Other troubleshooting topics

iPhone Troubleshooting Assistant

Welcome

When you connect your iPhone to your computer, an iPhone icon should appear in the Source list in iTunes. But if it doesn't, this troubleshooting assistant can help.

Verify system requirements

Make sure your computer has the following:

  • USB 2.0 port
  • iTunes 8.2 or later

and one of the following operating systems:

  • Mac OS X version 10.4.10 or later
  • Windows XP Home or Professional with Service Pack 2 or later
  • Windows Vista Home Premium, Business, Enterprise, or Ultimate Edition

If your computer does not meet these requirements, you will need to upgrade your computer before using iPhone.

Recharge iPhone

If iPhone is very low on power or if the battery is fully depleted, it can take up to 10 minutes to appear in iTunes. Please note:

  • Use a high-power USB port such as the one on your computer, or use your iPhone AC adapter.
  • Don't use the USB port on your keyboard because it is a low-power port and iPhone will not charge.
  • Make sure you are using USB to charge. Accessories that use FireWire to charge are not supported with iPhone.
  • If your iPhone's display shows a battery image with the red section flashing three times then goes blank, it means that iPhone is not receiving power to charge.
  • If the iPhone battery is extremely low on power, the display may be blank for up to two minutes before one of the low-battery images appears.

Check USB Connections

Connect iPhone to a USB port, preferably a port that is built into the computer instead of an external USB hub. Connecting iPhone to your keyboard's USB ports is not recommended.

If iPhone still doesn't appear in iTunes, try a different USB port.

Restart iPhone

To restart iPhone, first turn iPhone off by pressing and holding the Sleep/Wake button until a red slider appears. Slide your finger across the slider and iPhone will turn off after a few moments. Next, turn iPhone on by pressing and holding the Sleep/Wake button until the Apple logo appears.

Does iPhone appear frozen or stuck? To reset iPhone, press and hold the Sleep/Wake button and the Home button at the same time for at least 10 seconds. During this time, a red "power off" slider may appear and the screen may go black, but do not release Sleep/Wake and Home buttons until the Apple logo appears.

Restart Your Computer

If you wish to return to this assistant after restarting your computer, bookmark this page in your browser.

Restart your computer, then check to see if your issue has been solved. If not, use your bookmark to return to this troubleshooting assistant.

Reinstall iTunes

Get the latest version of iTunes. Please note that you will need to have administrator access on your computer to install iTunes and accompanying software.

If iTunes already exists or is installed on the user's computer, Apple recommends uninstalling iTunes on your computer and then installing the latest version of iTunes.

For more information on removing iTunes from your computer, select from the following platforms:

Third-party software conflicts

Some third-party software (such as security software, anti-virus software, and webcam drivers) may prevent iTunes from recognizing your iPhone. You may have to adjust software settings or temporarily disable the software.

In Windows, some background processes can cause issues for other programs and processes. These conflicts can prevent iTunes from recognizing the iPhone. See Using MSCONFIG to troubleshoot conflicts in Windows XP for assistance disabling conflicting processes. For assistance in configuring or disabling your third-party software, please contact the manufacturer.