Solved Side by side configuration error when trying to install itunes

[megang]

Hi everyone,

I am really new and not technically savvy like most of you seem to be!

I actually tried upgrading my iphone and that lead to having to upgrade itunes and that returned a side by side configuration error which I have spent hours trying to google and resolve - with no success. If anyone could help it would be greatly appreciated! I'm not sure what info you need or even where to start anymore. Thanks in advance.

 

[Slartybart]

Hello megang,

My daughter's name is Megan Grace (MeganG) - you're not her are you?

Try running the System File Checker (SFC) - follow Option 2 of this SevenForums tutorial and attach your results (see option three to "shrink" the results) when you next post. You might have to run SFC a few times to completely resolve the SxS issues.
http://www.sevenforums.com/tutorials/1538-sfc-scannow-command-system-file-checker.html

 

[megang]

I wish I was!!! Cause then I could just give you this laptop!

Ok so I ran the sfc /scannow and it returned "windows Resource Protection did not find any integrity violations.

Do you still want me to do step 3?

Thanks for your help!

 

[Slartybart]

Well, I don't recall my daughter moving to New Zealand. I guess I'm not getting your laptop then, eh?

No, skip step 3 - no errors were found and that's a good thang.

Please give me a little more information. I think the problem you are experiencing is that when you tried to upgrade your iPhone, that process required an update to iTunes. In the process of updating iTunes, you received some SxS configuration errors. Is that a fair description?

First, let me say this: iTunes and Windows don't play well together.

Since SFC says all is well - Windows wasn't affected by the SxS errors. The easiest thing might be to see if you can repair iTunes though control Panel Program and Features. Some application give you the option to repair when you select the app. If iTunes has that option - try the repair option (as opposed to uninstall).
If iTunes doesn't give you a repair option, then you might consider re-installing it.

Let me check iTunes to see what the ramifications might be - I think you're going to have to re-install anyway, but Apple might have describe the best process.

 

[megang]

HAHA - guess not...

Ok so yes I tried upgrading my iphone and that didn't work so there was an itunes upgrade so I did that but it errored with the side by side error so unfortunately I uninstalled it, rebooted and downloaded the new version - still the same side by side error. So I'm kind of stuck!

 

[Slartybart]

There is a procedure at Apple to upgrade an iPhone - the first thing it asks is is iTunes up to date? and when you check iTunes, it explicitly states that 64bit Windows must use the 64bit installer.

Is your iTunes 10.7?
Download page - iTunes 10.7 for Windows (64-bit)

And here's the golden ticket: Removing and reinstalling iTunes

So between those two pages, it looks as though you can first try to update iTunes (if not v10.7). If the problem persists - remove and re-install iTunes per the Apple instructions.

Post back with your success story (I hope).

Bill

 

[Slartybart]

Wow, you type fast, or I type slow.

What are the SxS errors?

iTunes puts other Apple SW (updater, qktime, ...) on your machine when you install it. I wonder if it's one of those "culprits". I'm leaning towards qktime, but the SxS errors you post should be definitive.

Is there any other information you could provide? Check the event logs and look for iTunes or SxS specific errors. grab the log entry and post it if there are any (not the whole event log, just the errors specific to this issue)

Thanks.

 

[megang]

typing is something I'm good at cause it's part of my job.

Ok so I had found that article and gone through the uninstall. I have now rebooted, deleted the previous download file and re downloaded the 64 bit version. Double clicked on it to install and it says " the application has failed to start because it's side by side configuration is incorrect. Please see the application event log or use the command -line sxstrace.exe tool for more detail.

so where do I find that?

 

[Slartybart]

In the link I provided - apple says pretty much what I thought. Other sw might be the cause:

In some rare instances, it may be necessary to remove all traces of iTunes, QuickTime, and related software components from your computer before reinstalling iTunes. For most technical issues though, reinstalling iTunes is an unnecessary and overused troubleshooting step. If you are directed to reinstall iTunes by AppleCare, a Knowledge Base article, or an alert dialog, you can do so by following the steps in this article.​

See the link "Removing and Reinstalling...." in my previous post.
If you didn't uninstall all of the iTunes related sw, please do it per their instructions.
I've posted them here for convenience.

Readers of this thread should go to the link provided or search Apple for the information - things change and this information is static. In other words apple might change their instructions at some future date - those changes will not be reflected here. So, the information is good right now, but who knows.... in a week, a month.... it might be wrong.

OverviewIn some rare instances, it may be necessary to remove all traces of iTunes, QuickTime, and related software components from your computer before reinstalling iTunes. For most technical issues though, reinstalling iTunes is an unnecessary and overused troubleshooting step. If you are directed to reinstall iTunes by AppleCare, a Knowledge Base article, or an alert dialog, you can do so by following the steps in this article.

Notes:

• iTunes Store purchases or songs imported from CDs are saved in your My Music folder by default and are not deleted by removing iTunes. While it is highly unlikely that you will lose any contents of your iTunes Library when following these steps, it is always a good idea to ensure that your iTunes library is backed up. If you're unsure how to backup, see iTunes: Back up your iTunes library by copying to an external hard drive.
• These steps may take a significant amount of time to complete, depending on your system.

Steps

1. Remove iTunes and related components from the Control Panel
Use the Control Panel to uninstall iTunes and related software components
in the following order and then restart your computer:

1. iTunes
2. QuickTime
3. Apple Software Update
4. Apple Mobile Device Support
5. Bonjour
6. Apple Application Support (iTunes 9 or later)

Important: Uninstalling these components in a different order, or only uninstalling some of these components may have unintended affects.


If you need more detailed steps on removing these components, refer to the following steps:

1. Quit the following programs if they are running:
   • iTunes
   • QuickTime Player
   • Apple Software Update
2. From the Start menu, click Control Panel.
3. In Control Panel, click the "Uninstall a program" link as shown below. The Programs and Features Control Panel opens.
   
   
   
   Alternately, if you do not see the "Uninstall a program" link, click Programs and Features.
   
   
   
   
4. Select iTunes from the list of currently installed programs. Then, click Uninstall.
5. When asked if you would like to remove iTunes, click Yes.
6. After the uninstallation is complete, do not restart your computer if you are prompted to.
7. If you see other iTunes entries in the list, remove them as well by repeating steps 4-6.
8. Remove any iPod Updater applications that are listed the same way you removed iTunes.
9. Remove all instances of QuickTime the same way you removed iTunes.
10. Remove all instances of Apple Software Update the same way you removed iTunes.
11. Remove all instances of Apple Mobile Device Support the same way you removed iTunes.
12. Remove all instances of Bonjour the same way you removed iTunes.
13. Remove all instances of Apple Application Support the same way you removed iTunes.
14. Restart your computer.

2. Verify iTunes and related components are completely uninstalled
In most cases removing iTunes and its related components from the Control Panel will remove all supporting files belonging to those programs. In some rare cases those though, files may be left behind. After following the previous steps, you should confirm that the following files and folders have been removed. If any are left behind, remove them now:

• C:\Program Files\Bonjour
• C:\Program Files\Common Files\Apple\
• C:\Program Files\iTunes\
• C:\Program Files\iPod\
  Note: Follow the additional steps at the end of this article if you receive the alert "Cannot delete iPodService.exe: It is being used by another person or program" when trying to delete this folder.
• C:\Program Files\QuickTime\
• C:\Windows\System32\QuickTime
• C:\Windows\System32\QuickTimeVR

If you have a 64-bit version of Windows, you will need to confirm that the following folders have been removed as well:

• C:\Program Files (x86)\Bonjour
• C:\Program Files (x86)\Common Files\Apple\
• C:\Program Files (x86)\iTunes\
• C:\Program Files (x86)\iPod\
  Note: Follow the additional steps at the end of this article if you receive the alert "Cannot delete iPodService.exe: It is being used by another person or program" when trying to delete this folder.
• C:\Program Files (x86)\QuickTime\
• C:\Windows\SysWOW64\QuickTime
• C:\Windows\SysWOW64\QuickTimeVR

If you aren't sure how to remove these files, you can follow these detailed steps:

1. From the Start menu, select Computer.
2. Open Local Disk (C located in Computer or whichever hard disk your programs are installed on.
3. Open the Program Files folder.
4. Right-click the Bonjour folder (if it exists) and select Delete from the shortcut menu. Choose Yes when asked to confirm the deletion.
5. Right-click the iPod folder (if it exists) and select Delete from the shortcut menu. Choose Yes when asked to confirm the deletion. Note: Follow the additional steps at the end of this article if you receive the alert "Cannot delete iPodService.exe: It is being used by another person or program" when trying to delete this folder.
6. Right-click the iTunes folder (if it exists) and select Delete from the shortcut menu. Choose Yes when asked to confirm the deletion.
7. Right-click the QuickTime folder (if it exists) and select Delete from the shortcut menu. Choose Yes when asked to confirm the deletion.
8. Open the Common Files folder.
9. Right-click the Apple folder (if it exists) and select Delete from the shortcut menu. Choose Yes when asked to confirm the deletion.
   Note: If you have a 64-bit version of the Windows OS, continue with step #10. Otherwise, skip to step #15.
10. From the Start menu, select Computer.
11. Open Local Disk (C located in Computer or whichever hard disk your programs are installed on.
12. Open the Program Files (x86) folder.
13. Right-click the Bonjour folder (if it exists) and select Delete from the shortcut menu. Choose Yes when asked to confirm the deletion.
14. Right-click the iPod folder (if it exists) and select Delete from the shortcut menu. Choose Yes when asked to confirm the deletion. Note: Follow the additional steps at the end of this article if you receive the alert "Cannot delete iPodService.exe: It is being used by another person or program" when trying to delete this folder.
15. Right-click the iTunes folder (if it exists) and select Delete from the shortcut menu. Choose Yes when asked to confirm the deletion.
16. Right-click the QuickTime folder (if it exists) and select Delete from the shortcut menu. Choose Yes when asked to confirm the deletion.
17. Open the Common Files folder.
18. Right-click the Apple folder (if it exists) and select Delete from the shortcut menu. Choose Yes when asked to confirm the deletion.
19. From the Start menu, select Computer.
20. Open Local Disk (C located in Computer or whichever hard disk your operating system is installed on.
21. Open the Windows folder.
    For 32-bit versions of Windows: Open the System32 folder.
    For 64-bit versions of Windows: Open the SysWOW64 folder.
22. Right-click the QuickTime file (if it exists) and select Delete from the shortcut menu. Choose Yes when asked to confirm the deletion.
23. Right-click the QuickTimeVR file (if it exists) and select Delete from the shortcut menu. Choose Yes when asked to confirm the deletion.
24. Right-click the Recycle Bin and select Empty Recycle Bin.

3. Reinstall iTunes and related components
After verifying that iTunes is completely uninstalled, restart your computer and then download and install the latest version of iTunes.



If the issue you are troubleshooting is not resolved after following these steps, it is not necessary to remove and reinstall iTunes multiple times. Instead, you may find helpful information on the iTunes Support page, such as troubleshooting steps related to specific alert messages.
Additional Information

iPodService.exe Alert
Follow these steps if the message "Cannot delete iPodService.exe: It is being used by another person or program" appears when you try to delete the iPod folder.

1. Make sure that iTunes and the iPod Updater utility are not open.
2. Press and hold Control-Alt-Delete. Select Start Task Manager.
3. Click the Processes tab.
4. Locate the iPodService.exe in the list.
5. Click "iPodService.exe" and choose End Process.
6. Quit the Task Manager.

If you followed Apple's instructions - to the letter - and you still have SxS issues with iTunes,
- you might try the System Update Readiness tool for Win7 x64 download from MS here.
.

 

[Slartybart]

I feel as though we're in a time warp - our conversations are just a bit out of sync.

You can look at application events in event viewer in
Control Panel\All Control Panel Items\Administrative Tools

Navigate to "Windows Logs" , then Application inside Event viewer. If the event isn't apparent sorted by date, you could sort the entries by "Level". I suspect this would be a critical or warning error. When (if) you find the events related to this error, you can select more than one, right click the selected events and Copy as text, then post them here.

I'll take a look at sxstrace - in case you have trouble finding the events.

.....Ok so I had found that article and gone through the uninstall. I have now rebooted, deleted the previous download file and re downloaded the 64 bit version. Double clicked on it to install and it says " the application has failed to start because it's side by side configuration is incorrect. Please see the application event log or use the command -line sxstrace.exe tool for more detail.

so where do I find that?

 

[megang]

SUCCESS!!

I finally found a rogue itunes directory structure in my music folder! I ended up just doing a search for itunes and there it was! I deleted it, deleted it from the recycle bin, rebooted and now its finally playing nice and installing itunes!! Now to do the iphone!

Thank you so much for your help!!!

 

[Slartybart]

That's great megang and thank you too.

I'll check back to see how the iPhone upgrade works out. Please post your success story so others might benefit. If you're satisfied that the issue is resolved, please mark this thread as solved (up top - click mark this solved)

If you still have issues with iPhone, we can work through that as well, but I think you'll get through it now.

 

[megang]

Damn - iphone failed... The message is There was a problem downloading the software for the iphone. An unknown error occurred (9006). Make sure your network settings are correct and your network connection is active or try again later.

This is what I got the first time that kicked off everything.... I'm starting to think it's my security software and I notice that the article you posted said disable for a while which I might try. I'm on a network here whereas the article says Wifi but I can't think that would make a difference???

 

[megang]

I use ESET Smart Security.

 

[megang]

No luck... Back to the drawing board with this I think.

 

[Slartybart]

I think you're right:

Errors related to third-party security software

Error 2, 4 (or -4), 6, 40, 1000, 9006

1. Follow Troubleshooting security software. Often, uninstalling third-party security software will resolve these errors.
2. There may be third-party software that modifies your default packet size in Windows by inserting a TcpWindowSize entry into your registry. Your default packet size being set incorrectly can cause these errors. Contact the manufacturer of the software that installed the packet size modification for assistance or follow this article by Microsoft: How to reset Internet Protocol (TCP/IP).
3. Verify that access to ports 80 and 443 are allowed on your network.
4. Verify that communication to albert.apple.com or photos.apple.com is not blocked by a firewall, or other Internet security setting.
5. Discard the .ipsw file, open iTunes and attempt to download the update again. See the steps under Advanced Steps > Rename, move, or delete the iOS software file (.ipsw) below for file locations.
6. Restore your device while connected to a different network.
7. Restore using a different computer.

​

and this re: Security SW

You seem fairly comfortable with this techie stuff. How do you feel about network configuration. Apple make references to specific ports, so that might be all there is to it. I don't know ESET.

Also from Apple:
3. Configure your security software

After updating your security software, configure it correctly to allow iTunes to contact Apple. The steps used to properly configure the security software will vary, and to find the exact steps, visit the manufacturer's support website or otherwise contact them for assistance.
Useful information for configuring your security software:
IMPORTANT: iTunes must be allowed to contact Apple using the following ports and servers:

• port 80
• port 443
• phobos.apple.com, deimos3.apple.com, albert.apple.com, gs.apple.com, itunes.apple.com, ax.itunes.apple.com

For a more complete list of ports used by Apple products see "Well known" TCP and UDP ports used by Apple software products.
iTunes also contacts VeriSign servers during an iPhone restore and activation:

• evintl-ocsp.verisign.com
• evsecure-ocsp.verisign.com

For more information see iOS: Resolving update and restore alert messages.
​

Food for thought.
I'd hold off on uninstalling ESET just for an iPhone update :shock: .

I just don't want you to go on the internet without some protection running. It would be best if we could figure out why Apple chokes. I'll ask for help from another user who is more familiar with ESET and maybe even iPhone updates.
..... but then you might have already tried it in the time it took me to read and write.
.

 

[megang]

ok that's a list for me to work through and no I won't uninstall ESET - much rather buy and iphone 5! at this rate it will be easier hahaha....

I will work though this list tonight and see what happens. I suspect our timezones are very different - it's only 3.50pm here. While I like ESET I think it's stopping a samsung easy manager as well and I just can't figure out how to change it. However when I temporarily disable ESET it doesn't seem to make a difference - I still get the same error. Will let you know later what the result is... Thanks so much for your help - means a lot.

Cheers
Megan.

 

[Slartybart]

I've asked for help - could you provide information on the phone and the upgrade you're attempting?

There might be background services still running when you disable ESET. You could try another Security pkg if you think ESET gets in the way of other things. I'm sure there's a way to configure ESET to work for your computing environment. I just don't know enough about it.

Yeah, it is a big list and it's quite a trip following all of the links. You might want to wait to see if one of the gurus around here has the magic bullet. It might be a simple thing, or it might be a number of changes and tests.

If it were me, I'd wait - rather have a back level iPhone than a new problem on my machine.

Cheers,
"Dad"

 

[megang]

Sure - I have an iPhone 4 (not 4s) and I'm trying to upgrade to the ios 6 just released. It gets through the download and itunes displays iPhone software update (processing file) and that's when the error occurs. So it looks like it's downloaded but I get the same error when I do a download only.

When I disabled ESET I also disabled the HIPS - now I get asked whether to "allow" access - I have been allowing recognized programs and ticking the create rule for any recognized apps or manufacturers - still no luck. I like ESET so would prefer not to change. Anyway does that help at all? I've never had this problem upgrading my phone before.

 

[Slartybart]

Are you upgrading from ios 5?

You might want to try turning off the HTTPS protocol checking for port 443 in ESET. That solved another users communication problem with Windows Update and ESET security. Not sure if it will help in your case, though - worth a shot since Apple mentions the port.
.