13 Replies Latest reply: Feb 17, 2008 12:25 PM by myhighway
sharon0810 Level 1 Level 1 (0 points)
we downloaded an itunes software upgrade last week and since then cannot connect to the itunes server. Connection to the internet is fine though. We searched the entire apple website and found no help to our problem. Finding a phone number to call was a challenge to say the least. No 24/7 tech support. Does anyone know how to fix? Thanks.

Sharon

hp, Windows XP
  • jessehogie Level 2 Level 2 (205 points)
    When you say iTunes server, I assume your talking about the iTunes Music Store?
  • sharon0810 Level 1 Level 1 (0 points)
    Yes, that's right.
  • jessehogie Level 2 Level 2 (205 points)
    Do you have a firewall active that might be blocking the traffic?
  • sharon0810 Level 1 Level 1 (0 points)
    no
  • jessehogie Level 2 Level 2 (205 points)
    Can you try iTunes again? Its possible the iTMS was down at the time you tried.
  • Kristin Bundesen Level 1 Level 1 (25 points)
    I am having this same problem. I have OS 10.5.1 and downloaded the iTunes update so now running 7.5 and can no longer connect to the store. When trying to connect the screen goes white and the progress bar at top center just never goes very far. Have left it 'trying to connect' for 3 hours as an experiment. Other non-leopard macs on the same network can connect to the store so I know it isn't an ISP issue.

    Music plays fine. I have not connected my iPod since upgrading.

    Anyone have any ideas?

    Thanks for any help.
  • eamisemer Level 1 Level 1 (0 points)
    I too am having the same problem. I can access the Music Store, internet via IE, but can't update my iPod. The error message is "iTunes could not contact the ipod softare update server because you are not connected to the internet." But i am connected (see, i was able to post a reply - got to the internet somehow.


    Here's my diagnostics:

    Microsoft Windows XP Professional Service Pack 2 (Build 2600)
    Hewlett-Packard HP Pavilion dv8000 (EU006UA#ABA)
    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 2007-12-21 11:48:40.

    Video Display Information:

    NVIDIA GeForce Go 7400

    ** Network Connectivity Tests **

    Network Adapter Information

    Adapter Name: {CA5AD91E-7757-4FEE-9B25-291A5E747189}
    Description: Intel(R) PRO/Wireless 3945ABG Network Connection - Packet Scheduler Miniport
    IP Address: 192.168.1.107
    Subnet Mask: 255.255.255.0
    Default Gateway: 192.168.1.254
    DHCP Enabled: Yes
    DHCP Server: 192.168.1.254
    Lease Obtained: Fri Dec 21 11:31:28 2007

    Lease Expires: Sat Dec 22 11:31:28 2007

    DNS Servers: 192.168.1.254
    192.168.1.254

    Adapter Name: {A7732329-D678-460E-A4FB-9BD8F7A99A70}
    Description: Intel(R) PRO/100 VE Network Connection - Packet Scheduler Miniport
    IP Address: 0.0.0.0
    Subnet Mask: 0.0.0.0
    Default Gateway:
    DHCP Enabled: Yes
    DHCP Server:
    Lease Obtained: Sat Dec 22 11:31:28 2007

    Lease Expires: Sat Dec 22 11:31:28 2007

    DNS Servers:

    Active Connection: (none)
    Connected: No
    Online: No
    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 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.


    ** CD/DVD Drive Tests **

    LowerFilters: PxHelp20 (2.0.0.0),
    UpperFilters: GEARAspiWDM (2.0.6.1),

    F: HL-DT-ST DVDRAM GSA-4084N, Rev KQ09
    Drive is empty.


    ** iPod Connectivity Tests **

    iPodService 7.5.0.20 is currently running.
    iTunesHelper 7.5.0.20 is currently running.
    Apple Mobile Device 1.14.0.0 is currently running.

    Universal Serial Bus Controllers:

    Intel(R) 82801G (ICH7 Family) USB Universal Host Controller - 27C8. Device is working properly.
    Intel(R) 82801G (ICH7 Family) USB Universal Host Controller - 27C9. Device is working properly.
    Intel(R) 82801G (ICH7 Family) USB Universal Host Controller - 27CA. Device is working properly.
    Intel(R) 82801G (ICH7 Family) USB Universal Host Controller - 27CB. Device is working properly.
    Intel(R) 82801G (ICH7 Family) USB2 Enhanced Host Controller - 27CC. Device is working properly.

    FireWire (IEEE 1394) Host Controllers:

    Texas Instruments OHCI Compliant IEEE 1394 Host Controller. Device is working properly.

    Connected Device Information:

    JAKE'S I-PO (G:\), Fifth Generation iPod (iPod with video) running firmware version 1.2.1
    Serial Number: #############
    Bus Speed: 61440
  • Kristin Bundesen Level 1 Level 1 (25 points)
    Well our problems are slightly different in that I don't care about synching my ipod. I just want to buy some stuff from the iTunes store. And can't. Also we are on different OSs but nevertheless....it would be great if I could somehow access the store to buy some movies
  • Colin Harrison Level 1 Level 1 (35 points)
    Hi all,

    After installing 10.5.1, I also lost my connection to iTunes store. All other network connections (internet, mail, software update...) seemed to work fine... After much fiddling about, I tried deactivating "stealth mode" in the Firewall options, and bingo, I can connect again.

    I turned Stealth Mode on myself, so if you've never done this, then my advice might not help, but in any case, that was definitely what was blocking my access...

    Incidentally, while fiddling, I also noticed something weird happening with my Logitech Mouse driver whenever iTunes launched, and I discovered a keychain issue — redundant X509 Certificates, and two references to the System keychain files ?? — both of which I fixed. Running Disk Utility then showed up serious disk errors, which I fixed as well, but none of that had any effect on the iTunes issue...

    Hope this helps!

    Message was edited by: Colin Harrison
  • Colin Harrison Level 1 Level 1 (35 points)
    Sorry, I spoke too soon! I managed to connect twice after modifying Stealth Mode, but now I can't connect any more... Back to the drawing board! I will post again in this thread if I manage to work it out...
  • Colin Harrison Level 1 Level 1 (35 points)
    Incidentally, perhaps I should point out that this seems to be exclusively (?) an Intel problem (or perhaps Intel + Wifi...) I have two machines running on the same internet connection, both updated to 10.5.1: my Laptop (Intel MacBook, which has the iTunes connection issue) and a G4 (PPC) which can connect just fine...

    The only other difference between the two that I am aware of is that the G4 is connected to my modem via an ethernet cable, while the MacBook connects using Airport (WiFi)...

    Go figure...
  • Colin Harrison Level 1 Level 1 (35 points)
    OK, I've gone about as far as I can with this... No solution, but here's what I can say:

    It's definitely a problem specific to Airport and iTunes together. Plugging my MacBook in with an ethernet cable makes the problem go away.

    (The only UI-visible change is the IP address of my MacBook which is different when I connect with Ethernet...)

    My earlier post about Stealth Mode seems to be totally off the track (although it did let me connect twice after I did that, with Airport, but then stopped again... I cannot reproduce that behaviour now...)

    I installed and ran DTrace (XTools "Instruments") but I've got no idea what I'm doing, and don't know what to look for...

    Stumped. Sorry.

    I've Googled my symptoms, but can't find any other message that only applies to iTunes. Most folks getting this problem also have other network-related issues that I don't seem to have (thankfully). All my other network services seem to be fine. The real test will be when I try to connect to my University 802.1X WiFi system tomorrow...
  • myhighway Level 5 Level 5 (7,270 points)
    The real test will be when I try to connect to my University 802.1X WiFi system tomorrow...


    Hey Colin Harrison!

    What was the result? Issue resolved, or still pending for you? Although there's been more than a month pass, I'm wondering if this is connected to your most current thread in which I've been participating?