When performing an extraction of an Apple mobile device, MPE+ may fail to connect to the device, extract data from the device, or parse data after extraction.

Error Message: An internal error has occurred in our data acquisition layer please contact support.


Confirm that the Apple device and its operating system are supported. Here is a help article.


If supported, then please see below.

  1. Ensure both "Apple Application Support" and "Apple Mobile Device Support" have been installed (these are installed with either the MPE Smartphone Driver or iTunes).
  2. In Device Manager, expand "Portable Devices".
  3. Look for any entry that says iPhone, iPad, or iPod.
  4. Right-click the iPhone, iPad, or iPod entry and click "Update Driver".
  5. Click "Browse my computer for driver software".
  6. Click "Let me pick from a list of device drivers on my computer".
  7. Click "Have Disk".
  8. Click "Browse" button.
  9. Browse to "C:\Program Files\Common Files\Apple\Mobile Device Support\Drivers" and select the appropriate INF file:
    Windows x86: usbaapl.inf
    Windows x64: usbaapl64.inf
  10. Click "OK" and complete the installation.
  11. Confirm there's now an entry for "Apple Mobile Device USB Driver" under the category "Universal Serial Bus Controllers".



  • The Apple device or its OS is not supported.
  • The Apple Mobile Device driver did not install correctly.