polydorus
Level 6 (11,971 points)

Q: iTunes 11 crashes when opening the store - no error message

I just installed iTunes 11 and it all works OK except the store.

 

When I click on the store, it all looks normal at first, but after the banner and the Quick links are displayed, I get a Windows message that the program is not working correctly and offering to close it. There is no error message.

 

The problem is system wide.

It did not respond to a complete uninstall of all Apple software and reinstall.

It still happens when I do a selective startup with basic services.

 

I  have the following Segoe fonts: Segoe Print, Segoe Script, Segoe UI and Segoe UI symbol regular.

 

Could it be some other font issue?

 

Can anyone offer any suggestions?

 

Diagnostics below:

 

 

Microsoft Windows 7 x64 Home Premium Edition Service Pack 1 (Build 7601)

Dell Inc. Studio XPS 8100

iTunes 11.0.0.163

QuickTime 7.7.3

FairPlay 2.2.32

Apple Application Support 2.3.2

iPod Updater Library 10.0d2

CD Driver 2.2.3.0

CD Driver DLL 2.1.3.1

Apple Mobile Device 6.0.1.3

Apple Mobile Device Driver not found.

Bonjour 3.0.0.10 (333.10)

Gracenote SDK 1.9.6.502

Gracenote MusicID 1.9.6.115

Gracenote Submit 1.9.6.143

Gracenote DSP 1.9.6.45

 

iTunes Serial Number

 

Current user is not an administrator.

The current local date and time is 2012-11-30 10:07:22.

iTunes is not running in safe mode.

WebKit accelerated compositing is enabled.

HDCP is not supported.

Core Media is supported.

 

Video Display Information

 

NVIDIA, NVIDIA GeForce GTS 240

 

 

**** External Plug-ins Information ****

 

No external plug-ins installed.

 

Genius ID:

 

iPodService 11.0.0.163 (x64) is currently running.

iTunesHelper 11.0.0.163 is currently running.

Apple Mobile Device service 3.3.0.0 is currently running.

Posted on Nov 30, 2012 3:01 AM

by gn_id,Solvedanswer
gn_id gn_id
Level 1 (10 points)
A:

ok, I finally stopped being lazy and fixed this (in my case at least).  First, I ran a watch tool (Microsoft sysinternals - procmon - amazing tool) and saw that the crash happened just after iTunes tried to access this file: C:\Windows\SysWOW64\t2embed.dll.

 

Now, the issue is that this file is involved in the famous Duqu flaw in Windows (http://en.wikipedia.org/wiki/Duqu) and MS issued a temporary fix to lock access to this file to prevent the exploit back in 2011.  An update has since been released through Windows Update and once it is applied, this fix is safe to undo according to the Microsoft info at these links:

 

http://technet.microsoft.com/en-us/security/bulletin/ms11-087

 

Enable/disable here (linked from the above page):

 

http://support.microsoft.com/kb/2639417

 

Scroll down and use the FixIt links to enable/disable.

 

I always run Windows update and keep my system current, so I ran disable and iTunes now works fine.

 

Hope this helps someone.  WARNING WARNING WARNING: If you do not keep your system up to date by running Windows update for all patches, do that FIRST before applying this fix or your system WILL BE VULNERABLE TO EXPLOIT.

 

Good luck and please update this thread if it works!

Posted on Dec 5, 2012 9:46 PM

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polydorus

Q: iTunes 11 crashes when opening the store - no error message

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  • by frozen999,

    frozen999 frozen999 Dec 1, 2012 7:50 PM in response to polydorus
    Level 1 (0 points)
    Dec 1, 2012 7:50 PM in response to polydorus

    I went back to iTunes 10.7 on Windows 7x64. iTunes 11 must of crashed 8 times or more on me in one day. I simply had to click on Apps section on my iPad in iTunes. Frustrating to say the least.

  • by polydorus,

    polydorus polydorus Dec 2, 2012 2:00 AM in response to polydorus
    Level 6 (11,971 points)
    Dec 2, 2012 2:00 AM in response to polydorus

    It would be helpful if everyone who thinks they have this error checks in their windows logs to see if the error is the same.

     

    This can be found by going to the control panel and opening administrative tools>>Event Viewer>>Windows Logs>>Application.

     

    Do this immediately after iTunes crashes so that is at the top of the list. it is an "Information " event.

     

     

    Event Name: BEX

    Response: Not available

    Cab Id: 0

     

    Problem signature:

    P1: iTunes.exe

    P2: 11.0.0.163

    P3: 50b71fed

    P4: StackHash_14f3

     

    The stackhash error means that Windows does not know which module caused the fault, but the 12f3 gives the fault an identity.

     

    Once you know it is the same error, post your diagnostics.

    iTunes Help>>Run diagnostics.

     

     

    I notice that both of us who have posted diagnostics have NVIDIA graphics cards although not the same ones. It would be useful to know if the fault is spefic to a particular make of graphics card.

  • by FabFr,

    FabFr FabFr Dec 2, 2012 2:55 AM in response to polydorus
    Level 1 (0 points)
    Dec 2, 2012 2:55 AM in response to polydorus

    Hi,

     

    I have the same kind of problem

     

     

    Nom du journal :Application
    Source :       Application Error
    Date :         02/12/2012 11:30:48
    ID de l’événement :1000
    Catégorie de la tâche :(100)
    Niveau :       Erreur
    Mots clés :    Classique
    Utilisateur :  N/A
    Ordinateur :  
    Description :
    Nom de l’application défaillante iTunes.exe, version : 11.0.0.163, horodatage : 0x50b71fed
    Nom du module défaillant : unknown, version : 0.0.0.0, horodatage : 0x00000000

     

    --------------------------

     

     

    Microsoft Windows 7 x64 Home Premium Edition Service Pack 1 (Build 7601)
    HP-Pavilion
    iTunes 11.0.0.163
    QuickTime n’est pas disponible
    FairPlay 2.2.32
    Prise en charge de l'application Apple 2.3.2/rBibliothèque de mise à jour iPod 10.0d2
    CD Driver 2.2.3.0
    CD Driver DLL 2.1.3.1
    Périphérique mobile Apple 6.0.1.3
    Pilote Apple Mobile Device introuvable.
    Bonjour 3.0.0.10 (333.10)
    SDK Gracenote 1.9.6.502
    Gracenote MusicID 1.9.6.115
    Soumission Gracenote 1.9.6.143
    Gracenote DSP 1.9.6.45

     

    Numéro de série iTunes

     

    L’utilisateur actuel n'est pas un administrateur.
    La date et l’heure locales actuelles sont 2012-12-02 11:49:01.
    iTunes ne s’exécute pas en mode sans échec.
    La composition accélérée de WebKit est activée.
    HDCP est pris en charge.
    Core Media est pris en charge.

     

    Information sur l'affichage vidéo

     

    ATI Technologies Inc., ATI Radeon HD 3200 Graphics

  • by mjcm_nl,

    mjcm_nl mjcm_nl Dec 2, 2012 2:56 AM in response to polydorus
    Level 2 (317 points)
    iPhone
    Dec 2, 2012 2:56 AM in response to polydorus

    Question to all:

     

    Anyone using Emet or changed something about DEP (Data Execution Prevention) ??

     

    DEP under Win 7 is here:

     

    - Control Panel

    - System

    - Advanced System Settings

    - Advanced Tab

    - Settings

    - Data Execution Prevention

  • by FabFr,

    FabFr FabFr Dec 2, 2012 3:48 AM in response to mjcm_nl
    Level 1 (0 points)
    Dec 2, 2012 3:48 AM in response to mjcm_nl

    no, I just upgraded Itunes, all was ok one minute before with the oldest version of itunes.

  • by Lou-ICE,

    Lou-ICE Lou-ICE Dec 2, 2012 11:56 AM in response to mjcm_nl
    Level 1 (0 points)
    Dec 2, 2012 11:56 AM in response to mjcm_nl

    I am having IDENTICAL problems as described by Conger, Polydorus, and all here.     Everything else seems fine except for store.  

    All I did was run the itunes11 update from latest version of itunes10.  No problems on my system previously.

     

    Based on some clues in Google searches, I have tried the following:

     

    1)  Tried in safe mode:  Still same issues.

     

    2)  Tried adjusting DEP settings.   Still same issues.   I have even tried running itunes store with each DEP radio-button option set and still same issues. Says itunes must have DEP enabled, so I can not have it on exception list for the 2nd DEP setting.  

          Looks like BEX error is for buffer probs -- I'd be surpised if anything is to do with my system resources (have tons of RAM and drive space)

     

    3)  I have EMET and tried itunes store with it on and while 'exited' from EMET.  Still smae issues.

     

    4)  Verified Quicktime is updated and working. 

     

    5)  Downloaded 64-bit itunes11 installer to my hard drive and ran the repair option.   Still same issues.

     

    I have not yet attempted to uninstall itunes11 and install it fresh yet (I gather from messages here, that does not work to fix for anyone?).   I also see from messages here that downgrading back to 10 is not a pleasant experience (file extensions/changes cause probs?) 

     

    I have Win7 Pro 64. I also have an nVidia graphics card (GTX 260) with latest drivers. 

     

    This is my first ever post to Apple support community.  How does it work?  Is it strictly peer advice or will Apple techs jump on here to try and dagnose/fix?

    In any case, if anyone has advice or question on the issue -- I'm game.   Thanks in advance!

     

    I'm not angry yet, since I've never had issues with Apple -- but if any of this means I have to spend a huge chunk of time rebuilding itunes, library, settings, etc . . . . .   then I am gonna be ballistic! 

    _____________________

     

     

    The error is simply that 'iTunes has stopped working'

     

    Problem signature:

    Problem Event Name: BEX

    Application Name: iTunes.exe

    Application Version: 11.0.0.163

    Application Timestamp: 50b71fed

    Fault Module Name: StackHash_14f3

    Fault Module Version: 0.0.0.0

    Fault Module Timestamp: 00000000

    Exception Offset: 7550c9f1

    Exception Code: c0000005

    Exception Data: 00000008

    OS Version: 6.1.7601.2.1.0.256.1

    Locale ID: 1033

    Additional Information 1: 14f3

    Additional Information 2: 14f3e5a9c38d3367a672d8ed0769d4b9

    Additional Information 3: d410

    Additional Information 4: d410539e393c1bad5407687bfdcd55c1

  • by Lou-ICE,

    Lou-ICE Lou-ICE Dec 2, 2012 12:21 PM in response to Lou-ICE
    Level 1 (0 points)
    Dec 2, 2012 12:21 PM in response to Lou-ICE

    Forgot to mention on my list, just to confirm . . .

     

    6)  I am running itunes as administrator

     

    7)  I run Norton 360 Premier -- and the firewall 'allows' iTunes (as it always has)

     

    Again, thanks in advance for any help! 

  • by b noir,

    b noir b noir Dec 2, 2012 12:24 PM in response to Lou-ICE
    Level 9 (72,129 points)
    Dec 2, 2012 12:24 PM in response to Lou-ICE

    Hmmmm.

     

    In the interests of at least ruling one further thing out, could you check something for me Lou?

     

    Try running through the following document:

     

    Apple software on Windows: May see performance issues and blank iTunes Store

     

    (There's an off-chance that what we're looking at might be a new symptom of LSP trouble ... )

  • by Lou-ICE,

    Lou-ICE Lou-ICE Dec 2, 2012 12:46 PM in response to b noir
    Level 1 (0 points)
    Dec 2, 2012 12:46 PM in response to b noir

    Glad to!  

    Ran "autoruns" . . . .  and see only Bonjour for WinSock Provider tab.  However, I do see it twice (a 32 and 64-bit version it seems):

     

    mdnsNSP Bonjour Namespace Provider Apple Inc. c:\program files (x86)\bonjour\mdnsnsp.dll

    mdnsNSP Bonjour Namespace Provider Apple Inc. c:\program files\bonjour\mdnsnsp.dll

  • by b noir,

    b noir b noir Dec 2, 2012 1:11 PM in response to Lou-ICE
    Level 9 (72,129 points)
    Dec 2, 2012 1:11 PM in response to Lou-ICE

    Okay ... that's normal on 64 bit systems to see both the 32-bit and 64-bit Bonjour entries.

     

    One more throw of the dice? The way polydorus reports the Quick Links showing up, but the error occuring when the stuff up the middle of the page tries to display makes me vaguely wonder about a Store cache issue. ("Vaguely", because I think that ought to result in a Windows-User-Account-specific issue rather than a systemwide one ... but I'm not 100% sure.)

     

    If that's what is afoot, the measures from the iTunes Store loads partially or returns "Error 306" or "Error 10054" section in the Specific Conditions and Alert Messages: (Mac OS X / Windows) section of the following document:

     

    iTunes: Advanced iTunes Store troubleshooting

     

    ... might be worth a crack.

  • by Lou-ICE,

    Lou-ICE Lou-ICE Dec 2, 2012 1:14 PM in response to Lou-ICE
    Level 1 (0 points)
    Dec 2, 2012 1:14 PM in response to Lou-ICE

    Excerpts from my diagnostics report: 

     

    Microsoft Windows 7 x64 Ultimate Edition (Build 7600)

    System manufacturer System Product Name

    iTunes 11.0.0.163

    QuickTime 7.7.3

    FairPlay 2.2.32

    Apple Application Support 2.3.2

    iPod Updater Library 10.0d2

    CD Driver 2.2.3.0

    CD Driver DLL 2.1.3.1

    Apple Mobile Device 6.0.1.3

    Apple Mobile Device Driver 1.63.0.0

    Bonjour 3.0.0.10 (333.10)

    Gracenote SDK 1.9.6.502

    Gracenote MusicID 1.9.6.115

    Gracenote Submit 1.9.6.143

    Gracenote DSP 1.9.6.45

    iTunes Serial Number 0032BDD8106DCE60

    Current user is an administrator.

    The current local date and time is 2012-12-02 16:10:46.

    iTunes is not running in safe mode.

    WebKit accelerated compositing is enabled.

    HDCP is supported.

    Core Media is supported.

    Video Display Information

    NVIDIA, NVIDIA GeForce GTX 260

    　 

    **** Device Connectivity Tests ****

    iPodService 11.0.0.163 (x64) is currently running.

    iTunesHelper 11.0.0.163 is currently running.

    Apple Mobile Device service 3.3.0.0 is currently running.

    Universal Serial Bus Controllers:

    NEC Electronics USB 3.0 Host Controller. Device is working properly.

    Intel(R) ICH10 Family USB Universal Host Controller - 3A34. Device is working properly.

    Intel(R) ICH10 Family USB Universal Host Controller - 3A35. Device is working properly.

    Intel(R) ICH10 Family USB Universal Host Controller - 3A36. Device is working properly.

    Intel(R) ICH10 Family USB Universal Host Controller - 3A37. Device is working properly.

    Intel(R) ICH10 Family USB Universal Host Controller - 3A38. Device is working properly.

    Intel(R) ICH10 Family USB Universal Host Controller - 3A39. Device is working properly.

    Intel(R) ICH10 Family USB Enhanced Host Controller - 3A3A. Device is working properly.

    Intel(R) ICH10 Family USB Enhanced Host Controller - 3A3C. Device is working properly.

    FireWire (IEEE 1394) Host Controllers:

    VIA 1394 OHCI Compliant Host Controller. Device is working properly.

  • by Lou-ICE,

    Lou-ICE Lou-ICE Dec 2, 2012 1:18 PM in response to b noir
    Level 1 (0 points)
    Dec 2, 2012 1:18 PM in response to b noir

    I'll start looking into that link.  Thanks for your help! 

     

    Yes, just like Polydorus.  My error seems to pop right at moment when store seems ready to load the visuals on the big 'billboards' in a cover flow at the top.  

  • by b noir,

    b noir b noir Dec 2, 2012 1:22 PM in response to Lou-ICE
    Level 9 (72,129 points)
    Dec 2, 2012 1:22 PM in response to Lou-ICE

    You're welcome. Fingers crossed.

     

    What I'm wondering about is an issue that could hit folks with 10.7.0.21, where the Store displayed like this:

     

    itunes.jpg

     

    Resetting the Store cache was the high-percentage play with that ... so figure it's worth at least trying to rule it out with this new version 11 problem.

  • by Smarty1001,

    Smarty1001 Smarty1001 Dec 2, 2012 1:42 PM in response to b noir
    Level 1 (0 points)
    Dec 2, 2012 1:42 PM in response to b noir

    Hello,

     

    I have the same problem as all the others in this discussion. Erasing the store cash didn't work also. I have 3 windows pc - 2 with iTunes 11 (one win 7/64 and one win xp/sp 3) --> iTunes crashes within some seconds after trying to open the store. Also crashes when trying the iTunes diagnostisc tool. No problem with my third pc (win xp/SP3) with iTunes 10.7 --> store is available.

     

    Sorry for my "broken english".

  • by khisanth,

    khisanth khisanth Dec 2, 2012 1:43 PM in response to polydorus
    Level 1 (0 points)
    Dec 2, 2012 1:43 PM in response to polydorus

    I also have this problem. Windows7 Pro 64bit. Get the exact same application event log:

     

    Fault bucket , type 0

    Event Name: BEX

    Response: Not available

    Cab Id: 0

     

    Problem signature:

    P1: iTunes.exe

    P2: 11.0.0.163

    P3: 50b71fed

    P4: StackHash_14f3

    P5: 0.0.0.0

    P6: 00000000

    P7: 74b0c9f1

    P8: c0000005

    P9: 00000008

    P10:

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