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Secure Link to iTunes Store Failed

1828 Views 2 Replies Latest reply: Nov 10, 2013 12:08 PM by funnygirl060 RSS
jwl9186 Calculating status...
Currently Being Moderated
Nov 5, 2013 8:07 AM

Been having problems after our office upgraded our desktops with windows 7. Ran diagnostics and came up with the following. I've tried all of the fixes I came across with no luck. Any help would be nice. Thank You.



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

Dell Inc. OptiPlex 390


QuickTime not available

FairPlay 2.5.16

Apple Application Support 2.3.6

iPod Updater Library 11.1f5

CD Driver

CD Driver DLL

Apple Mobile Device

Apple Mobile Device Driver

Bonjour (333.10)

Gracenote SDK

Gracenote MusicID

Gracenote Submit

Gracenote DSP


iTunes Serial Number 001BB8480B817960


Current user is an administrator.

The current local date and time is 2013-11-05 10:50:47.

iTunes is not running in safe mode.

WebKit accelerated compositing is enabled.

HDCP is not supported.

Core Media is supported.


Video Display Information


ATI Technologies Inc., AMD RADEON HD 6350



**** 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:        {06E6E073-D52C-47B1-B338-D78041EAC800}

Description:            Realtek PCIe GBE Family Controller

IP Address:   

Subnet Mask:

Default Gateway:

DHCP Enabled:      Yes

DHCP Server:

Lease Obtained:     Tue Nov 05 06:31:12 2013


Lease Expires:       Wed Nov 06 06:31:12 2013


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 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 2013-11-05 10:49:22

iTunes, Windows 7, 64 Bit
  • matt00 Community Specialists Community Specialists (3,245 points)
    Currently Being Moderated
    Nov 7, 2013 12:27 PM (in response to jwl9186)

    Hey jwl9186,



    Thanks for the question, and thanks for including the results of your iTunes diagnostic test. From the information you provided, I see that Windows Firewall is on, and iTunes is not enabled. Let’s go ahead and enable iTunes, the following article outlines how to do so:


    How to enable iTunes in the Windows Vista and Windows 7 Firewall


    Windows 7


    To make sure that your firewall is not blocking iTunes:


    1. From the Start menu, choose Control Panel.


    2. Click System and Security and click Windows Firewall.

              Note: in the Icons View of Control Panel, click Windows Firewall.


    3. Click "Allow a program or feature through Windows Firewall."


    4. In the "Allowed Programs and Features" window, choose Change Settings.


    5. Make sure that iTunes is checked for your network in use.


    6. If iTunes isn't listed, click "Allow another program", click Browse, and navigate to the iTunes program (Usually in C:\Program Files\iTunes\iTunes).

              Note: For 64-bit editions of Windows, navigate to C:\Program Files (x86)\iTunes\iTunes.


    7. Select iTunes and click Open.

              Note: iTunes may also appear as "iTunes.exe."


    8. Click Add in the "Add a Program" window.


    9. Click OK in the Allowed Programs window.


    10. Close the Windows Firewall window.


    If you continue to have issues, see the following articles:


    Can't connect to the iTunes Store


    iTunes: Advanced iTunes Store troubleshooting





    Matt M.

  • funnygirl060 Calculating status...
    Currently Being Moderated
    Nov 10, 2013 12:08 PM (in response to matt00)

    i am having this same issue...i tried what you had above but itunes was already selected....


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