Gray boxes in iTunes store - Windows

If you are using Windows 10, to fix the problem,this is what I received from iTunes support earlier, go to the settings app then system it will open the display check the scale and layout make sure it's 100% and go back to iTunes to see if it's cured the problem, I had my scale/layout set 125% and I had grey squares where the album artwork is on the iTunes store and I did this and it worked, I tried the the answer from okcameradude 3-4 times but it didn't work, I just have to keep my scale/layout at 100%.

Iv'e just updated iTunes through Microsoft Store today and all the album art work is showing as it should be, I too had a problem with the art work not showing and after the fix that I got from support it works ok even with the latest update.

I was told to go to system, scaling and layout make sure it's 100% recommended, I made sure my display resolution is the recommened resolution and it worked the font might be smaller but readable, if you want the font in your iTunes library bigger go to edit/preferences general playback and make your list size large, playlist icon size large, if you want to remove the list view checkboxes make sure that the box is clear then when that is all done make sure you click on the ok button at the bottom, if you don't it will remain the same.

"Change High DPI Settings" to System(Enhanced) works, but I found I had to use "Change For All Users". If I just Applied or clicked OK the setting had no effect, if I used Change for All Users the setting worked.

I run as a Normal User, my guess is iTunes has to use a higher privilege system user account for some things, and the setting weren't in effect for it.

I carefully tried ALL the solutions recommended here. NONE of them helped eliminate the grey boxes/pictures in the iTunes store. Reducing display scaling to 100% DID restore the greyed out pictures properly, HOWEVER, it made all icons and print so small, they were difficult to read.

now that you have put your display back to 100% as recommended, go to settings and ease of access, make text bigger, drag the slider to the size you want (125%) and click apply, this is just under the word display, it makes the text bigger on your computer but not on the taskbar and it doesn't interfere with the album artwork in iTunes.

if you go to settings and ease of access, make text bigger, drag the slider to the size you want (125%) and click apply, this is just under the word display, it makes the text bigger on your computer but not on the taskbar and it doesn't interfere with the album artwork in iTunes.

This worked for me. Changing/overriding the high DPI setting.

The Windows scaling and reset cache did not work.

I'm not sure what/when triggered the "grey boxes" problem in my case. My iTunes is up-to-date.

Still, it seems that this should be Apple's responsibility to make it work across all platforms and operating systems.

If they read the forums they know it's a problem.

Thanks for the fix

A

Hello,

As of today I am using iTunes Windows version 12.9.6.3 version which I downloaded from Apple.

I have an ultrawide 3440 x 1440 Alienware monitor and have been facing the DPI issue.

Recently I saw this forum and wanted to report that the DPI issue still does exist in version 12.9.6.3 when the scaling is greater than 100 it will display gray boxes in iTunes. As we all know the DPI issue technically has been never fixed by Apple even though this has been documented and reported to Apple since early 2016.

Even when trying the suggestions from okcameradude I am sorry to state images do not display correctly when my scaling is set to 125. They are gray boxes.

The only solution that I see that does work is setting the scaling to 100 and changing the ease of use settings to 125. However this is not an optimal solution as it does not scale other objects other than text. My eyes are not 20-20 anymore and I need to use DPI scaling.

As a software developer myself it amazes me that this issue has persisted this long without even an acknowledgement from Apple to designate a roadmap or fix. Seriously if my digital library was not the size it is I would have simply uninstalled iTunes and chose a more competent provider.

You can uninstall the version from the Microsoft Store (right-click the tile in the start menu I think) and then install the regular version.

tt2

??? Under the word "Display" there is a window to "Change the size of apps and text on main display." The window lets you select 100%, 125% or 150%. Whatever I change it to DOES affect iTunes. The pictures/artwork in iTunes store remain greyed out... unless I select 100% on the display, which makes everything much too small to read.

Have you read the thread? Usual issue is DPI scaling.

tt2

Pinot2016 wrote:

This was helpful and hopeful. But can you please tell me where I find my itunes.exe file. I looked in my Music/itunes folder and could not find it. Much thanks!

Normally in C:\Program Files\iTunes. See Troubleshooting issues with iTunes for Windows updates - Apple Community for locations of the iTunes.exe and other information.

tt2

If that is not working last resort is to contact support and explain what is happening, you tried to rectify the problem with suggestions from other community members also tell them what windows you are running, you will get a response from them, it took them a week to get back to me and then it took 3 days from that contact as they were giving me different suggestions on how to fix my issue which in the end it was finally fixed.

Hello

I had the same problem and finally got a hold of someone that knew what to do.

You go to your itunes icon on your desk top right click on itunes

go to propertys

go to system

push normal window

apply and ok. Hope this helps.