Resolved iTunes "Back Up Now" button greyed out

[wolnavi]

Hey guys, I do my iTunes backup daily but today, out of the blue, both the "Back Up Now" and "Restore Backup" button are greyed out... The storage is also uncategorized... Please have a look at this image:

I tried to:

1. Restart PC
2. Force restart iPhone
3. Uninstall iTunes completely and reinstall by following this guide...
4. Tried the iTunes.exe /setPrefInt DeviceBackupsDisabled 0 CMD command
5. Tried on 2 different Windows 10 laptops
6. Tried different lightning cables for both laptops and my desktop

I tried contacting Apple Support but they told me to visit them so their technician could check on the device, but I just wanna know if anyone else has any other methods I could try before bringing it down...

Thank you

 

[Minorite]

If still relevant, the switch is on iCloud backup, not local with iTunes. Have you tried changing it?

 

[wolnavi]

If still relevant, the switch is on iCloud backup, not local with iTunes. Have you tried changing it?

Yes, before that day, I was able to let iCloud do it's automatic backup and me manually backing up to iTunes

I tried switching the option to "This Computer" but still the same, "Back Up Now" and "Restore Backup" is greyed out...

 

[axantas]

Then you defintely should have a look at the fact, that it only shows "other" data.
I know this behaviour: Using wifi sync, sometimes the phone shows up like it would be connected by cable (with all the phone details and battery, top left) showing only "other" Usually this goes away, if I just restart iTunes.
Syncing the phone in that "yellow" state results in "not enough storage space"
Trying to back it up will fail, as iTunes does not know what to backup. Generally it means, iTunes does not "know" that phone 100% anymore

 

[Minorite]

Yes, before that day, I was able to let iCloud do it's automatic backup and me manually backing up to iTunes

I tried switching the option to "This Computer" but still the same, "Back Up Now" and "Restore Backup" is greyed out...

Just in case, have you tried change the switch to "This computer" > restart both device and computer, connect it via USB > open iTunes and try again?

 

[wolnavi]

Then you defintely should have a look at the fact, that it only shows "other" data.
I know this behaviour: Using wifi sync, sometimes the phone shows up like it would be connected by cable (with all the phone details and battery, top left) showing only "other" Usually this goes away, if I just restart iTunes.
Syncing the phone in that "yellow" state results in "not enough storage space"
Trying to back it up will fail, as iTunes does not know what to backup. Generally it means, iTunes does not "know" that phone 100% anymore

Oh no... So what should I do or what can I do?

Just in case, have you tried change the switch to "This computer" > restart both device and computer, connect it via USB > open iTunes and try again?

I believe there would be no difference as I have already tried it on another 2 different computers, in addition to restarting the phone...

 

[axantas]

As I wrote - in my cases, it is just a glitch, happening from time to time and going away again. No idea about the real cause. Fact is: The computer has lost the info about the different content and only sees used memory. Worst case: you need to erase the phone and restart from your last working backup.
Alternative: Try iMazing for examination - it is partly free.

>> Are you still on iOS 12.4.1 - your screenshot shows this version. Updating it just on the phone itself might be helpful too.

 

[wolnavi]

As I wrote - in my cases, it is just a glitch, happening from time to time and going away again. No idea about the real cause. Fact is: The computer has lost the info about the different content and only sees used memory. Worst case: you need to erase the phone and restart from your last working backup.
Alternative: Try iMazing for examination - it is partly free.

>> Are you still on iOS 12.4.1 - your screenshot shows this version. Updating it just on the phone itself might be helpful too.

Tried iMazing, it also sees the all of the data on the iPhone as "Others"...

Yes I am, don't wanna update yet as I read a Forbes article that says if I'm still on iOS 12, I should still wait before updating to iOS 13... Besides, I can't update if I can't perform a iTunes backup...

 

[axantas]

😬...
I guess everything on the phone still works and plays the way it should. As you do have your music in your library on the Mac, I would try to delete some music (an album or playlist) directly on the phone, maybe it will rebuild the remaining stuff on the phone the correct way. The deleted music can be resynced easily afterwards. Movies do have a delete button as well.

 

[Minorite]

Oh no... So what should I do or what can I do?


I believe there would be no difference as I have already tried it on another 2 different computers, in addition to restarting the phone...

Depends, I would test it again just in case. Also, there's a chance of some iOS corruption. Update iOS with iTunes next time when possible (OTA won't work as it doesn't make a clean update) and check if persists.

 

[axantas]

Depends, I would test it again just in case. Also, there's a chance of some iOS corruption. Update iOS with iTunes next time when possible (OTA won't work as it doesn't make a clean update) and check if persists.

Update iOS in iTunes triggers a local backup prior to the update - which is not possible in this case.
The only way would be a "non clean" update OTA.

 

[PNutts]

Just wanted to jump in and say I'm having the same problem. My last backup was 1/12/2020. It's happening on two different iPhones both on 12.4.1. I have not tried a different PC, but I did about a 90% uninstall as described in step 3 above. I'll try a third iPhone that's still on 11.x and plug into a Mac to see what happens.

Edit: No iPhones (versions 11.x, 12.4.1, and 13.3)work on my iTunes 12.10.3.1 on Windows 10 ver. 10.0.18363.592. On a Mac my iPhone 12.4.1 shows storage normally and the backup / restore buttons are available. No application updates since my last backup on 1/12/2020. However, Windows has three updates KB4528760, KB4532938, and KB4528759. I'll see what those three updates are (one is security) and if they can be uninstalled.

Edit2: Uninstalled KB4528760 and KB4532938 but problem not resolved. KB4528759 cannot be removed.

 

[jpadhiyar]

Oh, you are in a real fix! By any chance, have you synced any iOS device other than your iPhone Xs Max?

 

[slooksterPSV]

How much disk space do you have left on your primary drive? If there isn’t enough to store or unpack it won’t work.

 

[drscripps]

I've had the same problem starting mid-January 2020.

I could not back up my iPhone because the "backup now" button is greyed out and all content of my iPhone 8 and iPad appear as "Other" just as reported by the original poster.

Here are more data points:

1. The problem still remained after following these instructions for complete removal and reinstallation of iTunes: https://support.apple.com/en-us/HT204275
2. My iOS 13.3 is the latest at this time, as is iTunes 12.10.3.1 (64-bit on Win 7)
3. It is an issue even with another user account I created on the same computer
4. The issue persists even if I removed (saved somewhere else) my iTunes library before reinstalling iTunes. I tried doing this as Administrator but had the same outcome.
5. The problem is not seen on 2 other computers, one Windows 7 and another Windows 10 Home. On those computers I'm able to back up and the content is properly broken down in apps, music, videos, etc.
6. I wondered if it might be a driver issue, but Windows 7 says I'm using the latest.
7. I have a lot of free disk space: 348 GB on my Windows 7 computer's main drive
8. I tried uninstalling some recent Windows updates but that did not help either.
9. I removed my computer as trusted, then added it back, but that did not make the problem go away

Someone claimed to have success back in 2017 for what seems to be a similar issue (backup button grayed out, but he didn't mention that all the iPhone content is displayed as "Other"): https://forums.imore.com/showthread.php?t=393465&p=2988299&viewfull=1#post2988299

 

[timsnapps]

I've had this problem for the past week too. I'm guessing it has to do with a Windows 10 update. I'm seeing people highlighting the same problem on multiple forums with no solution. This seems to be the most comprehensive thread so far. I've tried multiple iPhones and iPads and

1. All have the "backup now" button greyed out in iTunes
2. All content appears as "Other"
3. All say the device has never been backed up, even though they have

If someone figures this out please share.

 

[wolnavi]

😬...
I guess everything on the phone still works and plays the way it should. As you do have your music in your library on the Mac, I would try to delete some music (an album or playlist) directly on the phone, maybe it will rebuild the remaining stuff on the phone the correct way. The deleted music can be resynced easily afterwards. Movies do have a delete button as well.

I don't use iTunes for music, and I do not have a Mac... I use Windows

I use another software to add my music to my iPhone

I do not have any movies

Depends, I would test it again just in case. Also, there's a chance of some iOS corruption. Update iOS with iTunes next time when possible (OTA won't work as it doesn't make a clean update) and check if persists.

Like I said, I do not wish to update if I can't perform a iTunes backup...

Just wanted to jump in and say I'm having the same problem. My last backup was 1/12/2020. It's happening on two different iPhones both on 12.4.1. I have not tried a different PC, but I did about a 90% uninstall as described in step 3 above. I'll try a third iPhone that's still on 11.x and plug into a Mac to see what happens.

Edit: No iPhones (versions 11.x, 12.4.1, and 13.3)work on my iTunes 12.10.3.1 on Windows 10 ver. 10.0.18363.592. On a Mac my iPhone 12.4.1 shows storage normally and the backup / restore buttons are available. No application updates since my last backup on 1/12/2020. However, Windows has three updates KB4528760, KB4532938, and KB4528759. I'll see what those three updates are (one is security) and if they can be uninstalled.

Edit2: Uninstalled KB4528760 and KB4532938 but problem not resolved. KB4528759 cannot be removed.

I'm on Windows 7 sadly

I tried on another 2 Windows 10 PCs, 1 on 1909 and 1 on 1903 but still the same, the buttons were greyed out... iTunes was latest version at that time of testing

Oh, you are in a real fix! By any chance, have you synced any iOS device other than your iPhone Xs Max?

No

How much disk space do you have left on your primary drive? If there isn’t enough to store or unpack it won’t work.

366 GB

I've had the same problem starting mid-January 2020.

I could not back up my iPhone because the "backup now" button is greyed out and all content of my iPhone 8 and iPad appear as "Other" just as reported by the original poster.

Here are more data points:

1. The problem still remained after following these instructions for complete removal and reinstallation of iTunes: https://support.apple.com/en-us/HT204275
2. My iOS 13.3 is the latest at this time, as is iTunes 12.10.3.1 (64-bit on Win 7)
3. It is an issue even with another user account I created on the same computer
4. The issue persists even if I removed (saved somewhere else) my iTunes library before reinstalling iTunes. I tried doing this as Administrator but had the same outcome.
5. The problem is not seen on 2 other computers, one Windows 7 and another Windows 10 Home. On those computers I'm able to back up and the content is properly broken down in apps, music, videos, etc.
6. I wondered if it might be a driver issue, but Windows 7 says I'm using the latest.
7. I have a lot of free disk space: 348 GB on my Windows 7 computer's main drive
8. I tried uninstalling some recent Windows updates but that did not help either.
9. I removed my computer as trusted, then added it back, but that did not make the problem go away

Someone claimed to have success back in 2017 for what seems to be a similar issue (backup button grayed out, but he didn't mention that all the iPhone content is displayed as "Other"): https://forums.imore.com/showthread.php?t=393465&p=2988299&viewfull=1#post2988299

Sadly my problem is seen on other 2 Windows 10 laptops...

I've had this problem for the past week too. I'm guessing it has to do with a Windows 10 update. I'm seeing people highlighting the same problem on multiple forums with no solution. This seems to be the most comprehensive thread so far. I've tried multiple iPhones and iPads and

1. All have the "backup now" button greyed out in iTunes
2. All content appears as "Other"
3. All say the device has never been backed up, even though they have

If someone figures this out please share.

Not Windows 10 update as i'm on Windows 7 and am having the same issue too...

 

[Houston Brown]

I had this same issue and was on the phone with Apple Senior Advisor and we got it fixed. He took me strait to the Command line and had me put in this text. It is Case Sensative so cut and paste it to be safe.

defaults remove com.apple.iTunes DeviceBackupsDisabled

Restart iTunes.

Hope this helps.

 

[drscripps]

I had this same issue and was on the phone with Apple Senior Advisor and we got it fixed. He took me strait to the Command line and had me put in this text. It is Case Sensative so cut and paste it to be safe.

defaults remove com.apple.iTunes DeviceBakupsDisabled

Restart iTunes.

Hope this helps.

Thanks for sharing.

Perhaps a typo (DeviceBackupsDisabled)? This looks like the Mac equivalent of the recommendation you can find online (YouTube etc) that Wolnavi and I already tried but did not help resolve our problem.

iTunes.exe /setPrefInt DeviceBackupsDisabled 0

 

[PNutts]

I fixed mine but can't be sure which of the two things I did resolved it.

1. I removed every bit of Apple software from the PC including system folders and deleted every reference to Apple products from the registry. Reboot and reinstalled iTunes and it still had the problem.
2. My phone is only plugged into iTunes long enough to back up, so I decided to leave the phone plugged in overnight in case a cache had to rebuild or something. The next morning I forgot to look and ejected the phone normally. That evening I plugged the phone in and storage was shown normally and I was able to backup (the buttons were available again).

I don't know if it was one or both of those things, but if you haven't already done this I would leave the phone plugged in for at least nine hours and see what happens.

Edit: Looks like I forgot to mention my Windows 10 is x64 and installing iTunes on a different PC with same version OS showed the storage normally and I could back up on it.

 

[drscripps]

I fixed mine but can't be sure which of the two things I did resolved it.

1. I removed every bit of Apple software from the PC including system folders and deleted every reference to Apple products from the registry. Reboot and reinstalled iTunes and it still had the problem.
2. My phone is only plugged into iTunes long enough to back up, so I decided to leave the phone plugged in overnight in case a cache had to rebuild or something. The next morning I forgot to look and ejected the phone normally. That evening I plugged the phone in and storage was shown normally and I was able to backup (the buttons were available again).

I don't know if it was one or both of those things, but if you haven't already done this I would leave the phone plugged in for at least nine hours and see what happens.

Edit: Looks like I forgot to mention my Windows 10 is x64 and installing iTunes on a different PC with same version OS showed the storage normally and I could back up on it.

Interesting... I didn't change anything in my computer configuration since the last time I attempted to backup (and failed), but today when I plug in the iPad and iPhone the "Back Up Now" button is enabled and I see the proper breakdown of my devices' content (no longer all "Other"). There could not have been an OS update since I'm running Windows 7. The only updates that could have possibly be installed on my computer were Norton Security or Malwarebytes. However, I remember disabling the scanning and firewall features when I tried to backup via iTunes.

 

[wolnavi]

I had this same issue and was on the phone with Apple Senior Advisor and we got it fixed. He took me strait to the Command line and had me put in this text. It is Case Sensative so cut and paste it to be safe.

defaults remove com.apple.iTunes DeviceBackupsDisabled

Restart iTunes.

Hope this helps.

Seems like this command is not for Windows, sadly...

Thanks for sharing.

Perhaps a typo (DeviceBackupsDisabled)? This looks like the Mac equivalent of the recommendation you can find online (YouTube etc) that Wolnavi and I already tried but did not help resolve our problem.

Yup, tried that command but it was of no use

Interesting... I didn't change anything in my computer configuration since the last time I attempted to backup (and failed), but today when I plug in the iPad and iPhone the "Back Up Now" button is enabled and I see the proper breakdown of my devices' content (no longer all "Other"). There could not have been an OS update since I'm running Windows 7. The only updates that could have possibly be installed on my computer were Norton Security or Malwarebytes. However, I remember disabling the scanning and firewall features when I tried to backup via iTunes.

Hey same here, I'm using Malwarebytes too on 2 of my PCs, tried on one without Malwarebytes but it was same, so I can rule Malwarebytes interference out...

 

[ImpetuousRacer]

So I just started having this EXACT issue. Thanks to this thread, MALWAREBYTES IS THE ISSUE!

I turned off everything, and then it shows the breakout instead of Other and also the backup buttons are no longer grayed out.

I found specifically, all I need to turn off is "Ransomware Protection". I'm on Malwarebytes 4.0.4.49, Update Package 1.0.18148, Component Package 1.0.793.

Opening Itunes up, everything working, and then trying to turn ransomware protection back on will cause the backup to fail.

 

[wolnavi]

So I just started having this EXACT issue. Thanks to this thread, MALWAREBYTES IS THE ISSUE!

I turned off everything, and then it shows the breakout instead of Other and also the backup buttons are no longer grayed out.

I found specifically, all I need to turn off is "Ransomware Protection". I'm on Malwarebytes 4.0.4.49, Update Package 1.0.18148, Component Package 1.0.793.

Opening Itunes up, everything working, and then trying to turn ransomware protection back on will cause the backup to fail.

OMG thanks ImpetuousRacer, you solved my issue too! ^_^

After searching around Malwarebytes forums, you don't need to completely disable "Ransomware Protection", you can just add 2 folders to the "Allow List" as described in that thread, namely

C:\Program Files\Common Files\Apple

and

C:\Program Files (x86)\Common Files\Apple

reason being that it might be somewhat more risky to completely disable Ransomware Protection as opposed to just allowing 2 folders, though it still is somewhat of a risk but if you need to backup your iPhone, then this is the current workaround until Malwarebytes fixes this

----------
For anyone else who needs a step by step guide:

1. Open Malwarebytes
2. Click on the "gear" icon around the top right hand corner
3. Click on "Allow List"
4. Click on the blue "Add" button
5. Click "Allow a file or folder"
6. Click on the blue "Select a folder" button
7. Navigate to C:\Program Files\Common Files\Apple
8. Click "Select Folder" button
9. Choose "Exclude from detection as ransomware only"
10. Click the blue "Done" button

Now repeat steps 6 to 10 again for the C:\Program Files (x86)\Common Files\Apple folder

Once again thank you ImpetuousRacer

I now also remember why I earlier said that the computer without Malwarebytes also had the same issue, it turns out I had Malwarebytes "Anti-Ransomware Beta" installed there, which might have caused it...

If anyone needs to know, I'm on
- Malwarebytes version 4.0.4.49
- Update package version 1.0.18154 (I don't think this matters as this is something like the "definition" updates)
- Component package version 1.0.793 (I think this version is the issue because the topic starter on Malwarebytes forum is also having the same Component package version and it is also released around the time where I started experiencing the issue...)

 

[drscripps]

So I just started having this EXACT issue. Thanks to this thread, MALWAREBYTES IS THE ISSUE!

I turned off everything, and then it shows the breakout instead of Other and also the backup buttons are no longer grayed out.

I found specifically, all I need to turn off is "Ransomware Protection". I'm on Malwarebytes 4.0.4.49, Update Package 1.0.18148, Component Package 1.0.793.

Opening Itunes up, everything working, and then trying to turn ransomware protection back on will cause the backup to fail.

I could have sworn I disabled Malwarebytes before but it didn't help. However, what I did was "Quit Malwarebytes" rather than disable individual protection features.

FWIW, I'm currently on the same Malwarebytes version as you (4.0.4.49) but my Update package version is newer (1.0.18152). We have the same Component package version (1.0.793).

Have you tried updating to see if your problem goes away at a newer Update package version?