Previous 1 2 Next 25 Replies Latest reply: Jun 14, 2009 12:05 PM by Katrina S.
applegate99 Level 1 (0 points)

For about three weeks now we have been unable to get our boys Ipods to access the itunes store, at first we thought well its temporary, try later, however it has now been three weeks andf it still will not function. We are running windows xp service pack 3, Itunes version 8.1, we are chasing things in circles and nothing seems to work. We do use firefox as a browser. Itunes store works but we cannot access our account or purchase songs. We even tried starting a new account.

We have tried uninstalling Itunes
reinstalling Itunes
installing an older version of Itunes
we have flushed dsn settings
we have turned off fire wall removed Itunes from fire wall and allowed it
we have tested ssl settings and other secure sights work and we pass diagnostics
ssl and tsl are both checked

I do not know what else to try, we are at the point were we are ready to return the boys ipods and switch to something else. this should be simple plug and play,

Getting frustrated in vermont!



Windows xp service pack 3 has been installed on this system

This is what we get when we run the diagnostic, all available upgrades have been installed.

Microsoft Windows XP Professional Service Pack 3 (Build 2600)

QuickTime 7.6
FairPlay 1.2.12
iPod Updater Library 8.1d19
CD Driver
CD Driver DLL
Apple Mobile Device
Apple Mobile Device Driver
Bonjour (118.5)

iTunes Serial Number 57F820DCC8B79C7C

Current user is an administrator.
The current local date and time is 2009-03-28 14:45:09.
iTunes is not running in safe mode.

Video Display Information


** External Plug-ins Information **

No external plug-ins installed.

** Network Connectivity Tests **

Network Adapter Information

Adapter Name: {6263AE8C-ABEB-4B63-87CB-AFF090D1BAB6}
Description: Linksys LNE100TX Fast Ethernet Adapter(LNE100TX v4) #3 - Packet Scheduler Miniport
IP Address:
Subnet Mask:
Default Gateway:
DHCP Enabled: Yes
DHCP Server:
Lease Obtained: Sat Mar 28 14:21:59 2009

Lease Expires: Sat Mar 28 15:21:59 2009

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 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.
The network connection timed out.
Secure connection attempt to iPhone activation server unsuccessful.
The network connection timed out.
Last successful store access was 2009-03-28 14:40:47.

Windows XP Pro, service pack 3
  • hmacross Level 3 (780 points)
    Do you receive any particular error when you try to connect to the store?

    Most often, the store is blocked by your security software. What security software do you use, and have you ever had Norton/Symantec installed on your computer?
  • applegate99 Level 1 (0 points)
    Yes it says: We could not complete your itunes store request. the network connection was reset. make sure your network is active and try again.

    Also in addition we have windows SP3 installed for xp on this system. We are having difficulty with getting things to load through our firewall they need to be manually installed. There are other sites also that do not load or hang when loading.
  • hmacross Level 3 (780 points)
    Check your internet settings.
    Control Panel – Internet Options – Advanced
    Check SSL 3.0 and TLS 1.0
    Uncheck “Check for server certificate revocation (requires restart)”
    Click okay

    For your firewall, you will need to allow the sites.

    Also, if you are using a firewall in addition to the windows firewall, the 2 firewalls may be causing conflicts. Here is more information on that issue: *[FAQ on firewalls|]*
  • Ylila Nosmot Level 1 (5 points)
    Or ring up iTunes support, if you've tried absolutely everything. Did the new account ahve the same problem? How does logging on on a differnt PC and iTunes work?
  • applegate99 Level 1 (0 points)
    Yes we've deleted the check on server certificates, tsl and ssl settings are right, and yes we are having this problem on more than one machine and with the new account. I do not know if part of the issue is the firewall, we are only running windows XP Pro SP3 and the windows firewall, since upgrading with sp3 we have had other issues with the firewall and how it allows exceptions. We have had to manually add programs. Microsoft is working on the firewall issues, so far no solutions.
  • hmacross Level 3 (780 points)
    Do you have Norton/Symantec installed on your computer or was it ever on your computer. If you once had it, but are not using it, this is what could be blocking access.

    If this is the case, here is the link for the *[Norton Removal Tool| Open&docid=2007080716240739&nsf=tsgeninfo.nsf&view=docid]*
    This tool is the only way to completely remove Norton.
  • dan8705 Level 1 (0 points)
    I am having the same problem (almost, i hope im not hijacking). I am opening iTunes and it, like always, tries to connect to the iTunes store first. Doesn't do anything. It sits there and tries to load and then I get a message saying "iTunes could not connect to the iTunes store. Make sure your network connection is active and try again." It is, believe me. So i run diagnostics and it says i have a connection to the internet and everything except that "iTunes cannot make a secure connection to the internet". Gives me error code (-50). Dont know what that is but I havent been able to sign in for a few weeks now.

    I do run WinXP SP3 and iTunes 8.1. I do have all the correct security boxes checked as mentioned above, and i do have Norton, but i have had norton for a long time, as with iTunes, and it was just one day that this started happening. Whats the deal??
  • ibanezrule Level 1 (10 points)
    I had the same sort of problem. This is what I recommend ...

    1. Start Internet Explorer.

    2. On the Tools menu, click Internet Options.

    3. Click the Advanced tab. In the Security section, make sure that the Check for server certificate revocation check box is not checked, and that the Use SSL 2.0, the Use SSL 3.0, and the Use TLS 1.0 check boxes are selected.

    4. Click Apply and push OK then try iTunes again. Also when it comes to running iTunes, you will need to make sure that your security software is disabled, as most likely it blocks the connection.

    I hope it works for you!!
  • hmacross Level 3 (780 points)
    Did it start after you upgraded the version of itunes? If so, then you need to delete itunes from the Norton firewall and then add it again. The norton firewall does not recognize the upgrade as the same program.

    Also, if your date & time are not correct that can also affect access to the store.
  • dan8705 Level 1 (0 points)
    how do i do that?

    and thanks for the input everyone


    I feel like an idiot but when i said i had Norton, i was talking outta my butt. I really have McAfee. i feel stupid. haha i used to have norton but i switched to McAfee a while ago.

    Does this change anything?

    Message was edited by: dan8705
  • hmacross Level 3 (780 points)
    When you switched to McAfee did you remove Norton using the Norton Removal Tool? If not, it is likely Norton that is blocking access to the store.
  • dan8705 Level 1 (0 points)
    I have had McAfee for a while now. have been using it with iTunes for a long time. It literally was like an overnight sorta thing. worked one day, didnt the next.
  • hmacross Level 3 (780 points)
    Did you upgrade the version of itunes and then it stopped working? If so, Norton could be the cuprit especially if you only uninstalled it rather than using the *[Norton Removal Tool| Open&docid=2007080716240739&nsf=tsgeninfo.nsf&view=docid]*
  • dan8705 Level 1 (0 points)
    No didn't upgrade, nothing. Like I said, one day it worked, the next day it didn't. The only other thing I can think of is that I'm using someones unsecured network.
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