13 Replies Latest reply: Dec 31, 2011 8:30 AM by gilbertfrommiami
mdbirk9870 Level 1 Level 1 (0 points)

My iTunes store on my computer isn't working right. It loads very slowly if at all and won't let me click on anything except things on the panel along the right side. Any ideas on what I do to fix this?

 

Thanks in advance for your help.

 

(P.S. iTunes in general is fairly slow and I have the newest version of iTunes- 10.3, and the issue was the same on previous versions)


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.

  • mdbirk9870 Level 1 Level 1 (0 points)

    Microsoft Windows 7 x64 Home Premium Edition (Build 7600)

    Hewlett-Packard HP Pavilion dv6 Notebook PC

    iTunes 10.3.0.54

    QuickTime 7.6.9

    FairPlay 1.11.17

    Apple Application Support 1.5.2

    iPod Updater Library 10.0d2

    CD Driver 2.2.0.1

    CD Driver DLL 2.1.1.1

    Apple Mobile Device 3.4.1.2

    Apple Mobile Device Driver 1.55.0.0

    Bonjour 2.0.5.0 (214.3)

    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 00D5A8200AEE5230

     

     

    Current user is not an administrator.

    The current local date and time is 2011-06-08 01:13:58.

    iTunes is not running in safe mode.

    WebKit accelerated compositing is enabled.

    HDCP is supported.

    Core Media is supported.

     

     

    Video Display Information

     

     

    ATI Technologies Inc., AMD M880G with ATI Mobility Radeon HD 4250

     

     

     

     

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

     

     

    No external plug-ins installed.

     

     

    Genius ID: 1abe21c6d6c04e2a62f6464cbdaf9c43

     

     

    iPodService 10.3.0.54 (x64) is currently running.

    iTunesHelper 10.3.0.54 is currently running.

    Apple Mobile Device service 3.3.0.0 is currently running.

     

     

    **** Network Connectivity Tests ****

     

     

    Network Adapter Information

     

     

    Adapter Name:          {7D72BD4E-5DF1-4F62-ABFF-7F54E4BE82FF}

    Description:          Microsoft Virtual WiFi Miniport Adapter

    IP Address:          0.0.0.0

    Subnet Mask:          0.0.0.0

    Default Gateway:          0.0.0.0

    DHCP Enabled:          Yes

    DHCP Server:

    Lease Obtained:          Wed Dec 31 17:00:00 1969

     

     

    Lease Expires:          Wed Dec 31 17:00:00 1969

     

     

    DNS Servers:

     

     

    Adapter Name:          {3E7438D3-DB69-45CB-A54D-2BB3702847DB}

    Description:          Atheros AR9285 802.11b/g/n WiFi Adapter

    IP Address:          192.168.1.107

    Subnet Mask:          255.255.255.0

    Default Gateway:          192.168.1.1

    DHCP Enabled:          Yes

    DHCP Server:          192.168.1.1

    Lease Obtained:          Tue Jun 07 18:55:40 2011

     

     

    Lease Expires:          Wed Jun 08 18:55:40 2011

     

     

    DNS Servers:          192.168.1.1

     

     

    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:          Enabled

     

     

    Firewall Information

     

     

    Windows Firewall is on.

    iTunes is NOT enabled in Windows Firewall.

     

     

    Connection attempt to Apple web site was successful.

    Connection attempt to browsing iTunes Store was successful.

    Connection attempt to purchasing from iTunes Store was successful.

    Connection attempt to iPhone activation server was successful.

    Connection attempt to firmware update server was successful.

    Connection attempt to Gracenote server was successful.

    Last successful iTunes Store access was 2011-06-08 01:08:53.

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

    many thanks.

     

    Windows Firewall is on.

    iTunes is NOT enabled in Windows Firewall.

    Let's try enabling your iTunes in the Windows Firewall as per the following document:

     

    How to enable iTunes in the Windows Vista and Windows 7 Firewall

     

    Does that get the Store working better for you?

  • mdbirk9870 Level 1 Level 1 (0 points)

    When I followed the given directions it shows iTunes is checked for allow, but it still says not enabled in iTunes and the store still doesn't work right. Any ideas on what that means?

  • b noir Level 9 Level 9 (72,020 points)
    When I followed the given directions it shows iTunes is checked for allow, but it still says not enabled in iTunes and the store still doesn't work right. Any ideas on what that means?

     

    Interesting. Are you also running a third-party firewall on the PC like McAfee or Norton, md? (Running multiple firewalls can cause some idiosyncratic symptoms with iTunes. It's best practice in general to be only running one.)

  • mdbirk9870 Level 1 Level 1 (0 points)

    As far as I can tell I am only running one, but I'm not the most technologically literate when it comes to that. I have Trend Antivirus, could that cause a problem? (and just an FYI, I tried uninstalling and reinstalling iTunes and that didn't change anything)

  • b noir Level 9 Level 9 (72,020 points)
    I have Trend Antivirus, could that cause a problem?

     

    I think you're okay there. I think you have to have either Trend Micro Internet Security or Trend Micro Maximum Security in order for a Trend product to be doing firewall things on a PC.

     

    Can you check something for me please? I'd like to try doing a "Run as administrator" on your iTunes.

     

    Quit iTunes first.

     

    In Computer, open Local Disk C: or whichever drive you have your program files installed on.

    Open the "Program files" folder.

    Open the "iTunes" folder.

    Right-click on the iTunes.exe file and select "run as administrator".

     

    Run your network connectivity tests again. Do they now say that iTunes is enabled in the Windows firewall? If so, try another Store connection. Does the Store behave properly now?

  • mdbirk9870 Level 1 Level 1 (0 points)

    It still says that iTunes is not enabled in firewall but it did seem to make everything in the store work fine so I think it is good.

     

    Thank you so much for your help, it is greatly appreciated.

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

    You're welcome!

     

    If your current user account is an administrative account already, it's possible you're had a permission go strange here for a file or folder or a registry key. It's always a bit tricky to tell what permission is awry with one of these, so I generally try to avoid "fixing" things for fear of mucking something up ... So if you don't want to have to do a "Run as administrator" every time you go to the Store, you could set iTunes to automatically launch as an administrator.

     

    To do that, right-click your iTunes.exe again, but this time select "Properties". In the compatibility tab, check the "Run as administrator" box and click OK.

  • mdbirk9870 Level 1 Level 1 (0 points)

    Once again, thank you for that. I was actually wondering if there was some way to do that but didn't want to ask any more of you. Thank you very very much!

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

    You're welcome again! Glad to have been of some help.

  • Coach AJ Level 1 Level 1 (0 points)

    I'm having similar issues--can't connect to iTunes store.  I did a clean uninstall/reinstall and that fix it.  I'm running iTunes as an administrator and Windows Firewall is setup to allow iTunes through.  Diagnostics pass, yet iTunes store does not load.  One other interesting bit is that my other laptop on the same wireless network connects fine.

     

    Microsoft Windows 7 x64 Home Premium Edition Service Pack 1 (Build 7601)

    Hewlett-Packard HP ENVY 17 Notebook PC

    iTunes 10.5.0.142

    QuickTime not available

    FairPlay 1.13.35

    Apple Application Support 2.1.5

    iPod Updater Library 10.0d2

    CD Driver 2.2.0.1

    CD Driver DLL 2.1.1.1

    Apple Mobile Device 4.0.0.96

    Apple Mobile Device Driver 1.57.0.0

    Bonjour 3.0.0.10 (333.10)

    Gracenote SDK 1.9.3.494

    Gracenote MusicID 1.9.3.106

    Gracenote Submit 1.9.3.136

    Gracenote DSP 1.9.3.44

    iTunes Serial Number 00E5ABBC034122D0

    Current user is an administrator.

    The current local date and time is 2011-10-14 21:10:30.

    iTunes is not running in safe mode.

    WebKit accelerated compositing is enabled.

    HDCP is supported.

    Core Media is supported.

    Video Display Information

    ATI Technologies Inc., ATI Mobility Radeon HD 5850

      

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

    No external plug-ins installed.

    iPodService 10.5.0.142 (x64) is currently running.

    iTunesHelper 10.5.0.142 is currently running.

    Apple Mobile Device service 3.3.0.0 is currently running.

    **** Network Connectivity Tests ****

    Network Adapter Information

    Adapter Name: {2A243AA1-744E-436E-9037-7E3DA262C97D}

    Description: TAP-Win32 Adapter V9

    IP Address: 0.0.0.0

    Subnet Mask: 0.0.0.0

    Default Gateway: 0.0.0.0

    DHCP Enabled: Yes

    DHCP Server:

    Lease Obtained: Thu Jan 01 01:00:00 1970

    Lease Expires: Thu Jan 01 01:00:00 1970

    DNS Servers:

    Adapter Name: {7F4974FE-7845-4DBC-BB79-7D508FF2595A}

    Description: Intel(R) Centrino(R) Advanced-N 6200 AGN

    IP Address: 192.168.0.11

    Subnet Mask: 255.255.255.0

    Default Gateway: 192.168.0.1

    DHCP Enabled: Yes

    DHCP Server: 192.168.0.1

    Lease Obtained: Fri Oct 14 21:08:03 2011

    Lease Expires: Fri Oct 14 22:08:03 2011

    DNS Servers: 89.2.0.1

    89.2.0.2

    Adapter Name: {F8270B8D-5526-4675-BBDB-2613A1A781D9}

    Description: Bluetooth Device (Personal Area Network)

    IP Address: 0.0.0.0

    Subnet Mask: 0.0.0.0

    Default Gateway: 0.0.0.0

    DHCP Enabled: Yes

    DHCP Server:

    Lease Obtained: Thu Jan 01 01:00:00 1970

    Lease Expires: Thu Jan 01 01:00:00 1970

    DNS Servers:

    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: Enabled

    Firewall Information

    Windows Firewall is on.

    iTunes is enabled in Windows Firewall.

    Connection attempt to Apple web site was successful.

    Connection attempt to browsing iTunes Store was successful.

    Connection attempt to purchasing from iTunes Store was successful.

    Connection attempt to iPhone activation server was successful.

    Connection attempt to firmware update server was successful.

    Connection attempt to Gracenote server was successful.

    Last successful iTunes Store access was 2011-10-14 21:02:00.

      

      

  • gilbertfrommiami Level 1 Level 1 (0 points)

    I have Win 7 64bits SP2 and Itunes 10.5.2

    Open Task Manager

    Select ASPDaemon.exe *32 process

    Right click on it and select properties

    On the Property window, select COmpatibilty tab

    Check the box Run this program in compatibity mode. On the drop dpwn box, select XP SP3

    Apply, then close the Property windows

    Kill the ASPDaemon process using "End process in task manager

    Logoff, or reboot.

    In my particular case, the issue never came back.

    Good luck!

     

    Gil