problems with itunes can't log in

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problems with itunes can't log in

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

Posted on Jan 23, 2010 12:09 PM

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Answer 1

Katrina S.

Level 7

24,131 points

Jan 24, 2010 10:15 AM in response to el_marco

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.

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Answer 2

el_marco Author

Level 1

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Jan 25, 2010 8:53 AM in response to Katrina S.

I have and it still doesn't work, any other ideads?

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Answer 3

Katrina S.

Level 7

24,131 points

Jan 25, 2010 10:10 AM in response to el_marco

If your dad's laptop is on the same network, maybe the hardware router is blocking it?
I don't know your setup.

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Answer 4

el_marco Author

Level 1

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Jan 27, 2010 1:03 PM in response to Katrina S.

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?

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Answer 5

Katrina S.

Level 7

24,131 points

Jan 27, 2010 11:22 PM in response to el_marco

Why not post your network diagnostics. Maybe I'll see something there.

itunes menu > hep > run diagnostics > network diagnostics

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Answer 6

el_marco Author

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Feb 2, 2010 2:48 AM in response to Katrina S.

Microsoft Windows Vista x64 x64 Home Premium Edition Service Pack 2 (Build 6002)
Unknow Unknow
iTunes 9.0.2.25
QuickTime 7.6.4
FairPlay 1.5.23
Apple Application Support 1.0.1
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 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 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: {1BDDB5C0-B0E8-4599-99BE-F32FC4E1C966}
Description: Realtek RTL8168B/8111B Family PCI-E GBE NIC
IP Address: 192.168.0.2
Subnet Mask: 255.255.255.0
Default Gateway: 192.168.0.1
DHCP Enabled: Yes
DHCP Server: 192.168.0.1
Lease Obtained: Tue Feb 02 10:35:23 2010

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

DNS Servers: 192.168.0.1
192.168.0.1

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 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.

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Answer 7

Katrina S.

Level 7

24,131 points

Feb 2, 2010 2:52 AM in response to el_marco

+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?

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Answer 8

el_marco Author

Level 1

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Feb 2, 2010 2:59 AM in response to Katrina S.

Spybot search and destroy (spyware) and avira antivir (anti virus software)and malwarebytes (anti malware software).

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Answer 9

Katrina S.

Level 7

24,131 points

Feb 2, 2010 3:03 AM in response to el_marco

Are all 3 of those set to allow itunes to access the internet? Or at least, turn them off for a test?

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Answer 10

el_marco Author

Level 1

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Feb 2, 2010 3:26 AM in response to Katrina S.

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.

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