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Problems connecting via WiFi
If you have problems connecting Families Sync to your device, please check the following points:

1. Tap the Sync button on your device and note the address displayed. This should normally have the format 192.168.x.x (or possibly 10.x.x.x or 172.16.x.x). If it is or has the format 169.254.x.x, this indicates that your device has not been allocated an IP address by the DHCP server in your router, which probably means that that your device is not connecting to your router properly. It may be able to connect to the internet but not to other computers on your local network. You need to rectify this before you will be able to communicate between your device and your PC.

2. If the address looks correct, as described above, open a console window on your PC (Command Prompt) and type:

ping 192.168.x.x

where the address is that shown on the Sync screen on your device without the :5050. This should display something like the following if the PC can connect successfully to the device:

Pinging with 32 bytes of data:
Reply from bytes=32 time=72ms TTL=64
Reply from bytes=32 time=63ms TTL=64
Reply from bytes=32 time=107ms TTL=64
Reply from bytes=32 time=28ms TTL=64

If the PC fails to ping the device, you'll see something like:

Pinging with 32 bytes of data:
Reply from Destination host unreachable.
Reply from Destination host unreachable.
Reply from Destination host unreachable.
Reply from Destination host unreachable.

3. If the above checks show that the PC and the device are unable to communicate then you have a general networking issue rather than a problem with Families. If you're unable to resolve it, we suggest you contact Apple support at

4. If the above checks are successful then in most cases when you run Families Sync and display the Sync screen on your device, your device should be displayed in the left pane of Families Sync. In a small number of cases with certain network and computer configurations Families Sync may fail to locate the device automatically. In this case, click the button "Locate Device by Address" and enter the address displayed on your device, e.g. The device should be located and displayed in the left pane.

5. If you still have problems after trying the above, try disabling the firewall on your PC. Firewall software such as Norton Antivirus, AVG Anti-Virus, ZoneAlarm and others can prevent Families Sync from communicating with your device.

6. Try installing Apple's free Remote app from the App Store. This uses the same communication mechanism as Families Sync. If Remote doesn't work for you then you have a WiFi connectivity problem which is not specific to Families Sync.

If you are still unable to connect via Wi-Fi, and are using an iPad or iPhone/iPod Touch running iOS4.0 or above, please use USB/iTunes to transfer your files.

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