6 Replies Latest reply: Jan 5, 2009 1:54 PM by Katrina S.
peakay81 Level 1 Level 1
I have tried to follow every bit of advice to fix this problem. Ever since adding iTunes 8, and connecting my iphone to it, I cant connect to the iTunes store. All I get is the message

"ITunes cannot connect to the iTunes Store. The network connection timed out"

Just before this, I synced the iphone, all the 3rd party applications stopped running, so I reset the phone. Now, I cant connect to iTunes to download the iPhone software

I've removed Norton although it wasnt on. I've tried windows firewall off and on with exception, My router doesnt have a firewall, all the other computers (macs) in the flat on the same network can connect. Ive been on the phone to apple for an hour... I've flushed the dns, Ive deleted every apple program and reinstalled... I'm going to shut off the router for 10 minutes now and if that doesnt work I'm at a complete loss.

Please help if you can. I know you've seen similar problems but please have a go.

Here's my diagnostic report:

Microsoft Windows Vista Professional Service Pack 1 (Build 6001)
NVIDIA AWRDACPI
iTunes 8.0.2.20
QuickTime 7.5.5
FairPlay 1.1.11
CD Driver 2.0.7.5
CD Driver DLL 2.1.1.1
Apple Mobile Device 2.1.2.7
Bonjour 1.0.5.11 (118.5)

iTunes Serial Number E80BE2A20D09DE38

Current user is not an administrator.
The current local date and time is 2009-01-05 14:06:08.
iTunes is not running in safe mode.

Video Display Information

ATI Technologies Inc., RADEON X800 GTO
ATI Technologies Inc., RADEON X800 GTO Secondary


** External Plug-ins Information **

No external plug-ins installed.

** Network Connectivity Tests **

Network Adapter Information

Adapter Name: {4E12D047-481A-41F1-A2F5-66D4F4FA26AF}
Description: NVIDIA nForce Networking Controller
IP Address: 192.168.1.65
Subnet Mask: 255.255.255.0
Default Gateway: 192.168.1.254
DHCP Enabled: Yes
DHCP Server: 192.168.1.254
Lease Obtained: Mon Jan 05 14:00:35 2009

Lease Expires: Tue Jan 06 14:00:35 2009

DNS Servers: 192.168.1.254
192.168.1.254

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 unsuccessful.
The network connection timed out.
Connection attempt to iTunes Store was unsuccessful.
The network connection timed out.
Secure connection attempt to iTunes Store was unsuccessful.
The network connection timed out.
Secure connection attempt to iPhone activation server unsuccessful.
The network connection timed out.
iTunes has never successfully accessed iTunes store.

PC desktop, Windows Vista
  • peakay81 Level 1 Level 1
    That didn't work either.
    I'm sure there isn't anything unusual about my computer. The last version of iTunes worked fine. This must be something to do with the iPhone??
  • polydorus Level 6 Level 6
    Something is still blocking iTunes, do you have any other firewall installed?

    When you say you removed Norton, to you mean you uninstalled it. An uninstalled Norton security product can still bock iTunes as some of it is left behind.

    Several people have found that using the Norton Removal Tool to remove all traces of Norton fixes this problem.
    http://service1.symantec.com/Support/tsgeninfo.nsf/docid/2005033108162039?OpenDo cument
  • peakay81 Level 1 Level 1
    Incredible.........

    I want to hug you and invite you round for dinner!

    Thank you. It worked (obviously).

    I had a trial of Norton 360 installed. The uninstaller didnt remove it all as you guessed, so ran the additional one and whatever was causing the blockage with iTunes 8, (that had no effect on previous versions) was removed. Someone should tell apple tec support, becasue they took me round the houses this morning. They got close to the problem but didnt mention running a more thorough uninstaller.

    Thank you very much, again.
  • peakay81 Level 1 Level 1
    Run the Norton antivirus uninstaller from their website. Remnants of even an uninstalled Norton antivirus seemed to have caused the problem.
  • polydorus Level 6 Level 6
    This one seems to have bitten a lot of people recently.
    Norton comes preinstalled on many PCs and people often uninstall it because it is unwanted.

    Why oh, oh why doesn't the Norton uninstall do a proper job?

    Glad you got it fixed.
  • Katrina S. Level 7 Level 7
    +Why oh, oh why doesn't the Norton uninstall do a proper job?+


    At least they've got a removal tool now. Norton came preinstalled on a Win 98 PC of mine years ago, and I fought that stupid software deletion for weeks.