Can't reinstall itunes

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Level 1

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Can't reinstall itunes

Have had several issues over last couple of weeks and getting very frustrated. I had recently updated itunes and when I tried to sync the next time, my iphone4 was not recognized by computer or itunes at all. Tried several suggetions from the forums to no avail. Decided to uninstall itunes and its components following apple suggestions. Here's my new problem: When I tried to reinstall itunes onto my computer I got this message after a few minutes "Software has not passed windows logo testing to verify with Windows XP" What the heck does that mean and what do I need to do to fix it? I want to be able to sync my phone with some new music I have on itunes!! Please someone help!

Dell desktop, Windows XP

Posted on Apr 7, 2011 3:45 AM

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Answer 1

polydorus

Level 6

11,967 points

Apr 7, 2011 4:20 AM in response to lefty12

This may happen if the iTunes installer is damaged.

When you reinstalled iTunes, how did you do it?
You need to download the installer from http://www.apple.com/itunes/download/ and save it on your PC before installing it.

If this is what you did, try using a different browser.

If this doesn't work, how are you connecting to the internet, wireless dongles have been associated with corrupted downloads.

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Answer 2

lefty12 Author

Level 1

0 points

Apr 11, 2011 3:54 PM in response to polydorus

I tried all of your suggestions and still am not able to download itunes. I still get the same error message. Here it is in full text:

"The software you are installing has not passed Windows Logo testing to verify its compatability with Windows XP."

Also in my MANY ATTEMPTS to download itunes I did receive this error message as well:

"The software you are installing for this hardware: DVD/CD drives has not passed Windows Logo testing to verify its compatability with Windows XP. Contact system administrator."

What's the next step?????

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Answer 3

polydorus

Level 6

11,967 points

Apr 12, 2011 1:11 AM in response to lefty12

I think it is worth checking cryptographic services to see if there is a problem there.

Before doing that, you should check for malware as it can interfere with cryptographic services.
Download the free version of Malwarebytes and run a full scan:
http://www.malwarebytes.org/

Assuming that is clear, Work your way carefully through *Method 3* in the following article:
http://support.microsoft.com/kb/822798

This is as much a diagnostic test as an attempt at solving your problem.
If you get any error messages while doing it, make a careful note of them and include them in your next post.

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Answer 4

lefty12 Author

Level 1

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Apr 12, 2011 4:16 AM in response to polydorus

I have done all that you said. Ran the malware program and had all errors that were found fixed. Then did Method 3 as you said. No error messages during this process. Next step....?

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Answer 5

polydorus

Level 6

11,967 points

Apr 12, 2011 5:23 AM in response to lefty12

When you say all errors were fixed, do you mean that some malware was found and it was successfully removed?

If you completed method 3 with no errors, then the next step is to restart your PC and try installing iTunes.

If that doesn't work is the error message the same or something different, full text please.

Then, inn order to exclude a problem with the download, can you get a friend to download the installer for you and put it on a USB memory stick.

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Answer 6

lefty12 Author

Level 1

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Apr 12, 2011 7:28 PM in response to polydorus

I had a bunch of errors when the malware ran its scan. I even purchased the program for a year to make sure all errors were fixed. I completed Method 3 with no errors at all. I restarted the computer and tried to reinstall itunes and ended up with the same message. What I am adding is what is underneath that message-maybe it will help.

"Continuing your installation of this software may impair or destabilize the correct operation of your system either immediately or in the future. Microsoft strongley recommends that you stop this installation now & contact software vendor for software that has passed Windows Logo testing."

So next I should try and get a friend to download itunes for me on a memory stik? This is really getting very frustrating

😟 I just want my itunes back/___sbsstatic___/migration-images/migration-img-not-avail.png

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Answer 7

polydorus

Level 6

11,967 points

Apr 13, 2011 2:18 AM in response to lefty12

There is something worth mentioning if you had malware, system restore can still contain the malware so it is good practice to remove restore points to stop this happening. You can do this by turning off system restore and then turning it on again:
http://support.microsoft.com/kb/310405

Regarding your problem I am thinking along two lines here:

1) The download has been damaged producing the error message. As a test for this you can get a friend with iTunes working to download the installer for you. It is a simple thing to try and worth doing before trying the next step.

2) The download is OK, but windows has been damaged by malware and is failing to recognise that iTunes is OK.
This was why I got you to try method 3 in:
http://support.microsoft.com/kb/822798

However there are other issues possible issues and the page has a microsoft fixit that you could try.

However this strays into territory which is outside my knowledge and I have not tried the fixit myself.

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