1- The most common issue when having problems acquiring Apple iOS devices (iPhone/iPad) is the cable. We recommend always using a genuine Apple cable. Some generic cables and cables used by other forensic software may not be compatible with Mobilyze and BlackLight. When you encounter problems, try using a second cable and try a different USB port.
2- The next most common issue with iOS devices usually impacts Windows users.
Mobilyze and BlackLight Windows installers include the option to install the BlackBag Driver Pack. We recommend installing the driver pack to support Apple iOS devices. If you choose not to install the Apple driver and Apple mobile device support, it will be necessary to install the free Apple iTunes application.
In some cases the Apple driver may need to be repaired. One way to do this and make sure you have the latest Apple mobile device support, is to install/update the iTunes application. If at some point iTunes was installed on the Windows machine and then un-installed without removing all components, this could interfere with the Apple driver and Apple mobile device support that is needed for BlackLight and Mobilyze. We recommend following Apple’s instructions here to properly un-install all of iTune’s components. Then either install the BlackBag Driver pack or install a fresh download of the Apple iTunes application.
*Important* - By default, iTunes is set to sync any attached iOS device attached to the computer. The first time iTunes is opened, we recommend NOT having an iOS device attached to your computer. We also recommend turning off this setting by going to [Edit] menu, choose [Preferences], click Devices, then select Prevent iPods, iPhones, and iPads from syncing automatically.