7 Replies Latest reply: Oct 20, 2011 10:13 AM by martinfromkingsford
Morac Level 1 (100 points)

iTunes 10.4 comes with Apple Application Support 1.5.2.  As long as you have that version of Apple Application Support, the purchased tab in the iTunes Store will work.


Both Safari 5.1 and Quicktime 7.7 come with a newer version of Apple Application Support, 2.0.1.  If you install either update (or both), then the purchased tab in the iTunes store will be blank.


The Quicktime 7.7 is especially annoying since that's a security update.  So basically you can either have access to purchased items in iTunes 10.4, but run an insecure version of QuickTime or have a secure version of Quicktime, but lose access to purchased items in the iTunes store on your PC.



Come on Apple, can't you at test your software on Windows before updating it?   This plus the annoying sync crash when optimizing videos (photos) shows Apple doesn't test anything.  iTunes 10.4 for Windows really *****.

iPad 2, Other OS, iOS 4.3.5
  • Morac Level 1 (100 points)

    I have a work around, but it's not for the faint of heart.  It basically involves copying the *.dll files out of the "C:\Program Files\Common Files\Apple\Apple Application Support" folder when version 1.5.2 is installed and then upgrading to version 2.0.1 (Quicktime 7.7 or Safari 5.1).


    As such I don't recommend you do this unless you know what you are doing, otherwise you will likely have to completely uninstall and reinstall iTunes (or worse).  If you mess things up, don't come to me for help.  You've been warned.



    I tested this on Windows XP, but it should work under Vista and 7.


    Whenever you want to access your past purchases do the following:

    1. Make iTunes, QuickTime and Safari are not running.  Basically no Apple programs.

    2. Backup all the *.dll files In the "C:\Program Files\Common Files\Apple\Apple Application Support" folder and put them in a safe place.  I zipped them up.

    3. Now delete all the *.dll files.  I simply made a "tmp" folder inside the Apple Application Support folder and moved them there.

    4. Take the *.dll files you save from version 1.5.2 and copy them into the folder.


    Now you can run iTunes and access the store and download your past purchases.  Leaving things like this is bad for a number of reasons, so when you are done simply quit iTunes and then remove the 1.5.2 version dll and put the 2.0.1 dll versions back.


    Technically you don't need to replace all the *.dll, only about 10 of them, but it's just easier to replace all of them.  Also note that there is one .dll file that is exclusive to 1.5.2 and 5 that are exclusive to 2.0.1.

  • Andre Marion Level 2 (245 points)

    I too have the same problem. I didn't realize it was due to the Quicktime 7.7 upgrade though, until I found this thread!


    Apple support told me to un-install iTunes and Quicktime and re-download and install them again. I hate the hassle of having to do that, but I did. I completely un-installed ALL Apple software from my Windows 7 64-bit Ultimate PC (Bonjour, Application Support, Software Updater, Safari, Quicktime, iTunes, etc...).


    Then I installed latest iTunes+Quicktime (the version of Quicktime bundled with iTunes is 7.6.9) and my "Purchased" page worked again! Hooray.


    Then I started up Quicktime to make sure it still worked and the first thing it notified me about was that I needed to update Quicktime to 7.7. So...I did that, not thinking it would cause any harm. Then I tried the new Quicktime and it worked fine. After that, I started up iTunes again and tried the "Purchased" page and BOOM! all blank again.


    I guess I'll live without it until Apple fixes this bug in iTunes.

  • Gee_Gnome Level 1 (0 points)

    I went through nearly an identical process to determine that QuickTime 7.7 is breaking iTunes.  I didn't find this particular discussion string until after the fact.  This time, I searched in Apple Support for both QuickTime 7.7 and iTunes, finally getting to a discussion that helps me out.


    Off to the Genius Bar to let them know what is really going on...



  • Andre Marion Level 2 (245 points)

    Hi everyone,


    I reported this to Apple and finally got the problem escalated to a senior support rep. Here's the latest reply I got from Apple:



    Hi Andre,


    This is Luisa again, I just wanted to follow up and let you know that you do not need to reply with the information to test the account. I was able to gain access to a Windows 7 computer and was able to re-create the issue you reported.


    Apple is working toward a resolution of the issue you reported. Your experience with the iTunes Store is of the utmost importance. Your request is flagged for follow-up and you will be contacted once we have more information.


    Thank you for your patience as Apple works to make your experience with the iTunes Store more enjoyable.


    Warmest Regards,



    iTunes Store/ Mac App Store Support Specialist




    So it looks like Apple has acknowledged this is a bug and will be working on a fix soon. Let's hope it doesn't take too long.



  • turingtest2 Level 9 (69,303 points)

    Thanks for this one, wish I'd spotted it earlier. I'd done a radical tear down of all things Apple related and the problem resurfaced after I'd let Safari update to 5.1. Fixed it all only to find the QuickTime 7,7 update broke it yet again. Just to confirm uninstalling iTunes, QuickTime, Safari & Apple Application Support, then reinstalling iTunes has resolved my issue. You shouldn't need to clear any other files although I've not exhaustively tested every install/uninstall combo. Just don't install either Safari 5.1 or QuickTime 7.7.



  • SabPalpatine Level 1 (0 points)

    Thank you Morac. I've uninstalled and installed iTunes 10.4 on two separated pc's 3 or 4 times (one 32 bit and one 64 bit. My net book works just find but I really need itunes to work on my Core i5 laptop. I've gone back and forth with Apple support via e-mail. I was "this close" to saying goodbye to iTunes forever out of frustration. Luckily I found your comments.


    I'm pretty sure that I'm not up to the challenge that you put forth in your second comment so I will just not accept the Quicktime 7.7 update when/if it pops up again.


    Apple, please get your act together!!! 

  • martinfromkingsford Level 1 (0 points)

    Also breaks itunes 10.5 Apple Application support 2.1.5 Causes Itunes store/Ping not load.