Level 1

0 points

iTunes could not connect to the iTunes Store - Error

Recently purchased my first iPod, 80GB Classic, and it works great. However, I have been having issues with iTunes since day one. I need to access the iTunes Store to track down some album artwork and I keep receiving the following error message:

iTunes could not connect to the iTunes Store: Make sure your network connection is active and try again.

At the time of this error, I am accessing the internet just fine. I also went ahead and removed all Norton programs and deactivated Windows Firewall entirely to no avail. I have also uninstalled iTunes repeatedly and even tried older versions of the software, also to no avail.

Even the diagnostics check comes back with no problems but I still cannot access the iTunes store.

Microsoft Windows XP Home Edition Service Pack 2 (Build 2600)
ASUSTeK Computer INC. A7N8X2.0
iTunes 7.5.0.20
CD Driver 2.0.6.1
CD Driver DLL 2.0.6.2

Current user is an administrator.
The current local date and time is 2007-11-28 11:32:49.

Video Display Information:

RADEON 9800 XT
RADEON 9800 XT - Secondary

** Network Connectivity Tests **

Network Adapter Information

Adapter Name: {4AC08FCA-5669-4F28-9A5A-C82251527CCC}
Description: 3Com 3C920B-EMB Integrated Fast Ethernet Controller - Packet Scheduler Miniport
IP Address: 192.168.1.100
Subnet Mask: 255.255.255.0
Default Gateway: 192.168.1.1
DHCP Enabled: Yes
DHCP Server: 192.168.1.1
Lease Obtained: Wed Nov 28 09:33:48 2007

Lease Expires: Thu Nov 29 09:33:48 2007

DNS Servers: 68.87.68.162
68.87.68.162
68.87.74.162

Active Connection: LAN Connection
Connected: Yes
Online: Yes
Using Modem: No
Using LAN: Yes
Using Proxy: Yes
HTTP Proxy: actsvr.comcastonline.com:8100
SSL 3.0 Support: Enabled
TLS 1.0 Support: Enabled

Firewall Information

Windows Firewall is off.

Connection attempt to Apple web site was successful.
Connection attempt to iTunes Store was successful.
Secure connection attempt to iTunes Store was successful.
Secure connection attempt to iPhone activation server was successful.

Any advice or recommendations would be greatly appreciated as I really do not want to add over 4000 pieces of album artwork manually. Thanks in advance!

Windows XP

Posted on Nov 28, 2007 8:20 AM

55 replies

Gecko7

Level 1

0 points

Dec 13, 2007 12:08 AM in response to valerie555

I just got an iPod Classic 80GB and no matter what i do iTunes store will NOT let me sign in. It says; +We could not complete your iTunes Store request. An Unknown error has occurred (-9808).+ IT WILL NOT let me sign in even though i have an account and is driving me spare. I have followed all their help instructions but it doesn't do any good, and it isn't a download problem because i can get podcasts, just not into the account. PLEASE HELP ME! I WANT TO ENJOY MY PRESENT!

polydorus

Level 6

11,967 points

Dec 13, 2007 1:45 AM in response to Gecko7

Gecko7
Can you post your iTunes connectivity diagnostics.
Help>>Run Diagnostics>>Network Connectivity diagnostics
Copy and paste the result into your next post.

Which security software are you using?
have you ever had any other secutrity software, even if it is not switched on or been uninstalled?

A simple test to try is to briefly turn off your firewall to see if that allows connection. If it does, that shows you need to configure your firewall to allow iTunes to connect to the internet.

Other things to look at - popup blockers, anti phishing filters, ad blocking.

surwyn

Level 1

0 points

Dec 13, 2007 7:55 AM in response to epe000

I am having the same problem for a week now. I have tried all the troubleshooting suggestions. Here is my diagnostic test if anyone sees anything let me know. Thanks.Microsoft Windows XP Professional Service Pack 2 (Build 2600)
Dell Inc. Dimension 8400
iTunes 7.5.0.20
CD Driver 2.0.6.1
CD Driver DLL 2.0.6.2

Current user is an administrator.
The current local date and time is 2007-12-13 10:07:33.

Video Display Information:

RADEON X300 Series
RADEON X300 Series Secondary

** Network Connectivity Tests **

Network Adapter Information

Adapter Name: {2C350A1A-AF85-4249-8AC3-4B53A2DB9E1F}
Description: Broadcom NetXtreme 57xx Gigabit Controller - Packet Scheduler Miniport
IP Address: 0.0.0.0
Subnet Mask: 0.0.0.0
Default Gateway:
DHCP Enabled: Yes
DHCP Server:
Lease Obtained: Wed Dec 31 19:00:02 1969

Lease Expires: Wed Dec 31 19:00:02 1969

DNS Servers:

Adapter Name: {A0E523A1-08B1-48F5-9FCE-77F012D2C482}
Description: WAN (PPP/SLIP) Interface
IP Address: 68.30.140.193
Subnet Mask: 255.255.255.255
Default Gateway: 68.30.140.193
DHCP Enabled: No
DHCP Server:
Lease Obtained: Wed Dec 31 19:00:00 1969

Lease Expires: Wed Dec 31 19:00:00 1969

DNS Servers: 68.28.146.92
68.28.146.92
68.28.154.92

Active Connection: Sprint Mobile Broadband - Novatel Wireless
Connected: Yes
Online: Yes
Using Modem: Yes
Using LAN: No
Using Proxy: No
SSL 3.0 Support: Enabled
TLS 1.0 Support: Enabled

Firewall Information

Windows Firewall is off.

Connection attempt to Apple web site was unsuccessful.
The network connection could not be made.
Connection attempt to iTunes Store was unsuccessful.
The network connection could not be made.
Secure connection attempt to iTunes Store was unsuccessful.
The network connection could not be made.
Secure connection attempt to iPhone activation server unsuccessful.
The network connection could not be made.

neil298

Level 1

0 points

Dec 13, 2007 10:09 AM in response to surwyn

dont know if this helps but ive been having trouble connecting to the store,i kept getting a message that says 'no account in that name has been used to purchase i tunes' but ive been buying for a couple of years! when i tried to sign in again it just came up 'URL is not available' ,All i did was plug my ipod in and bingo it worked!,Have the people in this post had their ipod connected or were you just buying to download later?,just a thought,Hope it helps

Dec 13, 2007 12:32 PM in response to neil298

I've tried:
iPod connected / not connected
Windows firewall on / off
iTunes listed as a firewall exception
etc.
etc.
Nothing seems to work. This has been happening for a couple of weeks now. The iPod can't check for updates b/c iTunes can't find the internet even though all connectivity tests show "passed" in iTunes diagnostics. FRUSTRATING.

surwyn

Level 1

0 points

Dec 13, 2007 12:41 PM in response to jtriplett38

Thanks for suggestion, but ditto from me. I've tried every different way possible too. I even updated my account info.

kenmm

Level 1

0 points

Dec 13, 2007 2:39 PM in response to epe000

Have just overcome this problem by checking and changing the personal firewall settings on Norton. Turns out that internet access from iTunes was blocked. I suspect that this happened when I upgraded to version 7.5. Hope this helps.

Dec 14, 2007 12:19 AM in response to kenmm

I started having this problem tonight (on a Mac) and was able to get it working again by removing the iTunes preferences:

1. Quit iTunes.
2. Move the following files to your Desktop (or delete them. I chose to move in case I decided to put it back.)
~/Library/Preferences/com.apple.iTunes.plist
~/Library/Preferences/ByHost/com.apple.iTunes.0017f209d844.plist
3. Launch iTunes.
You'll get the license agreement and "welcome to itunes" setup screens because iTunes thinks this is its first launch.

Click "agree" and either go through the setup wizard or click cancel (I've tried it both ways and it seems to work in either case), and you'll be back in business.

Hope this helps.

JusttUs

Level 1

10 points

Dec 14, 2007 10:08 AM in response to epe000

The only thing that worked for me was starting a new account

Dec 15, 2007 5:31 AM in response to epe000

Hi all, I am having the same problem with iTunes 7.5. It won't let me connect to the iTunes store. Here is the results of the test I ran.

Microsoft Windows XP Professional Service Pack 2 (Build 2600)
Dell Inc. Inspiron 9300
iTunes 7.5.0.20
CD Driver 2.0.6.1
CD Driver DLL 2.0.6.2

Current user is an administrator.
The current local date and time is 2007-12-15 08:03:46.

Video Display Information:

ATI MOBILITY RADEON X300

** Network Connectivity Tests **

Network Adapter Information

Adapter Name: {D7845AA5-7EF6-47B6-96BE-0C1E34E6141A}
Description: Intel(R) PRO/Wireless 2200BG Network Connection - Packet Scheduler Miniport
IP Address: 192.168.6.148
Subnet Mask: 255.255.224.0
Default Gateway: 192.168.2.70
DHCP Enabled: Yes
DHCP Server: 192.168.2.70
Lease Obtained: Sat Dec 15 07:49:28 2007

Lease Expires: Sun Dec 16 07:49:28 2007

DNS Servers: 143.66.1.51
143.66.1.51
143.66.1.40
143.66.1.7

Adapter Name: {61735CFB-BED1-4944-A203-EB0B72A04C59}
Description: Broadcom 440x 10/100 Integrated Controller - Packet Scheduler Miniport
IP Address: 0.0.0.0
Subnet Mask: 0.0.0.0
Default Gateway:
DHCP Enabled: Yes
DHCP Server: 255.255.255.255
Lease Obtained: Fri Dec 14 15:29:31 2007

Lease Expires: Mon Jan 18 22:14:07 2038

DNS Servers:

Active Connection: LAN Connection
Connected: Yes
Online: Yes
Using Modem: No
Using LAN: Yes
Using Proxy: Yes
HTTP Proxy: 192.168.0.1:87
SSL 3.0 Support: Enabled
TLS 1.0 Support: Enabled

Firewall Information

Windows Firewall is on.
iTunes is enabled in Windows Firewall.

Connection attempt to Apple web site was unsuccessful.
The network connection timed out.
Connection attempt to iTunes Store was unsuccessful.
The network connection timed out.
Secure connection attempt to iTunes Store was successful.
Secure connection attempt to iPhone activation server was successful.

Dec 15, 2007 12:37 PM in response to epe000

I finally Got It Working. There was something with my fire wall blocking it. It was not allowing outgoing traffic. (I use Trend PC-cillin) I highly recomend that you all check the settings of your firewall very carefully. To see if it is the problem turn the firewall off and see if it works. if it does than you figured out your problem 🙂

Dec 15, 2007 4:14 PM in response to epe000

I have the same problem. It keeps saying:

iTunes could not connect to the iTunes Store. An unknown error has occured (-3212).
Make sure your network connection is active and try again.

I had this problem before and fixed it somehow but now its back. My diagnostics test says this:

Microsoft Windows XP Professional Service Pack 2 (Build 2600)
Dell Inc. Dell DV051
iTunes 7.5.0.20
CD Driver 2.0.6.1
CD Driver DLL 2.0.6.2

Current user is an administrator.
The current local date and time is 2007-12-15 19:15:02.

Video Display Information:

Intel(R) 82915G/GV/910GL Express Chipset Family

** Network Connectivity Tests **

Network Adapter Information

Adapter Name: {BF7C1BC0-88BA-46F3-879A-BCEA42B73E5F}
Description: Intel(R) PRO/100 VE Network Connection - Packet Scheduler Miniport
IP Address: 192.168.1.100
Subnet Mask: 255.255.255.0
Default Gateway: 192.168.1.1
DHCP Enabled: Yes
DHCP Server: 192.168.1.1
Lease Obtained: Sat Dec 15 14:57:04 2007

Lease Expires: Sun Dec 16 14:57:04 2007

DNS Servers: 167.206.251.129
167.206.251.129
167.206.251.130

Active Connection: LAN Connection
Connected: Yes
Online: Yes
Using Modem: No
Using LAN: Yes
Using Proxy: No
SSL 3.0 Support: Enabled
TLS 1.0 Support: Disabled

Firewall Information

Windows Firewall is off.

Connection attempt to Apple web site was unsuccessful.
An unknown error occurred (-3212).
Connection attempt to iTunes Store was unsuccessful.
An unknown error occurred (-3212).
Secure connection attempt to iTunes Store was unsuccessful.
An unknown error occurred (-3212).
Secure connection attempt to iPhone activation server unsuccessful.
An unknown error occurred (-3212).

polydorus

Level 6

11,967 points

Dec 16, 2007 2:52 AM in response to Mr. Lanterman

Mr. Lanterman
You diagonstics are a little unusual as you appear to have a partially successful connection.

Apart from the usual advice about, firewalls, popup blockers, phishing filders etc, I notice you are using a proxy server.

If it is permitted, try connecting to the internet directly, a few people ahve had connectiviy problems using a proxy server.

In Internet explorer, Tools>Internet Options>>Connections>>Lan Settings

Dec 16, 2007 8:05 PM in response to epe000

I am having the same problem, however, under a different account on the same computer I can connect to iTunes and to the store....can anyone help? Here is what I got when I ran the diagnostics...everything seems OK to me, I have also tried the firewall thing, and disabling pop-ups...HELP, my 13 year old is about to go crazy.

Microsoft Windows Vista Home Edition (Build 6000)
Dell Inc. Inspiron 1721
iTunes 7.5.0.20
CD Driver 2.0.6.1
CD Driver DLL 2.0.6.2

Current user is not an administrator.
The current local date and time is 2007-12-16 20:48:17.

Video Display Information:

ATI Technologies Inc., ATI Radeon X1270

** Network Connectivity Tests **

Network Adapter Information

Adapter Name: {38176702-CECB-475E-854A-1C7A68D59457}
Description: Dell Wireless 1490 Dual Band WLAN Mini-Card
IP Address: 192.168.1.101
Subnet Mask: 255.255.255.0
Default Gateway: 192.168.1.1
DHCP Enabled: Yes
DHCP Server: 192.168.1.1
Lease Obtained: Sun Dec 16 17:51:52 2007

Lease Expires: Mon Dec 17 17:51:52 2007

DNS Servers: 68.105.28.11
68.105.28.11
68.105.29.11
68.105.28.12

Adapter Name: {DC25517F-B1C9-4B39-BBC0-19AB6F1D3D3B}
Description: Broadcom 440x 10/100 Integrated Controller
IP Address: 0.0.0.0
Subnet Mask: 0.0.0.0
Default Gateway: 0.0.0.0
DHCP Enabled: Yes
DHCP Server:
Lease Obtained: Wed Dec 31 18:00:00 1969

Lease Expires: Wed Dec 31 18:00:00 1969

DNS Servers:

Active Connection: LAN Connection
Connected: Yes
Online: Yes
Using Modem: No
Using LAN: Yes
Using Proxy: No
SSL 3.0 Support: Enabled
TLS 1.0 Support: Enabled

Firewall Information

Windows Firewall is on.
iTunes is enabled in Windows Firewall.

Connection attempt to Apple web site was successful.
Connection attempt to iTunes Store was successful.
Secure connection attempt to iTunes Store was successful.
Secure connection attempt to iPhone activation server was successful.

Dec 17, 2007 5:17 PM in response to epe000

Hello
I had the same problem over and over again after upgrading my system to i-tunes 7.5. I tried everything to solve the problem but all the time received the message that there was some sort of a time out in getting connected to the i-tunes store. Very anoying indeed and there was no solution that worked....
Finaly I had the idea to start the system in the "save" mode ( of course a little bit drastic, but who cares...) of course with connection to the Internet and started i-tunes in the save mode. There were some adjustments I had to agree with And gues what...finaly I was able to visit the store again.
After that I shut down, and started up again in the ususal/ regular mode, and evrything worked as it should. However I lost my "folders" and Playlists and had to restore that what was a bit of a disapoitment, but finnaly The connection to The I-tunes store was restored. I Hope this suggestion will also work for You!
I wish You good Luck!
Greetz Adamsappel

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iTunes could not connect to the iTunes Store - Error