Previous 1 2 Next 18 Replies Latest reply: Dec 20, 2008 8:33 AM by GTFletcher
GTFletcher Level 1 Level 1 (0 points)
having major problems with my iTunes. i currently have 16 videos trying to download and i keep getting error messages everytime. contacted iTunes support and they said i needed to update to the latest version of iTunes. When i then told them that it won't let me they suggested downloading onto a different system! hugely useful! the problem i am getting with updating iTunes is that if i use the Apple Update it comes up with an error saying "failed to install try downloading manually" so i do! download the installer files manually and then double click on it as usual. the installer check comes up and i click on run. then nothing happens! the run box dissapears but nothing installs and nothing else comes up in its place! highly annoying as you can imagine! anybody any ideas on how to fix this so i can finally watch my 16 shows!

Windows XP, I am a PC because I can't afford a Mac!
  • polydorus Level 6 Level 6 (11,950 points)
    I am afraid I don't know the answer to these error message free install failures, but maybe you could clarify exactly what you are doing.

    Presumably you are downloading from the Apple site:
    http://www.apple.com/itunes/download/

    When you click on the download button do you get a run/save dialogue? When you get this it is generally best to click on save and save the installer on your PC before running it. The desktop is a good place if you are having trouble.

    SO do you get to the point that you have the installer saved on your PC, but when you try to run it, you just get the hourglass then nothing?

    Have you looked in the Windows event viewr to see if there is an error message after an install failure?
    Control Panel>>Administrative Tools>>Event Viewer

    Which version of iTunes are you using at the moment and is it working?
  • GTFletcher Level 1 Level 1 (0 points)
    When i downloaded the file i saved it to the desktop and have tried several times to run it. all that happens is when i double click the file it comes up with the run/cancel window. when i click run that disappears and then nothing happens!

    there is nothing in the windows event log that comes up.

    the version of iTunes i am running currently is 8.1.11 and it does work, however i have 16 tv shows that i am trying to download of the store that come up with error messages (either 10000 or 8008) every time and was advised by apple email support to update to the latest version of iTunes!
  • polydorus Level 6 Level 6 (11,950 points)
    OK, like I said I haven't seen a definite answer to this but the store error messages are interesting.

    Could you post the results of your network connectivity tests:
    iTUnes Help>>Run Diagnostics>>Network connectivity tests.
    Paste the entire result in to your post.


    AS an experiment could you try this link about something different:
    http://support.apple.com/kb/TS1593?viewlocale=en_US

    I am just wondering if both problems could be related to a problem with cryptographic services. The above link has occasionally fixed secure connection issues with the iTunes store.
  • GTFletcher Level 1 Level 1 (0 points)
    here is the results from the diagnostic run

    Microsoft Windows XP Home Edition Service Pack 3 (Build 2600)
    NVIDIA AWRDACPI
    iTunes 8.0.1.11
    QuickTime 7.5.5
    FairPlay 1.0.15
    CD Driver 2.0.7.5
    CD Driver DLL 2.1.1.1
    Apple Mobile Device 2.1.1.13
    Bonjour 1.0.5.11

    iTunes Serial Number B64AF06F2A24D6E1

    Current user is an administrator.
    The current local date and time is 2008-12-19 13:21:12.
    iTunes is not running in safe mode.

    Video Display Information

    NVIDIA GeForce 8500 GT


    ** External Plug-ins Information **

    No external plug-ins installed.

    ** Network Connectivity Tests **

    Network Adapter Information

    Adapter Name: {559E9DF9-4145-4BAE-80BA-48E8D5AA14A1}
    Description: NVIDIA nForce Networking Controller - Packet Scheduler Miniport
    IP Address: 192.168.1.2
    Subnet Mask: 255.255.255.0
    Default Gateway: 192.168.1.1
    DHCP Enabled: Yes
    DHCP Server: 192.168.1.1
    Lease Obtained: Fri Dec 19 13:15:13 2008

    Lease Expires: Sat Dec 20 13:15:13 2008

    DNS Servers: 192.168.1.1
    192.168.1.1

    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 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.
    Last successful store access was 2008-12-19 13:17:50.



    i have tried the other link you suggested and i am still getting the same two error messages up for my downloads.
  • polydorus Level 6 Level 6 (11,950 points)
    OK, I don't see any problem in the diagnostics, I was wondering if there would be a secure connection failure that could point to the cryptographic issue.

    I will try doing al little research on this, but if you know about computers, it is possible to get the installer to create a log file. Perhaps there would be a useful error message there, but it is possible that the installer never launches in which case that wouldn't help.

    In the mean time Apple offer this help on trouble installing although not specifically about your problem.
    http://support.apple.com/kb/HT1926

    I wonder if the section at the end would help for example disable conflicting software.



    P.S.
    I migh be worth trying to install iTunes from an other administrator account.

    Message was edited by: polydorus
  • GTFletcher Level 1 Level 1 (0 points)
    thanks, its much appreciated. i have already gone through the conflicting software fix and that has had no effect on it all unfortunatly! i've done some research and there were some similar issues people were having with Skype, but none of the fixes for that were relevant to iTunes unfortunatly!
  • polydorus Level 6 Level 6 (11,950 points)
    I can find plenty of people with this problem, but no solutions.

    Do you have any problems with installing anything else?

    Presumably you have a working old version of iTunes so I don't want to suggest anything destructive.


    If you want to try the install log thing, here is how, but I fear you don't even get that far.
    Open a cmd Window – Start>>RUN CMD
    Drag iTunesSetup.exe to command window to get full path
    Then after it type a space then:
    /l*v C:\log.txt

    The installer will create a log file c:\log.txt

    If a log file is created, there might be an error message at the end of it.

    I wonder if it is worth seeing if the Quicktime installer works, you can download a version that doesn't include itunes here:
    http://www.apple.com/quicktime/download/win.html
    That might help show if this is specifically a problem with the iTunes installer or if it affects something else.

    P.s. I meant to say earlier did you try turning off virus checking when running the installer?

    Message was edited by: polydorus
  • Katrina S. Level 7 Level 7 (24,090 points)
    Will it install OK in a different Windows user account? Just a thought.
    It'd be driving me mad.
  • polydorus Level 6 Level 6 (11,950 points)
    Katrina
    This one has been frustrating me for a while. Where is bnoir when you need him.
  • GTFletcher Level 1 Level 1 (0 points)
    have tried both turning off anti-virus and also a different user account. neither worked. have just tried to install quick time and safari and they both have the same problem. i am guessing it is a windows fault rather than a iTunes fault. i couldnt get a log file to be created either! i have contemplated uninstalling iTunes as the current version works, however my concern is if i am unable to reinstall it! lol!
  • polydorus Level 6 Level 6 (11,950 points)
    I think that there must be a Windows issue as it affects all those different installer.

    I don't think it would be a good idea to uninstall itunes as it works.

    Going back to this digital signing thing as it is a common problem with XP.
    Could you try *Method 4* in the following article:
    http://support.microsoft.com/kb/822798
    You should be able to copy and paste each individual line into the command window.
    It is similar to the thing I asked you to try before but a bit more thorough and you get to see any error messages. if any dlls produce error messages it might give a clue.

    A slightly off the wall suggestion.
    Go to Start>>Run and type:
    msiexec

    The Windows Installer should open a Window containing a help message. The purpose of this is to see if the installer will do this or if it fails. I wonder if there is an issue with the Windows installer istself.

    Message was edited by: polydorus
  • GTFletcher Level 1 Level 1 (0 points)
    the fix microsoft suggested didnt work. the windows installer comes up fine:


    Windows ® Installer. V 3.01.4001.5512

    msiexec /Option <Required Parameter> [Optional Parameter]

    Install Options
    </package | /i> <Product.msi>
    Installs or configures a product
    /a <Product.msi>
    Administrative install - Installs a product on the network
    /j<u|m> <Product.msi> [/t <Transform List>] [/g <Language ID>]
    Advertises a product - m to all users, u to current user
    </uninstall | /x> <Product.msi | ProductCode>
    Uninstalls the product
    Display Options
    /quiet
    Quiet mode, no user interaction
    /passive
    Unattended mode - progress bar only
    /q[n|b|r|f]
    Sets user interface level
    n - No UI
    b - Basic UI
    r - Reduced UI
    f - Full UI (default)
    /help
    Help information
    Restart Options
    /norestart
    Do not restart after the installation is complete
    /promptrestart
    Prompts the user for restart if necessary
    /forcerestart
    Always restart the computer after installation
    Logging Options
    /l[i|w|e|a|r|u|c|m|o|p|v|x|+|!|*] <LogFile>
    i - Status messages
    w - Nonfatal warnings
    e - All error messages
    a - Start up of actions
    r - Action-specific records
    u - User requests
    c - Initial UI parameters
    m - Out-of-memory or fatal exit information
    o - Out-of-disk-space messages
    p - Terminal properties
    v - Verbose output
    x - Extra debugging information
    + - Append to existing log file
    ! - Flush each line to the log
    * - Log all information, except for v and x options
    /log <LogFile>
    Equivalent of /l* <LogFile>
    Update Options
    /update <Update1.msp>[;Update2.msp]
    Applies update(s)
    /uninstall <PatchCodeGuid>[;Update2.msp] /package <Product.msi | ProductCode>
    Remove update(s) for a product
    Repair Options
    /f[p|e|c|m|s|o|d|a|u|v] <Product.msi | ProductCode>
    Repairs a product
    p - only if file is missing
    o - if file is missing or an older version is installed (default)
    e - if file is missing or an equal or older version is installed
    d - if file is missing or a different version is installed
    c - if file is missing or checksum does not match the calculated value
    a - forces all files to be reinstalled
    u - all required user-specific registry entries (default)
    m - all required computer-specific registry entries (default)
    s - all existing shortcuts (default)
    v - runs from source and recaches local package
    Setting Public Properties
    [PROPERTY=PropertyValue]

    Consult the Windows ® Installer SDK for additional documentation on the
    command line syntax.

    Copyright © Microsoft Corporation. All rights reserved.
    Portions of this software are based in part on the work of the Independent JPEG Group.
  • polydorus Level 6 Level 6 (11,950 points)
    That looks OK.

    I think there must be a Windows issue although I don't know where to go next. I am not going to suggest reinstalling Windows!

    If you do find a fix please let us know as this one has been very frustrating.

    Here is something else to try from Royb of Apple, it involves manually extracting the components of the installer and running them manually. It refers to iTunes 7, but who knows?

    But maybe the extract part will not work - but that in itself might help sort it out.

    http://discussions.apple.com/thread.jspa?threadID=683119&messageID=3612644#36126 44
  • GTFletcher Level 1 Level 1 (0 points)
    didnt work am afraid! currently in the process of contacting microsoft to see what they have to say but i am not expecting much of a response out of them! thanks for your help, it was much appreciated! will let you know if and when i find a solution!


    okay scratch that! have just tried to email microsoft support and they want £46 for the privillage! dont suppose anybody knows of any microsoft forums that dont cost £46! lol!

    Message was edited by: GTFletcher
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