IOS DEVICE TROUBLESHOOTING

The most common issue when having problems acquiring Apple iOS devices (iPhone/iPad) is the cable. We recommend always using a genuine Apple cable. Some generic cables and cables used by other forensic software may not be compatible with Mobilyze and BlackLight. Try using a second cable and try a different USB port.

The next most common issue with iOS devices usually impacts Windows users.

  • BlackLight and Mobilyze Windows installers include the option to install the BlackBag Driver Pack. We recommend installing the driver pack to support Apple iOS devices. If you choose not to install the Apple driver and Apple mobile device support, it will be necessary to install the free Apple iTunes application.
  • *Important* By default, iTunes is set to sync the attached iOS device to the computer it is attached to. We recommend NOT having an iOS device attached to your computer, the first time iTunes is opened. We also recommend turning off this setting by going to Edit > Preferences, click Devices, then select “Prevent iPods, iPhones, and iPads from syncing automatically.”
  • In some cases the Apple driver may need to be repaired, one way to do this and make sure you have the latest Apple mobile device support, is to install/update the iTunes application.
  • If at some point iTunes was installed on the Windows machine and then un-installed without removing all components, this could interfere with the Apple driver and Apple mobile device support that is needed for BlackLight and Mobilyze. We recommend following Apple’s instructions here https://support.apple.com/en-us/HT204275 to properly un-install all of iTune’s components. Then either install the BlackBag Driver pack or install a fresh download of the Apple iTunes application.
Note: For Mac users, iTunes is installed by default and macOS will prompt updates to keep the iTune’s application updated. Sometimes, an iTunes update on macOS can interfere with BlackLight and Mobilyze. If this happens (usually around summer time when Apple releases the beta of a new iOS version), contact support@blackbagtech.com for additional instructions.


Important Information for Windows Users

  • For Windows users who have installed the BlackBag Driver Pack (Release 1) included in Mobilyze 2015 R1 (downloaded on or before 7/10/15) and BlackLight 2015 R2:

    We have discovered that some manufacturer drivers may interfere with other drivers that have not yet been activated. On Windows systems, many drivers do not complete the installation process until a device matching the driver is connected. Currently, one or both of the manufacturer ZTE drivers in the BlackBag Driver Pack (Release 1) may interfere with other drivers that have not completed a device-connected installation. If you are installing drivers from the BlackBag Driver Pack (Release 1), we recommend deselecting the ZTE drivers option. In response to discovering the above issue, we constructed a new BlackBag Driver Pack (Release 2) without the ZTE drivers and included it in the BlackLight 2015 R2.1 release, as well as with Mobilyze 2015 R1 (downloaded after 7/10/15). If you do wish to install ZTE drivers, we recommend downloading them directly from the manufacturer website.

    If you have installed ZTE drivers and are now experiencing a problem with connecting mobile devices, we recommend the following:

    Windows users without iTunes installed, acquiring an iOS device:

    1. Go to Control Panel. Select Programs and Features, then choose Uninstall a program.
    2. Uninstall the ZTE Handset USB Driver.
    3. Uninstall the ZTE 3GPhone USB Driver.
    4. Restart the Windows machine.
    5. Connect the iOS device.
    6. (For Windows 7) Click the Start menu and enter 'Device Manager' in the search box to find and open it; or, (for Windows 8) go to the Start menu screen, select the Search icon (top right corner) and enter 'Device Manager' in the search box to find and open it.
    7. In Device Manager, locate and expand Portable devices.
    8. Right-click the device name (Apple iPhone) and select Update Driver Software. This launches the Hardware Update Wizard.
    9. Select Browse my computer for driver software.
    10. Select Browse and locate the Apple Drivers folder or type the path C:\Program Files\Common Files\Apple\Mobile Device Support\Drivers.
    11. Choose Next to install the Apple driver.
    12. Windows should install the driver successfully, and Mobilyze/BlackLight will detect the iOS device for acquisition.

    Windows users with iTunes installed, acquiring an iOS device:

    1. Go to Control Panel. Select Programs and Features, then choose Uninstall a program.
    2. Uninstall the ZTE Handset USB Driver.
    3. Uninstall the ZTE 3GPhone USB Driver.
    4. Restart the Windows machine.
    5. Re-install iTunes.
    6. Connect the iOS device.
    7. Mobilyze/BlackLight should detect the iOS device for acquisition.

    Windows users acquiring an Android device:

    1. Go to Control Panel. Select Programs and Features, then choose Uninstall a program.
    2. Uninstall the ZTE Handset USB Driver.
    3. Uninstall the ZTE 3GPhone USB Driver.
    4. Restart the Windows machine.
    5. Connect the Android device.
    6. (For Windows 7) Click on the Start menu and enter 'Device Manager' in the search box to find and open it; or, (for Windows 8) go to the Start menu screen, select the Search icon (top right corner) and enter 'Device Manager' in the search box to find and open it.
    7. In Device Manager, locate and expand Portable devices.
    8. Right-click the device name (which is usually the model number, such as 'SCH-1605'), and select Update Driver Software. This launches the Hardware Update Wizard.
    9. Select Browse my computer for driver software.
    10. Select Browse and locate the BlackBag Android folder or type the path C:\Program Files (x86)\BlackBag\BlackBag Driver Pack\Android.
    11. Choose Next to locate and install the driver.
    12. Windows should install the driver successfully, and Mobilyze/BlackLight will detect the Android device for acquisition.