10 Replies Latest reply: Feb 2, 2010 3:26 AM by el_marco
el_marco Level 1 Level 1 (0 points)
My itunes was working fine this week until wednesday and I couldn't log in to itunes store i dont an error message I get an accessing itunes store and thats it. I tried all the apple support and it still doesn't work, also tried to reinstall it and checking the firewall settings and that still doesn't work , I can't sign in or out and can't buy anything either, I have the 64 bit Vista and also I tried on my dads laptop and he can't use his either and he has windows 7 and I tried the same for him as well also I can use the internet fine and its not my account as I wouuldn't beable to log into this and write this either.

Please could someone help

Many Thanks.

Custom Made, Windows Vista
  • Katrina S. Level 7 Level 7 (24,095 points)
    The #1 problem for itunes store access is security software blocking it.

    Make sure itunes.exe and itunesHelper.exe are allowed to connect to the internet.
  • el_marco Level 1 Level 1 (0 points)
    I have and it still doesn't work, any other ideads?
  • Katrina S. Level 7 Level 7 (24,095 points)
    If your dad's laptop is on the same network, maybe the hardware router is blocking it?
    I don't know your setup.
  • el_marco Level 1 Level 1 (0 points)
    I logged in even tho is doesn't work and I got an error this time it said "We could not complete your itunes request. The network connection was reset". Then it says make sure your network connection is active and try again, but surely as i can connect to the internet i am?
  • Katrina S. Level 7 Level 7 (24,095 points)
    Why not post your network diagnostics. Maybe I'll see something there.

    itunes menu > hep > run diagnostics > network diagnostics
  • el_marco Level 1 Level 1 (0 points)
    Microsoft Windows Vista x64 x64 Home Premium Edition Service Pack 2 (Build 6002)
    Unknow Unknow
    QuickTime 7.6.4
    FairPlay 1.5.23
    Apple Application Support 1.0.1
    iPod Updater Library 9.0d11
    CD Driver
    CD Driver DLL
    Apple Mobile Device
    Apple Mobile Device Driver
    Bonjour (118.5)

    iTunes Serial Number 1EF1C12022EC1349

    Current user is an administrator.
    The current local date and time is 2010-02-02 10:48:08.
    iTunes is not running in safe mode.

    Video Display Information

    NVIDIA, NVIDIA GeForce 8800 GTS

    ** External Plug-ins Information **

    No external plug-ins installed.

    Genius ID: 609cad034d02d81a6e972fa719294ffa

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

    ** Network Connectivity Tests **

    Network Adapter Information

    Adapter Name: {1BDDB5C0-B0E8-4599-99BE-F32FC4E1C966}
    Description: Realtek RTL8168B/8111B Family PCI-E GBE NIC
    IP Address:
    Subnet Mask:
    Default Gateway:
    DHCP Enabled: Yes
    DHCP Server:
    Lease Obtained: Tue Feb 02 10:35:23 2010

    Lease Expires: Fri Feb 05 10:35:23 2010

    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 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 2010-02-02 10:41:28.
  • Katrina S. Level 7 Level 7 (24,095 points)
    +Secure connection attempt to iTunes Store was unsuccessful.+
    +The network connection timed out.+

    Yep, looks like some security software is blocking it. What else do you have on your PC besides the built-in Windows firewall?
  • el_marco Level 1 Level 1 (0 points)
    Spybot search and destroy (spyware) and avira antivir (anti virus software)and malwarebytes (anti malware software).
  • Katrina S. Level 7 Level 7 (24,095 points)
    Are all 3 of those set to allow itunes to access the internet? Or at least, turn them off for a test?
  • el_marco Level 1 Level 1 (0 points)
    malware bytes isn't active so its not that, it's either spybot or avira as my dad also has these as well but I don't know how I can set them so itunes can work.