RESOLVED - Itunes problems syncing with iphone

[bladessf]

HI Everyone - I purchased an iphone last year and had terrible issues with freezing while syncing to itunes. After months of issues esp with updates bricking the phone, I shutdown AVG antivirus and my firewall(zonealarm) on a vista 32 ulitmate laptop (after disconnecting from the internet) and it proceeds to update without a problem and the sync is lightning fast.

I changed antivirus to Avast because of all the issues with AVG so I decided to try to sync with AVast on.  I get the same freezes and error writing to the computer so syncs can't occur.  I am a novice with regard to setting exclusions.  What would I set to exclude real time scanning of the iphone to itunes during the sync process?  Backup is made to AppData/roaming/applecomputer/mobilesync/backup.  However syncing is to itunes music folder I think???

Any help would be appreciated. I dislike disabling the entire firewall, antivirus during syncin - extra work!!

Appreciate any help.
Sue

[CharleyO]

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Hi Sue,

I have no experience with an iphone but I am sure someone here has.


***

[s4u]

Sounds like a iTunes thing. What version of iTunes do y0u have installed?

[scythe944]

iTunes on Windows has always been a problem in my opinion, but that's besides the point.

Make sure that you have ran the uninstall tool for AVG to make sure that all traces have been removed.  If not, it can/will cause problems with other A/V programs (search around the forum to see proof).

AVG's removal tool can be found on AVG's website here: http://www.avg.com/us-en/download-tools

You shouldn't need to add exclusions just to sync a phone.  I don't have an iPhone, but I do have avast and an old Gen 5 iPod (it was a gift) and it syncs just fine with iTunes.

[SafeSurf]

You may also want to contact iTunes technical support http://www.apple.com/support/contact/.  They are very quick to respond and helpful.

[swarnava]

in addintional with safesurf instruction you can also contact with itune forum by here

http://discussions.apple.com/category.jspa?categoryID=149

[bladessf]

Thank you all for your suggestions.  I did NOT use the AVG removal tool.  So that will be the first thing I will do to see if it is just remnant AVG issues.  I also read somewhere that I should reinstall AVast after I run AVG tool.
Is that correct? 
If that doesn't work I will follow some of the other suggestions. I did contact Apple about the initial problem before AVAST and they were very sympathetic but had no suggestions on how to correct the problem.  I don't remember who or where I got the idea to turn off the antivirus.
It is easy enough to do but I worry that if I should get a phone virus I may just allow it to propagate to the PC

I will work on this on the weekend and report back

Thanks so much for the help
Sue

[scythe944]

It's a good idea to run the uninstaller for AVG, and possibly the one for Avast as well to make sure that there's nothing left before you install Avast again.

http://www.avast.com/uninstall-utility

There's instructions available on that page.

[SafeSurf]

I don't remember who or where I got the idea to turn off the antivirus.
It is easy enough to do but I worry that if I should get a phone virus I may just allow it to propagate to the PC.

I do not recommend this.  I know they say that "some" security software can interfere, but putting your machine and phone at risk seems to me worse.  Therefore I would leave it on.

After you uninstall AVG with their uninstaller tool, remember to reboot your machine.

Then do an uninstall and clean install of Avast:

1. Save a copy of newest version of Avast (5.0.677) for the version you need and save it to your HDD:
Free – http://files.avast.com/iavs5x/setup_av_free_eng.exe
Pro –  http://www.avast.com/pro-antivirus#tab4
AIS –  http://files.avast.com/iavs5x/setup_ais.exe
2. Download the Avast Uninstall Utility, aswClear5.exe http://www.avast.com/uninstall-utility and save it to your HDD (it has uninstall tools for both 4.0 and 5.0).
3. Disconnect from the Internet at this time.
4. Go to Control Panel and uninstall Avast through Add/Remove Programs if possible and reboot.
5. If Step 4 fails, boot into Safe Mode (hit F8 repeatedly) and run the Avast Uninstall Tool.
6. Reboot.
7. Install the newest version of Avast and reboot.
8. Get Internet access and register your copy or add the license key for Free, Pro, or AIS.
    Free – http://www.avast.com/registration-free-antivirus.php
9. Update the Avast definitions.

If you still have problems, you may need to think about ZA FW.  We have had users with conflicts with this and there are alternatives. 

I would also suggest that you do not sync within the first 15 minutes of starting your machine since Avast may be pushing an update to your machine, and perhaps this may cause a conflict.  But post back and let us know how things work and we'll take it one step at a time.  Thank you.

[bladessf]

Dear SafeSurf -

Thank you for the detailed instructions and the links for the appropriate downloads.  This project is going to need dedicated time so I am going to tackle this on the weekend.  The snows are going to flying in upstate NY.  This job will be fun while watching the white stuff accumulate!!!

Sue

[SafeSurf]

Oh, oh...are you telling me I need to get my shovel out now too?  I'll be here behind my machine here to help you if you need me. 

[bladessf]

Hi SafeSurf you marvelous person you!!!  I followed your instructions (and again appreciate the details).
I was able to sync my phone smoothly with both firewall and avast on.  However when I checked my ipod app (my music and podcasts) the phone said there was no content.  This sometimes happens so I re synced but still got the no content.  I decided to turn off zonealarm but keep avast on and low and behold everything synced fine.  The music content magically appeared on the phone again.

In the past with AVG and the firewall I would get unbelievable freezes that had to be overrun by power shutting down the computer and rebooting in safe mode.  Now with AVAST and your help the sync process runs as smooth as when I have both firewall and antivirus shutdown.  The problem now seems to be with zonealarm preventing the license code to pass to the phone to allow viewing of the music loaded on the phone.

I looked at program control in zonealarm and all recognizable itunes, mobile sync and bonjour have proper permissions.  There must be a cryptic program that is preventing the license to upload to the phone. I will peruse the zonealarm forums to see if there is as wonderful a person as you and the rest of this group that has an answer.  I don't mind shutting the firewall down (after disconnecting from the internet) to sync.  I was real worried about viruses from the phone.

I know you have suggestions for another firewall but I am so used to zonealarm - have been using it for years.  My ipod syncs fine.  It has just been the iphone that has created some weird problem.

Appreciate this groups' help.  The previous freezes and lockups were intolerable.  Apple was of no help either.

Sue

[bladessf]

ALL CURED

Thank you all for your help.  Uninstalling AVG properly and installing Avast properly led to an almost perfect sync except for the ipod section of the iphone as I wrote in the previous post.  This led to Zonealarm being the culprit.
I went to the forum at Zonealarm and was informed that there was a bug in the engine I was using.  Despite the fact that I have the paid version of zonealarm I was never properly notified of the update.  Even when I tested and checked for updates in the program I was given the notice that I was up to date!!!  I manually downloaded the new engine.  With that update I WAS FINALLY ABLE TO SYNC MY iPHONE TO ITUNES WITHOUT SHUTTING DOWN AVAST OR ZONEALARM.

Am I a happy camper.

SAFESURF you are my hero!!!

I really like AVAST as compared to AVG.  I especially like the sandboxing. I feel secure surfing the web.

A very satisfied customer

Hope everyone has a very happy holiday season.  I received an early gift today with this problem resolved.

Sue

[scythe944]

Glad you got it fixed!

Zonealarm is known to give problems here and there, and thankfully they try to fix the problems with updates.

I really like AVAST as compared to AVG.  I especially like the sandboxing. I feel secure surfing the web.

I switched from AVG about 3 years ago, and feel the same way.

A very satisfied customer

Hope everyone has a very happy holiday season.  I received an early gift today with this problem resolved.

Sue

Enjoy! and Happy Holidays to you as well.

[SafeSurf]

I'm glad that your problems are fixed...in time for you to shovel too.   Don't feel bad, it's snowing where I live too.

Now that your issue is resolved/fixed, please go back to the first open post in this topic, click the modify button in that Post and change the title/subject, add [Resolved] to the beginning of the title so this thread can be closed. 

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