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What to do when you cannot install VoiceOver Kit on Windows XP

iTunes Guru — Wed, 17 Feb 2010 00:00:00 +0000

Symptoms

When trying to install the VoiceOver Kit on a Windows XP computer, the following error message is displayed:

"The VoiceOver Kit could not be installed because the user "[user name]" has an account restriction."

Products Affected

iPod nano (5th generation), iPod shuffle (3rd generation), Windows XP

Resolution

This issue might occur if you do not have a password set for the Administrator user account for the Windows XP computer, and you are trying to install the VoiceOver Kit while logged in as a user without Administrator credentials.

Solution 1

Log off the computer, log in with the Administrator user account, and set a password for the account. You can then log back in to the previous user and install VoiceOver Kit on the PC. This is the recommended solution.

Solution 2

Log off the computer, log in with the Administrator user account, and install the VoiceOver Kit.

This document will be updated as more information becomes available.

Important: Information about products not manufactured by Apple is provided for information purposes only and does not constitute Apple’s recommendation or endorsement. Please contact the vendor for additional information.

iPod nano (5th generation): Restoring or resetting a PAL device may change TV-out signal

iTunes Guru — Wed, 17 Feb 2010 00:00:00 +0000

Symptoms

When restoring or resetting your PAL-configured iPod nano (5th generation), the TV-out signal on the device may inadvertently change from PAL to NTSC without properly updating the video-output label in the device’s video settings.

This may cause any video content played from your iPod to your television to display improperly.

Products Affected

iPod nano (5th generation)

Resolution

To properly display video content from your iPod nano (5th generation) to your television:

From your iPod nano, scroll to Videos and press the Center button.
Scroll down to Settings and press the Center button again.
Scroll to TV Signal and press the Center button once to change the selection to NTSC and then another time to change it back to PAL.

This document will be updated as more information becomes available.

iPhone and iPod touch: Internet Explorer 7 and 8 Favorites bar does not refresh to reflect changes after syncing bookmarks

iTunes Guru — Sat, 13 Feb 2010 00:00:00 +0000

Symptoms

When syncing iPhone or iPod touch bookmarks between Safari and Internet Explorer in Microsoft Windows, the Favorites bar in Internet Explorer 7 and 8 may not refresh to reflect changes or updates to the bookmarks.

For example, if you sync Safari bookmarks to your device and then make changes to the bookmarks on the device (such as deleting some bookmarks, editing the web address, re-arranging the order of the bookmarks), when you then sync those bookmarks to Internet Explorer, the changes will not be reflected in the Favorites bar for Internet Explorer.

Products Affected

iPhone, iPod touch, iPhone 3G, iPhone 3GS, iPod touch (2nd generation), Microsoft Windows XP, Microsoft Windows Vista

Resolution

To refresh the Favorites bar, quit and reopen Internet Explorer.

This document will be updated as more information becomes available.

iTunes 8.2 restores all Contacts and Calendar data to the device rather than selected groups for Contacts or selected Calendars

iTunes Guru — Sat, 13 Feb 2010 00:00:00 +0000

Symptoms

When restoring iPhone or iPod touch using iTunes 8.2 from a backup file in which selected groups for Contacts and/or selected Calendars were chosen during the backup, iTunes will restore the device by syncing all Contacts and Calendar data to the device.

Products Affected

iPhone, iPod touch, iPhone 3G, iPhone 3GS, iTunes 8 for Mac, iPod touch (2nd generation)

Resolution

Update to iTunes 9 or later.

iPhone OS 3.0: Error 13019 during sync

iTunes Guru — Sat, 13 Feb 2010 00:00:00 +0000

Symptoms

After updating iPhone or iPod touch to iPhone OS 3.0, syncing may stop with Error 13019.

Products Affected

iPod touch, iPhone 3G, iPhone 3GS, iTunes 8 for Windows, iTunes 8 for Mac, iPod touch (2nd generation)

Resolution

Please update to iTunes 9. If updating to iTunes 9 does not resolve the issue, please continue:

The error will most commonly occur while syncing music. This issue can be resolved by following these steps:

Select the iPhone or iPod touch in iTunes under Devices.
Click the Music tab and under the Sync music option, choose Selected playlists.
Deselect the Voice Memos playlist.
Click Apply and then click Sync.

If the above steps do not resolve the issue, check the device and the iTunes library for duplicate voice memos. If you find any duplicate voice memos, delete the duplicates and then sync.

If those steps do not resolve the issue, then follow these steps:

Select the iPhone or iPod touch in iTunes under Devices.
Click the Music tab and deselect the Sync Music option.
Click Apply and then click Sync.
After the sync is complete, reselect the Sync Music option.
Click Apply and then click Sync.

If the Error 13019 occurs while syncing content other than music (applications, podcasts, and so on), then perform the same steps above but uncheck the content that stops syncing with Error 13019.

If the steps above do not resolve the issue, attempt to sync an empty iTunes music library to the device while logged in as a new admin user. Follow these steps to create a new admin user:

Windows Vista and Windows XP

From the Start menu, choose Control Panel.

Open User Accounts.

Select Create a new account and follow the instructions to complete the account setup process.

Once the new account is created, choose Log Off from the Start menu.

Log in to the newly created user account.

Mac OS X

From the Apple menu, choose System Preferences.

Choose View > Accounts.

Click the "+" (you may need to authenticate to be able to click this).

Give the new user a name and short name and enter a password.

Select the checkbox for "Allow user to administer this computer". This makes the user an admin user.

Click Create Account.

Log out and then log in to the new account.

Important: Information about products not manufactured by Apple is provided for information purposes only and does not constitute Apple’s recommendation or endorsement. Please contact the vendor for additional information.

Remote application may not respond while Apple TV is syncing to iTunes

iTunes Guru — Sat, 13 Feb 2010 00:00:00 +0000

Symptoms

If your Remote application is connected to your Apple TV via an AirPort Base Station, the Remote application may become unresponsive while your Apple TV is syncing with iTunes.

Products Affected

AirPort Extreme Base Station/802.11n, iPhone, Apple TV, AirPort, iPod touch, Time Capsule, iPhone 3G, iPhone 3GS, iPod touch (2nd generation), Time Capsule (Early 2009), AirPort Extreme (Early 2009)

Resolution

In order to resolve this, update your AirPort device to 7.4.2 or later.

To update your AirPort Base Station:

Open the AirPort Utility application from the Utilities folder.

Select your AirPort Base Station from the list on the left side of the application.

Select the Update Firmware option and then select continue when prompted.

For more detailed update steps, see this article.

iPhone and iPod touch: An unknown error (13014), (13136), or (13213) may occur after updating to iTunes 8.0.1 or later

iTunes Guru — Thu, 04 Feb 2010 00:00:00 +0000

Symptoms

After updating to iTunes 8.0.1 or later and connecting iPhone or iPod touch one of the following error messages may occur:

"The iPhone "iPhone name" cannot be synced. An unknown error occurred (13014).

OR

"The iPhone "iPhone name" cannot be synced. An unknown error occurred (13136).

OR

"The iPhone "iPhone name" cannot be synced. An unknown error occurred (13213).

Products Affected

iPhone, iPod touch, iPhone 3G, iTunes 8 for Windows, iTunes 8 for Mac, iPod touch (2nd generation)

Resolution

Use these solutions, one at a time to try and resolve the issue.

Solution 1

Make sure you have the latest version of iTunes installed.

Solution 2

Quit and reopen iTunes. If the issue continues, then restart your computer.

Solution 3

Quit iTunes, temporarily disable the anti-virus security software on your computer, then reopen iTunes and try to sync your device. If iTunes successfully syncs your iPhone or iPod touch, consult the anti-virus software vendor.

Solution 4

Turn off Genius in iTunes in the Genius sidebar (choose View > Hide Genius Sidebar).

This document will be updated as more information becomes available.

Important: Mention of third-party websites and products is for informational purposes only and constitutes neither an endorsement nor a recommendation. Apple assumes no responsibility with regard to the selection, performance or use of information or products found at third-party websites. Apple provides this only as a convenience to our users. Apple has not tested the information found on these sites and makes no representations regarding its accuracy or reliability. There are risks inherent in the use of any information or products found on the Internet, and Apple assumes no responsibility in this regard. Please understand that a third-party site is independent from Apple and that Apple has no control over the content on that website. Please contact the vendor for additional information.

iPhone 2.1 software: A pictogram (emoji mail) that is sent from an Au phone appears garbled

iTunes Guru — Wed, 03 Feb 2010 00:00:00 +0000

Symptoms

A Japanese email with a pictogram (emoji mail) sent from an Au* phone will appear garbled on an iPhone or iPod touch after installing iPhone 2.1 software.

*Au is another carrier in Japan.

Products Affected

iPhone, iPod touch, iPhone 3G, iPod touch (2nd generation)

Resolution

The pictogram characters (emoji) are special fonts that include proprietary characters used by Au phones. While the email is sent using the ISO-2022-JP character set, the addition of the non-standard pictograms causes the message to not display correctly.

This document will be updated as more information becomes available.

Additional Information

Important: Information about products not manufactured by Apple is provided for information purposes only, and does not constitute Apple’s recommendation or endorsement. Please contact the vendor for additional information.

iPhone OS 2.0 or later: Exchange ActiveSync email attachments do not download

iTunes Guru — Sat, 23 Jan 2010 00:00:00 +0000

Symptoms

When using an Exchange ActiveSync account, email attachments may not download. Tapping the attachment to start the download shows a spinning wheel which never stops.

Products Affected

iPhone, iPod touch, iPhone 3G, iPhone 3GS, iPod touch (2nd generation)

Resolution

Ensure your Exchange Server meets the system requirements: Exchange Server 2003 SP2 (or newer) or Exchange Server 2007 SP1 (or newer).

Additional Information

See these articles for additional information:

iPhone does not display attachment in email

iPhone and iPod touch: Very large Exchange attachments can cause Mail to quit

Important: Information about products not manufactured by Apple is provided for information purposes only and does not constitute Apple’s recommendation or endorsement. Please contact the vendor for additional information.

Remote for iPhone or iPod touch can’t connect to iTunes or Apple TV

iTunes Guru — Tue, 19 Jan 2010 00:00:00 +0000

Symptoms

If you are experiencing an issue where you can’t pair Remote with iTunes or Apple TV or are having difficulty connecting to an iTunes library or Apple TV that you’ve already paired with and connected to before, review the troubleshooting suggestions listed in this article.

Products Affected

iTunes 7 for Mac, iTunes 7 for Windows, AppleTV, iPhone, iPod touch, iPhone 3G, iTunes 8 for Windows, iTunes 8 for Mac, iPod touch (2nd generation)

Resolution

Local Network Connectivity

Remote needs to be connected via Wi-Fi to the same local network that iTunes or Apple TV is connected to in order to pair and control those libraries. You can determine if your devices are on the same local network if their network configuration specifies the same router IP address. The router address will be a set of 4 numbers separated by periods. To locate your devices router IP address, navigate to the following locations:

iPhone or iPod touch: Settings > Wi-Fi > [Network Name]

Apple TV: Settings > General > Network

Mac OS X: Apple menu > System Preferences > Network

Windows XP: Start > Control Panel > Network Connections > [Network Connection Name] > Properties > TCP/IP Properties

Windows Vista: Start > Control Panel > Network and Internet > Network and Sharing Center > View Status > Properties > TCP/IPv4 Properties

Check System Requirements

The iTunes library or Apple TV that you are connecting Remote to must meet the system requirements in order to connect properly. For information about system requirements, see About Remote for iPhone and iPod touch.

Update AirPort Base Stations

If using an AirPort base station, make sure to have the latest firmware update installed on your base station. Update your AirPort base station via the AirPort Utility application in your Applications > Utilities folder on your system.

iTunes Settings

In order to connect Remote with iTunes, iTunes must be open on your Mac or PC. You must also have the iTunes preference "Look for iPhone and iPod touch Remotes" enabled. This setting is enabled by default, however you can verify that it is enabled in the Devices tab of iTunes preferences.

A maximum of five Remotes can be paired to either iTunes or Apple TV. If this limit has been reached and a new Remote needs to be paired, remove Remote pairings in iTunes or Apple TV. In iTunes, click the Forget All Remotes button in the Devices tab of iTunes preferences. On Apple TV, choose Settings > General > Remotes.

Firewall Settings

If you have a firewall enabled in your router or computer, make sure that the firewall is not blocking communication between Remote and your iTunes or Apple TV. Remote uses TCP port 3689 and UDP port 5353 to communicate with your iTunes or Apple TV. To configure your firewall to add these ports:

For Mac OS X 10.5, you don’t have to edit the port addresses, but make sure the firewall is not set to "Allow only essential services" as described in Mac OS X 10.5 Leopard: About the Application Firewall.

For Mac OS X 10.4.11 and earlier please follow these instructions.

For Windows Vista Firewall please follow these instructions.

For Windows XP Firewall please follow these instructions.

If you use other firewall software or hardware check the software documentation on how to open these ports.

Additional Information

For additional information refer to Remote application may not respond while Apple TV is syncing to iTunes.

Important: Information about products not manufactured by Apple is provided for information purposes only and does not constitute Apple’s recommendation or endorsement. Please contact the vendor for additional information.