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User profile for user: acoolerclimate
acoolerclimate Author
User level: Level 1
9 points

Secure link to iTunes store failed

I had an iTouch and iTunes was working fine. I recently got an iPhone and as soon as I hooked it up, I am now unable to connect to the iTunes store. I ran diagnostics and it tells me a Secure Link to iTunes store failed. The help button next to it did not help. I checked to make sure my firewall isn't blocking it.
I can't find the error number I received anywhere in support. Can anyone help? Here is the diagnostic info.

Microsoft Windows Vista x64 Home Edition Service Pack 1 (Build 6001)
HP-Pavilion FQ562AA-ABA m9500f
iTunes 8.0.2.20
QuickTime 7.6
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 1.0.6.2 (118.5)

iTunes Serial Number F7F5A6A28391DDF2

Current user is not an administrator.
The current local date and time is 2009-02-21 08:20:55.
iTunes is not running in safe mode.

Video Display Information

NVIDIA, NVIDIA GeForce 9500 GS


** External Plug-ins Information **

No external plug-ins installed.

** Network Connectivity Tests **

Network Adapter Information

Adapter Name: {3AFB31C9-AC81-401B-9A44-BA2460BCE90F}
Description: Atheros 802.11 a/b/g/n Dualband Wireless Network Module
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: Wed Dec 31 19:00:00 1969

Lease Expires: Wed Dec 31 19:00:00 1969

DNS Servers:

Adapter Name: {D4B2E79A-6F10-4E2C-AD8F-70C53632557D}
Description: Realtek RTL8168C(P)/8111C(P) Family PCI-E Gigabit Ethernet NIC (NDIS 6.0)
IP Address: 192.168.1.3
Subnet Mask: 255.255.255.0
Default Gateway: 192.168.1.1
DHCP Enabled: Yes
DHCP Server: 192.168.1.1
Lease Obtained: Sat Feb 21 08:10:27 2009

Lease Expires: Sun Feb 22 08:10:26 2009

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 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 unsuccessful.
An unknown error occurred (-9808).
Secure connection attempt to iPhone activation server unsuccessful.
An unknown error occurred (-9808).
Last successful store access was 2009-02-21 08:19:47.

HP m9500f, Windows Vista

Posted on Feb 21, 2009 5:33 AM

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User profile for user: polydorus
polydorus
User level: Level 6
11,967 points

Posted on Feb 21, 2009 5:46 AM

Quite a few people have found that this isolated secure link problem responds to unchecking "Check for server certificate revocation" on the advanced tab of internet options.

You need to restart iTune sfor it to take effect.

Otherwise do you have Norton, or have you ever had it even if you uninstalled it? It does come preinstalled on many new PCs.
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User profile for user: polydorus
polydorus
User level: Level 6
11,967 points

Feb 21, 2009 5:46 AM in response to acoolerclimate

Quite a few people have found that this isolated secure link problem responds to unchecking "Check for server certificate revocation" on the advanced tab of internet options.

You need to restart iTune sfor it to take effect.

Otherwise do you have Norton, or have you ever had it even if you uninstalled it? It does come preinstalled on many new PCs.
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User profile for user: acoolerclimate
acoolerclimate Author
User level: Level 1
9 points

Feb 21, 2009 6:03 AM in response to polydorus

Thanks for the info. I unchecked the "check for server certificate revocation", rebooted the computer, and it didn't work.

Norton came with the computer and was causing me lots of problems. I couldn't uninstall it normally and it wouldn't open. I had someone go into my registry and remove all traces of it and since then everything has been fine. Until I hooked my iPhone up.

I can't order anything any music or apps from the iPhone. It tells me my account has changed and I need to sign in to my account through the store and update it. Of course, I can't get into my account because I get that -9808 error.
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User profile for user: polydorus
polydorus
User level: Level 6
11,967 points

Feb 21, 2009 6:53 AM in response to acoolerclimate

OK if you have uninstalled Norton the next step would be to use the Norton Removal tool:
http://service1.symantec.com/Support/tsgeninfo.nsf/docid/2005033108162039?OpenDo cument

I am not sure about 64 bits systems, you might need to check compatibility.

Another long shot try Clear SSL state on the content tab of Internet option.

Occasionally using the method in this article about something else has worked:
http://support.apple.com/kb/TS1593?viewlocale=en_US


Do you have any other computers at your location and are they able to contact the store OK?
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User profile for user: acoolerclimate
acoolerclimate Author
User level: Level 1
9 points

Feb 21, 2009 7:09 AM in response to polydorus

Thank you very much for all your help. I used a registry cleaner and that did something, because when I restarted iTunes it started up as if brand new and scanned my computer for music. But I was still locked out of the store. But then I went back to your original suggestion and realized I hadn't hit apply when I unchecked it. This I did, then I closed out and re-opened and it WORKS! I am going to use the Norton removal tool, just to make sure.

Thanks again.
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User profile for user: K-Man 1202
K-Man 1202
User level: Level 1
0 points

Apr 13, 2009 7:52 AM in response to acoolerclimate

I have the same issue. I tried everything mentioned in this and other discussions with no luck. I've uninstalled and reinstalled iTunes more than 10 times. Any other ideas? Here's the results of the diagnostics check...

Microsoft Windows XP Home Edition Service Pack 2 (Build 2600)
Dell Computer Corporation Dimension 4300
iTunes 8.1.0.52
QuickTime 7.6
FairPlay 1.2.12
iPod Updater Library 8.1d19
CD Driver 2.1.0.0
CD Driver DLL 2.1.1.1
Apple Mobile Device 2.4.0.27
Apple Mobile Device Driver 1.40.0.0
Bonjour 1.0.6.2

iTunes Serial Number 60B0B36DC44CD68D

Current user is an administrator.
The current local date and time is 2009-04-13 09:49:38.
iTunes is not running in safe mode.

Video Display Information

RADEON 9550
RADEON 9550 Secondary
16MB ATI Rage 128 Ultra

** External Plug-ins Information **

No external plug-ins installed.

** Network Connectivity Tests **

Network Adapter Information

Adapter Name: {7826A3D7-06B1-4E25-B36F-B4A0B4C6838D}
Description: CNet PRO200WL PCI Fast Ethernet Adapter
IP Address: 192.168.1.45
Subnet Mask: 255.255.255.0
Default Gateway:192.168.1.1
DHCP Enabled: Yes
DHCP Server: 192.168.1.1
Lease Obtained: Mon Apr 13 07:23:54 2009

Lease Expires: Tue Apr 14 07:23:54 2009

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 unsuccessful.
An unknown error occurred (-3212).
Connection attempt to iTunes Store was unsuccessful.
An unknown error occurred (-3212).
Secure connection attempt to iTunes Store was unsuccessful.
An unknown error occurred (-3212).
Secure connection attempt to iPhone activation server unsuccessful.
An unknown error occurred (-3212).
iTunes has never successfully accessed iTunes store.
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Secure link to iTunes store failed

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