12 Replies Latest reply: Jun 6, 2011 10:45 AM by b noir
m renae Level 1 Level 1 (0 points)

I have tried many different things to solve this issue, but nothing works! I have uninstalled and reinstalled Itunes as instructed by Apple support.  I have checked my firewall, but that wasn't the problem.  I have changed my proxy settings and that didn't solve the issue.  When I plug my Iphone into my laptop it doesn't detect my phone and when I try to check for updates a different error message occurs.  Please help!


iPhone 3GS, Windows 7
  • b noir Level 9 Level 9 (72,020 points)

    Could you post your diagnostics for us please?

     

    In iTunes, go "Help > Run Diagnostics". Uncheck the boxes other than Network connectivity tests, as per the following screenshot:

     

    Network diagnostics.png

     

    ... and click "Next".

     

    When you get through to the final screen:

     

    diagnostics complete.png

     

    ... click the "Copy to Clipboard" button and paste the diagnostics into a reply here.

  • m renae Level 1 Level 1 (0 points)

    I ran the diagnostics, but for some reason I can't paste them as a reply because it doesn't give me that option. Is there another way to post them?

  • m renae Level 1 Level 1 (0 points)

    Here are my diagnostics...

     

     

    Microsoft Windows 7 x64 Home Premium Edition Service Pack 1 (Build 7601)
    Hewlett-Packard HP Pavilion dv6 Notebook PC
    iTunes 10.2.2.14
    QuickTime 7.6.9
    FairPlay 1.11.17
    Apple Application Support 1.5.1
    iPod Updater Library 10.0d2
    CD Driver 2.2.0.1
    CD Driver DLL 2.1.1.1
    Apple Mobile Device 3.4.0.25
    Apple Mobile Device Driver 1.55.0.0
    Bonjour 2.0.5.0
    Gracenote SDK 1.8.2.457
    Gracenote MusicID 1.8.2.89
    Gracenote Submit 1.8.2.123
    Gracenote DSP 1.8.2.34

    iTunes Serial Number 0019B168030A7F38

    Current user is not an administrator.
    The current local date and time is 2011-06-05 10:26:28.
    iTunes is not running in safe mode.
    WebKit accelerated compositing is enabled.
    HDCP is supported.
    Core Media is supported.

    Video Display Information

    Intel Corporation, Intel(R) Graphics Media Accelerator HD


    **** External Plug-ins Information ****

    No external plug-ins installed.

    iPodService 10.2.2.14 (x64) is currently running.
    iTunesHelper 10.2.2.14 is currently running.
    Apple Mobile Device service 3.3.0.0 is currently running.

    **** Network Connectivity Tests ****

    Network Adapter Information

    Adapter Name: {060D3689-BC31-48FF-B389-FE66510F7055}
    Description: Intel(R) WiFi Link 1000 BGN
    IP Address: 66.253.185.35
    Subnet Mask: 255.255.252.0
    Default Gateway: 66.253.184.1
    DHCP Enabled: Yes
    DHCP Server: 66.253.184.6
    Lease Obtained: Sun Jun 05 10:18:15 2011

    Lease Expires: Mon Jun 06 10:18:15 2011

    DNS Servers: 66.253.184.6
      68.234.128.70
      67.152.3.146
      67.152.3.154

    Adapter Name: {F8EE95AE-1769-47FE-B3FB-11CC7E7175DA}
    Description: Realtek PCIe FE Family Controller
    IP Address: 66.253.187.229
    Subnet Mask: 255.255.252.0
    Default Gateway: 66.253.184.1
    DHCP Enabled: Yes
    DHCP Server: 66.253.184.6
    Lease Obtained: Sun Jun 05 10:18:14 2011

    Lease Expires: Mon Jun 06 10:18:14 2011

    DNS Servers: 66.253.184.6
      68.234.128.70
      67.152.3.146
      67.152.3.154

    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: Disabled

    Firewall Information

    Windows Firewall is off.

    Connection attempt to Apple web site was unsuccessful.
    An unknown error occurred (-3212).
    Basic connection to the store failed.
    An unknown error occurred (-3212).
    Connection attempt to Gracenote server was successful.
    An unknown error occurred (-3212).
    Last successful iTunes Store access was 2011-05-09 12:04:00.

  • b noir Level 9 Level 9 (72,020 points)

    Many thanks.

     

    Doublechecking something quickly:

     

    Adapter Name: {060D3689-BC31-48FF-B389-FE66510F7055}
    Description: Intel(R) WiFi Link 1000 BGN
    IP Address: 66.253.185.35
    Subnet Mask: 255.255.252.0
    Default Gateway: 66.253.184.1
    DHCP Enabled: Yes
    DHCP Server: 66.253.184.6
    Lease Obtained: Sun Jun 05 10:18:15 2011

    Lease Expires: Mon Jun 06 10:18:15 2011

    DNS Servers: 66.253.184.6
      68.234.128.70
      67.152.3.146
      67.152.3.154

    Adapter Name: {F8EE95AE-1769-47FE-B3FB-11CC7E7175DA}
    Description: Realtek PCIe FE Family Controller
    IP Address: 66.253.187.229
    Subnet Mask: 255.255.252.0
    Default Gateway: 66.253.184.1
    DHCP Enabled: Yes
    DHCP Server: 66.253.184.6
    Lease Obtained: Sun Jun 05 10:18:14 2011

    Lease Expires: Mon Jun 06 10:18:14 2011

    DNS Servers: 66.253.184.6
      68.234.128.70
      67.152.3.146
      67.152.3.154


    If I'm reading this correctly, it looks like you're simultaneously connecting to your network via both a wired connection and a wireless connection. If you disable one of those connections, does that help with the 3212 at all?

  • m renae Level 1 Level 1 (0 points)

    I disables the wireless connection, but that didn't help with the error.  Honestly, I don't shop on itunes often.  What I'm really worried about is that Itunes won't detect my iphone when I connect it to my computer which means I can't update my phone.  Any suggestions?

  • b noir Level 9 Level 9 (72,020 points)

    Okay. Let's have a closer look at the security software situation.

     

    What makes and versions of security software do you currently have installed on the PC? (Firewall, antivirus, antispyware?)

     

    Even if they've been uninstalled, have any other security software packages ever been installed on the PC? (For example, as part of the HP software preloads?)

  • m renae Level 1 Level 1 (0 points)

    I currently have McAfee, but it's not a full subscription and it has been telling me to renew it.  I have looked at that and my firewall is turned off on McAfee.  I used to have Nortons installed on my computer, but I uninstalled it a while ago. I did have a problem once with my Internet Explorer in Feburary because McAfee and Nortons were conflicting.  Other than those two programs, I don't think I use or have used any other programs unless it was already on my computer when I bought it.

  • b noir Level 9 Level 9 (72,020 points)

    many thanks again. I'd like to make sure we've gotten rid of all the Norton. (Sometimes bits and bobs of it can lurk about on a PC after an uninstall and cause grief for folks with their iTunes in similar sorts of ways.)

     

    Let's try using Symantec's Norton Removal Tool:

     

    Norton Removal Tool

     

    Any help with the 3212?

  • m renae Level 1 Level 1 (0 points)

    I ran the removal program and that didn't have any luck with that either.  Maybe it would be helpful to know that my itunes worked correctly before I downloaded the newest version and it hasn't connected since then.

  • b noir Level 9 Level 9 (72,020 points)
    Maybe it would be helpful to know that my itunes worked correctly before I downloaded the newest version and it hasn't connected since then.

    Okay. We'd better quickly check the McAfee firewall rules then. (Sometimes getting those configured can get you past a firewall issue better than switching the firewall off. Not sure of the mechanics behind that, but it seems to happen.)

     

    Quit iTunes if you have it open. Head into the firewall part of McAfee.

     

    If you don't currently have an iTunes rule in the firewall, create a new one and set it to allow full access to the internet.

     

    If you have one which doesn't allow full access to the internet, change it so it has full access to the internet.

     

    If you do have one allowing full access to the internet, delete it and replace it with a new one set to allow full access to the internet.

     

    With the new or edited firewall rules in place, switch on the filewall and launch iTunes. Does it get through to the store now?

  • m renae Level 1 Level 1 (0 points)

    When I open up my McAfee and click on my Firewall it says Firewall:Off, but it won't let me change any settings.  I had tried this earlier, but I can't even switch my firewall on from being off.  Also, when I go into my control pannal and check my windows firewall it says it is on, but I have allowed acess for itunes through the firewall. However, earlier (before I ran the nortons removal scan) my windows firewall said that the settings were controlled through McAfee and I couldn't make changed.  Now I am able to make changed to my windows firewall, but not through McAfee.

  • b noir Level 9 Level 9 (72,020 points)
    When I open up my McAfee and click on my Firewall it says Firewall:Off, but it won't let me change any settings.

    Are you getting any sort of error message when you try to change the settings on McAfee?