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New iPad sync issues - Apple can't help

9 replies

DeviceVice · 02/12/2017 22:55

Does anyone know what's happening here. I've been on the phone to Apple for an hour today to try to resolve it. I'm using a brand new iPad Pro 10.5 (less than 2 weeks old) and I can sync it through wi-fi to my itunes account on my MacBook Pro, just like I do with my iPhone.

Only it will allow me to sync when I click 'sync' on the computer, but it won't allow me to click through SETTINGS > GENERAL > ITUNES WI-FI SYNC. It lets me do that on my iPhone but not on my new iPad. I've enclosed a picture of the message I get to connect using a cable, which I've done. It changed nothing. I've reset my iPad completely and that changed nothing. I've also reset network settings.

Does anyone have an experience of this at all, or any helpful suggestions? My local Apple store is such a long way away it will be an absolute PITA to get myself there over something so stupid!

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SoupDragon · 02/12/2017 22:59

You don't mention it but you did do the bit that says "click sync with this iPad over wifi" in iTunes once you'd plugged it in?

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DeviceVice · 02/12/2017 23:35

Oh yes I forgot to mention I followed that instruction, and made sure it was ticked just like my iPhone is.

Thanks for the thought!

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SoupDragon · 03/12/2017 11:37

I thought it was unlikely but worth mentioning! :)

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SoupDragon · 03/12/2017 11:38

Have you tried the forums on the Apple website?

Although it's odd Apple themselves can't sort it.

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Daftapath · 03/12/2017 12:40

Is there a problem with the cable or the USB port you are connecting through? Will they both work with your phone?

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DeviceVice · 04/12/2017 22:58

I don't think there's a problem with the cable as it was new in the box and it charges fine.

I'm trying to connect over WiFi so don't need to use the USB port. However, it will work if I connect to download photos onto my computer, which I think if it were faulty that wouldn't work.

The Apple team seemed to suggest a hardware issue if all the resets don't work, but it's such a standard picture I find it hard to believe it doesn't have a simple solution nobody has found yet!

I've checked forums but the key search words I've used have only brought up standard error messages because people try to sync when they're set up to sync through icloud instead, which I'm not .

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DeviceVice · 05/12/2017 17:16

Actually it's looking a lot like it could be the computer having issues and not allowing iTunes to work correctly. I think I'll try to reboot the computer and start over - see if that helps!

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Daftapath · 05/12/2017 17:27

Fingers crossed. I had to delete and reload iTunes over the weekend. I rarely use it these days in the computer so was probably an old version

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DeviceVice · 11/12/2017 16:45

Well, after a lengthy trip to Apple, nobody could work out what the problem was and they replaced it.

When I got home I tried with the new device and it was just the same.

So it's a software issue, after all that!