Customer Support

TouchCopy does not detect my iPhone, iPad or iPod.

Last Updated:  |  Author:


If TouchCopy is unable to detect your iPhone, iPad or iPod when connected with USB, follow the steps below...

  1. Ensure that you are running the latest version of TouchCopy.
  2. Turn on your device, unlock it and go to Home screen. Make sure it remains unlocked while TouchCopy attempts to detect your device.
  3. Tap "Trust" your computer on your device if you see a "Trust this Computer" alert.
  4. Disconnect and reconnect your device while TouchCopy is running.
  5. Restart your iOS device and computer.
  6. If you are still unable to see your device in TouchCopy, follow the further troubleshooting steps in this guide.

Detailed Steps

This article provides recommended steps for TouchCopy to find your iPhone, iPad, iPod Touch or another iPod without a click wheel. If you are using a standard click-wheel iPod, such an iPod classic, iPod mini or a first to fifth generation iPod nano, please visit our other support article here providing help with TouchCopy detecting your click-wheel iPod.

1. Get the latest version of TouchCopy

We are always working on improving TouchCopy, whether it be introducing new features, making improvements or fixes. Running the latest version of the software ensures that you have all the fixes and improvements that we have released.
You can check for updates in TouchCopy by going to Settings > Updates within the software or visit the link below.

Download TouchCopy Update for PC Download TouchCopy Update for Mac

2. Unlock your device

If your device has a passcode on the lock screen, disconnect your device from your computer, enter the passcode, go to your Home screen and then re-connect your device to the computer.

While using TouchCopy, ensure that your connected device remains unlocked and showing the Home screen.

iOS Lock screen

3. Trust the Computer

If prompted, tap Trust on your device to trust your computer. If you choose not to trust the connected computer, you can charge your device, but the connected computer won't be able to access any content on your device.

Trust this computer

4. Reconnect the device and check the cable

If your device still doesn't appear in TouchCopy, please try disconnecting and then connecting your device with TouchCopy running. If this does not work, restart TouchCopy with your iTouch, iPhone or iPad still connected.

If you are able, it may also be beneficial to check the USB cable and port. If you have another device you can use with your USB cable, try to connect that with your computer to ensure that the cable and port hardware themselves are not faulty.

5. Restart your devices

The classic IT troubleshooting recommendation - but you'd be amazed how often this resolves lingering issues.

Turn off your iPhone/iPod/iPad as well as your computer. Then turn them back on. Once they are fully loaded back up, connect your device via USB cable, then launch TouchCopy - are you able to establish the connection now?

Further connection troubleshooting

Check Permissions and Pre-requisite Software (PC Only)

Please make sure that TouchCopy has the correct permissions to run as expected, by running it as administrator. Here's how:

  • TouchCopy: Click the Start menu on your computer and search for "TouchCopy". Right-click the TouchCopy app entry and choose "Run as administrator".
  • TouchCopy 16: Right-click the TouchCopy icon either on your desktop or in your programs folder. Click 'Properties' and then go to the 'Compatibility' tab. On here please choose to 'Run this program as an administrator'. Once done press 'Apply' and then 'OK'. Please then re-launch TouchCopy and try to connect your device again.
Run as administrator

Install/Reinstall iTunes (PC only)

iTunes is not required on Macs using macOS Catalina or newer, or for Windows computers using the latest version of TouchCopy. TouchCopy will usually install all the required connection components for you.

However, installing iTunes is a good way to ensure that all files are in place which are required to make a connection with your device.

You can download the latest version of iTunes on your PC, directly from the Apple website, via the link below to match your system.

If your iTunes version is from the Microsoft Store, we recommend uninstalling this version from your computer, and downloading iTunes directly from the Apple website instead (using the links below).

Download iTunes for Windows 64 bit Download iTunes for Windows 32 bit

You can also ensure you have the required services running by following these instructions: How to ensure Apple Mobile Device Service is running.

Update Apple mobile device drivers (PC only)

If the problem persists, please also check if your computer is recognising your iPhone, iPad, or iPod. If it isn't, you may need to update your Apple mobile device drivers.
When you update your Apple mobile device drivers, please restart your computer and try using TouchCopy again.

Check Restrictions on your iPhone

Restrictions set on your iPhone could be blocking communications between it and your computer. To remove these restrictions:

  1. Open the Settings app on your iPhone and tap "Screen Time".
  2. Tap "Content & Privacy Restrictions".
  3. Finally, tap to toggle off "Content & Privacy Restrictions".
iPhone content and privacy restrictions

Contact Us

If you continue to have problems with TouchCopy detecting your iPod, iPhone or iPad, please contact our support team.

Optionally, to help our team investigate the issue in detail, please email us a TouchCopy's process log. This log may be able to provide info of any processes on your computer that may be blocking TouchCopy from detecting your device.

To email us a Console log on a Mac computer:

  1. Please launch TouchCopy and then connect your iPhone using a USB cable.
  2. Please wait a few moments for TouchCopy to attempt to connect to your device.
  3. If the device does not connect after a few minutes, make a search (cmd+spacebar) for "console" and hit enter.
  4. This will open your console window which shows all processes on your Mac.
  5. Right-Click the 'system log' header > Reveal in Finder
  6. Right-Click the system.log file in Finder > Share > and save it to your desktop.
  7. Please create a new customer support request and attach the system.log file along with details of the issue you experienced.

To email us TouchCopy's process log on a Windows PC (TouchCopy 16 only):

  1. Please launch TouchCopy and then connect your iPhone using a USB cable.
  2. Wait a few moments for TouchCopy to attempt to connect to your device.
  3. If the device does not connect after a few minutes, click on Options > Log in TouchCopy.
  4. In the logging window, select 'Copy to Clipboard'. This will copy the text in the logging window.
  5. Create a new customer support request and paste the log in the Description by pressing CTRL-V on your keyboard. Please also provide details of your iPhone model/iOS version and the issue you experienced.
< Back to TouchCopy Support
Publisher: Wide Angle Software