8 Replies Latest reply: Aug 27, 2008 6:29 PM by tpg_0904
R0ss Level 1 Level 1 (0 points)
I have access to the iTune store in windows XP but not in VISTA. iTune run jut fine under VIta but any time I try to log in to the store or authorize the computer I receive the following error mesage. "We could not complete your iTunes Store request. An unknown error occured (-9808). There was an error in the iTunes store Please try again later."
I can immediatly go to an XP box and log on, so what is the issue? ANyone else have this problem and if so have you solved it.
One solution I found was to uninstall iTunes and then reinstall by right clicking on the executable and clicking on "run as administrator", didn't make a difference. I also tried the dns flush solution listed elsewhere on this forum...
Thanks in adavnce for your help

Ross

Windows Vista
  • nicearmyguy81 Level 1 Level 1 (0 points)
    dito me. I get the same error message (-9808). i'm running windows vista 32bit, and I'm using Norton 2008 Internet Security. I disabled my firewall on both windows and Norton, but no dice. i still get that error when I try to make online purchases with this PC. when i use my other computer that runs windows XP, i receive no errors and have no issues.

    I'm not sure what's causing the error, but I wish apple would fix it.
  • R0ss Level 1 Level 1 (0 points)
    Glad to see I'm not the only one! Over 500 views and you are the only response! Just to add insult to injury this happens on both my sons and wifes laptop (both running VISTA) however not on ANY pc running Windows XP. I had no idea all the problems folks have with this "free" software until I had a problem. It is amazing that Apple is so unresponsive (in my opinion).
  • Snikch Level 1 Level 1 (0 points)
    I had this problem at my work while behind the work proxy server. I'm not sure if this still applies to the error if you are not behind a proxy server but you can feel free to give it a try anyway.

    Open up Internet Explorer, as this is where iTunes gets its security settings from.

    Go to "Tools > Internet Options > Advanced" and scroll to the 'Security' section towards the bottom of that scroll box. Make sure Use SSL 3.0, Use SSL 2.0 and Use TLS 1.0 are all ticked, and then UNTICK "Check for server certificate revocation". Close Internet Explorer and try accessing the iTunes store again.
  • R0ss Level 1 Level 1 (0 points)
    Thanks for your response. I will give it a try and see what happens. What I don't understand is why does the problem exist under VISTA and not under XP. I have no problems at work either, again using XP. I work in a public school so our firewall is pretty restrictive yet there are no problems there...Anyway we are up to 830+ views and only one potential fix. I wonder if that means no one else is having the problem or maybe everyone else has at least one computer running XP to use for itunes??????

    Ross
  • Katrina S. Level 7 Level 7 (24,090 points)
    R0ss, the problem could exist on 2 Vista machines or 2 XP machines, as well - for instance if Norton was installed on one and not the other.

    The top 3 fixes to itunes error 9808 seem to be

    1) Go to Start > Control Panel > Internet Options > Advanced, make sure that SSL 3.0 is checked and TLS 1.0 is checked. Also under Security make sure that the “Check for server certificate revocation (requires restart)” is unchecked. Then click ok and fire up iTunes.

    2) The culprit was Norton. The users are set up as Admin and Standard. I have Parental Controls turned on in both Vista as well as Norton. Admin users had no problems connecting to iTunes. Standard users would get the error. I had to go to Norton’s Personal Firewall and add the program “iTunes Helper.exe” and set the option to “Allowed” (”iTunes.exe should already be in the Allowed category.) in order for the standard users to be able to connect.

    3) close iTunes if you have it open right now. Then go to C:/Documents and Settings/username/Local Settings/Application Data/Apple Computer/iTunes. Delete or cut the preferences.xml file which contains your iTunes preferences. Then go to C:/Documents and Settings/username/Application Data/Apple Computer/iTunes and delete or move the preferences.xml file. For Mac users, there is only one file you must delete or move a to a new location and is located at User > Library > Preferences > com.apple.itunes.plist. Restart iTunes and it will recreate those two (or one) files with the default settings. Feel free to set your preferences back to what they were and then connect to the iTunes store and enjoy!
  • R0ss Level 1 Level 1 (0 points)
    Thanks,

    Will certainly give it a try and post back...I do not use Norton and I do not use Windows firewall so it wouldn't be there. I do use a a software solution called Smoothwall Express. It is a Linux based app that runs on a separate PC. SInce it is not blocking anything going to a windows XP PC I am suspecting it is a VISTA issue.
    I will repost after I have tried your fixes

    Thanks again

    Ross
  • Katrina S. Level 7 Level 7 (24,090 points)
    Let us know, that is just a list I got here on AD from looking at solved posts for that error message.
  • tpg_0904 Level 1 Level 1 (0 points)
    This worked: i am running windows xp with norton security:
    1) Go to Start > Control Panel > Internet Options > Advanced, make sure that SSL 3.0 is checked and TLS 1.0 is checked. Also under Security make sure that the “Check for server certificate revocation (requires restart)” is unchecked. Then click ok and fire up iTunes.

    2) The culprit was Norton. The users are set up as Admin and Standard. I have Parental Controls turned on in both Vista as well as Norton. Admin users had no problems connecting to iTunes. Standard users would get the error. I had to go to Norton’s Personal Firewall and add the program “iTunes Helper.exe” and set the option to “Allowed” (”iTunes.exe should already be in the Allowed category.) in order for the standard users to be able to connect.