Symptom
Your computer recognizes iPod when you connect it to the FireWire port, but MUSICMATCH Jukebox does not.
Solution
In MUSICMATCH Jukebox, your iPod should appear in the PortablePlus window under the Attached Portable Devices folder.
Figure 1 PortablePlus window
If the PortablePlus window is not open, you can open it by choosing "Download Files to Portable Devices" from the File menu.
If iPod does not appear in MUSICMATCH Jukebox's Attached Portable Device folder list, follow these steps in order until iPod appears. When iPod appears, you can stop.
System requirements
Make sure your computer meets the system requirements to use iPod for Windows. See technical document 60971, "iPod: System Requirements".
Must be iPod for Windows
iPod for Windows Software will only recognize iPod for Windows. You cannot use iPod for Macintosh with a Windows-compatible computer. To see which model of iPod you have, follow the instructions in technical document 61672, "iPod 1.2: How to Determine iPod's Hard Disk Format".
iPod charged or getting power
iPod must either be getting power from the FireWire bus, or have a charge for it to be recognized. For more information see technical document 61676, "iPod for Windows: Does Not Charge When Connected to Your Computer".
Quit and re-open MUSICMATCH Jukebox
Quit MUSICMATCH Jukebox, then re-open it.
Restart the computer
Restart your Windows computer.
Reconnect iPod
If you see the "OK to disconnect" screen on iPod:
If you see the "Do not disconnect" screen on iPod:
Reset iPod
Reset iPod. For more information see the technical document 61705, "iPod: How to Reset".
Restore iPod
Restore iPod. For more information see technical document 60983, "iPod: How to Restore". Warning: The restore process cannot be undone and all of your data and music will be deleted. You should always keep a backup of all of your important data.
Software installed/reinstall
Make sure the iPod for Windows software is installed from the iPod for Windows CD that came with iPod. Verify that the iPod Watcher appears in the system tray. Reinstall the iPod for Windows software. For more information see technical documents 61669, "iPod for Windows Software 1.0: How to Install" and 61817, "iPod for Windows 2.0: How to Install".
Important: iPod for Windows software must be installed on the C drive.
Install/remove FireWire drivers
The FireWire card drivers included with Windows XP may work with your computer's FireWire card. In some cases, the card's manufacturer may publish later drivers with better performance than those included with Windows XP. If you have followed the other troubleshooting steps in this document, and iPod still does not appear in MUSICMATCH Jukebox, consider installing these drivers, which are generally included on a CD-ROM disc with the card, or are available from the manufacturer's website. If you have already installed them, consider removing them and using the drivers included with Windows XP instead.
Related documents
61711: "iPod for Windows: Computer Doesn't Recognize iPod".
Your computer recognizes iPod when you connect it to the FireWire port, but MUSICMATCH Jukebox does not.
Solution
In MUSICMATCH Jukebox, your iPod should appear in the PortablePlus window under the Attached Portable Devices folder.
Figure 1 PortablePlus window
If the PortablePlus window is not open, you can open it by choosing "Download Files to Portable Devices" from the File menu.
If iPod does not appear in MUSICMATCH Jukebox's Attached Portable Device folder list, follow these steps in order until iPod appears. When iPod appears, you can stop.
System requirements
Make sure your computer meets the system requirements to use iPod for Windows. See technical document 60971, "iPod: System Requirements".
Must be iPod for Windows
iPod for Windows Software will only recognize iPod for Windows. You cannot use iPod for Macintosh with a Windows-compatible computer. To see which model of iPod you have, follow the instructions in technical document 61672, "iPod 1.2: How to Determine iPod's Hard Disk Format".
iPod charged or getting power
iPod must either be getting power from the FireWire bus, or have a charge for it to be recognized. For more information see technical document 61676, "iPod for Windows: Does Not Charge When Connected to Your Computer".
Quit and re-open MUSICMATCH Jukebox
Quit MUSICMATCH Jukebox, then re-open it.
Restart the computer
Restart your Windows computer.
Reconnect iPod
If you see the "OK to disconnect" screen on iPod:
- 1. Unplug iPod.
2. Wait until iPod displays the Main menu.
3. Plug iPod back in to the computer.
4. Open MUSICMATCH Jukebox if it does not open by itself.
If you see the "Do not disconnect" screen on iPod:
- 1. Eject or "unmount" iPod using one of the recommended ways listed in technical document 61724, "iPod for Windows: How to Eject and Disconnect iPod From Your Computer"
2. Unplug iPod.
3. Wait until iPod displays the Main menu.
4. Plug iPod back in to the computer.
5. Open MUSICMATCH Jukebox if it does not open by itself.
Reset iPod
Reset iPod. For more information see the technical document 61705, "iPod: How to Reset".
Restore iPod
Restore iPod. For more information see technical document 60983, "iPod: How to Restore". Warning: The restore process cannot be undone and all of your data and music will be deleted. You should always keep a backup of all of your important data.
Software installed/reinstall
Make sure the iPod for Windows software is installed from the iPod for Windows CD that came with iPod. Verify that the iPod Watcher appears in the system tray. Reinstall the iPod for Windows software. For more information see technical documents 61669, "iPod for Windows Software 1.0: How to Install" and 61817, "iPod for Windows 2.0: How to Install".
Important: iPod for Windows software must be installed on the C drive.
Install/remove FireWire drivers
The FireWire card drivers included with Windows XP may work with your computer's FireWire card. In some cases, the card's manufacturer may publish later drivers with better performance than those included with Windows XP. If you have followed the other troubleshooting steps in this document, and iPod still does not appear in MUSICMATCH Jukebox, consider installing these drivers, which are generally included on a CD-ROM disc with the card, or are available from the manufacturer's website. If you have already installed them, consider removing them and using the drivers included with Windows XP instead.
Related documents
61711: "iPod for Windows: Computer Doesn't Recognize iPod".