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‎10-22-2020 05:03 PM

HP Recommended
Product: HP Laptop Model 15z

Hello,

 

I purchased my laptop back in the spring and have never been able to sync my iPhone up to it. I thought it was an issue with the iPhone itself, but after speaking extensively to multiple agents online, it sounds like it is an issue with the USB ports in my computer. I have tried all three and none work. Sometimes I can begin the synching process (and can fetch a couple of files by going through my folders), but it always stops abruptly and I am stuck. The message I always get is "We're having trouble connecting, make sure your iPhone is unlocked". It is unlocked, and I am going through all of the appropriate steps, which is why I believe it's a defect in the computer itself. I assume I will have to actually call HP support but have tried and been on hold for long periods to no avail, so I thought I'd hop on here to see if anyone else has had this issue with this particular computer. I live in a small town and unfortunately don't have many options for in person support here. Any suggestions or other reasons that may explain this issue? I use and purchased my laptop primarily for submitting videos I record on my iPhone, so as you can imagine, having to go around byway of uploading via WiFi through YouTube or through Google Drive has been extremely tedious and time consuming. Definitely open to any additional options that anyone has used on that front as well. Thank you so much in advance for any help!

3 REPLIES 3

‎10-22-2020 05:10 PM - edited ‎10-22-2020 05:11 PM

HP Recommended

@JenCC 

This is not an HP issue per se -- as I have Android phones and encountered this same problem on ALL my Windows 10 PCs. Oddly enough, I did NOT encounter this issue on any of my really old Win7 PCs.

 

It is really a Windows 10 driver issue -- and since HP does not supply drivers for Apple products, you will have to get the driver from Apple.

 

When I went to Samsung, found their Mobile Devices driver, downloaded and installed that -- I stopped having these problems with Win10 and the Android phone.



I am a volunteer and I do not work for, nor represent, HP
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‎10-22-2020 06:23 PM

HP Recommended

Wow thank you so much for your reply! While still inconvenient, that does sound like a relatively easy issue to fix. I am a bit of a novice, so when you say I need to get the drivers from Apple, do you mean on my phone somehow through the App Store? Or onto my computer through Apple? If you wouldn’t mind giving me a quick walk-through I would greatly appreciate it. Again, thank you so much for responding!

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‎10-22-2020 10:11 PM

HP Recommended

@JenCC 

Sorry, I should have been more specific.

 

You need to go to Apple Support and see if they have Windows 10 drivers for connecting their phone via USB cable.



I am a volunteer and I do not work for, nor represent, HP
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