iExplorer Support

My device isn't appearing in iExplorer.

Last Updated: Nov 14, 2018 01:37PM CST
If iExplorer is still showing the screen to connect your iPhone, Pad or iPod when your device is definitely plugged in with its USB cable, open iTunes and make sure it is appearing as connected in iTunes first. An active iTunes connection is required since iExplorer uses the iTunes interface to access the data on your iPhone or iPad. 

If your device is showing as connected in iTunes without any errors but it still can't be seen in iExplorer, you should try completely closing or quitting iExplorer, then reopen it, and see if that helps, or try unplugging & reconnecting your iPhone or iPad and check again.

If you've never used the iPhone or iPad with your Windows PC or Mac, make sure that you've chosen to "Trust this computer" on its touchscreen after plugging it in to your computer. iTunes will display the dialogue below when an iPhone or iPad its connected for the first time, and once you choose to Continue, your iPhone or iPad screen will ask whether to 'Trust' or 'Don't Trust' the computer. You should tap on 'Trust' in order for it to connect in iTunes and iExplorer:

If you are using a Windows PC and are receiving an error about "iPhone listener process", please click HERE for how to fix it. 

If you have an iPhone, iPad, or iPod Touch, and it's definitely appearing in iTunes but not iExplorer, try these steps:
  1. Open iTunes.
  2. Select your iPhone or iPad to bring up its Summary tab.
  3. If your device is configured to backup to iCloud, change the backup location to "This Computer".
  4. Check the box to Encrypt Backup below "This Computer" and choose a password you can remember which will create a new iTunes backup.
  5. Once the backup is finished, click on Apply in the lower right of iTunes. 
  6. Completely quit & reopen iExplorer and see if your iPhone or iPad now appears in iExplorer along with the new backup you just made. 

If none of the above helps, and your iPhone or iPad is definitely appearing in iTunes but not iExplorer, try tapping Settings > General > Reset > Reset Location & Privacy. Then, enter your iOS passcode to proceed, and once reset, try unplugging and reconnecting your iPhone, and you should be prompted to Allow computer access in iTunes and have to tap Trust on your iPhone's screen. Then, check if your iPhone is appearing in iExplorer after you've verified it's appearing in iTunes. 

Regular iPod steps
If your iPod Classic, iPod Nano, iPod Video, or iPod Shuffle is appearing in iTunes but not iExplorer, you should open iTunes, select your iPod, and check the box to "Enable Disk Use" on its Summary tab (if it's not already checked) and click on Apply to save the change. 

Also, if you use a Mac, be sure to update to the latest version of macOS using the Mac App Store on the Updates tab. 

If you can't even get your iPhone, iPad, or iPod to show up in iTunes, you'll need to figure that out first since an iDevice is supposed to automatically connect and appear in iTunes (when connected via USB) as long as your computer's OS meets the minimum system requirements and you are are using a compatible version of iTunes. If your computer OS and iTunes version definitely meet the requirements, first try restarting of your computer, and if that doesn't help, here is an AppleCare article that has some steps to help get any iPhone, iPad, or iPod to connect in iTunes for Mac and Windows:​

Once you get your iPhone, iPad, or iPod to connect successfully in iTunes, you should then see it appearing in iExplorer too. If not, you should just need to close and reopen iExplorer.

Apple's Minimum Computer OS Requirements for recent iOS Versions

iOS 12:
PC: Windows 7 or later
Mac: 10.11 or later

iOS 11:
PC: Windows 7 or later
Mac: 10.10 or later

iOS 10:
PC: Windows 7 or later
Mac: 10.9.5 or later

iOS 9:
PC: Windows XP or later
Mac: 10.7 or later

iOS 8
PC: Windows XP or later
Mac: 10.6.8 or later

Just make sure you are using the most current version of iTunes that is available for your computer's OS. On a PC, click File menu > Check for Updates. On a PC, click on iTunes menu > Check for Updates. 

iExplorer does not yet support Wi-Fi connections, so you must connect your iPhone, iPad, and iPod with its USB cable, but we plan to add Wi-Fi connection support at some point in the near future. 

Additional Support Information:
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