If iTunes doesn't respond when you connect an iOS device

Learn what to do if iTunes doesn't respond when you connect an iPhone, iPad, or iPod touch to your computer.

This article has been archived and is no longer updated by Apple.

First, make sure that you have the latest version of iTunes and the latest software for your iOS device. Then, connect your device again.

If iTunes still doesn't respond, try these solutions.

Test with automatic syncing turned off

Depending on your iTunes settings, your device might try to sync when you connect it to your computer. If it does, iTunes might not respond due to specific content in your sync. To find out if specific content causes the issue, turn off automatic syncing, then connect your device.

  1. Open iTunes.
  2. Mac: From the menu bar at the top of your computer screen, choose iTunes > Preferences.
    Windows: From the menu bar at the top of the iTunes window, choose Edit > Preferences.
  3. Click the Devices tab.
  4. Select "Prevent iPods, iPhones, and iPads from syncing automatically."
  5. Click OK.
  6. Connect your device to your computer.

If iTunes still doesn't respond after you turn off automatic syncing, test with a new user account.

If iTunes responds, the issue might happen only during a sync. To identify the content that causes the issue, select your device in the iTunes window. Then, deselect all sync options for all of the content types.

Click Apply to save the changes, then turn on sync options one at a time until the issue returns. If the issue is:

If iTunes still doesn't respond, contact Apple Support.

Test with a new user account

To isolate the issue with a new user account on your Mac, create and test a new user in OS X.

To isolate the issue on your Windows PC, create a new user in Windows 10, Windows 8, or Windows 7. Then, log in as the new user and try to reproduce the issue.

If iTunes responds with a new user

  1. Log in as the primary user.
  2. Create a new iTunes library, then connect the device.

If iTunes responds, restore an older copy of your iTunes library file.

If iTunes still doesn't respond, contact Apple Support.

If iTunes doesn't respond with a new user

  1. Test with iTunes plug-ins removed.
  2. Fix issues between iTunes and security software.
  3. See if the issue happens on a different computer.

Test on a different computer

Open iTunes on another computer, then connect your device to that computer. If iTunes still doesn't respond, you might need to restore your device to factory settings.

Before you restore, consider these backup options:

  • Is your device connected to the Internet? If so, you can use iCloud to back up your device. Or you can email yourself important pictures, notes, and other data.
  • Have you backed up your device in the past? If so, and if you want to keep this backup, copy it to your computer. Find out where your device stores backups.

After storing your backup data, restore your device. When it finishes, restore from your latest backup (if you have one).

If the issue returns, restore your device again, but set it up as new when prompted.

If iTunes still doesn't respond, contact Apple Support.

Information about products not manufactured by Apple, or independent websites not controlled or tested by Apple, is provided without recommendation or endorsement. Apple assumes no responsibility with regard to the selection, performance, or use of third-party websites or products. Apple makes no representations regarding third-party website accuracy or reliability. Risks are inherent in the use of the Internet. Contact the vendor for additional information. Other company and product names may be trademarks of their respective owners.

Published Date: Fri Jul 28 15:37:05 GMT 2017