iTunes Store - Log in to Proxy Error

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iTunes Store - Log in to Proxy Error

I've got a two week old MPB 2.2Ghz that I finally got around to getting iTunes setup on. However, I have found that I can't access the store or get album artwork with it. I keep getting the error "You must log in to the proxy server in order to access the iTunes Store." We are behind an authenticating proxy server here, but everything else internet wise is fine. Firefox, Camino, Adium, Safari all work fine. I've tried switching to another locations proxy server which will cause it to prompt for username/pw again on the new proxy, but then it errors out again with the same message. A co-worker with the same setup is having the same exact problem on his MBP as well. Currently running iTunes 7.3.2 (6).

MPB 2.2Ghz, Mac OS X (10.4.10)

Posted on Aug 27, 2007 9:46 AM

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Answer 1

Aug 28, 2007 10:56 PM in response to emarti20

Argh!

The exact same thing (almost) is happening to me!

I'm also behind a proxy server, and everything else network-related works, etc. I've tried switching internet connect configurations, re-entering proxy information, and switching to automatic proxy configuration. Nothing has fixed the problem.

The only difference in my case is that I can actually access the store but I can't access my shopping cart.

My specs are below. When it first started I was very happily using iTunes 6.0.4, and had no desire to update, but the log in to proxy error forced me to upgrade to 7.3.2 (6) in the hope it would fix the problem (but of course it didn't).

Please, please, would one of you fine and intelligent Top Users suggest a fix?

Cheers
rob

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Answer 2

Aug 28, 2007 11:24 PM in response to rob luvsnic

Hm. That's weird. What's happened to the edit function?

Anyway, I just wanted to add to the above that I'm in Australia, trying to access the ITMS Australia.

EDIT: Doubly weird -- there's an edit link on this post but not my earlier post...

At any rate, I should also add that I've verified/repaired keychain access but that's done naught to solve the issue.

Message was edited by: rob luvsnic

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Answer 3

emarti20 Author

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Aug 30, 2007 9:24 AM in response to emarti20

I've also verified that iTunes works fine connected to the store when I'm at home and don't have to go through a proxy server. As soon as the machine is back at work though and the network location switched t use the proxies, I get the same errors again. I get similar messages trying to login in to my iTunes account, update album artwork, or the store itself. In some places I get the message "iTunes could not connect to the iTunes Store. An unknown error occured (-3231), such as trying to click through to the Podcast Directory from podcasts.

Also of note, Windows machines on the same work network can access the iTunes store without any issue through the proxy, so it doesn't appears that any filtering or blocking is occuring by the proxy server.

Message was edited by: emarti20

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Answer 4

Aug 30, 2007 4:53 PM in response to emarti20

I believe this problem is caused by poor support for https proxy support intergration with squid proxy.

Could you all please ask your IT Support staff to find out what sort of proxy system you company is running.

We have Squid 2.5.14

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Answer 5

Aug 30, 2007 5:03 PM in response to Jeffery Duckett

Thanks Jeffery for the info.

Ours is Squid, but I don't know the version yet. I'll speak to ITS and see if they can shed any light on the issue.

Cheers

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Answer 6

Sep 2, 2007 9:47 PM in response to rob luvsnic

It seems we're using Squid 2.5.STABLE11.

My IT support is looking into it, but seeing as I'm but a very tiny fish in the massive organisation I work for, I don't see them doing much to fix the situation once they learn it's related solely to ITMS access.

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Answer 7

Sep 3, 2007 3:25 PM in response to rob luvsnic

I'm wondering if there is a dodgey problem with the SSL module on what I think is the AU ITMS server phobos...

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Answer 8

Sep 3, 2007 8:01 PM in response to Jeffery Duckett

I don't suppose you've got a hotline to Apple?

I contacted support for ITMS via the web-form to see if they could suggest any fixes. They suggested switching to 1-click buying, which of course won't work as I would need first of all to login to my account.

After that they just said that they handle only enquiries "about billing, customer accounts, downloading items, and the selections available on the iTunes Store" and directed me to the various support pages at the Apple site (as if my problem is not a technical issue but rather an incapacity to find information on a website!).

Anyone know how to report a bug? If I send the query via the iTunes feedback webform, will anyone take notice of it?

I've just realised, though, that I sent my initial query to the US ITMS support, so I might try re-sending to the AU ITMS support and see what happens...

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Answer 9

emarti20 Author

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Sep 4, 2007 8:40 AM in response to Jeffery Duckett

Looks like we're running some version of a Bluecoat proxy on our network here. What makes me think it's not the proxy though is that like I said earlier, any Windows machine can access iTunes through the same server proxy just fine, it's only Mac's that seem to have a problem.

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Answer 10

Sep 4, 2007 7:35 PM in response to rob luvsnic

I'm happy to report that my most recent query to ITMS support is being followed up.

Hopefully a solution will be found soon...

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Answer 11

emarti20 Author

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Sep 6, 2007 9:43 AM in response to emarti20

This morning I tried updating to iTunes 7.4, but the problem still persists. However, the error message no longer complains about the proxy specifically and I know just get a general "Make sure your network connection is active and try again."

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Answer 12

Sep 10, 2007 7:17 PM in response to emarti20

I'm still having the same problem.

The ITMS CSO who responded to my query tried fixing the problem by resetting the password and then reported having no problems with logging in. However, seeing that the CSO's attempts at logging in wouldn't have have been from behind our proxy, I'm not at all surprised that there were no problems.

The problem is definitely something related to proxy authentication and it seems only to hit Macs (maybe only MBPs?). I've sent a query to IT support at my end to see whether it might be related to how the proxy communicates with the iTunes application (as they are aware that some apps have trouble with authenticating proxies). But I suspect that's not the case, since everything was fine until two or so weeks ago.

Once my end has confirmed that the problem is at the ITMS's end, I'll try my ITMS CSO again to see if we can get any further into it.

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Answer 13

emarti20 Author

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Sep 11, 2007 2:00 PM in response to emarti20

I went ahead and tried opening a ticket with support. Sadly all they did was tell me that the error message "common" on Windows platforms and gave me lots of links on how to change a Windows setup (which I'm not running) and some notes about unrelated error messages. Didn't even acknowledge the fact that only Mac's can't access the store on the network, and that any PC can connect just fine with the same proxy. The only offer was to call in to fee based support.

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Answer 14

Sep 11, 2007 5:06 PM in response to emarti20

Ok this is starting to **** me off now, the minute Apple support starts treating Mac users like PC support clients is the day I stop supporting apple.

Squid proxy configs here have not changed in 12 months and I last remember using the iTunes music store on 10.4.8, the issue must be with iTunes.app or one of the security updates since 10.4.8

Https proxy support for OSX, in particular Safari, has always been plain ****. Camino and Firefox both dont use system wide proxies and I've never once had a problem with either and https websites.

I'm pointing my finger at Apple's SSL compatibility and /Applications/iTunes.app/Contnets/Frameworks/InternetUtilities.bundle ... why does a native OSX app need its own Internet Utilities software ????

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Answer 15

Sep 11, 2007 10:52 PM in response to Jeffery Duckett

*sigh

Problems seem to be somehow related to keychain access and the settings the application uses for checking digital certificate revocation.

If we change the settings to 'best attempt' or 'require' (either OCSP or CRL) we get different responses from iTunes.

If by some freak chance an apple tech reads this, I'd love to have a discussion about how the OS manages certificate revocation.

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