You can make a difference in the Apple Support Community!

When you sign up with your Apple Account, you can provide valuable feedback to other community members by upvoting helpful replies and User Tips.

📰 Newsroom Update

Billie Eilish is Apple Music’s Artist of the Year for 2024. Learn more >

Looks like no one’s replied in a while. To start the conversation again, simply ask a new question.

polydorus Author

Level 6

11,967 points

iTunes 11 crashes when opening the store - no error message

I just installed iTunes 11 and it all works OK except the store.

When I click on the store, it all looks normal at first, but after the banner and the Quick links are displayed, I get a Windows message that the program is not working correctly and offering to close it. There is no error message.

The problem is system wide.

It did not respond to a complete uninstall of all Apple software and reinstall.

It still happens when I do a selective startup with basic services.

I have the following Segoe fonts: Segoe Print, Segoe Script, Segoe UI and Segoe UI symbol regular.

Could it be some other font issue?

Can anyone offer any suggestions?

Diagnostics below:

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

Dell Inc. Studio XPS 8100

iTunes 11.0.0.163

QuickTime 7.7.3

FairPlay 2.2.32

Apple Application Support 2.3.2

iPod Updater Library 10.0d2

CD Driver 2.2.3.0

CD Driver DLL 2.1.3.1

Apple Mobile Device 6.0.1.3

Apple Mobile Device Driver not found.

Bonjour 3.0.0.10 (333.10)

Gracenote SDK 1.9.6.502

Gracenote MusicID 1.9.6.115

Gracenote Submit 1.9.6.143

Gracenote DSP 1.9.6.45

iTunes Serial Number

Current user is not an administrator.

The current local date and time is 2012-11-30 10:07:22.

iTunes is not running in safe mode.

WebKit accelerated compositing is enabled.

HDCP is not supported.

Core Media is supported.

Video Display Information

NVIDIA, NVIDIA GeForce GTS 240

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

No external plug-ins installed.

Genius ID:

iPodService 11.0.0.163 (x64) is currently running.

iTunesHelper 11.0.0.163 is currently running.

Apple Mobile Device service 3.3.0.0 is currently running.

Posted on Nov 30, 2012 3:01 AM

111 replies

Zer0Evil

Level 1

0 points

Dec 6, 2012 2:04 PM in response to gn_id

This exactly fixed my issue. Thank You.

mfranca

Level 1

6 points

Dec 6, 2012 4:18 PM in response to gn_id

Did not work for me. iTunes still freezing up, only works in Safe Mode. What was the software you used to run the tests?

Thanks.

stevnim

Level 1

4 points

Dec 6, 2012 4:45 PM in response to polydorus

Thank you! The fix worked for me also.

Lou-ICE

Level 1

0 points

Dec 6, 2012 7:32 PM in response to gn_id

WOO - HOO!! That worked like a charm!

Great detective work! Thanks so much for that fix. VERY appreciated!

No need now for me to coordinate with the Apple engineer . . .

gn_id

Level 1

10 points

Dec 6, 2012 9:07 PM in response to polydorus

Actually, it might still be worth it to let Apple support/engineering know in case they can modify iTunes to handle both scenarios so folks don't have to go through this fix. Glad it's working for most folks.

@mfranca

The tool mentioned by myself and others on this thread is procmon - you can download it here:

http://technet.microsoft.com/en-us/sysinternals/bb896645.aspx

If you run the tool and filter on itunes.exe it should help you narrow down things. If you see access denied while itunes is attempting to open the t2embed.dll file that means the disable FixIt icon didn't work. Hope that helps...

DLMouse

Level 1

0 points

Dec 8, 2012 9:05 PM in response to gn_id

I just installed the iTunes update. Every time I went to the store, it wouldn't work and iTunes would close. I tried this fix and it worked! Thank you gn_id!

Dec 9, 2012 7:05 PM in response to polydorus

Disabling the fix worked for me as well. Shows that we pay attention to security issues on our machines. 🙂

Lou-ICE

Level 1

0 points

Dec 10, 2012 5:50 PM in response to gn_id

gn_id

I spoke with the Apple engineer a few days back for closure. They are aware of the issue and deciding on how best to proceed on it.

Thanks again for your work on it!

IGP4

Level 1

0 points

Dec 13, 2012 1:04 PM in response to gn_id

Well Done 🙂

This Fix works great on my system!

I had the same error every time, and no idea where the fault lay?

Thank for the tip - great working!

(http://support.microsoft.com/kb/2639417)

mfranca

Level 1

6 points

Dec 13, 2012 4:06 PM in response to gn_id

Thanks for tip on Procmon.

Installed, ran, reviewed and kept looking for any odd message while iTunes loading. Tried twice and iTunes froze as usual, but no message. On third try iTunes started working without freezing... seems to functioning OK - albeit slower than prior versions.

After two weeks of a freezing ITunes, I have no idea what happened, but now that it works (voilá as the French say)..I will not complain.

Very weird indeed.

jodivono

Level 1

0 points

Dec 23, 2012 2:47 AM in response to polydorus

Had the same issue but using the provided help it now works thanks guys

topshirt

Level 1

0 points

Dec 25, 2012 6:15 PM in response to gn_id

I can';t believe it worked.I'm greatly amaazed it was so simple and Apple couldn't or wouldn't help. I'm really grateful for the help.Thank you very much.

xelag

Level 1

0 points

Dec 28, 2012 6:24 AM in response to gn_id

Thanks!

It solves the problem! 🙂

btnm

Level 1

0 points

Jan 14, 2013 1:35 PM in response to gn_id

Same problem under Windows 7 64bits each time I open Itunes Store 11. I have downgraded to Itunes 10.7 till I found your post. GN_ID ... you are a master ! 😎

Apple should reward you for identifying the source of this bug !

Marqot

Level 1

0 points

Jan 14, 2013 2:43 PM in response to polydorus

Thank you for providing this answer! After days in searching the internet and reinstalling iTunes and related software, which didn't work: it's now owrking again. Even in Holland your solution was perfect. Thank you!!!!!

iTunes 11 crashes when opening the store - no error message