14 Replies Latest reply: Nov 15, 2015 7:52 AM by vesterdon
pfearnow Level 1 (0 points)

My itunes would not update or uninstall correctly.  Not knowing what to do I attempted to manually delete all the apple/itunes files.  Unfortunately my computer won't allow me to delete all the files and itunes still won't allow my to uninstall because I deleted the install programs.  How do I wipe all the itunes files?

iPod touch
  • b noir Level 9 (72,050 points)

    What error messages are you getting when you try to uninstall iTunes and remove folders? (Precise text, please.)

  • pfearnow Level 1 (0 points)

    It says "The feature you are trying to use is on a network resource that is unavailable"  It then says "Click OK to try again, or enter an alternate path to a folder containing the installation package 'AppleSoftwareUpdate.msi' in the box below"  Below is a drop down menu and a browse button.

  • b noir Level 9 (72,050 points)

    Perfect, thanks.


    (1) Download the Windows Installer CleanUp utility installer file (msicuu2.exe) from the following Major Geeks page (use one of the links under the /___sbsstatic___/migration-images/189/18984388-1.gif "DOWNLOAD LOCATIONS" thingy on the Major Geeks page):




    (2) Doubleclick the msicuu2.exe file and follow the prompts to install the Windows Installer CleanUp utility. (If you're on a Windows Vista or Windows 7 system and you get a Code 800A0046 error message when doubleclicking the msicuu2.exe file, try instead right-clicking on the msicuu2.exe file and selecting "Run as administrator".)


    (3) In your Start menu click All Programs and then click Windows Install Clean Up. The Windows Installer CleanUp utility window appears, listing software that is currently installed on your computer.


    (4) In the list of programs that appears in CleanUp, select any Apple Software Update entries and click "Remove", as per the following screenshot:


    Cleanup removing ASU.png


    (5) Quit out of CleanUp, restart the PC and try another iTunes install using an iTunesSetup.exe (or iTunes64Setup.exe) downloaded from the Apple Website:




    Does it go through properly this time?

  • pfearnow Level 1 (0 points)

    Wow, I haven't updated my Ipod for over a year because of this issue.  Apple wanted to charge me a rediculous hourly rate for support because my touch is over 2 years old, and you just fixed the whole thing in 5 minutes.  Thank you.  Do you have a paypal account?  I really feel like I should pay you something for your help as a thank you. 

  • b noir Level 9 (72,050 points)

    You're welcome! Glad you got things sorted out. (No need for any payment.)

  • pfearnow Level 1 (0 points)

    Well I though I was home free, but no such luck.  I was able to download and install the new itunes which is more than I could do before.  But, now the new itunes won't open.  I installed it and the shortcut installed on the desktop but when I try to run the program nothing happens for a minute then an error message pops up "iTunes has encountered a problem and needs to close.  We are sorry for the inconvenience"  It also has an error report which has a whole lot of stuff I don't understand. 

  • pfearnow Level 1 (0 points)


  • b noir Level 9 (72,050 points)

    when I try to run the program nothing happens for a minute then an error message pops up "iTunes has encountered a problem and needs to close.  We are sorry for the inconvenience"


    Generate another of those error messages and click the "Click here" link in the error message box. What modname and modver are showing for the error? (Precise spelling please.)


    If the error is a BEX and thus doesn't show an modname or modver, let us know what P1 through P9 items are showing for you instead.

  • pfearnow Level 1 (0 points)

    ModName: unknown


    Offset: 0a391040

  • b noir Level 9 (72,050 points)

    ModName: unknown



    Oddly, that turns out to be suggestive of a specific type of problem. Can you check something further for me, please?


    Is your QuickTime Player also currently failing to launch (with or without an error message)?

  • pfearnow Level 1 (0 points)

    Holy **** your like a freakin apple ninja.  So I opened Quicktime and a message popped up that said Quicktime must be installed, and it automatically started installing it.  Then once it completed installing I realized that was probably the issue since you sent me to Quicktime, and so I tried opening iTunes again and it started right up.  The funny thing is that at some point I probably would have needed Quicktimes and I would have opened it and it would have installed.  Then iTunes would have magically worked at some point and I would have had no idea why. 


    I don't know why you did this, if this is work for you, or fun, or you just enjoy the challenge, but I thank you.  I can actually use my ipod now.  Let me know if you reconsider payment.  I feel like I owe you a beer, or shot, or pill (whatever you're into lol).  Seriously thanks.

  • KTucker97 Level 1 (0 points)

    OK - I'm working on my Mom's laptop here...  I can get through downloading the Cleanup Installer, removed old software updates, and re-downloaded the update.  I got the same error message at the same place.  Reading further through the posted fix, I tried QuickTime, and got an error message that says "This action is only valid for products that are currently installed".  Any ideas?  She has everything backed up to the cloud, but is upgrading her phone and wanted to have the hard backup as well. 

  • turingtest2 Level 9 (64,920 points)

    Hi, I'm not sure b is around much these days, perhaps I can help?


    For general advice see Troubleshooting issues with iTunes for Windows updates.


    The steps in the second box are a guide to removing everything related to iTunes and then rebuilding it which is often a good starting point unless the symptoms indicate a more specific approach. Review the other boxes and the list of support documents further down the page in case one of them applies.


    Your library should be unaffected by these steps but there is backup and recovery advice elsewhere in the user tip.



  • vesterdon Level 1 (0 points)

    OMG thanks, ive been unable to use itunes for almost 1YEAR  YOU ARE THE MAN! BIG UP