iTunes 11 crashes when I open the store.

Yep, same problem here, as thousands have had. I have found no solution. Things I tried:

1. Remove all Apple software from computer, all hints of iTunes from hard drive, run a registry cleaner to clean anything Apple or iTunes out of the registry, move my iTunes library out of the way so it creates a new iTunes library from scratch, reinstall, re-enter my Apple ID and password. No change in behavior.

2. Shut down Windows Firewall and Windows Security Essentials to verify neither was blocking iTunes. No change.

3. Run in compatibility mode. No change.

4. Run as another user. No change.

5. Run as an administrative user. No change.

6. Run in 'safe' mode. No change.

7. Remove all traces of Apple software from my computer once *again*, including the iTunes library, and install version 10.7 of iTunes. It, too, crashed upon going to the Apple store.

8. Removed all software from startup except that needed to run the system, including Skype, Steam, various HP services, etc. No change. Still crashed upon going to the Apple store.

The baffling thing is that iTunes was operating correctly until the last Windows update bundle that fixed several security issues where invalid data was being passed into the kernel unchecked and could allow viruses to attack the system. The only thing I can think of is that iTunes has a buggy API call in it that provides invalid data to Windows that is now detected by the new checks. Note that no -- zero -- other programs that I use were affected by that last Windows update bundle, just iTunes.

SFC SCANNOW did nothing, as did netsh winsock reset. Now I'm trying a .NET 4.5 repair...

Oh, the exact error from the Windows event logs:

Faulting application name: iTunes.exe, version: 11.0.5.5, time stamp: 0x520e4d27

Faulting module name: KERNELBASE.dll, version: 6.1.7601.18015, time stamp: 0x50b83c8a

Exception code: 0xc06d007e

Fault offset: 0x0000c41f

Faulting process id: 0x1788

Faulting application start time: 0x01ce9e333c2102d3

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

Faulting module path: C:\Windows\syswow64\KERNELBASE.dll

Report Id: 7cdd0637-0a26-11e3-a50f-28924ad32ac2

This is an exception that's specific to Microsoft Visual C++, facility code 0x6d. The error code is 0x007e (126), ERROR_MOD_NOT_FOUND, "The specified module could not be found". This exception is raised when a delay-loaded DLL cannot be found. The problem is that kernelbase.dll is indeed located at that location...

Update: The .Net 4.5 repair didn't work. According to the Microsoft technical support site, the error involved is when a delayed-load library cannot be located in the path. This indicates that the program is not properly setting a search path for *something*... next up would be to attach a debugger to the program, but I'm not sure I care enough. I'll just buy music from Amazon.

I tried uninstall windows update, but not work.

In fact, according windbg, WebKit.dll cause that.

Just installed Safari which uses WebKit.dll and Safari works fine but iTunes does not. Also just installed Quicktime in case there was some component that iTunes uses that needed Quicktime, Quicktime works fine, again, but iTunes does not. There's clearly something broken in iTunes that causes it to not work correctly on a high-end laptop on which every other piece of Windows software works fine, But good luck getting Apple to admit it, they're even more obnoxious and secretive than Microsoft and want you to pay money to diagnose the fact that their software is broken and, based on the number of cases of that exception that I can find via a Google search, has been broken for literally years on many Windows configurations (there has never -- *EVER* -- been anybody posting that they got their iTunes to work after seeing the error that I mention above and doing the things I've already done).

My configuration: Windows 7 Professional on an HP Envy 17 (Sandy Bridge) with 16GB of memory, 2.8Ghz processor, AMD discrete video and Intel embedded video, using AMD's latest device driver (with their proprietary mode-switching). Problem happens whether I tell the AMD mode switching driver to run iTunes in "Power Saving" (embedded video) or "Performance" (discrete) graphics so it appears to be unrelated to the video driver (since in "Power Saving" mode the Intel driver is used). Unfortunately you cannot disable either video mode entirely on this laptop. The disk drives are a 500GB Micron M4 SSD and 750GB Hybrid, i.e., very fast. This is a very high end desktop replacement laptop and other than the original SSD failing (and being replaced by the Micron, Samsung had not at the time brought out their own high-end 500GB SSD) has been very reliable. So the behavior of iTunes is baffling... especially since it does it with a *blank* iTunes library as well as with a restore from a three-weeks-old backup and of course the original iTunes library.

I have exact exception code in the event log as you. I've searching around and found no solution, it is real fustrated. Everything works fine and able to sync against the iphone, but crashes everytime when I go to the itunes store. (Already using latest itunes 11.0.5.5 and latest windows 8 patch)

Version=1

EventType=APPCRASH

EventTime=130215787752919724

ReportType=2

Consent=1

UploadTime=130215787754970813

ReportIdentifier=eac8635e-0a84-11e3-bea7-5c514f0f90b4

IntegratorReportIdentifier=eac8635d-0a84-11e3-bea7-5c514f0f90b4

WOW64=1

NsAppName=iTunes.exe

Response.BucketId=1871baf5a87b1c211cf58d7dbb125a35

Response.BucketTable=1

Response.LegacyBucketId=-523487756

Response.type=4

Sig[0].Name=Application Name

Sig[0].Value=iTunes.exe

Sig[1].Name=Application Version

Sig[1].Value=11.0.5.5

Sig[2].Name=Application Timestamp

Sig[2].Value=520e4d27

Sig[3].Name=Fault Module Name

Sig[3].Value=KERNELBASE.dll

Sig[4].Name=Fault Module Version

Sig[4].Value=6.2.9200.16451

Sig[5].Name=Fault Module Timestamp

Sig[5].Value=50988950

Sig[6].Name=Exception Code

Sig[6].Value=c06d007e

Sig[7].Name=Exception Offset

Sig[7].Value=00014b32

DynamicSig[1].Name=OS Version

DynamicSig[1].Value=6.2.9200.2.0.0.256.103

DynamicSig[2].Name=Locale ID

DynamicSig[2].Value=1033

DynamicSig[22].Name=Additional Information 1

DynamicSig[22].Value=5861

DynamicSig[23].Name=Additional Information 2

DynamicSig[23].Value=5861822e1919d7c014bbb064c64908b2

DynamicSig[24].Name=Additional Information 3

DynamicSig[24].Value=f3d5

DynamicSig[25].Name=Additional Information 4

DynamicSig[25].Value=f3d5be0cad2787556264647dc02181c3

UI[2]=C:\Program Files (x86)\iTunes\iTunes.exe

UI[3]=iTunes has stopped working

UI[4]=Windows can check online for a solution to the problem.

UI[5]=Check online for a solution and close the program

UI[6]=Check online for a solution later and close the program

UI[7]=Close the program

LoadedModule[0]=C:\Program Files (x86)\iTunes\iTunes.exe

LoadedModule[1]=C:\Windows\SYSTEM32\ntdll.dll

LoadedModule[2]=C:\Windows\SYSTEM32\KERNEL32.DLL

LoadedModule[3]=C:\Windows\SYSTEM32\KERNELBASE.dll

LoadedModule[4]=C:\Windows\WinSxS\x86_microsoft.windows.common-controls_6595b641 44ccf1df_6.0.9200.16579_none_8937eec6860750f5\COMCTL32.dll

LoadedModule[5]=C:\Windows\SYSTEM32\SHLWAPI.dll

LoadedModule[6]=C:\Windows\SYSTEM32\USER32.dll

LoadedModule[7]=C:\Windows\SYSTEM32\ADVAPI32.dll

LoadedModule[8]=C:\Windows\SYSTEM32\SHELL32.dll

LoadedModule[9]=C:\Windows\SYSTEM32\msvcrt.dll

LoadedModule[10]=C:\Windows\SYSTEM32\GDI32.dll

LoadedModule[11]=C:\Windows\SYSTEM32\sechost.dll

LoadedModule[12]=C:\Windows\SYSTEM32\RPCRT4.dll

LoadedModule[13]=C:\Windows\SYSTEM32\combase.dll

LoadedModule[14]=C:\Windows\SYSTEM32\SspiCli.dll

LoadedModule[15]=C:\Windows\SYSTEM32\CRYPTBASE.dll

LoadedModule[16]=C:\Windows\SYSTEM32\bcryptPrimitives.dll

LoadedModule[17]=C:\Windows\system32\IMM32.DLL

LoadedModule[18]=C:\Windows\SYSTEM32\MSCTF.dll

LoadedModule[19]=C:\Program Files (x86)\iTunes\iTunes.dll

LoadedModule[20]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\AVFoundationCF.dll

LoadedModule[21]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\CoreAudioToolbox.dll

LoadedModule[22]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\CFNetwork.dll

LoadedModule[23]=C:\Windows\SYSTEM32\COMDLG32.dll

LoadedModule[24]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\CoreFoundation.dll

LoadedModule[25]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\CoreGraphics.dll

LoadedModule[26]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\CoreMedia.dll

LoadedModule[27]=C:\Windows\WinSxS\x86_microsoft.windows.gdiplus_6595b64144ccf1d f_1.1.9200.16518_none_ba1cf6b7e09f1918\gdiplus.dll

LoadedModule[28]=C:\Program Files (x86)\iTunes\GNSDK_DSP.DLL

LoadedModule[29]=C:\Program Files (x86)\iTunes\GNSDK_MUSICID.DLL

LoadedModule[30]=C:\Program Files (x86)\iTunes\GNSDK_SDKMANAGER.DLL

LoadedModule[31]=C:\Program Files (x86)\iTunes\GNSDK_SUBMIT.DLL

LoadedModule[32]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\libicuin.dll

LoadedModule[33]=C:\Windows\SYSTEM32\IPHLPAPI.DLL

LoadedModule[34]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\libdispatch.dll

LoadedModule[35]=C:\Windows\SYSTEM32\MSIMG32.dll

LoadedModule[36]=C:\Windows\SYSTEM32\ODBC32.dll

LoadedModule[37]=C:\Windows\SYSTEM32\ole32.dll

LoadedModule[38]=C:\Windows\SYSTEM32\OLEAUT32.dll

LoadedModule[39]=C:\Windows\SYSTEM32\OLEACC.dll

LoadedModule[40]=C:\Windows\SYSTEM32\PSAPI.DLL

LoadedModule[41]=C:\Windows\SYSTEM32\VERSION.dll

LoadedModule[42]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\QuartzCore.dll

LoadedModule[43]=C:\Windows\SYSTEM32\RICHED20.dll

LoadedModule[44]=C:\Windows\SYSTEM32\SETUPAPI.dll

LoadedModule[45]=C:\Windows\SYSTEM32\USERENV.dll

LoadedModule[46]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\WebKit.dll

LoadedModule[47]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\JavaScriptCore.dll

LoadedModule[48]=C:\Windows\SYSTEM32\WININET.dll

LoadedModule[49]=C:\Windows\SYSTEM32\WINMM.dll

LoadedModule[50]=C:\Windows\SYSTEM32\WINTRUST.dll

LoadedModule[51]=C:\Windows\SYSTEM32\WS2_32.dll

LoadedModule[52]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\ApplePushService.dll

LoadedModule[53]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\MediaToolbox.dll

LoadedModule[54]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\VideoToolbox.dll

LoadedModule[55]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\CoreVideo.dll

LoadedModule[56]=C:\Windows\WinSxS\x86_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.5 0727.6910_none_d089c358442de345\MSVCR80.dll

LoadedModule[57]=C:\Windows\SYSTEM32\DSOUND.dll

LoadedModule[58]=C:\Windows\SYSTEM32\CRYPT32.dll

LoadedModule[59]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\pthreadVC2.dll

LoadedModule[60]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\ASL.dll

LoadedModule[61]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\SQLite3.dll

LoadedModule[62]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\zlib1.dll

LoadedModule[63]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\libxml2.dll

LoadedModule[64]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\libicuuc.dll

LoadedModule[65]=C:\Windows\WinSxS\x86_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.5 0727.6910_none_d089c358442de345\MSVCP80.dll

LoadedModule[66]=C:\Windows\SYSTEM32\SHCORE.DLL

LoadedModule[67]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\objc.dll

LoadedModule[68]=C:\Windows\SYSTEM32\NSI.dll

LoadedModule[69]=C:\Windows\SYSTEM32\WINNSI.DLL

LoadedModule[70]=C:\Windows\SYSTEM32\USP10.dll

LoadedModule[71]=C:\Windows\SYSTEM32\msls31.dll

LoadedModule[72]=C:\Windows\SYSTEM32\CFGMGR32.dll

LoadedModule[73]=C:\Windows\SYSTEM32\DEVOBJ.dll

LoadedModule[74]=C:\Windows\SYSTEM32\profapi.dll

LoadedModule[75]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\WebKitQuartzCoreAdditions.dll

LoadedModule[76]=C:\Windows\SYSTEM32\d3d9.dll

LoadedModule[77]=C:\Windows\SYSTEM32\iertutil.dll

LoadedModule[78]=C:\Windows\SYSTEM32\WINMMBASE.dll

LoadedModule[79]=C:\Windows\SYSTEM32\MSASN1.dll

LoadedModule[80]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\CoreText.dll

LoadedModule[81]=C:\Windows\SYSTEM32\POWRPROF.dll

LoadedModule[82]=C:\Windows\SYSTEM32\WSOCK32.dll

LoadedModule[83]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\icudt46.dll

LoadedModule[84]=C:\Windows\SYSTEM32\dwmapi.dll

LoadedModule[85]=C:\Windows\SYSTEM32\dnssd.dll

LoadedModule[86]=C:\Windows\SYSTEM32\CRYPTSP.dll

LoadedModule[87]=C:\Windows\system32\rsaenh.dll

LoadedModule[88]=C:\Program Files (x86)\Common Files\Apple\CoreFP\CoreFP.dll

LoadedModule[89]=C:\Windows\system32\uxtheme.dll

LoadedModule[90]=C:\Program Files (x86)\Common Files\microsoft shared\ink\tiptsf.dll

LoadedModule[91]=C:\Windows\SYSTEM32\imagehlp.dll

LoadedModule[92]=C:\Program Files (x86)\iTunes\iTunes.Resources\iTunesRegistry.DLL

LoadedModule[93]=C:\Program Files (x86)\iTunes\iTunes.Resources\en.lproj\iTunesLocalized.DLL

LoadedModule[94]=C:\Program Files (x86)\iTunes\iTunes.Resources\iTunes.DLL

LoadedModule[95]=C:\Windows\SYSTEM32\WINSTA.dll

LoadedModule[96]=C:\Windows\SYSTEM32\Dxva2.dll

LoadedModule[97]=C:\Windows\SYSTEM32\MMDevAPI.DLL

LoadedModule[98]=C:\Windows\SYSTEM32\wdmaud.drv

LoadedModule[99]=C:\Windows\SYSTEM32\ksuser.dll

LoadedModule[100]=C:\Windows\SYSTEM32\AVRT.dll

LoadedModule[101]=C:\Windows\SYSTEM32\AUDIOSES.DLL

LoadedModule[102]=C:\Windows\SYSTEM32\msacm32.drv

LoadedModule[103]=C:\Windows\SYSTEM32\MSACM32.dll

LoadedModule[104]=C:\Windows\SYSTEM32\midimap.dll

LoadedModule[105]=C:\Windows\SYSTEM32\Secur32.dll

LoadedModule[106]=C:\Windows\SYSTEM32\winhttp.dll

LoadedModule[107]=C:\Windows\system32\mswsock.dll

LoadedModule[108]=C:\Windows\SYSTEM32\dhcpcsvc6.DLL

LoadedModule[109]=C:\Windows\SYSTEM32\dhcpcsvc.DLL

LoadedModule[110]=C:\Windows\SYSTEM32\clbcatq.dll

LoadedModule[111]=C:\Program Files (x86)\Common Files\Apple\Mobile Device Support\iTunesMobileDevice.dll

LoadedModule[112]=C:\Windows\SYSTEM32\sxs.dll

LoadedModule[113]=C:\Windows\SYSTEM32\Wtsapi32.dll

LoadedModule[114]=C:\Windows\SYSTEM32\WMVCORE.dll

LoadedModule[115]=C:\Windows\SYSTEM32\WMASF.DLL

LoadedModule[116]=C:\Windows\SYSTEM32\DWrite.dll

LoadedModule[117]=C:\Windows\SYSTEM32\LINKINFO.dll

LoadedModule[118]=C:\Windows\SYSTEM32\PROPSYS.dll

LoadedModule[119]=C:\Windows\SYSTEM32\ntshrui.dll

LoadedModule[120]=C:\Windows\SYSTEM32\srvcli.dll

LoadedModule[121]=C:\Windows\SYSTEM32\cscapi.dll

LoadedModule[122]=C:\Windows\SYSTEM32\ntmarta.dll

LoadedModule[123]=C:\Windows\SYSTEM32\Cryptdll.dll

LoadedModule[124]=C:\Windows\SYSTEM32\mscms.dll

LoadedModule[125]=C:\Windows\SYSTEM32\WindowsCodecs.dll

LoadedModule[126]=C:\Windows\SYSTEM32\DNSAPI.dll

LoadedModule[127]=C:\Program Files (x86)\Bonjour\mdnsNSP.dll

LoadedModule[128]=C:\Windows\System32\rasadhlp.dll

LoadedModule[129]=C:\Windows\system32\explorerframe.dll

LoadedModule[130]=C:\Windows\system32\DUser.dll

LoadedModule[131]=C:\Windows\system32\DUI70.dll

LoadedModule[132]=C:\Windows\System32\fwpuclnt.dll

LoadedModule[133]=C:\Windows\SYSTEM32\schannel.dll

LoadedModule[134]=C:\Windows\SYSTEM32\ncrypt.dll

LoadedModule[135]=C:\Windows\SYSTEM32\bcrypt.dll

LoadedModule[136]=C:\Windows\SYSTEM32\NTASN1.dll

LoadedModule[137]=C:\Windows\system32\ncryptsslp.dll

LoadedModule[138]=C:\Windows\SYSTEM32\gpapi.dll

LoadedModule[139]=C:\Windows\SYSTEM32\cryptnet.dll

LoadedModule[140]=C:\Windows\SYSTEM32\WLDAP32.dll

LoadedModule[141]=C:\Windows\SYSTEM32\igdumdim32.dll

LoadedModule[142]=C:\Windows\SYSTEM32\igdusc32.dll

State[0].Key=Transport.DoneStage1

State[0].Value=1

FriendlyEventName=Stopped working

ConsentKey=APPCRASH

AppName=iTunes

AppPath=C:\Program Files (x86)\iTunes\iTunes.exe

NsPartner=windows

NsGroup=windows8

What is frustrating is that this same issue has been happening for *years*, just search for 'KERNELBASE.dll' on this support site , and nobody has ever had a solution for it.

I've just found this post https://discussions.apple.com/thread/5252101?answerId=22780163022#22780163022 and have similar situation as them. I'm using notebook with windows 8 pro x64 & intel hd 4400 driver (3165). If I disable the driver from device manager, and switching to Microsoft Basic Display driver, then itunes works smoothly and able to go back the store without error. If I enable back the Intel HD driver, then the itunes crash again when accessing the store.

As I'm using notebook, I don't have previous Intel HD driver to test with iTunes.

Excellent, Lionhartz. I just downgraded my drivers (both Intel HD and AMD, since it's an integrated driver on my laptop) and it works again. Why upgrading the Intel HD driver will crash iTunes but no other program eludes me, but then, nobody ever accused iTunes of being a well-written program.

Regarding downgrading, check your notebook manufacturer's web site. Usually drivers provided there are older than those available on Intel/AMD's web site.

I can confirm that it's happening on another laptop with the intel HD Graphics 4000 driver. This issue didn't seem to happen for me until about a month ago.

Is there any formal channel to report this problem to Apple?

After using 'procmon.exe' downloaded from sysinternals to capture events generated by iTunes, it showed that it is unable to load 'QTMovieWin.dll'. For my case, I added 'c:\program files (x86)\common files\apple\apple application support\' to the system path variable, finally it works without downgrading the display driver.

I roll back Intel HD 4000 graphic driver from 15319(9.18.10.3165) to 152812(9.17.10.2932), now iTunes work fine.

But I upgraded new driver 2 month ago, then this issue come from 2 days ago.

That's really ***.

Excellent work tracking this down, lionhartz. I am suspecting that downgrading the display driver to a less capable version simply makes iTunes not use Quicktime (i.e. uses a simpler page), rather than actually fixing the problem. Your system path variable workaround isn't the correct fix (Apple should be setting the correct paths on application startup rather than requiring something external, they can read MSDN if they can't figure that out 🙂). But at least if I want to roll forward to a better driver (which I had done because the newer drivers will switch between internal and discrete graphics based on whether the laptop is plugged in or not, giving me more battery power when not plugged in) I know how to get iTunes working again.

Hunreal, my guess is that Apple recently added something to the iTunes Store homepage displayed in iTunes (which is downloaded from Apple's iTunes store web server every time you go to the store) that, if an appropriately full-featured video driver is found, will fire off a Quicktime video using that DLL. Or would if that DLL was in the path. Which is why the problem only showed up recently despite the fact that I had been running the new drivers for a couple of months.

It's WebKit.dll in my case, even though windows error report showed faulting module is KERNELBASE.dll.

Crash while webkit.dll is calling WebKit!WebCore::ShadowTree::removeAllShadowRoots.

I think that's something needed graphics adapter to process, but fault. Maybe driver's fault, or webkit engine fault, not sure.

I hope apple developer can response this topic.

BTW, I can't switch itunes to use nvidia graphic adapter. I tried setup in nvidia control panel to force itunes to use nvidia graphics processor, or right click itunes then choose nvidia to run, but both them are still crash. I have to downgrade Intel graphics driver.

Lenovo W530 laptop with nvida k2000m and intel hd graphics 4000

Downgrade Intel's driver definitely solved my problem!

I'm using a Lenovo Z480 (3rd Generation Intel Core i5 with Intel HD 4000) with Windows 8 x64 and all the drivers updated, and every update from Windows Update installed.

I was using Driver 15.31.9.64.3165, but iTunes (Version 11.0.5.5) didn't let me open the Store, and also crashed every time i tried to open any iTunes LP.

After downgrading to the original driver from Lenovo's Support Page (9.17.10.2817), iTunes started to work completely!!!

Thanks!!!