1 Reply Latest reply: Dec 17, 2013 8:32 AM by jason269
debikay45 Level 1 Level 1 (0 points)

my iPad mini cannot download books from iTunes - help

iOS 7.0.4
  • jason269 Community Specialists Community Specialists (4,150 points)

    Hi, debikay45. 


    Test to see if you can download a free application from the App Store.  If this was successful, test downloading the book again.  Try closing all open applications and power cycling the device, test the results.  Make sure you have an active Internet connection.  If these results were unsuccessful, see the steps in the article below that refer to iOS. 


    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.
      • Mac OS X:
        1. From the Apple () menu, choose System Preferences.
        2. In System Preferences, click Date & Time.
        3. Enable the option to "Set date and time automatically" if it is not.
        4. Click the Time Zone tab and adjust the time zone to match your current location.
      • iOS:
        1. From the home screen, tap Settings > General > Date & Time.
        2. If the option exists, turn off Set Automatically.
        3. Verify the time zone and time (in the status bar) are correct for where you are currently.
        4. If not, adjust the incorrect setting accordingly.
        5. If everything was correct and the option exists, turn on Set Automatically.
    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.
      • Mac OS X:
        1. It is recommended you use iTunes from an administrator account. To become an administrator account, from the Apple () menu, choose System Preferences.
        2. In System Preferences, click Accounts.
        3. You may need to unlock the lock in the bottom-left corner of the window to make changes. If you can unlock the lock, you are already an admin user.
        4. Under the account you are using, it may say "Standard." Enable the option to "Allow user to administer this computer" to make the user an admin account user.
        5. From the Apple () menu, choose Log Out.
        6. Log back in and return to using iTunes. Test to see if the issue is resolved.
      • iOS: Restrictions can limit your ability to purchase some content. Check restrictions via Settings> General > Restrictions if you're unsure about those settings.
    7. After isolating the issue to iTunes by following the above steps:
      • If the issue still occurs and iTunes displays an alert message with a specific code, please see the section below titled "Specific Conditions and Alert Messages" for additional troubleshooting steps.
      • If the issue is still not resolved and there is no specific code or alert message, you can visit the iTunes Store Discussion Board to try to find additional information for help resolving your issue:
      • You can also contact AppleCare to discuss your support options. Depending on your product’s coverage status, you may need to pay for support.
      • New routers or a new Internet Service Provider (ISP) may limit your ability to connect to iTunes Store. Let your router manufacturer or your ISP know about the ports and servers in this article and confirm that they are compatible.


    iTunes: Advanced iTunes Store troubleshooting





    Jason H.