Please make sure that you are using the latest version of our products before you follow the troubleshooter as most issues you may experience will be solved using the latest version.
Please select:
iPhone and iPod Touch users
Currently, both iCloner and CopyTrans Doctor DO NOT support the iPod Touch or iPhone. Our developers are working on this and we hope to bring compatibility to these devices soon.
CopyTrans, CopyTrans Photo and CopyTrans Manager users need to install the iPod Touch and iPhone drivers in order for Windows to recognize their devices. These drivers are installed automatically when you install iTunes.
Users who do not wish to install iTunes can refer to these instructions.
This process will make sure the drivers are correctly installed:
- IMPORTANT: Unplug your device
- Windows XP users, follow these Apple provided instructions.
Windows Vista or 7 users, follow these Apple provided instructions.
- Reboot your computer
- IMPORTANT: Keep your device unplugged
- Close all programs that are likely to connect to your iPhone or iPod Touch
- Launch the product you would like to use
- Make sure your iPhone or iPod Touch is turned on and well charged
- Connect your iPhone or iPod Touch to your PC and try again
The following tips can also help if your iPhone/iPod Touch is still not recognized:
- Make sure that you have correctly entered the pin code and deactivated the device autolock feature
- Add CopyTrans to the "Allowed applications" list in your Firewall settings
- Do not use a USB hub. Please connect your iPhone or iPod Touch directly to your computer
- Use a different USB port on the PC. For desktops with USB connectors on the front and on the back, try with one of the back connectors
- If possible, try using a different USB cable
- Make sure you are using the latest version of our products
- If none of the above hints
help, you may want to check that your iPhone or iPod Touch is
recognized by another computer (make sure not to sync with any iTunes
installation on that other computer).
Still not working? Please contact us by email. Our Support Team will be more effective if you:
- Tell us which program the problem occurs with,
- Write a short description of your problem and what solution(s) you already tried,
- Attach the log files to the email. Please download this utility, run it and click the "Save log files" button to create an archive named "CopyTrans_Suite_Logs.zipped" containing all our programs log files. It will be stored on your Desktop.
Click here to send your email to our Support Team. We are looking forward to your email.
iPod users
In most cases, iPods are not recognized because of communication errors. Please read through the following checklist:
- Close all programs that are likely to connect to your iPod
- Make sure your iPod is turned on and well charged
- Connect your iPod directly to your PC and not through a USB Hub
- Use a different USB port on the PC. For desktops with USB connectors on the front and on the back, try with one of the back connectors
- If possible, try using a different USB cable
The following tips can also help if your iPod is still not recognized:
- Try to reset your iPod as per these instructions (this will not modify its contents).
- Our programs do not recognize Mac formatted iPods except for CopyTrans 4. To check if your iPod is Mac formatted, browse your iPod menu as follows: Settings->About->Format and have a look at its formatting. If you don't see "Format", and "Model" is the last info shown in your iPod's screen, you'll know it is Mac formatted. If it is Mac formatted you will need additional software to read it such as MacDrive (won't work for the iPod Touch and iPhone).
If none of the above hints help, you may want to check that your iPod is recognized by another computer (make sure not to sync with any iTunes installation on that other computer).
You may want to have a look at these Apple tips as well.
Still not working? Please contact us by email. Our Support Team will be more effective if you:
- Tell us which program the problem occurs with,
- Write a short description of your problem and what solution(s) you already tried,
- Attach the log files to the email. Please download this utility, run it and click the "Save log files" button to create an archive named "CopyTrans_Suite_Logs.zipped" containing all our programs log files. It will be stored on your Desktop.
Click here to send your email to our Support Team. We are looking forward to your email.
Connecting an iPod Touch or iPhone to CopyTrans Doctor?
Sadly, due to an Apple limitation, CopyTrans Doctor does currently not support the iPhone or iPod Touch.
If you purchased CopyTrans Doctor and are in this situation, please let our Support Team know.
