Customer Support

TouchCopy does not detect my iPhone, iPad or iPod.

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

(Want to connect using Wi-Fi instead?)

  1. Ensure that you are running the latest version of TouchCopy.
  2. Make sure that the latest version of iTunes is installed on your computer (not required on macOS Catalina or higher).
    We recommend using the version of iTunes from Apple's website, rather than the version from Microsoft Store.
    I am receiving an AMDevice connection error
    If you receive an AMDeviceConnect or AMDeviceVailidatePairing error when attempting to connect your device with TouchCopy, follow the quick steps in our article below to resolve this issue.
    How to fix AMDevice errors >
  3. Turn on your device, unlock it and go to Home screen. Make sure it remains unlocked while TouchCopy attempts to detect your device.
  4. Tap "Trust" your computer on your device if you see a 'Trust this Computer' alert.
  5. Disconnect and reconnect your device while TouchCopy is running.
  6. Update your iOS device and your computer.
  7. Disable restrictions on your iPhone.
  8. Restart your iOS device and computer.
  9. If you have tried the steps above and are still having issues, please check is your computer recognising your iPhone, iPad, or iPod? Once your computer has found your device, try using TouchCopy again.

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.

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 Options > Updates within the software or visit the link below.

Download TouchCopy Update

Get the latest version of iTunes

iTunes is required for TouchCopy to detect your iPhone, iPod Touch or iPad (except on Macs running macOS Catalina or higher).

You can download the latest version of iTunes on your PC or Mac, 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). This will usually resolve an AMDeviceConnect error in TouchCopy.

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

Unlock device and Trust Computer

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.

iOS Lock screen

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.


Trust this 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.

Update Apple mobile device drivers

If your problems persist, please also check is your computer 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 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. To do this 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 again.

Run as administrator

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 TouchCopy's process log on a Windows PC:

  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.

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.
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Publisher: Wide Angle Software