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Richard Schierer

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Client has a Surface Pro w/ Win 10 and an iPhone XR w/ iOS v. 13.5.1 will not allow pictures to sync

Client has a Surface Pro w/ Win 10 and an iPhone XR w/ iOS v. 13.5.1
He has iTunes installed
When he connects the iPhone to the Surface Pro via Apple provided charging cable, it does not recognize that the iPhone has been connected.
No sound of a new device
No visual of a new device
Windows File Manager does not open up (as it did in the past) and ask to download pictures from iPhone
I checked in Device Manager and the iPhone does not show up at all , even at the bottom.
I have tried to add a new device and his iPhone does show up, I click next and it displays a 6 digit number asking to confirm if this is the passcode for the iPhone, It is not the passcode to unlock the phone.
I have tried to delete the device from Device Manager and restart it, but there is nothing showing to delete, except in Other Devices at the bottom, but there is no USB device driver as has been showing in google searches.
This client is remote to me, so everything I have done is via remotely accessing his Surface Pro and relying on the client to tell me what they see or hear on the iPhone.
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Jazz Marie Kaur
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