Looks like no one’s replied in a while. To start the conversation again, simply ask a new question.

Gray boxes in iTunes store - Windows

When I launch iTunes under a particular user logon on a Windows PC, I see grey boxes in the store where the cover art would be. This does not occur on another user logon on that same PC. So ... I assume this is a user specific / profile issue. Any idea how to get the pictures to load under this user logon?

Windows, Windows 10

Posted on May 2, 2019 1:18 PM

Reply
Question marked as Best answer

Since I rock a 4096x2160 monitor, I run my Windows scaling at 150%. This workaround has worked for me since I started seeing this on May 1. Go to your iTunes.exe file, right click and select Properties. Select the Compatibility tab and the Change high DPI settings button. In the High DPI scaling override, check the box to Override high DPI scaling behavior. Scaling performed by: and choose either System or System (Enhanced).


Also reducing the Windows scaling to 100% has also worked for me to fix this issue, but it is simply too small for me to work with.

Posted on May 3, 2019 4:38 AM

156 replies

May 16, 2019 12:08 PM in response to ryan_frith

Bummer :/ Hopefully Apple gets the memo sooner rather than later, and actually fixes this...

Still, good to know (I guess) that it's not an issue with my own computer or internet connection.

May 17, 2019 5:22 PM in response to Pinot2016

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

May 18, 2019 12:35 PM in response to turingtest2

On my computer iTunes.exe is in C:\ProgramFiles\WindowsApps\

WindowsApps is a hidden folder. If you check "Hidden Items" in the View menu, you will see the folder, but you cannot access it. I got to iTunes.exe by going to ProgramFiles and searching the folder for iTunes.exe. When it showed in the search results list, I right clicked it and chose "Open file location". That was the only way I could access it. (Command prompt run as administrator did not work for me.) Still, the recommended actions above did not solve the problem. Neither did changing the scaling in Display Preference. Still have grey rectangles. Why are so many things screwed up with computers these days? Example: Background picture will not show in tablet mode since last Windows 10 update. Is Microsoft a second-rate company now with mediocre programmers? Is Apple incapable of providing software that works properly? I'm sick of it.

May 22, 2019 9:50 AM in response to WebbPresence

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%.

May 22, 2019 9:54 AM in response to NedsMusic

So in other words Apple broke something in iTunes, and instead of fixing their program their solution is to tell you to change how Windows is configured which impacts how every other program on your computer is displayed. Lovely.


The other solution discussed here, adjusting the settings for the iTunes app itself, aren't ideal since that actually breaks the ability to watch iTunes content properly. It fixes the store display, but when you try to play media the window is mis-sized and can't be fixed easily.

May 22, 2019 10:26 AM in response to WebbPresence

It is a store issue IMO, things were fine before may the 1st with the exact software and hardware. Not everybody being affected that's a different story.


Just moved from Windows 7 ---> Windows 10 and the latter is PITA, first of all i couldn't install my nvidia drivers the OS said they were incompatible, workaround? install geforce experience first, log in and then update the drivers.


Now iTunes, had the same issue on both OS, but now i can't download iTunes from the official Apple page... so now Mocosoft is the Master...sigh...


Better wait till June when Apple splits iTunes...then maybe it will solved...

Gray boxes in iTunes store - Windows

Welcome to Apple Support Community
A forum where Apple customers help each other with their products. Get started with your Apple ID.