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Windows 7: cannot connect to iTunes store or any apple web site


04 Sep 2010   #1

Windows 7 Home Premium 64 bit
 
 
cannot connect to iTunes store or any apple web site

Hi

I have had the above described problem for over a month now and despite trawling the internet and trying the remedies offered, I still find myself unable to connect to the iTunes store or any Apple website.

This has been the case since I purchased an iPhone and installed (via file Hippo) the latest version of iTunes.

To date, these are the fixes I have tried:

Allowed iTunes through both Windows firewall & AVG Internet security firewall ( I use AVG, not the Windows firewall)
Ensured proxy server option was unchecked in LAN settings
Deleted iTunes preferences XML files
Reinstalled iTunes after removing all traces of Apple files from my computer.

The message I get when the iTunes store cannot connect is "iTunes could not connect to the iTunes store. Please make sure your network connection is active and try again"

My ISP is Onetel.

Any help would be gratefully received.

Many thanks.

BB

My System SpecsSystem Spec
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04 Sep 2010   #2

Windows 7 Ult, Windows 8.1 Pro,
 
 

There is a good chance the the AVG firewall is causing this problem. The thread in the link below talks about this problem and how to adjust the AVG firewall.

Apple - Support - Discussions - iTunes Remote AVG Firewall ...
My System SpecsSystem Spec
05 Sep 2010   #3

Windows 7 Home Premium 64 bit
 
 

Chev

Thank you for taking the time to help out - it is much appreciated.

Unfortunately, the link is to an Apple website so I cannot open it from my laptop.

I will get to a friends machine later and view it from there and let you know how I get on.

Thanks again

BB
My System SpecsSystem Spec
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05 Sep 2010   #4

Windows 7 Home Premium 64 bit
 
 

I have tried the fix mentioned in the article as well as setting up another user account and giving it administrator privileges but to no avail

I have run the iTunes diagnostics and this is what the report says ( for some reason it says I am not an administrator but I have deleted the previosly mentioned new user account)

Microsoft Windows 7 x64 Home Premium Edition (Build 7600)
Dell Inc. Studio 1555
iTunes 9.2.1.4
QuickTime 7.6.6
FairPlay 1.8.20
Apple Application Support 1.3
iPod Updater Library 9.2d4
CD Driver 2.2.0.1
CD Driver DLL 2.1.1.1
Apple Mobile Device 3.1.0.62
Apple Mobile Device Driver 1.49.0.0
Bonjour 2.0.2.0
iTunes Serial Number 876225F42E70C13B
Current user is not an administrator.
The current local date and time is 2010-09-05 15:33:26.
iTunes is not running in safe mode.
WebKit accelerated compositing is enabled.
HDCP is supported.
Video Display Information
Intel Corporation, Mobile Intel(R) 4 Series Express Chipset Family
Intel Corporation, Mobile Intel(R) 4 Series Express Chipset Family
 
**** External Plug-ins Information ****
No external plug-ins installed.
**** Network Connectivity Tests ****
Network Adapter Information
Adapter Name: {F15F724E-E9FA-406B-BC05-BA934F5E84B6}
Description: Microsoft Virtual WiFi Miniport Adapter
IP Address: 0.0.0.0
Subnet Mask: 0.0.0.0
Default Gateway: 0.0.0.0
DHCP Enabled: Yes
DHCP Server:
Lease Obtained: Thu Jan 01 00:00:00 1970
Lease Expires: Thu Jan 01 00:00:00 1970
DNS Servers:
Adapter Name: {4AA6DE5D-3C98-42F6-B246-5F3D0367A744}
Description: Dell Wireless 1397 WLAN Mini-Card
IP Address: 192.168.1.66
Subnet Mask: 255.255.255.0
Default Gateway: 192.168.1.254
DHCP Enabled: No
DHCP Server:
Lease Obtained: Thu Jan 01 00:00:00 1970
Lease Expires: Thu Jan 01 00:00:00 1970
DNS Servers: 212.67.120.148
212.67.120.148
212.67.96.129
Adapter Name: {2FF522E0-F29D-4330-B125-9BB39A05EA26}
Description: Broadcom NetLink (TM) Gigabit Ethernet
IP Address: 0.0.0.0
Subnet Mask: 0.0.0.0
Default Gateway: 0.0.0.0
DHCP Enabled: Yes
DHCP Server:
Lease Obtained: Thu Jan 01 00:00:00 1970
Lease Expires: Thu Jan 01 00:00:00 1970
DNS Servers:
Active Connection: LAN Connection
Connected: Yes
Online: Yes
Using Modem: No
Using LAN: Yes
Using Proxy: No
SSL 3.0 Support: Enabled
TLS 1.0 Support: Enabled
Firewall Information
Windows Firewall is off.
Connection attempt to Apple website was unsuccessful.
The network connection could not be established.
Connection attempt to iTunes Store was unsuccessful.
The network connection could not be established.
Secure connection attempt to iTunes Store was unsuccessful.
The network connection could not be established.
Secure connection attempt to iPhone activation server unsuccessful.
The network connection could not be established.
Last successful store access was 2010-09-04 11:14:43.
 
**** Device Connectivity Tests ****
iPodService 9.2.1.4 is currently running.
iTunesHelper 9.2.1.4 is currently running.
Apple Mobile Device service 3.1.0.0 is currently running.
Universal Serial Bus Controllers:
Intel(R) ICH9 Family USB Universal Host Controller - 2934. Device is working properly.
Intel(R) ICH9 Family USB Universal Host Controller - 2935. Device is working properly.
Intel(R) ICH9 Family USB Universal Host Controller - 2936. Device is working properly.
Intel(R) ICH9 Family USB Universal Host Controller - 2937. Device is working properly.
Intel(R) ICH9 Family USB Universal Host Controller - 2938. Device is working properly.
Intel(R) ICH9 Family USB Universal Host Controller - 2939. Device is working properly.
Intel(R) ICH9 Family USB2 Enhanced Host Controller - 293A. Device is working properly.
Intel(R) ICH9 Family USB2 Enhanced Host Controller - 293C. Device is working properly.
FireWire (IEEE 1394) Host Controllers:
Ricoh 1394 OHCI Compliant Host Controller. Device is working properly.
Connected Device Information:
Wayside’s iPhone, running firmware version 4.0
Serial Number: ***********
 
**** Device Sync Tests ****
Sync tests completed successfully.

I accessed the Apple site mentioned above by using my iPhone which has the Safari browser. I was at home and used wi-fi so I don't think it's my router if that helps at all?
My System SpecsSystem Spec
27 Sep 2010   #5

Vista Home Premuim 32bit
 
 

I have the same problem with the itunes store. I too have Onetel and AVG and been trying to fix the problem of not being able to connect to the store.

Two weeks ago I was able to purchase and download music although it took a while and I had to keep re doing the downloads, now I can't access the store at all and my laptop hasn't changed and I haven't adjusted any Firewall, anti virus/spyware so I can't figure out what the problem is.

Would like some ideas on solving the problem too,please....
My System SpecsSystem Spec
27 Sep 2010   #6

Windows 7 Ult, Windows 8.1 Pro,
 
 

Quote   Quote: Originally Posted by basilboxer View Post
I have tried the fix mentioned in the article as well as setting up another user account and giving it administrator privileges but to no avail

I have run the iTunes diagnostics and this is what the report says ( for some reason it says I am not an administrator but I have deleted the previosly mentioned new user account)

Microsoft Windows 7 x64 Home Premium Edition (Build 7600)
Dell Inc. Studio 1555
iTunes 9.2.1.4
QuickTime 7.6.6
FairPlay 1.8.20
Apple Application Support 1.3
iPod Updater Library 9.2d4
CD Driver 2.2.0.1
CD Driver DLL 2.1.1.1
Apple Mobile Device 3.1.0.62
Apple Mobile Device Driver 1.49.0.0
Bonjour 2.0.2.0
iTunes Serial Number 876225F42E70C13B
Current user is not an administrator.
The current local date and time is 2010-09-05 15:33:26.
iTunes is not running in safe mode.
WebKit accelerated compositing is enabled.
HDCP is supported.
Video Display Information
Intel Corporation, Mobile Intel(R) 4 Series Express Chipset Family
Intel Corporation, Mobile Intel(R) 4 Series Express Chipset Family
 
**** External Plug-ins Information ****
No external plug-ins installed.
**** Network Connectivity Tests ****
Network Adapter Information
Adapter Name: {F15F724E-E9FA-406B-BC05-BA934F5E84B6}
Description: Microsoft Virtual WiFi Miniport Adapter
IP Address: 0.0.0.0
Subnet Mask: 0.0.0.0
Default Gateway: 0.0.0.0
DHCP Enabled: Yes
DHCP Server:
Lease Obtained: Thu Jan 01 00:00:00 1970
Lease Expires: Thu Jan 01 00:00:00 1970
DNS Servers:
Adapter Name: {4AA6DE5D-3C98-42F6-B246-5F3D0367A744}
Description: Dell Wireless 1397 WLAN Mini-Card
IP Address: 192.168.1.66
Subnet Mask: 255.255.255.0
Default Gateway: 192.168.1.254
DHCP Enabled: No
DHCP Server:
Lease Obtained: Thu Jan 01 00:00:00 1970
Lease Expires: Thu Jan 01 00:00:00 1970
DNS Servers: 212.67.120.148
212.67.120.148
212.67.96.129
Adapter Name: {2FF522E0-F29D-4330-B125-9BB39A05EA26}
Description: Broadcom NetLink (TM) Gigabit Ethernet
IP Address: 0.0.0.0
Subnet Mask: 0.0.0.0
Default Gateway: 0.0.0.0
DHCP Enabled: Yes
DHCP Server:
Lease Obtained: Thu Jan 01 00:00:00 1970
Lease Expires: Thu Jan 01 00:00:00 1970
DNS Servers:
Active Connection: LAN Connection
Connected: Yes
Online: Yes
Using Modem: No
Using LAN: Yes
Using Proxy: No
SSL 3.0 Support: Enabled
TLS 1.0 Support: Enabled
Firewall Information
Windows Firewall is off.
Connection attempt to Apple website was unsuccessful.
The network connection could not be established.
Connection attempt to iTunes Store was unsuccessful.
The network connection could not be established.
Secure connection attempt to iTunes Store was unsuccessful.
The network connection could not be established.
Secure connection attempt to iPhone activation server unsuccessful.
The network connection could not be established.
Last successful store access was 2010-09-04 11:14:43.
 
**** Device Connectivity Tests ****
iPodService 9.2.1.4 is currently running.
iTunesHelper 9.2.1.4 is currently running.
Apple Mobile Device service 3.1.0.0 is currently running.
Universal Serial Bus Controllers:
Intel(R) ICH9 Family USB Universal Host Controller - 2934. Device is working properly.
Intel(R) ICH9 Family USB Universal Host Controller - 2935. Device is working properly.
Intel(R) ICH9 Family USB Universal Host Controller - 2936. Device is working properly.
Intel(R) ICH9 Family USB Universal Host Controller - 2937. Device is working properly.
Intel(R) ICH9 Family USB Universal Host Controller - 2938. Device is working properly.
Intel(R) ICH9 Family USB Universal Host Controller - 2939. Device is working properly.
Intel(R) ICH9 Family USB2 Enhanced Host Controller - 293A. Device is working properly.
Intel(R) ICH9 Family USB2 Enhanced Host Controller - 293C. Device is working properly.
FireWire (IEEE 1394) Host Controllers:
Ricoh 1394 OHCI Compliant Host Controller. Device is working properly.
Connected Device Information:
Wayside’s iPhone, running firmware version 4.0
Serial Number: ***********
 
**** Device Sync Tests ****
Sync tests completed successfully.

I accessed the Apple site mentioned above by using my iPhone which has the Safari browser. I was at home and used wi-fi so I don't think it's my router if that helps at all?
Unless you are using the Msoft wifi miniport adaptor for something "like connectify" you might want to try disabling it in device manager.

It's been causing DNS problems lately but I'm not sure what the cause is yet. You also might want to consider removing the bonjour service from your machine as it's also famous for causing connection problems.

To fix ...
Run MsConfig

Under the Services tab uncheck the service called Bonjour"##Id_String1.6844[... and then a bunch of numbers]" by Apple, turn the service off. You will also want to keep bonjour from running by doing the following.

1. Navigate to C:\Program Files\Bonjour
2. Rename the mdnsNSP.dll file in that folder to mdnsNSP.old
3. Restart your computer
4. Delete the Program Files\Bonjour folder

Reboot the machine and try the apple sites again. Hope it helps, it's all I can think of for now.
My System SpecsSystem Spec
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 cannot connect to iTunes store or any apple web site




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