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Secure link to iTunes store failed

26450 Views 10 Replies Latest reply: Jan 3, 2010 12:11 AM by texlark RSS
Descriptor Calculating status...
Currently Being Moderated
Dec 25, 2009 6:15 PM
Greetings.
A problem has recently come to my attention in which my iTunes Store does not function properly when using my home internet.
When using the store, I cannot do anything with my account, be it edit details or redeem cards.
When I do try, rather than displaying an error message, it merely shows the loading bar "Accessing iTunes Store" and eventually just quits the process.
Strangely enough, the store works just fine when using my college's internet.
However, I will not be back there for a few weeks and would very much like to use the store now.
Any help would be appreciated.

Oh, and it has nothing to do with my SSL 3.0 or TLS 1.0, I already checked.
Thank you.

Customary info dump:
Microsoft Windows XP Home Edition Service Pack 2 (Build 2600)
Gateway W3650
iTunes 9.0.2.25
QuickTime 7.6.5
FairPlay 1.5.23
Apple Application Support 1.1.0
iPod Updater Library 9.0d11
CD Driver 2.2.0.1
CD Driver DLL 2.1.1.1
Apple Mobile Device 2.6.0.32
Apple Mobile Device Driver 1.45.0.0
Bonjour 1.0.6.2 (118.5)

iTunes Serial Number 6D7C21FFD9C35D38

Current user is an administrator.
The current local date and time is 2009-12-25 20:13:06.
iTunes is not running in safe mode.

Video Display Information

Intel(R) 82945G Express Chipset Family


** External Plug-ins Information **

No external plug-ins installed.

Genius ID: 350f712cc07f099b984d35a641c2a48d

iPodService 9.0.2.25 is currently running.
iTunesHelper 9.0.2.25 is currently running.
Apple Mobile Device service 2.50.39.0 is currently running.

** Network Connectivity Tests **

Network Adapter Information

Adapter Name: {5AC95AC6-88B7-44EA-A726-0C83C85A9403}
Description: Realtek RTL8139 Family PCI Fast Ethernet NIC - Packet Scheduler Miniport
IP Address: 192.168.1.47
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 25 19:44:08 2009

Lease Expires: Sat Dec 26 19:44:08 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.
The network connection timed out.
Secure connection attempt to iPhone activation server was successful.
Last successful store access was 2009-12-25 20:03:10.
Windows XP
  • WAM59 Calculating status...
    Currently Being Moderated
    Dec 26, 2009 8:44 PM (in response to Descriptor)
    Having exactly eh same problem. Diagnostics same i.e. Secure connection attempt to iTunes Store was unsuccessful. The network connection timed out.

    I can do everything on the iTunes web site other than edit account or purchase and download. Last successful attempt was via iPhone using 3G. Contacted support, but was advised.

    Thank you for your reply. Since you're able to sign in to your account and make
    purchases through your iPhone, the issue has to lie somewhere with your
    computer. Please call our technical support staff at 1-800-MY-APPLE in order to
    receive further assistance with this issue. Thank you.

    As I am in the UK the number is no good. I have been given further details.
    http://www.apple.com/support/contact/phone_contacts.html




    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 website 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 was successful.
    Last successful store access was 2009-12-27 04:08:11.
    Compaq Presario, Windows XP
  • Katrina S. Level 7 Level 7 (24,085 points)
    Currently Being Moderated
    Dec 27, 2009 12:31 PM (in response to Descriptor)
    Those messages about secure connections usually mean security software is blocking the itunes store site.
    Since it works on your college network, I'm thinking it's due to something on your home network setup. What kind of router are you using, and is it blocking any ports?



    Here is an article that explains what sites & ports must be allowed for connection.
    http://support.apple.com/kb/TS3125
    iMac 10.5 or WinXP SP3, Other OS, external hard drive, color U2 iPod, 1G shuffle, 2nd gen Nano
  • Katrina S. Level 7 Level 7 (24,085 points)
    Currently Being Moderated
    Dec 27, 2009 1:06 PM (in response to Descriptor)
    I don't know about Westell routers...you'd have to google for your particular model.
    One quick thing to try might be just to power it down for 5 minutes, and then power it back up.
    I assume there's another PC there at home - does it have the same itunes store connection problem?
    iMac 10.5 or WinXP SP3, Other OS, external hard drive, color U2 iPod, 1G shuffle, 2nd gen Nano
  • Katrina S. Level 7 Level 7 (24,085 points)
    Currently Being Moderated
    Dec 27, 2009 5:08 PM (in response to Descriptor)
    +Before I left for college, it worked fine.+
    Hmm, did your college have you install any security software?
    iMac 10.5 or WinXP SP3, Other OS, external hard drive, color U2 iPod, 1G shuffle, 2nd gen Nano
  • Dreyll Calculating status...
    Currently Being Moderated
    Dec 27, 2009 8:37 PM (in response to Descriptor)
    I am also having this problem. I have 5 computers in my home on a wireless network. One of the PCs is wired. All work fine except one which just started having this issue and it uses wireless connectivity. It used itunes for the last 2 years with no issue till now. I have turned off Windows Firewall and disabled the virus protection which is Kaspersky 2010. And the issue still exists. The result is iTunes store does not display properly and we can not sign in. I have compared the Internet Options and I think they are the same as all the other computers although it would be easy to miss one. I even upgraded it to Vista from XP and still no fix.

    Message was edited by: Dreyll
    Dell Dimension E510, Windows Vista, iTunes 9.0.2.25
  • texlark Calculating status...
    Currently Being Moderated
    Jan 3, 2010 12:11 AM (in response to Descriptor)
    The Fix (& It's NOT Your Firewall)

    A. Symptoms

    When you try to connect to the iTunes Store you may receive the alert message "We could not complete your iTunes Store request. An unknown error occured (-9808). There was an error in the iTunes Store. Please try again later."

    B. Resolution

    Check your computer's date, time, and time zone. Set the correct date, time, and time zone if needed. If your computer's date, time, and time zone are all correct and you still see this alert message, this issue can be resolved by modifying certain settings in the Internet Options control panel:

    1) Go to the Start menu and choose Control Panel.

    2) Select Internet Options.

    Note: If you are using Windows Vista you may need to select Classic View on the left before you can see Internet Options.
    Note: If you are using WIndows 7 you may need to change "View by" to either Large icons or Small icons before you can see Internet Options.

    3) Click the Advanced tab.

    4) In the Settings box, scroll down to the Security section.

    5) Deselect the option to "Check for server certificate revocation (requires restart)."

    6) Select the options for "SSL 3.0" and "TLS 1.0."

    7) Apply the changes and restart your computer.

    Disclaimers
    Important: Information about products not manufactured by Apple is provided for information purposes only and does not constitute Apple’s recommendation or endorsement. Please contact the vendor for additional information.

    Article source: http://support.apple.com/kb/TS2753
    PC, Windows Vista

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