Ipod shuffle not being seen in Itunes

Hi,

A client is having trouble with an Apple device not being seen in iTunes.
The PC is a Windows 7 Pro SP1 O/S running iTunes 12.1
All other Apple devices from iphones to itouches etc are working as they should and being seen in iTunes but not this device yet if you plug the device to another PC it sees it with no problems.

we have done the following

1. uninstalled all apple products and re-installed - No joy
2. created a new windows profile - no joy
3. under the new windows profile ( that is an administrator account) uninstalled and re-installed Apple products - no joy
4. logged in as the "administrator" user - done the above - and still no joy
5. uninstalled all 3rd party security applications (Anti virus etc) - and still no joy

remembering other apple devices are working OK.

Have spoken to Apple, they say its PC related and not the device

I am running out of options
Any thoughts greatly appreciated
Thanks
Marc JacobsAsked:
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Thomas GrassiSystems AdministratorCommented:
Ok when any usb device like iphone ipad itouch ipod etc connects to a computer it assigns a drive letter to the device.

Do you see the device in disk manager?

If not there then this computer is not detecting the device

Could someone have assigned the drive letter when this did work and now that drive letter is in use?

I seen this cause devices not to work correctly.

hope this helps
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Marc JacobsAuthor Commented:
HI,

the usb device icon appears in the bottom right hand corner, if I right click and choose open devices, the Apple ipod device is listed there, I haven't directly looked in disk manager
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Thomas GrassiSystems AdministratorCommented:
Ok

that's good so far

check disk manager see if  it is listed

Does iTunes autostart when a device is plugged in?

does this happen after another device was connected?

How about restart computer and make this device the first one to plug in

see if that helps
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Marc JacobsAuthor Commented:
disk manager shows the removable device
iTunes doesn't autostart with the ipod connected but other devices do auto start with iTunes.

When the ipod was the only usb device, it wasn't seen in iTunes

Thanks
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Thomas GrassiSystems AdministratorCommented:
Thanks for the update

I will sleep on this see if I can figure something for you in the am
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Thomas GrassiSystems AdministratorCommented:
Hi

I found this on the apple site

https://support.apple.com/en-us/HT204095

Have you seen this?  Have you tried any of those suggestions?
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Kyle SantosQuality AssuranceCommented:
Try resetting the iPod shuffle
https://support.apple.com/en-us/HT201605
(If you have a different version iPod shuffle click here)
To reset iPod shuffle:
1.  Disconnect iPod shuffle from the computer (if connected).
2.  Move the switch on the iPod shuffle to the OFF position. Note that when iPod shuffle is off, the green stripe by the switch is not visible.
1st Generation      2nd generation      3rd generation      4th generation

3.  Wait five seconds. For iPod shuffle (3rd and 4th generation), wait ten seconds.
4.  Move the switch to the play in order or the shuffle position. The green stripe will be visible in either position. For iPod shuffle (2nd and 4th generation), slide the power switch on (and you can see the green stripe).
iPod shuffle is now reset.
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Marc JacobsAuthor Commented:
Kyle - thanks - i'll give this a go, can't remember if I have done this
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Kyle SantosQuality AssuranceCommented:
You're welcome!  Let us know how it goes.

o/
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Marc JacobsAuthor Commented:
Apple have finally come to the conclusion that they should replace the ipod.
I can confirm the new ipod works like all other apple devices.
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Kyle SantosQuality AssuranceCommented:
I'm glad to hear something worked out in the end for you.  

o/
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Marc JacobsAuthor Commented:
Vendor has replaced the device after all the testing and diagnostics done
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