10 Replies Latest reply: Aug 26, 2009 1:45 AM by Barry L
Laura TT Level 1 Level 1 (0 points)
I am unable to open the iTunes store from iTunes. Error message comes up as'iTunes could not connect to iTunes Store - Make sure your network connection is active and try again' this happens even though I am connected to the internet.

Windows XP
  • polydorus Level 6 Level 6 (11,950 points)
    Could you post the results of your network connectivity tests.

    iTunes>>Help>>Run diagnostics>Network connectivity tests.

    Copy & Paste the entire result into your next post. You can remove serial numbers.

    Which security software do you use.

    Have you ever had Norton on your PC even if You have uninstalled it. Norton is commonly preinstalled on new PCs.
  • Laura TT Level 1 Level 1 (0 points)
    Microsoft Windows XP Home Edition Service Pack 3 (Build 2600)
    ASUSTeK Computer Inc. A6VM
    iTunes 8.2.1.6
    QuickTime 7.6.2
    FairPlay 1.4.10
    iPod Updater Library 8.1d19
    CD Driver 2.1.0.1
    CD Driver DLL 2.1.1.1
    Apple Mobile Device 2.5.2.2
    Apple Mobile Device Driver not found.
    Bonjour 1.0.6.2 (118.5)

    iTunes Serial Number

    Current user is an administrator.
    The current local date and time is 2009-08-25 13:51:45.
    iTunes is not running in safe mode.

    Video Display Information

    NVIDIA GeForce Go 7300


    ** External Plug-ins Information **

    No external plug-ins installed.

    ** Network Connectivity Tests **

    Network Adapter Information

    Adapter Name:
    Description: Sierra Wireless HSDPA Network Adapter - Packet Scheduler Miniport
    IP Address:
    Subnet Mask: 255.255.255.255
    Default Gateway: 124.180.212.83
    DHCP Enabled: Yes
    DHCP Server: 124.180.212.253
    Lease Obtained: Tue Aug 25 13:42:07 2009

    Lease Expires: Fri Aug 28 13:42:07 2009

    DNS Servers: 61.9.133.193
    61.9.133.193
    61.9.211.1

    Adapter Name:
    Description: Intel(R) PRO/Wireless 2200BG Network Connection - Packet Scheduler Miniport
    IP Address: 0.0.0.0
    Subnet Mask: 0.0.0.0
    Default Gateway:
    DHCP Enabled: Yes
    DHCP Server: 255.255.255.255
    Lease Obtained: Sun Aug 09 20:55:25 2009

    Lease Expires: Sun Aug 09 21:55:25 2009

    DNS Servers:

    Adapter Name:
    Description: Marvell Yukon Gigabit Ethernet 10/100/1000Base-T Adapter, Copper RJ-45 - Packet Scheduler Miniport
    IP Address: 0.0.0.0
    Subnet Mask: 0.0.0.0
    Default Gateway:
    DHCP Enabled: Yes
    DHCP Server: 255.255.255.255
    Lease Obtained: Sat Nov 29 13:06:50 2008

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

    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.
    iTunes has never successfully accessed iTunes store.
  • Laura TT Level 1 Level 1 (0 points)
    I do have Norton installed and active.
  • Barry L Level 1 Level 1 (0 points)
    I also am suddenly unable to connect to the iTunes store or the CDDB, everything having worked perfectly before. I followed the instructions on the Norton link and iTunes is configured in the firewall as 'allow'. Still no joy. Any other suggestions?

    Message was edited by: Barry L
  • polydorus Level 6 Level 6 (11,950 points)
    Your profile is usually due to blocking by your firewall. Typically it happens after an upgrade so the firewall see that the program has changed.

    Katrina's directions should help.

    Sometimes it is necessary to delete the entry for iTunes in the programs section of Norton and then make a new one for iTunes.exe with permits all.
  • Barry L Level 1 Level 1 (0 points)
    Thanks for the suggestion which I have tried. Interestingly, this problem only appeared after upgrading iTunes while I was in UK. Sadly, I still cannot connect to iTunes store or the CDDB (through iTunes - I can connect with IE)because, having deleted the existing rule, I am now unable to create a new rule for iTunes. I choose 'Personal Firewall -configure' in Symantec Internet Security, browse to the iTunes folder and click iTunes.exe - choose allow all - click OK - and cannot find a rule for iTunes in the list of programs! Any suggestions would be very welcome.
  • polydorus Level 6 Level 6 (11,950 points)
    Barry L

    My answer was directed at the original poster. You have not posted your diagnostics, so I have no suggestions for you.

    You would do better to start your own thread with your diagnostics. Then any reply can be directed at your specific problem, which may be quite different to that of the OP.
  • Laura TT Level 1 Level 1 (0 points)
    thanks polydorus and Katrina s,

    the info worked perfectly.

    Laura TT
  • Barry L Level 1 Level 1 (0 points)
    Sorry, I'm new to this. Will post my own question and the diagnostics.