6 Replies Latest reply: Sep 8, 2008 2:19 AM by polydorus
bencrome Level 1 Level 1 (0 points)
basically no matter how much i download and re-download iTunes (7.7) when i click the shortcut or try and access iTunes in any way, it doesn't open, no error message, no appearance in the applications bit of Windows Task Manager. however iTunes.exe does appear to be present in the processes tab so my attempt to open it has obviously been registered somewhere..but iTunes still doesn't open on my screen

any help?

Windows XP
  • polydorus Level 6 Level 6 (11,950 points)
    It is a good idea to make sure your computer is free of malware before starting to look at this.
    There is a free scanner at Kaspersky;
    http://www.kaspersky.com/virusscanner

    First try this:
    http://support.apple.com/kb/TS1776?viewlocale=en_US

    Then briefly disable your firewall to see if that works - that hasn't really been an issue for some time.

    The main thing to is to check on is your crypographic dlls

    Work carefully through *method 4* in the following link. If you get any errors, make a careful note of them and put them in your next post.
    http://support.microsoft.com/kb/822798

    This is both a diagnostic test and a potential cure.

    If you complete method 4 without any error messages, try starting itunes, otherwise post the error messages.
  • bencrome Level 1 Level 1 (0 points)
    i've followed this advice (except for the virus scanner suggestion - i used my own instead) and there were no error messges, but still iTunes doesn't open.
  • polydorus Level 6 Level 6 (11,950 points)
    OK, usually those steps will reveal the problem.
    Could you confirm that you carried out all the steps I recommended, and especially that you complete method 4 without generating any error messages.

    We need to get a second opinion on your malware scan, could you do the Kaspersky scan.

    The reason is that malware can unregister cryptographic dlls and if it does this after you registered them, method 4 is ineffective.

    I would also like you to check that your smart card service is not disabled.
    Usually the problem is associated with missing dlls, but it is as well to check.

    The following link includes a way of checking your smart card service:
    http://joeyahn.tistory.com/entry/Solution-to-Itunes-76-intallation-running-error -when-itunes76-doesnt-start-after-installation

    If none of that helps, we need to go back to basic troubleshooting.

    First could you check to see if Quicktime works OK, if not describe what happens with any error messages in full.

    Next work through the following troubleshooting method:
    http://support.apple.com/kb/TS1421

    The first stage is to establish if the problem is confined to one account or system wide. Then depending on the result there are a number of things to try - you will already have do some of them.

    If you have success could you post back as it will be helpful to know what the probelm was for the future.

    If none of that works there is still something else to try.
  • bencrome Level 1 Level 1 (0 points)
    OK first of all I'm doing the Kaspersky scan now, I'm scanning 'critical areas' since that seemed like a good place to start, and I'll post back with the results when it's done.
  • bencrome Level 1 Level 1 (0 points)
    --------------------------------------------------------------------------------
    KASPERSKY ONLINE SCANNER 7 REPORT
    Sunday, September 7, 2008
    Operating System: Microsoft Windows XP Home Edition Service Pack 2 (build 2600)
    Kaspersky Online Scanner 7 version: 7.0.25.0
    Program database last update: Sunday, September 07, 2008 16:13:46
    Records in database: 1200548
    --------------------------------------------------------------------------------

    Scan settings:
    Scan using the following database: extended
    Scan archives: yes
    Scan mail databases: yes

    Scan area - Critical Areas:
    C:\Documents and Settings\All Users\Start Menu\Programs\Startup
    C:\Documents and Settings\Ben Crome\Start Menu\Programs\Startup
    C:\Program Files
    C:\WINDOWS

    Scan statistics:
    Files scanned: 91857
    Threat name: 4
    Infected objects: 20
    Suspicious objects: 0
    Duration of the scan: 00:53:14


    File name / Threat name / Threats count
    C:\Program Files\webHancer\Programs\webhdll.dll/C:\Program Files\webHancer\Programs\webhdll.dll Infected: not-a-virus:AdWare.Win32.WebHancer.390 12
    C:\WINDOWS\system32\iebrowserc.dll/C:\WINDOWS\system32\iebrowserc.dll Infected: not-a-virus:AdWare.Win32.Vapsup.awu 2
    C:\WINDOWS\system32\nsd8A.dll/C:\WINDOWS\system32\nsd8A.dll Infected: not-a-virus:Downloader.Win32.AdLoad.d 2
    C:\Program Files\webHancer\Programs\webhdll.dll Infected: not-a-virus:AdWare.Win32.WebHancer.390 1
    C:\WINDOWS\system32\dcads_sidebar.dll Infected: not-a-virus:AdWare.Win32.Agent.abm 1
    C:\WINDOWS\system32\iebrowserc.dll Infected: not-a-virus:AdWare.Win32.Vapsup.awu 1
    C:\WINDOWS\system32\nsd8A.dll Infected: not-a-virus:Downloader.Win32.AdLoad.d 1

    The selected area was scanned.


    ----

    Here's the scan report - how can I act upon this?
  • polydorus Level 6 Level 6 (11,950 points)
    It looks as though you have found some malware, I am not clear if you did a full system scan, you need to do that.

    I do not know for certain that what you found is the cause of your iTunes problem, but it there is a strong possibility that it is. In any event you need to get rid of it.

    I am afraid I can't give you detailed instructions on the removal of malware, it can be extremely difficult. I recently had to restore my system to an old backup to get rid of a trojan.

    *Be extremely careful if you search the internet for tools to get rid of malware.* Many of the tools themselves are themselves malware.

    Stick to the big names in the security software market or get professional help.

    Kaspersky offer a number of removal tools on their site and also a free trial of their security software that you could use to remove what the scanner found. Some of the other major Vendors also offer free trials.