AdamA9

macrumors 65816
Original poster
Feb 2, 2010
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Hey guys,

Sat here waiting for my new XS Max to be delivered, but for all morning I've been trying to back up my iPhone 7+ so I can restore the new phone from this.

However, iTunes just won't recognise that my phone is plugged in and I've tried everything I can think of, yet I still cannot see the button to go into iPhone settings on iTunes to do the backup.

Please help. This is what I've tried.
  • Rebooted 2018 13" MacBook Pro twice
  • Rebooted iPhone 7+ twice
  • Tried all 4 USB-C ports and both USB-A ports on my Kingston dongle
There must be a reason I cannot get to the phone settings on iTunes to do the backup? Is there anything else I can try?

This is where it is meant to show, right? Once it is connected? It's been a while since I've done a backup...

EDIT: FIX NOW FOUND

iOS 12 is not compatible with iTunes 12.8.0.150 so you need to reinstall iTunes. This will prompt you to take a supplemental update to iTunes that will enable your iOS 12 devices to be seen by iTunes.

Download iTunes: https://www.apple.com/uk/itunes/download/
Install and select yes when prompted.
 

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Last edited:

DDustiNN

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Jan 27, 2011
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Did you try a different cable? It could be damaged, and only allowing charging but not data.
 
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AdamA9

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Original poster
Feb 2, 2010
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Did you try a different cable? It could be damaged, and only allowing charging but not data.

I didn't, but just tried two others and it's still not showing.

I don't know if this is pertinent, but I did a backup before iOS12 came out, but updated to iOS12 over WiFi rather than via iTunes. Could this be why?
 
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TedJustAdmitit

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Feb 23, 2010
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I had this exact same problem yesterday. There is an update that didn't make sense to me and it acted more like a hot-fix, but eventually after unplugging and plugging in the phone an update popped up and my phone was finally seen. Also I have an eGPU and had an Nvidia Driver patch that I uninstalled, so maybe that allowed the update to come through. Check if you have any sort of patch/hack on your Mac as well as making sure you are updated to the latest OS. Hope this helps.
 
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TedJustAdmitit

macrumors 6502
Feb 23, 2010
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Yes, also go into Settings-General-Reset-Reset Location & Privacy. Then plug your phone back into your Mac and Trust it.
 
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AdamA9

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Feb 2, 2010
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I had this exact same problem yesterday. There is an update that didn't make sense to me and it acted more like a hot-fix, but eventually after unplugging and plugging in the phone an update popped up and my phone was finally seen. Also I have an eGPU and had an Nvidia Driver patch that I uninstalled, so maybe that allowed the update to come through. Check if you have any sort of patch/hack on your Mac as well as making sure you are updated to the latest OS. Hope this helps.

I have an eGPU attached to my MacBook, but it's a Vega 64 so shouldn't make a difference. Plus, I did a backup pre-iOS 12 with the same setup.

I've looked for updates via the App Store and there's nothing. Another reboot and more cables in different holes and it's just not showing up.

hmmm, did you choose trust this computer?

I don't see anything pop-up to trust the computer. The phone is unlocked and on the home screen, plug it in and the charging symbol comes up but iTunes does nothing.
 
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DDustiNN

macrumors 68020
Jan 27, 2011
2,021
887
I didn't, but just tried two others and it's still not showing.

I don't know if this is pertinent, but I did a backup before iOS12 came out, but updated to iOS12 over WiFi rather than via iTunes. Could this be why?
Doubt it. Honestly I have no idea what’s wrong then. Personally I have always hated iTunes. I just can’t stand it. As soon as they disconnected the iPhone from it and started allowing wireless updates and backups, I never touched it again. Until last night when I had to use it to make a smart playlist (why I can’t do this from the phone, I have no idea), and turns out I still hated it, lol.

I’d say spend the 99¢ and go for an iCloud backup. That always works effortlessly and flawlessly for me.
 
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TedJustAdmitit

macrumors 6502
Feb 23, 2010
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I have an eGPU attached to my MacBook, but it's a Vega 64 so shouldn't make a difference. Plus, I did a backup pre-iOS 12 with the same setup.

I've looked for updates via the App Store and there's nothing. Another reboot and more cables in different holes and it's just not showing up.



I don't see anything pop-up to trust the computer. The phone is unlocked and on the home screen, plug it in and the charging symbol comes up but iTunes does nothing.
Read the steps I gave above about resetting Privacy and Security and that will allow you to trust it again. Also open up the Photos App and see if your phone is recognized.
 
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AdamA9

macrumors 65816
Original poster
Feb 2, 2010
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Yes, also go into Settings-General-Reset-Reset Location & Privacy. Then plug your phone back into your Mac and Trust it.

I just did this, and it popped up asking me to trust the laptop and iTunes said I need to allow it on my phone so entered my pin and then it looked like something was happening, but I still don't see the option to go into the iPhone and kick off the backup.
[doublepost=1537532223][/doublepost]
Read the steps I gave above about resetting Privacy and Security and that will allow you to trust it again. Also open up the Photos App and see if your phone is recognized.

iPhone is recognised in photos. Not in iTunes.
 

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Caspavio

macrumors regular
Apr 18, 2018
241
110
try restarting your itunes and connect your phone again. recognising in photos is a good sign
 
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T'hain Esh Kelch

macrumors 603
Aug 5, 2001
5,360
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Denmark
You have to unlock your phone to have it sync, if you've added the USB-connection block they added in iOS 11.4.1. Connect your phone to the computer, then unlock the phone as normal, then it should pop up in iTunes.
 
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AdamA9

macrumors 65816
Original poster
Feb 2, 2010
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You have to unlock your phone to have it sync, if you've added the USB-connection block they added in iOS 11.4.1. Connect your phone to the computer, then unlock the phone as normal, then it should pop up in iTunes.

My phone has been unlocked the whole time.
 
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TedJustAdmitit

macrumors 6502
Feb 23, 2010
271
96
I just did this, and it popped up asking me to trust the laptop and iTunes said I need to allow it on my phone so entered my pin and then it looked like something was happening, but I still don't see the option to go into the iPhone and kick off the backup.
[doublepost=1537532223][/doublepost]

iPhone is recognised in photos. Not in iTunes.
Then it's missing that Software Update. Again mine showed up randomly, but it was right after I removed my eGPU hack. Is your eGPU Thunderbolt 3 or an older version like TB2? The older versions required a hack no matter what brand of Video Card you were using. Also do you have any 3rd party security installed. Lastly do a reinstall of Mac OS (which doesn't remove your Data, just make sure you don't format your Hard Drive). Before that route try restarting your phone and Mac and try again.
 
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AdamA9

macrumors 65816
Original poster
Feb 2, 2010
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Then it's missing that Software Update. Again mine showed up randomly, but it was right after I removed my eGPU hack. Is your eGPU Thunderbolt 3 or an older version like TB2? The older versions required a hack no matter what brand of Video Card you were using. Also do you have any 3rd party security installed. Lastly do a reinstall of Mac OS (which doesn't remove your Data, just make sure you don't format your Hard Drive). Before that route try restarting your phone and Mac and try again.

I have the Razer Core X running through USB-C
I don't have any third party security. It's a brand new laptop with little software on there as it is.

I don't understand how I have backed up on 18 September on iOS11, update to iOS12 and I now cannot access the phone from iTunes to back up again.

I don't want to have to go through reinstalling macOS if I can help it.
 
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TedJustAdmitit

macrumors 6502
Feb 23, 2010
271
96
I have the Razer Core X running through USB-C
I don't have any third party security. It's a brand new laptop with little software on there as it is.

I don't understand how I have backed up on 18 September on iOS11, update to iOS12 and I now cannot access the phone from iTunes to back up again.

I don't want to have to go through reinstalling macOS if I can help it.
I get ya and I have the Core X too. Did you try it without the Core X plugged in? I get not wanting to reinstall, but it will clean up your machine and takes about 20 minutes. Just giving you a last resort.
 
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AdamA9

macrumors 65816
Original poster
Feb 2, 2010
1,227
355
I get ya and I have the Core X too. Did you try it without the Core X plugged in? I get not wanting to reinstall, but it will clean up your machine and takes about 20 minutes. Just giving you a last resort.

Just unplugged the eGPU and no dice. Interestingly, my iPad Pro is not recognised either. So this to me seems an issue with iTunes.

I might have to reinstal macOS then.

Damn.
 
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TedJustAdmitit

macrumors 6502
Feb 23, 2010
271
96
Just unplugged the eGPU and no dice. Interestingly, my iPad Pro is not recognised either. So this to me seems an issue with iTunes.

I might have to reinstal macOS then.

Damn.
Yep, mine didn't recognize my other devices either, but because you can see it in Photos, I know you aren't having hardware issues, just a software issue. Try plugging and unplugging and switch ports and re-trusting a few times and then lastly reinstall OS without formatting your Mac Partition.
 
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shockedimpy

macrumors newbie
Mar 29, 2015
22
1
Yep, mine didn't recognize my other devices either, but because you can see it in Photos, I know you aren't having hardware issues, just a software issue. Try plugging and unplugging and switch ports and re-trusting a few times and then lastly reinstall OS without formatting your Mac Partition.

Are you able to backup your phone without pluggin to ITunes? I dont have it on my desktop and wondered if I could just do it from my phone.

Do we have to backup? Im getting my Max in today, and normally I go to the phone store and they do the transfer. But if I could save that time and literally export what I have on my Iphone X to my XS Max w/ the same layout, apps, messages, that would be awesome. Sorta new to this!
 
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TedJustAdmitit

macrumors 6502
Feb 23, 2010
271
96
Are you able to backup your phone without pluggin to ITunes? I dont have it on my desktop and wondered if I could just do it from my phone.

Do we have to backup? Im getting my Max in today, and normally I go to the phone store and they do the transfer. But if I could save that time and literally export what I have on my Iphone X to my XS Max w/ the same layout, apps, messages, that would be awesome. Sorta new to this!
Then you would need to do a iCloud backup (https://support.apple.com/en-us/HT203977#icloud) if you are not near a computer. If you are near your computer, there is wi-fi backup and sync, but that requires you to be plugged in to set it up.
 
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AdamA9

macrumors 65816
Original poster
Feb 2, 2010
1,227
355
Just reinstalled macOS and nothing. Still cannot see my iPhone in iTunes.

Going to be a nightmare getting hold of Apple today to sort this out.

What's worse is it has rolled back my Safari update and won't let me update it again. So I'm now back on the Safari 11.1.2 with App Store thinking I'm on version 12

Ffs Apple.
 
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TedJustAdmitit

macrumors 6502
Feb 23, 2010
271
96
Just reinstalled macOS and nothing. Still cannot see my iPhone in iTunes.

Going to be a nightmare getting hold of Apple today to sort this out.

What's worse is it has rolled back my Safari update and won't let me update it again. So I'm now back on the Safari 11.1.2 with App Store thinking I'm on version 12

Ffs Apple.
Keep checking for updates in the App Store and keep Re-trusting the phone. Also download iTunes independently via the website and re-install it again. I swear the update will kick in and your phone will be shown. I just wish I could tell you specifically when and why it happened on my end other than tell you everything I tried to do.
 
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