iTunes 12 Issue for Windows Users

The Issue

Apple’s recent release of iTunes 12.1, an updated version of their iTunes software, inhibits certain functionality for Windows users of BlackLight and Mobilyze. More specifically, the iTunes update prevents the recognition of connected iOS devices within BlackLight or Mobilyze while running on Windows. Mac systems are not affected. 

 

How to Avoid the Issue

The issue will be corrected in upcoming BBT software releases; however, until newer versions of our software are available, Windows users should refrain from updating or installing iTunes in order to maintain proper functionality of BlackLight or Mobilyze.

For Windows users, iTunes is not needed for BlackLight and Mobilyze software to function. The current Mobilyze version offers to install necessary iOS device drivers during the installation process. If iTunes is not installed on the system, simply install the offered drivers during Mobilyze installation to have full functionality. For Windows users installing BlackLight for the first time, it is not necessary to install iTunes, and the required iOS support drivers may be downloaded here.

 

Temporary Workaround for Affected Windows Users

If your system is running iTunes 12.1 or higher, there is a temporary workaround for you outlined below. In either case, it is not necessary to perform a full uninstall of iTunes 12. Simply follow the appropriate workaround below, and your software will be restored to full functionality.

Note: After completing the workaround below, the iTunes application will not recognize iOS devices. When trying to start iTunes 12 with an iOS device connected, an error message will appear stating, “This iPhone cannot be used because the required software is not installed. Run the iTunes installer to remove iTunes, then install iTunes again.” Running the iTunes installer as instructed will restore iTunes functionality, but will again inhibit BlackLight and Mobilyze recognition of iOS devices.

 

Affected BlackLight Users

  1. Disconnect any iOS devices and close iTunes and BlackLight
  2. Uninstall the 'Apple Mobile Device Support' driver, which can be found in the 'Program and Features' section of the Control Panel
  3. Download the BlackBag-supplied driver here
  4. Install the driver by double-clicking the installer file: AppleMobileDeviceSupport64.msi

Affected Mobilyze Users

  1. Disconnect any iOS devices and close iTunes and Mobilyze
  2. Uninstall the 'Apple Mobile Device Support' driver, which can be found in the 'Program and Features' section of the Control Panel
  3. Locate the BlackBag-supplied 'Apple Mobile Device Support' driver in C:/Program Files (x86)/BlackBag/Mobilyze 2014 Release 1/Drivers/Apple/amd64/
  4. Install the driver by double-clicking the installer file: AppleMobileDeviceSupport64.msi
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