If iTunes doesn‘t recognize your iPhone, iPad, or iPod

If you connect your device to your computer with a USB cable and iTunes doesn't recognize your iPhone, iPad, or iPod, get help.

When iTunes on your computer doesn't recognize your connected device, follow these steps. Try again after each step:

  1. Make sure that you have the latest version of iTunes that works with your computer.
  2. Check that you have the latest software on your Mac or Windows PC.
  3. Make sure that your device is turned on.
  4. If you see a Trust this Computer alert, unlock your device and tap Trust.
  5. Unplug all USB accessories from your computer except for your device. Try each USB port to see if one works. Then try a different Apple USB cable.
  6. Restart your computer and iPhone, iPad, or iPod.
  7. To see if your device needs service, try another computer. If you have the same issue again, contact Apple Support.

For more help, follow the steps below for your Mac or Windows PC.

If you use a Mac

  1. Hold down the Option key, click the Apple menu, and choose System Information or System Report.
  2. Select USB from the list on the left. 
  3. If you see your iPhone, iPad, or iPod under USB Device Tree, uninstall third-party security software. If not, contact Apple Support.

If you use a Windows PC

  1. Open Device Manager by following the steps for the version of Windows that you have:
    • Windows 10: Click the search box in the bottom-left corner, type Device Manager, and press enter. In the list under Universal Serial Bus Controllers, find the Apple Mobile Device USB Driver.
    • Windows 8: Swipe in from the screen's right edge. Tap Search and enter Device Manager, then tap Device Manager. If asked, enter your password. In the list under Universal Serial Bus Controllers, find the Apple Mobile Device USB Driver.
    • Windows 7: Click > Control Panel > System and Maintenance > Device Manager.‌ If asked, enter your password. In the list under Universal Serial Bus Controllers, find the Apple Mobile Device USB Driver.
  2. Even if you can't find the Apple driver, follow the steps below based on what you see or don't see.

You don't see symbols beside the Apple Mobile Device USB Driver

If you don't see , , or by the Apple Mobile Device USB Driver, check for third-party software conflicts. Then if you still need help, restart your Apple Mobile Device Service or contact Apple Support.

You see a down arrow

If you see next to the Apple Mobile Device USB Driver, right-click the driver and choose Enable from the shortcut menu. Then if you still need help, contact contact Apple Support.

You see an exclamation point or question mark

If you see or by the Apple Mobile Device USB Driver, right-click the entry, then manually update the Apple Mobile Device USB Driver.

You don't see the Apple Mobile Device USB Driver

  1. Disconnect your device from your computer.
  2. Save a screenshot by pressing the device's Home button and Sleep/Wake button at the same time. The screen should flash briefly.
  3. Reconnect your device to your computer.
  4. If you see any of these sections in Device Manager, expand them:
    • Imaging Devices
    • Other Devices
    • Portable Devices
    • Universal Serial Bus Controllers

Now look for the entry that recognizes the device as a camera. You should see "Apple iPhone," "Apple iPad," or "Apple iPod." Right-click the device entry, then manually update the Apple Mobile Device USB Driver.

If only Unknown Device appears, follow these steps:

  1. Right-click on the Unknown Device entry.
  2. Choose Properties from the shortcut menu and then click the Details tab.
  3. In the drop-down menu, select Hardware IDs.
  4. If the ID starts with something other than USB\VID_0000&PID_0000, go to Device manager and right-click the Unknown Device entry, then manually update the Apple Mobile Device USB Driver
  5. If the ID starts with USB\VID_0000&PID_0000, then follow the remaining steps.
  6. Disconnect the device and unplug all USB devices from the computer.
  7. Shut the computer down, then turn it back on.
  8. Reconnect the device, testing each USB port for about 30 seconds to see if the device is recognized.
  9. Test with a different, known-good 30-pin-to-USB or Lightning-Connector-to-USB cable, if available.

If you still need help, contact Apple Support.

Manually update the Apple Mobile Device USB Driver

If one of the sections above directs you to this section, you should already have right-clicked an entry in the Device Manager. Now follow these steps:

  1. Choose Update Driver Software.
  2. Select "Browse my computer for driver software."
  3. Select "Let me pick from a list of device drivers on my computer.”
  4. Click the Have Disk button. If this isn't available, choose a device category like Mobile Phone or Storage Device, if listed.
  5. Click Next. You should see the Have Disk button.
  6. Click Browse and navigate to C:\Program Files\Common Files\Apple\Mobile Device Support\Drivers.
  7. Double-click the "usbaapl" file. If you have a 64-bit version of Windows, this file will be called "usbaapl64". If you don't see "usbaapl64" here or if there isn't a Drivers folder, look in C:\Program Files (x86)\Common Files\Apple\Mobile Device Support\Drivers.
  8. In the Have Disk window, click Open, then click Next, and then click Finish.
  9. Windows will install the driver. If a message says that the software you're installing "has not passed Windows Logo testing," click Continue Anyway. You can get help with other common errors and error-code numbers in this Microsoft article.
  10. Open iTunes to make sure that iTunes recognizes your device. If it doesn't, restart the Apple Mobile Device Service.

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