1 Reply Latest reply: May 16, 2013 7:52 AM by sterling r
Gradesetter Level 1 Level 1

Tried all support options any other thoughts?

Windows XP
  • sterling r Community Specialists Community Specialists

    Hello Gradesetter,


    I was looking into our resources to try and find a way to troubleshoot not being able to connect to the iTunes Store and found another article for troubleshooting the issue. It is called iTunes: Advanced iTunes Store troubleshooting found here http://support.apple.com/kb/TS3297.



    Isolate the issue: (Mac OS X, Windows, iOS)

    1. Make sure the issue is with the iTunes Store only. (You need an Internet connection to access the iTunes Store).
      • Open a secure website to test if you are online as is necessary for the iTunes Store. This also tests if the main ports 80 and 443 are accessible. If the website works but the iTunes Store does not, it is most likely a firewall blocking the iTunes software or servers. If this is the case, follow the steps in the "Blocked by software firewall" section below.
    2. Test using another device.
      • If possible, another device, ideally on a different network, would help troubleshooting any iTunes Store issues most efficiently. If another device on another network has issues, the iTunes Store may be undergoing maintenance, and will be available soon.
    3. Test using another network.
      • Connect your computer or device to another network and testing helps determine the next step. This is also helpful if multiple devices are affected.
      • If your device can connect to Wi-Fi and a cellular network, larger downloads may not be possible over the cellular network.
      • If the issue disappears while connected to another network, you may need to work with your support options to open access to:
        • itunes.apple.com
        • ax.itunes.apple.com
        • ax.init.itunes.apple.com
        • albert.apple.com
        • gs.apple.com
        • ax.phobos.apple.com.edgesuite.net
        • mzstatic.com
      • Note: iTunes may use the fully qualified version of these addresses for additional security.
    4. iTunes uses well known ports and these ports may need to be opened for iTunes: 80, 443, 3689, 5297, 5298, 5353, 8000-8999, and 42000-42999.
    5. It is critical that your date, time, and time zone be correct:
      • Windows:
        1. Click Start and then click Control Panel.
        2. Click "Date, Time, Language, and Regional Options" and then click Date and Time.
        3. Click the Date & Time tab.
        4. Make sure that the date and time settings are configured to use the current date and time and then click OK.
    6. Remove any restrictions that may be causing the issue:
      • Windows:
        1. It is recommended you use iTunes from an administrator account.
        2. Refer to the Help documentation from Microsoft, contact your IT department, or visitsupport.microsoft.com for more information.
        3. You can also check using iTunes Diagnostics if you are recognized as an administrator by iTunes.


    Take care,