Why does the Apple mobile device support file keep being removed from USB controllers list?

This week my ASUS Vivobook Manager began removing the usbaapl64 file (Apple mobile device support) from the list of USB controllers shown in the Device Manager.  I'm having to reinstall it every time I connect my iphone or ipad mini before they can be recognized by iTunes when I plug the cable in.  Have gone through all the Apple support files and think the problem may be on the Windows side.
|
Answer
Answer

Hi Kitty,


Please answer these questions in order to understand the issue better.


1.       Dose other USB device works fine on the computer?

2.       Did you try connecting the Apple mobile device to another USB port and check?

3.       Do you remember making any changes on the computer prior to the issue?

4.       Which antivirus program are you using on the computer?

 

It sounds like the Apple USB driver ON your PC is infected or security software is detecting it as virus and removing it from running on Windows. Follow these methods and check if it helps:

 

Method 1: I would suggest you to scan your computer with Microsoft Safety Scanner, which would help us to get rid of viruses, spyware, and other malicious software. The Microsoft Safety Scanner is a free downloadable security tool that provides on-demand scanning and helps remove viruses, spyware, and other malicious software. It works with your existing antivirus software.


http://www.microsoft.com/security/scanner/en-us/default.aspx


Also refer to this link: http://windows.microsoft.com/en-us/windows-8/how-find-remove-virus


Note: The Microsoft Safety Scanner expires 10 days after being downloaded. To rerun a scan with the latest anti-malware definitions, download and run the Microsoft Safety Scanner again.


Disclaimer: Any data files that are infected may only be cleaned by deleting the file entirely, which means there is a potential for data loss.


 

Method 2: Completely remove iTunes via this support document http://support.apple.com/kb/HT1923 and then reinstall. Follow the directions to the letter to make sure everything is removed and then a fresh install can be made. Start iTunes, reconnect the Apple Phone and it should download the necessary drivers.


 

Method 3: Also based on my research this driver file (usbaapl64) is being detected as Trojan by most of the antivirus program. I would suggest you to disable the antivirus software and check. If you are using third party antivirus program refer the manual or contact their support site to disable security software.


 

Note: Antivirus software can help protect your computer against viruses and other security threats. In most cases, you shouldn't disable your antivirus software. If you have to temporarily disable it to install other software, you should re-enable it as soon as you're done. If you're connected to the Internet or a network while your antivirus software is disabled, your computer is vulnerable to attacks.


Hope this helps. If you need further assistance with Windows, let us know and will be glad to help.


John Rubdy
Forum Moderator | Microsoft Community

1 person found this reply helpful

·

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

Answer
Answer
John, thank you so much for this advice.  Your Method 2 (reinstalling iTunes) seems to have fixed this the second time around.  When I reread the Apple technical note, I realized that I hadn't uninstalled the other pieces of Apple software it lists.  So I uninstalled everything, reinstalled, and added the Apple Mobile Device Service to the Windows 8.1 list of USB drivers.  So far, it's staying put, and my iPhone and iPad show up in the ITunes window when the USB cable is plugged, as they should.  Also, thanks for your advice about the antivirus software.  Although there doesn't seem to be an issue with mine (McAfee), I'll keep your advice for future reference. 
Best,
Kitty

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

 
 

Question Info


Last updated April 7, 2020 Views 739 Applies to: