7 Replies Latest reply: Sep 9, 2013 11:52 PM by buchi829
AppleBasketCase Level 1 (0 points)

For at least the last 36 hours I have been unable to download updates from the itunes server for either itunes itself, or for iOS for my iphone (I need this since I am locked out of my phone). I was able to get around the problem of not being able to update itunes from the itunes server by downloading 11.0.4.4 from apple.com instead, but I don't believe I can do this for the latest iOS.

 

I have tried troublshooting from the support instructions for hours with no luck. Itunes is the only program that is having internet connectivity issues. I have tried disabling windows firewall, completely uninstalling my antivirus, and logging in/running itunes as an administrator. I have purged my hosts file and made sure that LAN settings are set to auto-detect. I have rebooted my router. There are no third party programs running that filter internet connections.

 

What else can I try?

 

Specific error message:

"The itunes update server could not be contacted. Please check your internet connection, or try again later."

 

System Information:

I am running Windows 7 Ultimate 64-bit SP1.

I am using Itunes 11.0.4.4, but was having the same problem on 11.0.2.

 

Network Diagnostic:

 

Network devices detected:

TAP-Win32 Adapter V9

Realtek PCIe GBE Family Controller

 

Network Connectivity:

Network interfaces verified

 

iTunes Store connectivity:

Internet connection verified.

Secure link to iTunes Store failed

One or more tests failed.

 

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

System manufacturer System Product Name

iTunes 11.0.4.4

QuickTime 7.7.3

FairPlay 2.4.14

Apple Application Support 2.3.4

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 1.64.0.0

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 0019B7800BB272F0

 

Current user is an administrator.

The current local date and time is 2013-06-06 01:30:53.

iTunes is not running in safe mode.

WebKit accelerated compositing is enabled.

HDCP is supported.

Core Media is supported.

 

Video Display Information

 

Advanced Micro Devices, Inc., ATI Radeon HD 4800 Series

 

 

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

 

No external plug-ins installed.

 

iPodService 11.0.4.4 (x64) is currently running.

iTunesHelper 11.0.4.4 is currently running.

Apple Mobile Device service 3.3.0.0 is currently running.

 

**** Network Connectivity Tests ****

 

Network Adapter Information

 

Adapter Name:    {047AE645-C178-4BCA-ADB8-1EE699E267EE}

Description:    TAP-Win32 Adapter V9

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 18:00:00 1969

 

Lease Expires:    Wed Dec 31 18:00:00 1969

 

DNS Servers:   

 

Adapter Name:    {ED9EA421-7412-4E76-A1F0-339DD75883B9}

Description:    Realtek PCIe GBE Family Controller

IP Address:    192.168.1.16

Subnet Mask:    255.255.255.0

Default Gateway:    192.168.1.1

DHCP Enabled:    Yes

DHCP Server:    192.168.1.1

Lease Obtained:    Wed Jun 05 18:27:48 2013

 

Lease Expires:    Thu Jun 06 18:27:48 2013

 

DNS Servers:    192.168.1.1

 

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 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.

Last successful iTunes Store access was 2013-04-13 13:59:00.


iTunes, Windows 7
  • iOS *08* Level 2 (245 points)
  • AppleBasketCase Level 1 (0 points)

    I have completed the Advanced iTunes Store Troublshooting workthrough and my problem persists.

     

    For reference I will detail the steps I have followed from the Advanced Support link iOS *08* provided above.

     

    Isolate the issue:

    1) the problem is with iTunes (I can connect to other secure websites, including the apple webpage + login).

    2) verified the problem is not with the network (other devices on my network can connect and download iTunes updates).

    3) I cannot resolve the problem by connecting to another network.

    4) I have created inbound and outbound rules to allow all traffic to/from ports 80, 443, 3689, 5297,  5298, 5353, 8000-8999, and 42000-42999. I have allowed these ports full access to all network types and all programs. I have also made sure that all apple products, especially itunes, are allowed in the list of windows firewall exceptions.

    5) My date, time, and timezone are correct.

    6) I am using iTunes as an administrator. I have posted the results of the diagnostic network tests above in my Original Post.

     

    Blocked by software Firewall:

    I have allowed an exception in the firewall for itunes and bonjour.

    It seems to be the case that:

    "If there's no firewall preventing access, but the iTunes Store still does not work while other Internet services (websites) work, the iTunes Store may be blocked by your configuration."

     

    Blocked By Configuration:

    I have run iTunes Diagnostics (results above) and the "Secure link to iTunes Store" section did not pass

    I opened IE, made sure I am "Never dialing a connection"

    My LAN settings are set to "Automatically detect settings"

    I do not have any proxy settings

    I have unchecked "Check for server cerificate revocation*" under Advanced IE properties

    I have enabled "Use SSL 3.0" and "Use TLS 1.0"

    I saved and restarted. Still no joy.

     

    Rebuild Network Information

    I flushed the DNS Resolver Cache

    As mentioned above I reset the host file to default, and also tried to alternate method outlined in the support document involving creatings a "Copy of hosts" file and moving, editing, and returning the file to drivers/etc.

    I then restarted.

     

    Please Help! This is getting rediculous!

  • helppleaseiamstuck Level 1 (0 points)

    Hi ABC. I have exactly the same problem and have tried the same things. Did you get it sorted in the end??

     

    Thanks

  • AppleBasketCase Level 1 (0 points)

    https://discussions.apple.com/thread/3855942?start=0&tstart=0

     

    Close your iTunes,

    Go to command Prompt -

     

    (Win 7/Vista) - START/ALL PROGRAMS/ACCESSORIES, right mouse click "Command Prompt", choose "Run as Administrator".

     

    (Win XP SP2 & above) - START/ALL PROGRAMS/ACCESSORIES/Command Prompt

     

    In the "Command Prompt" screen, type in

     

    netsh winsock reset

     

    Hit "ENTER" key

    Restart your computer.

    If you do get a prompt after restart windows to remap LSP, just click NO.

     

    Now launch your iTunes and see if it is working now.

     

    If you are still having these type of problems after trying the winsock reset, refer to this article to identify which software in your system is inserting LSP:

     

    iTunes 10.5 for Windows: May see performance issues and blank iTunes Store

    http://support.apple.com/kb/TS4123?viewlocale=en_US

    "netsh winsock reset" worked for me. I hope it works for you, because if it doesn't, I don't know! This was very frustrating and nowhere to be found in the normal Apple support tree.

  • yamaseta Level 1 (0 points)

    winsock reset didn't work for me. Nor did editing the 'hosts' file in my systems32 folder as mentioned in some other posts. I'm now trying to use Apple Software Update that is located in START>ALL PROGRAMS. That says it's upgrading me to iTunes 11.0.04. I'm hoping that will work.

     

    I can't believe how ridiculous this is. I had to format my hard drive and reinstall windows. This all worked fine previously. My real problem is that iTunes isn't recognizing my iPhone 4. Apple Support tells me to upgrade iTunes, but I have a sinking feeling that I'm going to go through all of this and still not be able to sync my phone

  • Thiyagu Level 1 (0 points)

    "netsh winsock reset" worked for me. like a breeze

  • buchi829 Level 1 (0 points)

    ummmm..... try changing the time and date of your PC to the current time.

    that worked well for me.