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Secure link to iTunes Store failed

I can't log in or connect to iTunes store from my PC. About two weeks ago I was watching movie on my AppleTV and all of a sudden it stoped in the middle of it and asaid I was not connected to iTunes. Ever since then I cannot connect. When I run diagnostics I get msg "secure link to iTunes Store failed" and when I click on the Help button it tells me that I am not connected to the internet.

That is not true as I can browse the net and I can even log into my accout on line but just cannot log in to iTunes or connect to the Store. Please, help.

Windows 7

Posted on Apr 28, 2012 10:00 PM

Reply
96 replies

May 1, 2017 4:03 AM in response to AgatkaW

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

Dell Inc. Studio 1557

iTunes 12.6.0.100

FairPlay 2.12.8

Apple Application Support 5.4.1

iPod Updater Library 12.0

Apple Mobile Device 10.3.1.2

Apple Mobile Device Driver 1.67.0.0

Bonjour 3.1.0.1 (333.18)

Gracenote SDK 3.06.1.3084

Gracenote MusicID 3.06.1.3084

Gracenote Submit 3.06.1.3084

Gracenote DSP 3.06.1.3084

iCloud for Windows 6.2.1.67



iTunes Serial Number 000000001430E10C



Current user is not an administrator.

The current local date and time is 2017-04-30 21:06:42.

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 545v



**** Runtime Libraries ****



c:\windows\system32\msvcp140.dll: 14.0.23918.0

c:\windows\system32\vcruntime140.dll: 14.0.23918.0

c:\program files\itunes\ucrtbase.dll: 10.0.10586.212

c:\windows\system32\msvcp100.dll: 10.0.40219.325

c:\windows\system32\msvcr100.dll: 10.0.40219.325

c:\windows\system32\msvcp120.dll: 12.0.21005.1

c:\windows\system32\msvcr120.dll: 12.0.21005.1

c:\users\bassem\appdata\local\microsoft\skydrive\17.0.4035.0328\amd64\msvcp110.d ll: 11.0.50727.1

c:\users\bassem\appdata\local\microsoft\skydrive\17.0.4035.0328\amd64\msvcr110.d ll: 11.0.50727.1



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



No external plug-ins installed.



Bonjour service 3.1.0.1 (333.18) is currently running.

**** Network Connectivity Tests ****



Network Adapter Information



Adapter Name: {5773757B-E100-434F-BAAF-DDA5A2E5A7C6}

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: Thu Jan 1 01:00:00 1970



Lease Expires: Thu Jan 1 01:00:00 1970



DNS Servers:



Adapter Name: {E30FFF2A-A609-4D8E-BA6A-0FAED5EEADD9}

Description: Dell Wireless 1397 WLAN Mini-Card

IP Address: 192.168.0.2

Subnet Mask: 255.255.255.0

Default Gateway: 192.168.0.1

DHCP Enabled: Yes

DHCP Server: 192.168.0.1

Lease Obtained: Sun Apr 30 20:39:15 2017



Lease Expires: Thu Jan 1 01:00:00 1970



DNS Servers: 192.168.0.1



Adapter Name: {FF3219DC-288D-4CDD-82E9-3F4DF00D83C4}

Description: Realtek PCIe GBE Family Controller

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 1 01:00:00 1970



Lease Expires: Thu Jan 1 01:00:00 1970



DNS Servers:



Active Connection: LAN Connection

Connected: Yes

Online: Yes

Using Modem: No

Using LAN: Yes

Using Proxy: No



Firewall Information



Windows Firewall is on.

iTunes is enabled in Windows Firewall.



Connection attempt to Apple web site was unsuccessful.

The network connection timed out.

Basic connection to the store failed.

The network connection timed out.

Connection attempt to Gracenote server was successful.

Last successful iTunes Store access was 2017-03-19 21:47:54.





**** CD/DVD Drive Tests ****



No drivers in LowerFilters.

No drivers in UpperFilters.



E: HL-DT-ST DVD+-RW GA31N, Rev A102

Drive is empty.







**** Device Connectivity Tests ****



iPodService 12.6.0.100 (x64) is currently running.

iTunesHelper 12.6.0.100 is currently running.

Apple Mobile Device Service service 3.3.0.0 is currently running.



Universal Serial Bus Controllers:



Intel(R) 5 Series/3400 Series Chipset Family USB Enhanced Host Controller - 3B34. Device is working properly.

Intel(R) 5 Series/3400 Series Chipset Family USB Enhanced Host Controller - 3B3C. Device is working properly.



FireWire (IEEE 1394) Host Controllers:



Ricoh 1394 OHCI Compliant Host Controller. Device is working properly.



Most Recent Devices Not Currently Connected:



iPhone 6 running firmware version 10.3.1

Serial Number: F17NLN40G5MR



**** Device Sync Tests ****



No iPod, iPhone, or iPad found.

Sep 23, 2017 1:47 PM in response to wiclee

Hi - I have reviewed multiple (I might dare say - EVERY related) posts in both Apple and Microsoft Support pages and have tried numerous suggestions (summarized below) with no success. It appears that "wiclee" () is the best subject matter expert on this.


Problem: At some point, my iTunes no longer connects to the iTunes store and the diagnostics returns the error "Secure Link to iTunes failed" Clicking "Help" opens a blank window that says the Help cannot reach Apple (even though I have connectivity). iTunes DOES open / work (i.e. let me backup/sync my iPhone/iPad) but I can't get to the store.


Please review my troubleshooting summary and diagnostic extract and provide any support. I did notice most of the support posts on this topic were from the 2012-2013 timeframe so I'm hoping there is something simple I haven't tried yet. I've been working this for weeks and it's getting frustrating to say the least.


***Summary of Troubleshooting (if a system had to be ran, I "Ran as Administrator" and I am an Administrator account:

- I am on a home network with no firewall on the router (and worked previously).

- I am NOT using VPN or Proxy server

- I can reach the iTunes store on my iPhone and Mac

- Quicktime hasn't been installed for a while (no longer supported)

- Rebooted more times than can count (and after every major change/update)

- Repaired / Removed / Reinstalled iTunes (as well as Bonjour, and all Apple-related programs)

- Restarted / Stopped / Restarted Bonjour & iTunes Helper in Services

- Opened in Safe Mode

- Downloaded the 64-bit iTunes version directly from the website

- Verified all Dell drivers, Microsoft Windows & Microsoft updates are current.

- Verified SSL 3.0 and TSL 1.0 are active in Internet settings

- Verified no competing issues in Winsock (using Microsoft site downloaded "Autoruns" - only had Bonjour and Microsoft processes)

- Verified no issues with Firewall (managed by latest version of McAfee with current updates)

- Verified date/time are current

- Ran the Command prompt (as Administrator) to:

**release & renew ipconfig

**run SFC /scannow (no issues found)

** reset winsock command (with reboot)

- Ran Dell-proprietary system checks for hardware, registry, and drivers (no issues found)

- Installed "as administrator"

- Opened iTunes "as administrator"

- Had fixed previous issues with iTunes not opening by disabling "Apple Push" (no long shows up in Services)

- Reviewed all running / stopped / disabled services with nothing seemingly out of place / blocked-stopped

(If you've gotten this far... Thank You... I just hope you can help)

***Diagnostics Paste****
Microsoft Windows 7 x64 Professional Edition (Build 7600)

Dell Inc. Latitude E6430

iTunes 12.7.0.166

FairPlay 2.13.16

iPod Updater Library 12.0

CD Driver 2.2.3.0

CD Driver DLL 2.1.3.1

Apple Mobile Device 11.0.0.30

Apple Mobile Device Driver 1.67.0.0

Bonjour 3.0.0.2 (765.20)

Gracenote SDK 3.06.1.3084

Gracenote MusicID 3.06.1.3084

Gracenote Submit 3.06.1.3084

Gracenote DSP 3.06.1.3084

iCloud for Windows 6.2.3.17

iTunes Serial Number (deleted)

Current user is an administrator.

The current local date and time is 2017-09-23 15:07:18.

iTunes is not running in safe mode.

WebKit accelerated compositing is enabled.

HDCP is supported.

Core Media is supported.


Video Display Information

NVIDIA, NVIDIA NVS 5200M

Intel Corporation, Intel(R) HD Graphics 4000

**** Runtime Libraries ****

c:\windows\system32\msvcp140.dll: 14.10.25017.0

c:\windows\system32\vcruntime140.dll: 14.10.25017.0

c:\windows\system32\ucrtbase.dll: 10.0.10586.788

c:\windows\system32\msvcp100.dll: 10.0.40219.325

c:\windows\system32\msvcr100.dll: 10.0.40219.325

c:\windows\system32\msvcr120.dll: 12.0.21005.1

c:\windows\system32\msvcp120.dll: 12.0.21005.1

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

No external plug-ins installed.

Bonjour service 3.0.0.2 (765.20) is currently running.

iPodService 12.7.0.166 (x64) is currently running.

iTunesHelper 12.7.0.166 is currently running.

Apple Mobile Device Service service 3.3.0.0 is currently running.

**** Network Connectivity Tests ****

Network Adapter Information

Adapter Name: {7229D1EE-6B03-46CE-82B3-332495F68777}

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 18:00:00 1969

Lease Expires: Wed Dec 31 18:00:00 1969


DNS Servers:

Adapter Name: {5A6E344A-1F84-44A6-AB90-C390712C4034}

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: Wed Dec 31 18:00:00 1969

Lease Expires: Wed Dec 31 18:00:00 1969

DNS Servers:

Adapter Name: {37F6D9BA-665B-4922-A335-DB3E07CDB24A}

Description: Dell Wireless 1540 802.11a/g/n (2.4GHz/5GHz)

IP Address: 192.168.0.20

Subnet Mask: 255.255.255.0

Default Gateway: 192.168.0.1

DHCP Enabled: Yes

DHCP Server: 192.168.0.1

Lease Obtained: Sat Sep 23 14:52:15 2017

Lease Expires: Wed Dec 31 18:00:00 1969


DNS Servers: 209.18.47.61

209.18.47.62

Adapter Name: {B852D909-8B0C-45DC-920A-69176A1F41D7}

Description: Intel(R) 82579LM Gigabit Network Connection

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 18:00:00 1969

Lease Expires: Wed Dec 31 18:00:00 1969


DNS Servers:

Active Connection: LAN Connection

Connected: Yes

Online: Yes

Using Modem: No

Using LAN: Yes

Using Proxy: No

Firewall Information

Windows Firewall is on.

iTunes is enabled in Windows Firewall.

Connection attempt to Apple web site was unsuccessful.

The network connection timed out.

Basic connection to the store failed.

The network connection timed out.

Connection attempt to Gracenote server was successful.

iTunes has never successfully accessed the iTunes Store.

Oct 31, 2017 1:03 PM in response to AgatkaW

If anyone is still seeing this error message here is what worked for me....

I uninstalled Bonjour then deleted every registry key that mentioned Bonjour. I then reinstalled iTunes and it all started working. Previous to this I had wasted many hours going through all the fixes mentioned on other forums.

Apr 28, 2012 10:11 PM in response to AgatkaW

Close your iTunes,

Go to command Prompt -


(Win 7/Vista) - START/ALL PROGRAMS/ACCESSORIES, right mouse click "Command Prompt", choose "Run as Administrator".


(Win XP SP2 & above) - START/ALL PROGRAMS/ACCESSORIES/Command Prompt


In the "Command Prompt" screen, type in


netsh winsock reset


Hit "ENTER" key

Restart your computer.

If you do get a prompt after restart windows to remap LSP, just click NO.


Now launch your iTunes and see if it is working now.


If you are still having these type of problems after trying the winsock reset, refer to this article to identify which software in your system is inserting LSP:


iTunes 10.5 for Windows: May see performance issues and blank iTunes Store

http://support.apple.com/kb/TS4123?viewlocale=en_US

Apr 28, 2012 10:52 PM in response to AgatkaW

So far there is no update for Speedbit Video Accelerator that came with Real Audio player. You have to uninstall it from Control Panel > Programs n Features.


Or you can follow Speedbit's instruction:

How do I remove SPEEDbit Video Accelerator from my computer?

You can uninstall SPEEDbit Video Accelerator by following the standard uninstall procedure.

  1. From the Start menu, navigate to the SPEEDbit Video Accelerator program folder.
  2. Click Uninstall SPEEDbit Video Accelerator.
  3. Restart your computer.

May 2, 2012 10:31 PM in response to wiclee

Thank you wiclee for your response.

I tried to reset the Winsock providers by running 'netsh winsock reset' at an Administrator Command prompt and rebooting the machine. Autoruns only shows one entry under Winsock providers, that is for Bonjour.

I repaired both Quicktime and iTunes by going to the Programs under Control Panel on my Win Vista SP2 machine with iTunes 10.6.1 and latest Quicktime version.

None of these solutions work for me (atleast not yet).

iTunes store access was working fine till yesterday evening and I have not installed any new software or made any hardware or software changes to my network, no firewall changes etc. I am at a loss to understand what is wrong now. Any suggestions are welcome.

Secure link to iTunes Store failed

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