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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

Reply
111 replies

Nov 30, 2012 3:32 AM in response to polydorus

I get the same problem. iTunes 11 OK until using Store.


Diagnostics:

Microsoft Windows XP Professional Service Pack 3 (Build 2600)

To Be Filled By O.E.M. To Be Filled By O.E.M.

iTunes 11.0.0.163

QuickTime 7.7

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 1.63.0.0

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 0013B5500B57BE60


Current user is an administrator.

The current local date and time is 2012-11-30 11:31:04.

iTunes is not running in safe mode.

WebKit accelerated compositing is enabled.

HDCP is not supported.

Core Media is supported.


Video Display Information


NVIDIA GeForce 7025 / NVIDIA nForce 630a



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


No external plug-ins installed.


iPodService 11.0.0.163 is currently running.

iTunesHelper 11.0.0.163 is currently running.

Apple Mobile Device service 3.3.0.0 is currently running.


**** Network Connectivity Tests ****


Network Adapter Information


Adapter Name: {F958B159-26FF-4BA4-9863-9A967E26E214}

Description: Realtek RTL8188CU Wireless LAN 802.11n USB 2.0 Network Adapter - Packet Scheduler Miniport

IP Address: 192.168.0.6

Subnet Mask: 255.255.255.0

Default Gateway: 192.168.0.1

DHCP Enabled: Yes

DHCP Server: 192.168.0.1

Lease Obtained: Fri Nov 30 11:28:46 2012


Lease Expires: Fri Nov 30 12:28:46 2012


DNS Servers: 194.168.4.100

194.168.8.100


Adapter Name: {2ED49B78-6B86-4970-BFFC-D8FFF33D5837}

Description: NVIDIA nForce Networking Controller - Packet Scheduler Miniport

IP Address: 0.0.0.0

Subnet Mask: 0.0.0.0

Default Gateway:

DHCP Enabled: Yes

DHCP Server: 192.168.0.1

Lease Obtained: Mon Nov 19 14:07:22 2012


Lease Expires: Mon Nov 19 15:07:22 2012


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 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 2012-11-30 11:30:18.

Nov 30, 2012 4:18 AM in response to polydorus

Further info on the error:

DXDiag does not report any problems.

Drect Draw, Direct3D and AGP Texture acceleration arew enabled.


There is this in the Windows error log which doesn't help me:

Log Name: Application
Source: Application Error
Date: 30/11/2012 12:01:09
Event ID: 1000

Task Category: (100)

Level: Error
Keywords: Classic
User: N/A
Computer: Simon-PC

Description:

Faulting application name: iTunes.exe, version: 11.0.0.163, time stamp: 0x50b71fed

Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000

Exception code: 0xc0000005

Fault offset: 0x74e3c9f1

Faulting process id: 0x20d0

Faulting application start time: 0x01cdcef229282400

Faulting application path: C:\Program Files (x86)\iTunes\iTunes.exe

Faulting module path: unknown

Report Id: a06012d9-3ae5-11e2-aee0-842b2ba2a439



And also this "Information" event:


Log Name: Application
Source: Windows Error Reporting
Date: 30/11/2012 12:01:17
Event ID: 1001

Task Category: None

Level: Information
Keywords: Classic
User: N/A
Computer: Simon-PC

Description:

Fault bucket 3388129538, type 5

Event Name: BEX

Response: Not available

Cab Id: 0


Problem signature:

P1: iTunes.exe

P2: 11.0.0.163

P3: 50b71fed

P4: StackHash_14f3

P5: 0.0.0.0

P6: 00000000

P7: 74e3c9f1

P8: c0000005

P9: 00000008

P10:

Nov 30, 2012 7:59 AM in response to charlie116

Add me to the list. Running 32-bit Win 7 here and all is fine until I try to go to the store. At that point it crashes. Here's the Windows error info. I Googled "BEX" and it is some sort of "buffer overflow exception".


Problem signature:

Problem Event Name: BEX

Application Name: iTunes.exe

Application Version: 11.0.0.163

Application Timestamp: 50b71fed

Fault Module Name: StackHash_14f3

Fault Module Version: 0.0.0.0

Fault Module Timestamp: 00000000

Exception Offset: 00000000

Exception Code: c0000005

Exception Data: 00000008

OS Version: 6.1.7601.2.1.0.768.3

Locale ID: 1033

Additional Information 1: 14f3

Additional Information 2: 14f3e5a9c38d3367a672d8ed0769d4b9

Additional Information 3: d410

Additional Information 4: d410539e393c1bad5407687bfdcd55c1

Nov 30, 2012 10:01 AM in response to polydorus

A bit more information (following my report above) when iTunes 11 crashes. I get a Windows message:


Data Execution Prevention - Microsoft Windows

To help protect your computer, Windows has closed this program

iTunes


iTunes is running fine on my Mac, but I reall hate it having used it all day. I tried removig 11 from my PC and installing the last 10.7xx install but it could not read the updated library and would not start.

Nov 30, 2012 10:45 AM in response to polydorus

🙂 Hi P. Hope you've been keeping well.


P4: StackHash_14f3

P5: 0.0.0.0


Odd sort of results on a systemwide issue.


Can you check something for me please? Even though you're not running any plugins, could you try launching iTunes in safe mode and seeing if you can get through to the Store without the error?


(There's been a few weird issues with 10.7.0.21 that were responding to Safe mode that don't look to have entirely gone away ... wondering if that may have morphed into a Store connection thing.)

Dec 1, 2012 12:43 AM in response to b noir

Hi B noir, I haven't been around for a while so I am a bit rusty. :-)


Hope things are OK with you and the after shocks are quieting down.


Opening iTunes in safe mode did not change the problem.


A couple of minor points.

The store gets a bit further opening it from the sidebar - I see blank icons for albums before the crash, whereas opening it from the button top right only gets as far as quick links.


Also an Adele 21 video which is streamed from the store plays fine.

However going straight to and album via a link rather than the store front page also crashes.


I think it must be something in the display that upsets my PC, but I can't see any pointer to exactly what the problem is.


An old vista 32 bit laptop works fine.

iTunes 11 crashes when opening the store - no error message

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