13 Replies Latest reply: Sep 16, 2008 3:28 PM by kerokier
turbo7 Level 1 Level 1 (0 points)
Hi there,

I am unable to connect to the itunes store via my itunes, therefore I cannot get any song names or album artwork. I can access the store via the website though. I have a new ISP but they do not appear to be blocking anything. The firewall has itunes allowed. I have updated to itunes 8 also. I had been without an ISP for a couple of months but it seems to be working nicely now. Also my flatmate appears to be able to access the store from his laptop (we have a dual wired/wireless router). Can anyone help me at all as it is driving me insane. I have tried most of the troubleshooting ideas that are displayed on the troubleshooting page.

Windows XP
  • McRabbit Level 1 Level 1 (0 points)
    Hi,

    I am having exactly the same problem. I updated to itunes 8 a few days ago and no matter what i do I can't connect to the store either. I am getting a "could not connect message" asking me to "make sure your network connection is active and try again". I have even reinstalled a couple of times and tried to change firewall settings etc with no luck. If you get a fix please post it.
  • turbo7 Level 1 Level 1 (0 points)
    Yes that is the exact message I am getting. Very frustrating! Let me know if you get a fix also.

    Thanks
  • polydorus Level 6 Level 6 (11,950 points)
    Which firewall do you use? Norton seems to cause a lot of problems when iTunes changes. If you have Norton, go into your firewall configuration>>Programs and delete the entry for iTunes, then create a new one with Permit all.

    Other wise post your network connectivity test results.

    iTunes Help>>Run Diagnostics.. network connectivity tests.

    Post the entire result into your next post.

    If your friend can connect to the store vis the same router, at least that eliminates a problem with your ISP.
  • turbo7 Level 1 Level 1 (0 points)
    Ok then. All appears to be ok. Here are my diagnostics tests.

    Microsoft Windows XP Home Edition Service Pack 2 (Build 2600)
    Tiny Computers 8050IL
    iTunes 8.0.0.35
    QuickTime 7.5.5
    FairPlay 1.0.15
    CD Driver 2.0.7.5
    CD Driver DLL 2.1.1.1
    Apple Mobile Device 2.1.0.25
    Bonjour 1.0.5.11 (118.5)

    iTunes Serial Number FD92C284CBAB85BE

    Current user is an administrator.
    The current local date and time is 2008-09-15 21:41:49.
    iTunes is not running in safe mode.

    Video Display Information

    Intel(R) 82852/82855 GM/GME Graphics Controller


    ** External Plug-ins Information **

    No external plug-ins installed.

    ** Network Connectivity Tests **

    Network Adapter Information

    Adapter Name: {4A7C9791-DD11-47D2-AE70-71E7F08338ED}
    Description: Realtek RTL8139 Family PCI Fast Ethernet NIC - Packet Scheduler Miniport
    IP Address: 192.168.2.2
    Subnet Mask: 255.255.255.0
    Default Gateway: 192.168.2.1
    DHCP Enabled: Yes
    DHCP Server: 192.168.2.1
    Lease Obtained: Mon Sep 15 20:17:44 2008

    Lease Expires: Tue Jan 19 14:14:07 2038

    DNS Servers: 192.168.2.1
    192.168.2.1

    Active Connection: LAN Connection
    Connected: Yes
    Online: Yes
    Using Modem: No
    Using LAN: Yes
    Using Proxy: Yes
    HTTP Proxy: proxy.iprimus.com.au:8080

    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.
    Last successful store access was 2008-07-29 17:44:57.
  • polydorus Level 6 Level 6 (11,950 points)
    Try turning off your proxy server in your Internet Options>>Connections>>LAN Settings.
  • Tiptonite Level 1 Level 1 (0 points)
    I am having the same problem!
    Here is the rundown on mine

    Microsoft Windows XP Professional Service Pack 2 (Build 2600)
    HP Pavilion 061 EL409AA-ABA M7360N
    iTunes 8.0.0.35
    QuickTime 7.5.5
    FairPlay 1.0.15
    CD Driver 2.0.7.5
    CD Driver DLL 2.1.1.1
    Apple Mobile Device 2.1.0.25
    Bonjour 1.0.5.11 (118.5)

    iTunes Serial Number B03E017B309F292F

    Current user is an administrator.
    The current local date and time is 2008-09-15 13:41:51.
    iTunes is not running in safe mode.

    Video Display Information

    NVIDIA GeForce 6200SE TurboCache(TM)
    NVIDIA GeForce 7300 SE/7200 GS


    ** External Plug-ins Information **

    No external plug-ins installed.

    ** Network Connectivity Tests **

    Network Adapter Information

    Adapter Name: {FFB2754D-442E-4D27-9C96-410B30DFC2E6}
    Description: Intel(R) PRO/100 VE Network Connection - Packet Scheduler Miniport
    IP Address: 192.168.1.109
    Subnet Mask: 255.255.255.0
    Default Gateway: 192.168.1.1
    DHCP Enabled: Yes
    DHCP Server: 192.168.1.1
    Lease Obtained: Mon Sep 15 13:29:59 2008

    Lease Expires: Tue Sep 16 13:29:59 2008

    DNS Servers: 192.168.2.1
    192.168.2.1

    Adapter Name: {8A98B736-DB2E-42BD-B862-43FCAC01C262}
    Description: Wireless LAN PCI 802.11 b/g adapter WN5301A - Packet Scheduler Miniport
    IP Address: 0.0.0.0
    Subnet Mask: 0.0.0.0
    Default Gateway:
    DHCP Enabled: Yes
    DHCP Server:
    Lease Obtained: Tue Sep 16 13:29:59 2008

    Lease Expires: Tue Sep 16 13:29:59 2008

    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 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.
    Last successful store access was 2008-09-10 12:02:43.


    ** iPod/iPhone Connectivity Tests **

    iPodService 8.0.0.35 is currently running.
    iTunesHelper 8.0.0.35 is currently running.
    Apple Mobile Device service 2.10.31.0 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:

    VIA OHCI Compliant IEEE 1394 Host Controller
    VIA OHCI Compliant IEEE 1394 Host Controller. Device is working properly.

    Most Recent Device Not Currently Connected:

    iPod classic running firmware version 1.1.2
    Serial Number: 8K8226QKYMX

    ** iPhone/iPod Touch Sync Tests **

    No iPhone or iPod found.
  • Mike75565466645 Level 1 Level 1 (0 points)
    i've been unable to connect to the store since the itunes upgrade either......................












    Microsoft Windows Vista Professional Service Pack 1 (Build 6001)
    Dell Inc. Dell XPS720
    iTunes 8.0.0.35
    QuickTime 7.5.5
    FairPlay 1.0.15
    CD Driver 2.0.7.5
    CD Driver DLL 2.1.1.1
    Apple Mobile Device 2.1.0.25
    Bonjour 1.0.5.11 (118.5)

    iTunes Serial Number F56515480DF602BE

    Current user is not an administrator.
    The current local date and time is 2008-09-15 19:08:37.
    iTunes is not running in safe mode.

    Video Display Information

    NVIDIA, NVIDIA GeForce 8800 GTX


    ** External Plug-ins Information **

    No external plug-ins installed.

    ** Network Connectivity Tests **

    Network Adapter Information

    Adapter Name: {DCD60130-796D-43FA-90EF-B80089D51A4F}
    Description: Broadcom NetXtreme 57xx Gigabit Controller #2
    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: Thu Jan 01 00:00:00 1970

    Lease Expires: Thu Jan 01 00:00:00 1970

    DNS Servers:

    Adapter Name: {3ABD7E24-F9AC-4166-AD60-EFC9E1673CF8}
    Description: Bluetooth Device (Personal Area Network)
    IP Address: 192.168.0.221
    Subnet Mask: 255.255.255.0
    Default Gateway: 192.168.0.1
    DHCP Enabled: Yes
    DHCP Server: 192.168.0.1
    Lease Obtained: Mon Sep 15 18:28:45 2008

    Lease Expires: Thu Sep 18 18:28:45 2008

    DNS Servers: 192.168.0.1
    192.168.0.1

    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.
    Last successful store access was 2008-07-26 15:42:59.
  • nikim Level 1 Level 1 (0 points)
    Hi - I had this same problem - iTunes could not access the internet to go to the store, nor to upload song titles and art etc. I tried everything here: http://discussions.apple.com/thread.jspa?messageID=6654560 without luck. After reading this thread, I tried disabling Norton entirely. This worked!!!!

    Can anyone talk me through how to have Norton enabled and still use iTunes? iTunes is already listed as an exception in my firewall settings so I don't get why it doesn't work.
  • McRabbit Level 1 Level 1 (0 points)
    Hi All,

    After some of the helpful feedback supplied I went into Norton then clicked on personal firewall and the configure button. Then click on the programs tab at the top of the page. Scroll through the programs in the Manual Control section and possibly like mine did it will say 'block all' against Apple itunes. Click the drop down arrow and change the setting to 'Permit all' then click OK and exit Norton. I then re-opened itunes and it now works with the firewall on. I hope you have the same success. Thanks to everyone who shared their valuable info.
  • nikim Level 1 Level 1 (0 points)
    Yup, that worked for me too - went into Norton and changed settings for iTunes to 'allow all' and I'm back up and running. Horrah!

    Weird, since iTunes has worked on this computer for me before. I guess updating to a new version of iTunes at some point triggered Norton to block it.

    Thanks all!
  • ktalbot1025 Level 1 Level 1 (0 points)
    Does anyone know how to fix the problem if you have McAfee?
  • Coose Level 1 Level 1 (0 points)
    I am having the same problem and I also have McAfee. I ran the diagnositc. What can I do? My itunes is not working neither is my Iphone.

    Microsoft Windows XP Professional Service Pack 3 (Build 2600)
    Dell Inc. OptiPlex GX620
    iTunes 8.0.0.35
    QuickTime 7.5.5
    FairPlay 1.0.15
    CD Driver 2.0.7.5
    CD Driver DLL 2.1.1.1
    Apple Mobile Device 2.1.0.25
    Bonjour 1.0.5.11 (118.5)

    iTunes Serial Number 2B2F1F7858FB67F4

    Current user is an administrator.
    The current local date and time is 2008-09-16 11:36:46.
    iTunes is not running in safe mode.

    Video Display Information

    Intel(R) 82945G Express Chipset Family
    Intel(R) 82945G Express Chipset Family


    ** External Plug-ins Information **

    No external plug-ins installed.

    ** Network Connectivity Tests **

    Network Adapter Information

    Adapter Name: {97899986-E6EB-4BA9-A2DF-291FB43466CD}
    Description: Broadcom NetXtreme 57xx Gigabit Controller - Packet Scheduler Miniport
    IP Address: 172.18.138.117
    Subnet Mask: 255.255.255.0
    Default Gateway: 172.18.138.1
    DHCP Enabled: Yes
    DHCP Server: 172.29.10.90
    Lease Obtained: Tue Sep 16 11:27:27 2008

    Lease Expires: Tue Sep 23 11:27:27 2008

    DNS Servers: 172.18.10.10
    172.18.10.10
    172.29.10.247

    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.
    Last successful store access was 2008-08-26 16:06:15.
  • kerokier Level 1 Level 1 (0 points)
    Hi,
    I just updated to itunes 8 as well and it says no connection for itunes store but I have internet and my roommates can get the itunes store on their computers too so I guess that means it's not the ISP. I went to my Norton and unblocked itunes from the personal firewall thing and it still is not working. I really wanted to use the new genius feature but now I can't.