Wide Angle Software Customer Support

   

TouchCopy does not detect my iPhone, iPod Touch or iPad.

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Summary

If TouchCopy is unable to detect your iPhone, iPod Touch or iPad, follow these steps...

  1. Ensure that you are running the latest version of TouchCopy and iTunes.
  2. Disconnect and reconnect your device while TouchCopy is running.
  3. Unlock your lock screen before connecting your device and ensure that it is unlocked while TouchCopy attempts to detect your device.
  4. Ensure that you have tapped to "Trust" your computer on your device if prompted.
  5. Ensure the Apple Mobile Device service is running and that iTunes can detect the device.
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Pre-requisite Software (PC Only)

As well as iTunes, TouchCopy requires 'Visual C++ Redistributable for Visual Studio 2015' available from Microsoft. Download and install this package from Microsoft of you do not have it already...

Visual C++ Redistributable for Visual Studio 2015

Once installed - run TouchCopy again.

Detailed Steps

Please make sure that you're using the latest version of TouchCopy.

iTunes is required for TouchCopy to detect your iPhone, iPod Touch or iPad.
You can download iTunes from here.

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 and then re-connect your device to the computer.

 

 

For devices using iOS7 or higher, 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.

If you are using Microsoft Windows - ensure you have the required services running by following these instructions: How to ensure Apple Mobile Device Service is running.

If your problems persist, please ensure that iTunes can find your iPod, iPad or iPhone. Occasionally, if the iPod or iOS device database gets corrupted for some reason, neither TouchCopy nor iTunes will be able to find your device. For further help with getting iTunes to find your device visit http://support.apple.com/kb/TS1538.

Once iTunes has found your iOS device, close down iTunes and try using TouchCopy again. If you continue to have problems with TouchCopy detecting your iPod, iPhone or iPad, submit a support ticket from here.

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Latest Comments

Sarah wrote...
2017-07-26
It is unable to find and text messages on my device? But it is working for the other parts...
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Wide Angle Software wrote...
2017-07-27
@Sarah I am sorry to hear this. Please open a ticket on our online helpdesk detailing which version of TouchCopy you are using as well as the version of iOS you have on your iOS device. This will better enable us to provide assistance with this issue.
Jorge wrote...
2017-07-13
its not recognizing my 120gig ipod I installed the software changed pc went to iTunes ect.. I need support NOW!
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Wide Angle Software wrote...
2017-07-14
@Jorge Please open a support ticket on our online helpdesk as this will better enable us to provide personal support for this issue.
Etta wrote...
2017-06-30
Further info.
Just did the log and uploaded it. Problems listed seem to be:
(W) iTunes Registry key not found.
(W) iTunesMobileDevice Key not found in registry.
and
(E) Failed to load libraries.
(E) Unable to start iOS Wrapper Device Detection.
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Wide Angle Software wrote...
2017-07-03
@Etta This issue usually occurs when the required iTunes service is not correctly installed. We usually recommend re-installing iTunes as this will ensure that the required services and files have been correctly installed.
Etta wrote...
2017-06-30
I downloaded the Touchcopy demo a few months ago, but only just installed it a couple of days ago. It's not been able to recognize my iPhone. The phone is an old jail-broken iPhone 4s and iTunes 12.1 is installed. My iTunes recognizes the phone, and TouchCopy will recognize it if iTunes is open (asking me to close it, of course, but also allowing me to close it through TouchCopy), so TouchCopy can interact with the iTunes program. It just can't seem to find the iPhone. Thoughts?
Tanya wrote...
2017-06-16
I cannot get touch copy to recognize my old ipod and it says Touch Copy is missing some dependencies. I did reinstall it and nothing.
Can you help me please?
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Wide Angle Software wrote...
2017-06-19
@Tanya Please ensure that the following dependencies have been correctly installed on your PC: .NET Framework 4.5 and Visual C++ 2015 Redistributable.
Judy wrote...
2017-06-14
I cannot get touch copy to recognize my old ipod
Can you help me please?
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Wide Angle Software wrote...
2017-06-15
@Judy Please see the response to your support ticket for further instructions.
Warren Jackson wrote...
2017-06-05
I have updated my devices to IOS 10.3.2. I have an ipad mini 2 and an ipphone 7. Neither one can be read from touch copy 16. I have the latest touch copy, itunes, and apple usb drivers. What am I doing wrong here?
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Wide Angle Software wrote...
2017-06-06
@Warren Jackson Please launch TouchCopy whilst holding the CTRL key on your keyboard; this will open a logging window. Once loaded, please then connect one of your devices. Wait a few minutes for TouchCopy to attempt to detect your device. If it does not, please copy the contents of the log window as a support ticket on our online helpdesk. One of our technical team will then be able to assist further.
diana wrote...
2017-05-25
my screen is broke n cant enter password
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Wide Angle Software wrote...
2017-05-31
@diana If you have not previously tapped Trust on your device for your computer, TouchCopy will be unable to connect to your device. You will need to unlock the lock screen in order to tap this option. As such, it may not be possible to connect your device if you are unable to enter the passcode.
kaylee wrote...
2017-05-22
My iPhone 6s just lost all my contacts ive tried 6 different apps to back up my pictures and all have failed this app cant find my phone still and ive done everything
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Wide Angle Software wrote...
2017-05-22
@kaylee Please open a support ticket on our online helpdesk and one of our technical team will be able to assist in getting you up and running with TouchCopy.
Earl wrote...
2017-04-24
The "Please Wait...TouchCopy is initiating data communications with your IPhone 6S. This may take a few minutes." message continues to remain on my screen with the green bar traveling left to right with no other activity. Ideas you can pass along to get this communicate?
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Wide Angle Software wrote...
2017-04-27
@Earl Please check the status bar on your device for a spinning icon. Whilst this is displayed, TouchCopy is communicating with your device. Please wait a few moments and TouchCopy should then continue.
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Wide Angle Software wrote...
2017-04-24
@Kristin Gemme TouchCopy requires your device to be connected physically to your computer physically via USB cable and is not able to detect devices connected by WiFi. Unfortunately, we are unable to assist with recovering your WiFi password. Please contact your ISP (Internet Service Provider) who may be able to better assist with this.