2 Replies Latest reply: Oct 10, 2013 8:15 AM by GaryR62
GaryR62 Level 1 Level 1

I've loaded iTunes onto my PC using Windows 7. The files were downloaded onto folder C:\Program Files (x86)\iTunes.


When I run the diagnostics I get the problem above.


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

Hewlett-Packard CQ2880EA


QuickTime 7.6.9

FairPlay 1.11.17

Apple Application Support 1.5.2

iPod Updater Library 10.0d2

CD Driver

CD Driver DLL

Apple Mobile Device

Apple Mobile Device Driver

Bonjour (214.3)

Gracenote SDK

Gracenote MusicID

Gracenote Submit

Gracenote DSP


iTunes Serial Number 0037ABE80C81C650


Current user is not an administrator.

The current local date and time is 2013-10-07 08:24:05.

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



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


No external plug-ins installed.


iPodService (x64) is currently running.

iTunesHelper is currently running.

Apple Mobile Device service is currently running.


**** Network Connectivity Tests ****


Network Adapter Information


Adapter Name:        {C15EA92D-2230-479F-BA1E-539A0E0B8866}

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

IP Address:   

Subnet Mask:

Default Gateway:

DHCP Enabled:      Yes

DHCP Server:

Lease Obtained:     Mon Oct 07 08:02:55 2013


Lease Expires:       Thu Oct 10 08:02:55 2013


DNS Servers:


Active Connection: LAN Connection

Connected:             Yes

Online:                    Yes

Using Modem:        No

Using LAN:             Yes

Using Proxy:           No

SSL 3.0 Support:     Enabled

TLS 1.0 Support:     Enabled


Firewall Information


Windows Firewall is on.

iTunes is NOT enabled in Windows Firewall.


Connection attempt to Apple website was successful.

Connection attempt to browsing iTunes Store was successful.

Connection attempt to purchasing from iTunes Store was successful.

Connection attempt to iPhone activation server was successful.

Connection attempt to firmware update server was unsuccessful.

The network connection timed out.

Connection attempt to Gracenote server was successful.

Last successful iTunes Store access was 2013-10-07 08:23:44.


The above shows that whilst the Windows Firewall is on, iTunes is NOT enabled in Wuindows Firewall.


The iTunes Firewall Rule exists with the iTunes.exe file expected in the above folder, which it is and yet the 'Run Diagnostics' Help suggests that it should be in the C:\Program Files\iTunes folder


Any ideas?

iPod classic, iOS 7
  • griff w Level 4 Level 4

    Hi there GaryR62,


    I would recommend taking a look at the troubleshooting steps found in the article below.


    iTunes: About the "A secure network connection could not be established" alert



    -Griff W.

  • GaryR62 Level 1 Level 1

    Hi Griff W,


    Thanks for the link.


    Sadly, I've not been able to resolve my problem, but at least I now know:-

    a) Date & Time were set

    b) The Internet Security Options SSL 3.0 & TSL 1.0 were both selected

    c) Security Software was provide by Norton Internet Security and having had a 1.5 hour "chat" with one of their experts, he confirmed that the Inbound Firewall Rule was set up correctly (I knew that anyway) and after disabling Norton completely, the problem still existed and therefore the problem was not with the Norton software. He did then suggest that I contact either a Microsoft or iTunes expert. Wise words!!

    d) Successfully tested the basic connectivity between two devices i.e. Ping successful

    e) After logging in as as Administrator and running telnet, was unable to connect to host (iTunes). Thereby hangs my problem.


    I'll continue looking through the other links from your suggested document, otherwise it's Microsoft or iTunes, I guess