Previous 1 2 Next 15 Replies Latest reply: Feb 21, 2010 12:24 PM by b noir
bigbluetick Level 1 Level 1 (0 points)
About a week ago I upgraded from iTunes 9.0.2 to 9.0.3 then upgraded the firmware on my iPhone. Synced my iPhone and then shutdown iTunes. Yesterday I opened iTunes it immediately crashes. After reading the support forms I have found other that seem to be having this same type of issue. Here is the what I have found while troubleshooting this issue. I have downgraded back to 9.0.2 and still have these issues.

1 - from the Event Logs/Application Log

Log Name: Application
Source: Application Error
Date: 2/16/2010 8:23:35 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer:
Description:
Faulting application name: iTunes.exe, version: 9.0.2.25, time stamp: 0x4ae90227
Faulting module name: QuickTime.qts, version: 7.65.17.80, time stamp: 0x4afa620b
Exception code: 0xc0000005
Fault offset: 0x00009196
Faulting process id: 0x1778
Faulting application start time: 0x01caaf6fd061f228
Faulting application path: C:\Program Files\iTunes\iTunes.exe
Faulting module path: C:\Program Files\QuickTime\QTSystem\QuickTime.qts
Report Id: 10df8f35-1b63-11df-8958-e456fdf48f14
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2010-02-17T01:23:35.000000000Z" />
<EventRecordID>2251</EventRecordID>
<Channel>Application</Channel>
<Computer></Computer>
<Security />
</System>
<EventData>
<Data>iTunes.exe</Data>
<Data>9.0.2.25</Data>
<Data>4ae90227</Data>
<Data>QuickTime.qts</Data>
<Data>7.65.17.80</Data>
<Data>4afa620b</Data>
<Data>c0000005</Data>
<Data>00009196</Data>
<Data>1778</Data>
<Data>01caaf6fd061f228</Data>
<Data>C:\Program Files\iTunes\iTunes.exe</Data>
<Data>C:\Program Files\QuickTime\QTSystem\QuickTime.qts</Data>
<Data>10df8f35-1b63-11df-8958-e456fdf48f14</Data>
</EventData>
</Event>

Log Name: Application
Source: Windows Error Reporting
Date: 2/16/2010 8:22:59 PM
Event ID: 1001
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Computer:
Description:
Fault bucket 1581129741, type 1
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: iTunes.exe
P2: 9.0.2.25
P3: 4ae90227
P4: QuickTime.qts
P5: 7.65.17.80
P6: 4afa620b
P7: c0000005
P8: 00009196
P9:
P10:

Attached files:
C:\Users\XXXXXXXXXX\AppData\Local\Temp\WER90FA.tmp.WERInternalMetadata.xml

These files may be available here:
C:\Users\XXXXXXXXXX\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrashiTunes.exe_a36556129711a7f0f3939fa9d8a469d622628415279c45

Analysis symbol:
Rechecking for solution: 0
Report Id: f9acb39d-1b62-11df-8958-e456fdf48f14
Report Status: 0
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Windows Error Reporting" />
<EventID Qualifiers="0">1001</EventID>
<Level>4</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2010-02-17T01:22:59.000000000Z" />
<EventRecordID>2248</EventRecordID>
<Channel>Application</Channel>
<Computer></Computer>
<Security />
</System>
<EventData>
<Data>1581129741</Data>
<Data>1</Data>
<Data>APPCRASH</Data>
<Data>Not available</Data>
<Data>0</Data>
<Data>iTunes.exe</Data>
<Data>9.0.2.25</Data>
<Data>4ae90227</Data>
<Data>QuickTime.qts</Data>
<Data>7.65.17.80</Data>
<Data>4afa620b</Data>
<Data>c0000005</Data>
<Data>00009196</Data>
<Data>
</Data>
<Data>
</Data>
<Data>
C:\Users\XXXXXXXXXX\AppData\Local\Temp\WER90FA.tmp.WERInternalMetadata.xml</Data >
<Data>C:\Users\XXXXXXXXXX\AppData\Local\Microsoft\Windows\WER\ReportArchive\App CrashiTunes.exe_a36556129711a7f0f3939fa9d8a469d622628415279c45</Data>
<Data>
</Data>
<Data>0</Data>
<Data>f9acb39d-1b62-11df-8958-e456fdf48f14</Data>
<Data>0</Data>
</EventData>
</Event>

The tmp files listed in the two events are not there when you go look for them.

2 - Monitoring Windows Task Manger
While launching iTunes the iTunes.exe does execute however werfault.exe (Windows Error Reporting) also executes and both go away.

3 - While troubleshooting iTunes
After backing up all my iTunes files I removed the iTunes Library.itl file then iTunes opens normally however all other database files get wiped. Then I imported the iTunes Music Library file from my back up and it imported correctly all my music files. I added a new music file to iTunes then tried to synced my iPhone. The file did not copy to my iPhone. I closed iTunes and then reopened it. It then again crashes as just with same event errors. I have reloaded iTunes 3 times with the same effect once you close iTunes it will open again until remove the library itl file.

4 - More iTunes troubleshooting
I have not found out that I can import the iTunes Music Library and close iTunes then open iTunes however once I add music then close it will not open again. I can delete the library itl file then import the iTunes Music Library again. Once I go into the Music Library with it iTunes I sort by Cover Flow I can still open and close iTunes however once I add the field "Date Modified" then once I close iTunes then it will not open again.

So anyone else having these issues? and how are we going to fix these issues?

iPhone OS 3.1.3, Windows 7
  • b noir Level 9 Level 9 (72,025 points)
    Faulting module name: QuickTime.qts, version: 7.65.17.80


    Is your QuickTime Player currently launching, blue?
  • bigbluetick Level 1 Level 1 (0 points)
    Yes I just opened an m4v file with Quicktime and the video and sound are normal. I tested a second m4v file and it was also fine.
  • b noir Level 9 Level 9 (72,025 points)
    Okay. Have you been able to determine if it is a systemwide issue or a user-account specific issue, as per the following document?

    [iTunes for Windows Vista or Windows 7: Troubleshooting unexpected quits, freezes, or launch issues|http://support.apple.com/kb/TS1717]
  • bigbluetick Level 1 Level 1 (0 points)
    It did the same thing in another profile so yes it seems to be a systemwide issue. However I have noticed that it only does it after I import the iTunes Music Library file. So as a test I am going to rebuild my library and my playlists. Then load that to my iPhone and see if that works.
  • b noir Level 9 Level 9 (72,025 points)
    yes it seems to be a systemwide issue. However I have noticed that it only does it after I import the iTunes Music Library file.


    Interesting ... what security software are you running on the PC? (Antivirus, antispyware, firewall?)

    (The last time I saw something a bit similar to this recently, the issue was associated with Kaspersky realtime scanning ... the crash in that case cited a different "Faulting module", though.)
  • bigbluetick Level 1 Level 1 (0 points)
    AVG 9.0.733 AV, Malwarebytes' Anti-Malware 1.44 , Windows Firewall.

    AVG Scans come up with nothing.
    Malwarebytes Scan comes up with nothing.
  • b noir Level 9 Level 9 (72,025 points)
    AVG 9.0.733 AV


    Is that one of the paid versions? If so, do you still have the crashing issue if you exclude the folder containing your iTunes library and content files from realtime scanning?
  • bigbluetick Level 1 Level 1 (0 points)
    AVG Free Version
    I excluded the "My Music" folder. Then backed up the library files that I am rebuilding then imported the "iTunes Music Library" closed iTunes it still crashs. I restored the rebuilding library files then iTunes open normally.
  • b noir Level 9 Level 9 (72,025 points)
    Okay ... just making sure I'm clear on the symptom, here.

    You rebuild the library, and iTunes launches. You quit iTunes, and try to launch her again, and then iTunes crashes again? You then have to rebuild the library in order for her to launch?
  • bigbluetick Level 1 Level 1 (0 points)
    The symptom is that I go to open iTunes and the iTunes.exe starts to run and then crashes. While troubleshooting the issue I have found if I backup iTunes Music Library xml file then delete the iTunes Library itl file then iTunes open and wipes the iTunes Music Library xml file but it opens and closes iTunes normally. If I import the iTunes Music Library xml from the backup file into the working iTunes it opens and closes normally however once I add a song or sort the music and then close iTunes it goes back to iTunes.exe starts to run and then crashes again.

    Now I have a new problem while rebuilding the iTunes Music Library xml file. iTunes will have a Application Error and close when I have Cover flow enabled. If I don't have it enabled then it iTunes works normally.
  • bigbluetick Level 1 Level 1 (0 points)
    "Okay ... just making sure I'm clear on the symptom, here."
    b noir so you can see what I am talking about I made two mov files. I stopped the first one after I started importing the library xml file. Then started it again after the import was done.
    http://bit.ly/9BGXxr
    http://bit.ly/9bnpiY
  • Brian Bidner Level 1 Level 1 (0 points)
    BACKUP EVERYTHING TO USB THUMB DRIVER RE INSTALL WINDOWS AND PUT BACK YOUR BACKUP AND REINSTALL INTUNES AND YOUR BACKUP
  • bigbluetick Level 1 Level 1 (0 points)
    Wow now that is a kill all solution. I really haven't got that far yet. Do you say that in every post?? Maybe I should run out and buy a macbook instead.. Also you might want to learn how to use "CAPS LOCK"!
  • bigbluetick Level 1 Level 1 (0 points)
    Solved!!! What I found out it was crashing from corrupt album artwork and a corrupt songs that I added. What I ended up doing was deleting the "Album Artwork" folder and the deleting any album artwork that I had added to songs that did have artwork. Then I let iTunes download all the artwork it was stable then expect for the last album I added. I deleted it and it has been stable since.
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