7 Replies Latest reply: Feb 24, 2013 1:42 PM by Abdurr96
Abdurr96 Level 1 Level 1 (0 points)

I have updated and installed to the latest iTunes and it keeps saying I'm not connected to the Internet when I clearly am. How can I fix this???


iPhone 4, iOS 6.1.2
  • 1. Re: Why won't my iTunes connect to the Internet?
    polydorus Level 6 Level 6 (11,950 points)

    The first step is to run your network connectivity tests.

     

    iTunes>>Help>>Run Diagnostics. Select network connectivity tests. (you don't need the other test for this)

     

    Copy to clipboard and paste the result into your next post.

     

    You can remove serial numbers.

  • 2. Re: Why won't my iTunes connect to the Internet?
    laepelba Level 1 Level 1 (0 points)

    I have tried these steps (I installed 11.0.2.26 this week and my iTunes tells me it doesn't have connection to the internet).  I have NOT tried to sync my iPod or iPhone for fear of more problems.  The device connectivity tests all work fine, except when I get to the step that says to connect the ipod or ipad or iphone that is having trouble.  I am NOT having trouble and do not want to do so, so I will not connect a device to it. 

     

    Here are the messages I get in the final screen:

     

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

    LENOVO 1037

    iTunes 11.0.2.26

    QuickTime 7.7.3

    FairPlay 2.3.31

    Apple Application Support 2.3.3

    iPod Updater Library 10.0d2

    CD Driver 2.2.3.0

    CD Driver DLL 2.1.3.1

    Apple Mobile Device 6.1.0.13

    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 xxxxxxxxxxxxxxxxxxxx

     

    Current user is not an administrator.

    The current local date and time is 2013-02-23 08:17:57.

    iTunes is not running in safe mode.

    WebKit accelerated compositing is enabled.

    HDCP is supported.

    Core Media is supported.

     

    Video Display Information

     

    Intel Corporation, Intel(R) HD Graphics Family

     

     

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

     

    No external plug-ins installed.

     

    Genius ID: adf5e18ef36ca8937b9c32a580c4f3f7

     

    **** Network Connectivity Tests ****

     

    Network Adapter Information

     

    Adapter Name:    {DB8D0460-68B3-489C-9AFA-B54E2D416BC3}

    Description:    Atheros AR9285 Wireless Network Adapter

    IP Address:    192.168.2.2

    Subnet Mask:    255.255.255.0

    Default Gateway:    192.168.2.1

    DHCP Enabled:    Yes

    DHCP Server:    192.168.2.1

    Lease Obtained:    Sat Feb 23 07:51:23 2013

     

    Lease Expires:    Sat Feb 23 07:51:22 2013

     

    DNS Servers:    192.168.2.1

     

    Adapter Name:    {5E7EBD2F-D3AB-4495-B87D-1D8BFD305974}

    Description:    Atheros AR8152/8158 PCI-E Fast Ethernet Controller (NDIS 6.20)

    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 19:00:00 1969

     

    Lease Expires:    Wed Dec 31 19:00:00 1969

     

    DNS Servers:   

     

    Adapter Name:    {3B135D36-E56C-4AAE-8186-69E4BFC4B51B}

    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 19:00:00 1969

     

    Lease Expires:    Wed Dec 31 19:00:00 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 NOT enabled in Windows Firewall.

     

    Connection attempt to Apple web site was unsuccessful.

    An unknown error occurred (-3212).

    Basic connection to the store failed.

    An unknown error occurred (-3212).

    Connection attempt to Gracenote server was successful.

    An unknown error occurred (-3212).

    Last successful iTunes Store access was 2013-02-18 18:13:00.

     

     

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

     

    No drivers in LowerFilters.

    UpperFilters: GEARAspiWDM (2.2.3.0),

     

    F: Slimtype DVD A  DS8A5SH, Rev XL63

    Audio CD in drive.

    Found 11 songs on CD, playing time 48:08 on Audio CD.

    Track 1, start time 00:02:00

    Track 2, start time 04:10:17

    Track 3, start time 09:49:46

    Track 4, start time 15:12:05

    Track 5, start time 18:26:49

    Track 6, start time 24:18:09

    Track 7, start time 27:04:54

    Track 8, start time 31:52:60

    Track 9, start time 36:31:02

    Track 10, start time 39:13:70

    Track 11, start time 41:42:69

    Audio CD reading succeeded.

    Get drive speed succeeded.

    The drive CDR speeds are:   8 16 24 32 40.

    The drive CDRW speeds are:   8.

    The drive DVDR speeds are:   8.

    The drive DVDRW speeds are:   8.

     

     

     

    **** Device Connectivity Tests ****

     

    iPodService 11.0.2.26 (x64) is currently running.

    iTunesHelper 11.0.2.26 is currently running.

    Apple Mobile Device service 3.3.0.0 is currently running.

     

    Universal Serial Bus Controllers:

     

    Intel(R) 6 Series/C200 Series Chipset Family USB Enhanced Host Controller - 1C26.  Device is working properly.

    Intel(R) 6 Series/C200 Series Chipset Family USB Enhanced Host Controller - 1C2D.  Device is working properly.

     

    No FireWire (IEEE 1394) Host Controller found.

     

    Most Recent Devices Not Currently Connected:

     

    iPod classic running firmware version 2.0.4

    Serial Number:    xxxxxxxxxxxxxxx

     

    iPhone 4S running firmware version 6.1.1

    Serial Number:    xxxxxxxxxxxxxxx

     

    iPad 2 (GSM) running firmware version 5.1.1

    Serial Number:    xxxxxxxxxxxxxxx

     

    **** Device Sync Tests ****

     

    No iPod, iPhone, or iPad found.

  • 3. Re: Why won't my iTunes connect to the Internet?
    polydorus Level 6 Level 6 (11,950 points)

    The unknown error message is not very helpful.

    There seems to be a general blocking and blocking immediately after an update can be due to security software not recognizing the new version.

     

    Which security software are you using?

     

    I notice that the Windows firewall is shown as on but that iTunes is not enabled. This could be the problem but it could also me misleading because the message that the Windows firewall is on may not be true so need to check if you are actually using windows firewall.

     

    My diagnostics show the windows firewall on but I am using Norton not the windows firewall.

  • 4. Re: Why won't my iTunes connect to the Internet?
    laepelba Level 1 Level 1 (0 points)

    THANK YOU!!  It worked.  (I have Norton & had to change the firewall settings.)

  • 5. Re: Why won't my iTunes connect to the Internet?
    bc605885 Level 1 Level 1 (10 points)

    Thank you for pointing the way to a firewall issue. After updating to 11.0.2.26 iTunes could not connect to the store (error -3212). I have Norton 360 and I had to go to Settings >> Firewall >> Program Rules, then find iTunes in the list and select "Allow" in the Access dropdown.

     

    Thanks so much for your help.

  • 6. Re: Why won't my iTunes connect to the Internet?
    polydorus Level 6 Level 6 (11,950 points)

    Thanks for the feedback

     

    Norton really should not casue this problem. I have Norton and upgraded without having a problem. I think iTunes should be on a list of trusted programs.

     

    There is this on adding to the trusted applications list:

    https://community.norton.com/t5/Norton-360/Adding-to-the-trusted-applications-li st/td-p/206604

  • 7. Re: Why won't my iTunes connect to the Internet?
    Abdurr96 Level 1 Level 1 (0 points)

    Microsoft Windows Vista Home Premium Edition Service Pack 1 (Build 6001)

    Hewlett-Packard Compaq Presario C700 Notebook PC

    iTunes 10.7.0.21

    QuickTime 7.6.9

    FairPlay 2.2.19

    Apple Application Support 2.2.2

    iPod Updater Library 10.0d2

    CD Driver 2.2.3.0

    CD Driver DLL 2.1.3.1

    Apple Mobile Device 6.0.0.59

    Apple Mobile Device Driver 1.62.0.0

    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 xxxxxxxxxxxxx

    Current user is not an administrator.

    The current local date and time is 2013-02-24 21:36:01.

    iTunes is not running in safe mode.

    WebKit accelerated compositing is enabled.

    HDCP is not supported.

    Core Media is supported.

    Video Display Information

    Intel Corporation, Mobile Intel(R) 965 Express Chipset Family

    Intel Corporation, Mobile Intel(R) 965 Express Chipset Family

     

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

    No external plug-ins installed.

    iPodService 10.7.0.21 is currently running.

    iTunesHelper 10.7.0.21 is currently running.

    Apple Mobile Device service 3.3.0.0 is currently running.

    **** Network Connectivity Tests ****

    Network Adapter Information

    Adapter Name: {4B843782-FD1E-4042-BFEE-9CB323763BF5}

    Description: Atheros AR5007 802.11b/g WiFi Adapter

    IP Address: xxxxxxxxxxxxx

    Subnet Mask: xxxxxxxxxxxxxxx

    Default Gateway: 192.168.1.1

    DHCP Enabled: Yes

    DHCP Server: 192.168.1.1

    Lease Obtained: Sun Feb 24 21:15:48 2013

    Lease Expires: Thu Feb 28 21:15:48 2013

    DNS Servers: 192.168.1.1

    Adapter Name: {1B476100-CBD2-4DB2-B7ED-0C4B02C3BD76}

    Description: Realtek RTL8139/810x Family Fast Ethernet NIC

    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 01 00:00:00 1970

    Lease Expires: Thu Jan 01 00:00:00 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 NOT enabled in Windows Firewall.

    Connection attempt to Apple web site was unsuccessful.

    The network connection was refused.

    Basic connection to the store failed.

    The network connection was refused.

    Connection attempt to Gracenote server was successful.

    The network connection was refused.

     

    Last successful iTunes Store access was 2012-05-16 20:26:07.

     

    i have noticed windows firewall says not enabled but it is, i have no security software installed either... help?