6 Replies Latest reply: Dec 12, 2012 3:17 AM by Ingo2711
krunal750 Level 1 Level 1 (0 points)

my computer unable to connect itunes server,even itune help is also not connect to server

the massage will be "iTunes Help is unavailable because your computer isn’t connected to the Internet.


iPhone 4S, iOS 6.0.1
  • Ingo2711 Level 6 Level 6 (19,820 points)

    Did you check your security software settings?

    iTunes: Troubleshooting security software issues

  • krunal750 Level 1 Level 1 (0 points)

    ya i checked ,and i allow software to assess internet,but in itune diagnostics show " secure link to itune store failed "

     

    kindly solve prob..bcose i coun't download for my iphone 4s

  • Ingo2711 Level 6 Level 6 (19,820 points)

    3. Configure your security software

    After updating your security software, configure it correctly to allow iTunes to contact Apple. The steps used to properly configure the security software will vary, and to find the exact steps, visit the manufacturer's support website or otherwise contact them for assistance. 

    Useful information for configuring your security software:

    IMPORTANT: iTunes must be allowed to contact Apple using the following ports and servers:

    • port 80
    • port 443
    • phobos.apple.com, deimos3.apple.com, albert.apple.com, gs.apple.com, itunes.apple.com, ax.itunes.apple.com

    For a more complete list of ports used by Apple products see "Well known" TCP and UDP ports used by Apple software products. iTunes also contacts VeriSign servers during an iPhone restore and activation:

    • evintl-ocsp.verisign.com
    • evsecure-ocsp.verisign.com

    For more information see iOS: Resolving update and restore alert messages.

    4. Temporarily disable or uninstall your security software

    If the current available version of your security software is incompatible with iTunes, you can disable the security software and test if it is the source of the issue.  However, a temporary deinstallation might be required because parts of some security software remain active in the background though they appear to be deactivated. Only temporarily uninstall security software after making sure you can reinstall it and have noted any required licenses.

    To reduce any security risks that security software is designed to prevent, consider making sure all files needed to reinstall it are available and disconnect network connections before uninstalling security software. Should this not be possible, such as updating or restoring an iOS device, that required step should be the only process completed without security software. For assistance in checking your configuration, disabling, or uninstalling your security software, please contact the manufacturer.

    Once disabled or uninstalled, perform only the steps required to verify your issue has been resolved. Complete whatever update, restore, syncing, back up, activation, or other task you were troubleshooting. Once that task is complete, install and configure compatible security software to ensure your computer is protected.

    Did you check all those settings? Are you running the latest version of iTunes? Is your Windows up to date?

  • krunal750 Level 1 Level 1 (0 points)

    dear sir, i was stopped my security firewall and then restart the itune and try to connect but still coudt connect .in diagnostics shows "secure link to itune store failed "

  • krunal750 Level 1 Level 1 (0 points)

    in diagnostics report

     

    Microsoft Windows 7 x64 Home Basic Edition (Build 7600)

    Dell Inc. Inspiron 1545

    iTunes 11.0.0.163

    QuickTime not available

    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 00DABA000B0C13D0

     

    Current user is not an administrator.

    The current local date and time is 2012-12-12 11:43:11.

    iTunes is not running in safe mode.

    WebKit accelerated compositing is enabled.

    HDCP is supported.

    Core Media is supported.

     

    Video Display Information

     

    Intel Corporation, Mobile Intel(R) 4 Series Express Chipset Family

    Intel Corporation, Mobile Intel(R) 4 Series Express Chipset Family

     

     

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

     

    No external plug-ins installed.

     

    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.

     

    **** Network Connectivity Tests ****

     

    Network Adapter Information

     

    Adapter Name:    {A21769EE-B8FA-43A8-ACC9-8B4AC6B200C6}

    Description:    Microsoft Virtual WiFi Miniport Adapter #2

    IP Address:    0.0.0.0

    Subnet Mask:    0.0.0.0

    Default Gateway:    0.0.0.0

    DHCP Enabled:    No

    DHCP Server:   

    Lease Obtained:    Wed Dec 31 16:00:00 1969

     

    Lease Expires:    Wed Dec 31 16:00:00 1969

     

    DNS Servers:   

     

    Adapter Name:    {61D7CACF-EC6D-4ED3-BAE8-0FE3AC647BFF}

    Description:    Dell Wireless 1397 WLAN Mini-Card

    IP Address:    192.168.1.5

    Subnet Mask:    255.255.255.0

    Default Gateway:    192.168.1.1

    DHCP Enabled:    Yes

    DHCP Server:    192.168.1.1

    Lease Obtained:    Wed Dec 12 09:36:06 2012

     

    Lease Expires:    Thu Dec 13 09:36:06 2012

     

    DNS Servers:    192.168.1.1

     

    Adapter Name:    {27D403C7-FE78-4FBE-B11B-6D449ACA2B11}

    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 16:00:00 1969

     

    Lease Expires:    Wed Dec 31 16:00:00 1969

     

    DNS Servers:   

     

    Adapter Name:    {EAB5F805-06F2-4343-AB41-C1BB2A0028F5}

    Description:    Marvell Yukon 88E8040 PCI-E Fast Ethernet 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:    Wed Dec 31 16:00:00 1969

     

    Lease Expires:    Wed Dec 31 16:00:00 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 off.

     

    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.

    The network connection timed out.

    iTunes has never successfully accessed the iTunes Store.

  • Ingo2711 Level 6 Level 6 (19,820 points)

    Maybe you should try to remove and reinstall iTunes and all Apple related software, explained in this article:

    Removing and reinstalling iTunes, QuickTime, and other software components for Windows Vista or Windows 7