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User profile for user: Descriptor
Descriptor Author
User level: Level 1
0 points

Secure link to iTunes store failed

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

Posted on Dec 25, 2009 6:15 PM

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10 replies
User profile for user: WAM59
WAM59
User level: Level 1
5 points

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.
Reply
User profile for user: Katrina S.
Katrina S.
User level: Level 7
24,131 points

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
Reply
User profile for user: Descriptor
Descriptor Author
User level: Level 1
0 points

Dec 27, 2009 4:50 PM in response to Katrina S.

Hmm, no luck.

Also, sorry, but I'm afraid this is the only computer I have.
I'm afraid that in teaching the rest of my family about computers, I scared them off, so I've only needed one.

If it matters, I didn't always experience this problem.
Before I left for college, it worked fine.
I have a theory that if I connected my wi-fi router back up, I might have some luck...
Unfortunately, I lack the proper cables...
Oh well, I guess I could always just wait until I go back to college, then...
Reply
User profile for user: Dreyll
Dreyll
User level: Level 1
0 points

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
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User profile for user: texlark
texlark
User level: Level 1
8 points

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
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Secure link to iTunes store failed

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