Tony Pate

Q: itunes crashes on exit

The latest addition of iTunes seems to work fine except when I exit, when it crashes.

 

Is this a general problem that people are having?

 

I am using windows 10 64 Bit

 

Tony

Windows 10

Posted on Sep 26, 2016 1:39 AM

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Q: itunes crashes on exit

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  • Helpful answers

  • by irina_w,

    irina_w irina_w Sep 27, 2016 10:19 AM in response to Tony Pate
    Community Specialists
    Sep 27, 2016 10:19 AM in response to Tony Pate
    Hello Tony,


    Thanks for visiting Apple Support Communities.


    It looks like iTunes is working fine except it unexpectedly quits when you try to exit. Let's see if we can get iTunes working as it should.


    Start with the method outlined in Fix unexpected quits or launch issues in iTunes for Windows, which has some good steps to identify why iTunes is quitting and then troubleshoot the cause.


    All the best.
  • by Tony Pate,

    Tony Pate Tony Pate Sep 28, 2016 3:08 AM in response to irina_w
    Level 1 (8 points)
    iTunes
    Sep 28, 2016 3:08 AM in response to irina_w

    I am sorry but this doesn't really reflect my problem.

     

    ITunes works fine in every way. It doesn't unexpectedly crash.

     

    My problem is that when I go to exit the programme then ITunes comes up with an error saying the programme has stopped. It didn't do this until I upgraded to the latest version.

     

    Also I can't see any way to contact apple support (UK) unless you have a device in warranty - as the support process asks for a serial number. Can anyone help?

     

    Thanks

     

    Tony

  • by turingtest2,

    turingtest2 turingtest2 Sep 28, 2016 9:38 AM in response to Tony Pate
    Level 10 (87,156 points)
    Apple TV
    Sep 28, 2016 9:38 AM in response to Tony Pate

    There is no free telephone support for iTunes.

     

    Can you locate the crash in the event viewer and bring up any details, like this?

    StoreCrash4.png

     

    In some cases a full tear down and rebuild as set out in the second box of Troubleshooting issues with iTunes for Windows updates will help. If the problem is deeper than that it helps to know if it is specific to a particular library or user profile. The link provided earlier includes some of these differential troubleshooting steps. Other things to try are launching iTunes via the right-click > Run as administrator option from its shortcut, and starting in iTunes own safe mode which you get to by holding ctrl+shift as you launch it, and keep holding until you see this dialog, then click Continue:

    SafeMode.png

     

    tt2

  • by Tony Pate,

    Tony Pate Tony Pate Sep 28, 2016 3:20 PM in response to turingtest2
    Level 1 (8 points)
    iTunes
    Sep 28, 2016 3:20 PM in response to turingtest2

    yes I captured the error as you suggested. not sure what it means (couldn't paste the screenshot as you did) Not sure if this will do?

     

    Log Name:      Application

    Source:        Application Error

    Date:          28/09/2016 23:09:16

    Event ID:      1000

    Task Category: (100)

    Level:         Error

    Keywords:      Classic

    User:          N/A

    Computer:      Tony

    Description:

    Faulting application name: iTunes.exe, version: 12.5.1.21, time stamp: 0x57d32fa7

    Faulting module name: MSVCR100.dll, version: 10.0.40219.325, time stamp: 0x4df2bcac

    Exception code: 0xc00000fd

    Fault offset: 0x000000000003383f

    Faulting process ID: 0x2ea0

    Faulting application start time: 0x01d219d38320a77e

    Faulting application path: C:\Program Files\iTunes\iTunes.exe

    Faulting module path: C:\WINDOWS\SYSTEM32\MSVCR100.dll

    Report ID: c4094a79-39b1-4eea-a525-80d23d98e27f

    Faulting package full name:

    Faulting package-relative application ID:

    Event Xml:

    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

      <System>

        <Provider Name="Application Error" />

        <EventID Qualifiers="0">1000</EventID>

        <Level>2</Level>

        <Task>100</Task>

        <Keywords>0x80000000000000</Keywords>

        <TimeCreated SystemTime="2016-09-28T22:09:16.278232100Z" />

        <EventRecordID>17498</EventRecordID>

        <Channel>Application</Channel>

        <Computer>Tony</Computer>

        <Security />

      </System>

      <EventData>

        <Data>iTunes.exe</Data>

        <Data>12.5.1.21</Data>

        <Data>57d32fa7</Data>

        <Data>MSVCR100.dll</Data>

        <Data>10.0.40219.325</Data>

        <Data>4df2bcac</Data>

        <Data>c00000fd</Data>

        <Data>000000000003383f</Data>

        <Data>2ea0</Data>

        <Data>01d219d38320a77e</Data>

        <Data>C:\Program Files\iTunes\iTunes.exe</Data>

        <Data>C:\WINDOWS\SYSTEM32\MSVCR100.dll</Data>

        <Data>c4094a79-39b1-4eea-a525-80d23d98e27f</Data>

        <Data>

        </Data>

        <Data>

        </Data>

      </EventData>

    </Event>

     

    Error      28/09/2016 23:09:16      Application Error              1000      (100)

  • by turingtest2,

    turingtest2 turingtest2 Sep 28, 2016 4:16 PM in response to Tony Pate
    Level 10 (87,156 points)
    Apple TV
    Sep 28, 2016 4:16 PM in response to Tony Pate

    Thanks. Nothing obvious strikes me. Again it would be useful to know if the problem shows in a different profile, but a suspect a tear down and rebuild is your best shot.

     

    tt2

  • by Tony Pate,

    Tony Pate Tony Pate Sep 28, 2016 4:24 PM in response to turingtest2
    Level 1 (8 points)
    iTunes
    Sep 28, 2016 4:24 PM in response to turingtest2

    Thanks for all your help

     

    I will look at this over the next few days

     

    Tony

  • by Tony Pate,

    Tony Pate Tony Pate Oct 1, 2016 7:58 AM in response to Tony Pate
    Level 1 (8 points)
    iTunes
    Oct 1, 2016 7:58 AM in response to Tony Pate

    Tried iTunes with another profile. I logged into windows using a different user and started iTunes.

     

    This produced no problems. ITunes closed perfectly. I tested it several times and it was fine.

     

    So what does this mean and how do I solve it?

     

     

    Thanks

     

    Tony

  • by turingtest2,

    turingtest2 turingtest2 Oct 1, 2016 8:25 AM in response to Tony Pate
    Level 10 (87,156 points)
    Apple TV
    Oct 1, 2016 8:25 AM in response to Tony Pate

    See Fix unexpected quits or launch issues in iTunes for Windows - Apple Support and the advice for user specific issues.

     

    tt2