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iTunes 9.2 crashes when accessing iTunes Store

20464 Views 58 Replies Latest reply: Dec 24, 2010 5:00 AM by Pieter_from_Ehv RSS
  • agape8ring Calculating status...
    Currently Being Moderated
    Jul 23, 2010 12:01 PM (in response to Bischofftep)
    I was running connected to a monitor (not via Screen Sharing). I would crash at 75% loaded using a G5 2.3 ghz dual core.

    It sure is a pain having to uncheck the update box for iTunes 9.2. I hope you people get some attention soon from Apple.
    G5 xServer, Mac OS X (10.5.8), Server Unlimited
  • Dr. Smoke Level 9 Level 9 (56,585 points)
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    Jul 25, 2010 10:11 AM (in response to Gino Cerullo)
    Has anyone tried the following:

    In the AppleCare Knowledge Base document "iTunes: Troubleshooting iTunes Store on your computer, iPhone, iPad, or iPod"

    …Under the heading "Specific Conditions and Alert Message"…

    …The item: "iTunes Store loads partially or returns 'Error 306' or 'Error 10054'"

    The item implies Apple is investigating this issue and offers the following advice (shortened here for brevity, see full article for details):

    • Remove Internet Proxy settings and connect directly to the Internet. While the article does not provide specific instructions, proxies are set in System Preferences > Network (Network preferences); click Advanced; click the Proxies tab to access any proxy settings for your current connection.

    • Reset (Empty) Safari Cache:

    1. Quit iTunes
    2. Open Safari
    3. Choose Safari > Empty Cache
    4. Click Empty.
    5. Quit Safari.
    6. Open iTunes and see if the problem is resolved.

    • Remove any restrictions set in iTunes Parental Controls (iTunes > Preferences > Parental Controls tab).

    If the Empty Safari Cache advice works, I suspect the problem may recur periodically if the cache again becomes corrupted; repeating those steps may again provide relief until a real fix is distributed.
    PM G5 Dual 2.3GHz, 2.2 GHz MacBook, iBook 700, 30-inch Cinema HD Display, more!, Mac OS X (10.6.4)
  • Dr. Smoke Level 9 Level 9 (56,585 points)
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    Jul 26, 2010 9:39 AM (in response to Gino Cerullo)
    Hi, Gino:

    This is a …problem that is solved by hooking up a monitor to the affected computer and restarting. Once a monitor is attached it doesn't matter if you access the computer locally or through Screen Sharing, the iTunes Store will load properly every time.


    Unfortunately, this problem does not only occur to folks running headless media servers, as some other posts in this topic indicate. Adding a monitor to your headless media server may solve the problem for you, but there are other folks experiencing this problem while simply using their Mac desktops with displays attached or their portables with integrated displays.

    I was alerted to this problem by a client who contacted me with a similar crash log to your own. He's running Leopard (10.5.8) on a Mac desktop with monitor attached and has seen this problem with both iTunes 9.2 and 9.2.1. Uninstalling, then reinstalling iTunes did not work. I encountered this topic while researching the client's problem.

    Unfortunately, as in your case, his crash log doesn't offer any clues that point to something easily solved, e.g. some anomaly caused by a third-party product. The crash logs show that iTunes is performing an invalid memory reference (denoted by SIGSEGV as the Exception Type in the crash log), leading to iTunes crashing (quitting unexpectedly).

    While the advice I noted above may not help you, it may help others. I'm waiting to hear back from my client to determine if any of the steps suggested in that KB article worked. I agree that this looks like an iTunes bug that may be fixed in a subsequent update; the KB article I cited above implies Apple is aware of it:

    • The cited item states "Apple is investigating reports of this issue."

    • The article ends with the statement "This document will be updated as more information becomes available," which usually indicates Apple suspects a bug with one or more of the issues cited in the article.

    I also wanted to point out that KB article to others since no one had mentioned it on this topic. The article is a bit difficult to find by searching the KB.

    Good luck!

    Doc
    PM G5 Dual 2.3GHz, 2.2 GHz MacBook, iBook 700, 30-inch Cinema HD Display, more!, Mac OS X (10.6.4)
  • Dr. Smoke Level 9 Level 9 (56,585 points)
    Currently Being Moderated
    Jul 26, 2010 10:04 AM (in response to Gino Cerullo)
    He said that he ran both Repair Disk and Repair Disk Permissions from his Leopard install DVD prior to contacting me. He's a reader of my Troubleshooting Mac® OS X e-books and says he followed all of the standard troubleshooting advice before contacting me out of desperation. I'd not heard of the problem and can't reproduce it.

    Taking an educated guess based on reading the thread that crashed in the crash log, I suspect iTunes is trying to draw or render something that it thinks it has downloaded (content from the iTunes store), but because of some bug, that content isn't where it's supposed to be in memory or is listed at an invalid memory address, hence the crash. The KB article's suggestions re: proxies (potentially blocked content). corrupted Safari cache (problems with downloaded content, where its stored, etc.), or parental controls (potentially more blocked content) are interesting in that context.

    If I hear something back from the client, I'll post it.

    Doc
    PM G5 Dual 2.3GHz, 2.2 GHz MacBook, iBook 700, 30-inch Cinema HD Display, more!, Mac OS X (10.6.4)
  • Dr. Smoke Level 9 Level 9 (56,585 points)
    Currently Being Moderated
    Jul 27, 2010 9:59 AM (in response to Gino Cerullo)
    I heard back from my client. He is not using any proxies or any ad-blocking software that employs a proxy scheme. Unfortunately, emptying the Safari cache and disabling all settings in iTunes Parental Controls did not solve his problem, though it might work for others.

    One thing potentially unique to his situation is that his iTunes library is nearing 1 TB of content, including many purchases from the iTunes store. His iTunes library is on a 1 TB external drive that is nearly full (about 90 GB free). This has me wondering if other folks seeing this problem have vast iTunes libraries like his.

    He's scheduled an appointment at the Genius Bar, so we'll see if anything further develops.

    Doc
    PM G5 Dual 2.3GHz, 2.2 GHz MacBook, iBook 700, 30-inch Cinema HD Display, more!, Mac OS X (10.6.4)
  • Gregory_Ford Calculating status...
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    Jul 28, 2010 12:34 AM (in response to Gino Cerullo)
    I'm not using screen sharing either. I have dual monitors attached to my G5 -- a 30-inch and a 20-inch. I have also opened a support case with Apple and referred them to this thread.
    Power Mac G5 Dual 2.7 GHz, Mac OS X (10.5.8)
  • Dr. Smoke Level 9 Level 9 (56,585 points)
    Currently Being Moderated
    Jul 28, 2010 2:54 PM (in response to Gino Cerullo)
    Gino Cerullo wrote:
    If his problem has anything to do with his large iTunes library, that should be easy to troubleshoot. Just disconnect the drive holding the library.

    A better approach would be to try creating a new iTunes library. I've suggested that.
    PM G5 Dual 2.3GHz, 2.2 GHz MacBook, iBook 700, 30-inch Cinema HD Display, more!, Mac OS X (10.6.4)
  • Razorbeam Grrl Calculating status...
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    Jul 30, 2010 1:18 PM (in response to Gino Cerullo)
    I had the exact same problem with my G4 Sawtooth although you say that you're using a G5. Read what I wrote earlier about it. It was a video card issue although being a G5 I wouldn't think it'd be an issue.

    http://discussions.apple.com/message.jspa?messageID=11988973#11988973
    iMac '07 20", Mac OS X (10.6), Mac power user since the IIsi and System 7.0
  • Razorbeam Grrl Level 1 Level 1 (0 points)
    Currently Being Moderated
    Jul 30, 2010 3:47 PM (in response to Gino Cerullo)
    Apparently certain video cards or in your case running headless causes it to quit. My assumption was that my old Rage card was just too ancient, but then you have a G5 which isn't exactly a fossil yet!

    I did submit crash reports as I'm sure others have and hopefully Apple will fix that.
    iMac '07 20", Mac OS X (10.6), Mac power user since the IIsi and System 7.0
  • Larry Williams Calculating status...
    Currently Being Moderated
    Jul 30, 2010 4:40 PM (in response to Gino Cerullo)
    I notice that apple has a new version out 9.2.1? have you tried this version yet?
    2x2.5G5 PowerMac, Mac OS X (10.5.8), 4TB

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