Itunes crashes - runs in safe mode - no plugins installed

Question

Itunes crashes - runs in safe mode - no plugins installed

I have two user accounts on my computer, both with administrative privilages. After an update to Itunes 11 the program crashes on my side but works on my girlfriends side with no problems. I have tried uninstalling/reinstalling which did not fix the problem. Itunes will boot on my side in safe mode and I have followed the instructions to troubleshoot plugins (I have shown hidden files) but that did not fix the problem. I did find some mozilla plugins but taking them out did not work. Running diagnostics showed no external plugins installed. I also tried renaming the preferences folder which helped some people after the update but it didn't work for me. Here is the crash details:

Problem signature:

Problem Event Name: BEX

Application Name: iTunes.exe

Application Version: 11.2.2.3

Application Timestamp: 5383f31a

Fault Module Name: StackHash_0a9e

Fault Module Version: 0.0.0.0

Fault Module Timestamp: 00000000

Exception Offset: 00000008

Exception Code: c0000005

Exception Data: 00000008

OS Version: 6.1.7601.2.1.0.768.3

Locale ID: 1033

Additional Information 1: 0a9e

Additional Information 2: 0a9e372d3b4ad19135b953a78882e789

Additional Information 3: 0a9e

Additional Information 4: 0a9e372d3b4ad19135b953a78882e789

Any ideas? Ive looked for days and tried everything I can find but nothing is fixing the problem.

Windows 7

Posted on Jun 8, 2014 11:09 PM

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Answer 1

Jun 8, 2014 11:27 PM in response to climbtheplanet

OK, so right after posting this I found this advice by complete chance:

If you've already tried a complete uninstall and reinstall try opening iTunes in safe mode (hold down CTRL+SHIFT) as you start iTunes, then going to Edit > Preferences > Store and turning off Show iTunes in the Cloud purchases. You may find iTunes will now start normally.

I opened itunes in safe mode, turned of "show itunes in the cloud purchases" and now itunes works as normal, which is great. I checked on my girlfriends side of the computer and that box was unchecked on hers which is why it had been working. I don't use the cloud for anything so I can only assume that itunes was trying to communicate with a cloud (account?) that does not exist and that conflict was causing the program to crash.

If anyone has a better explanation for the Show iTunes in the Cloud purchases feature and why it was messing up my itunes I would love to hear it. Thanks.

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Answer 2

turingtest2

Level 10

278,287 points

Jun 21, 2014 6:59 AM in response to jmagsapplesupport

For general advice see Troubleshooting issues with iTunes for Windows updates.

The steps in the second box are a guide to removing everything related to iTunes and then rebuilding it which is often a good starting point unless the symptoms indicate a more specific approach. Review the other boxes and the list of support documents further down the page in case one of them applies.

Your library should be unaffected by these steps but there is backup and recovery advice elsewhere in the user tip.

You could also try working through

TS1717: iTunes for Windows Vista, Windows 7, or Windows 8: Fix unexpected quits or launch issues

tt2

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Answer 3

Jun 12, 2014 8:33 AM in response to climbtheplanet

If you've already tried a complete uninstall and reinstall try opening iTunes in safe mode (hold down CTRL+SHIFT) as you start iTunes, then going to Edit > Preferences > Store and turning off Show iTunes in the Cloud purchases. You may find iTunes will now start normally.

Thanks climbtheplanet...your solution worked for me as well! I had no visual plug-ins installed so the message presented to users in Safe Mode is confusing.

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Answer 4

turingtest2

Level 10

278,287 points

Jun 12, 2014 8:52 AM in response to climbtheplanet

climbtheplanet wrote:

... If anyone has a better explanation for the Show iTunes in the Cloud purchases feature and why it was messing up my itunes I would love to hear it. Thanks.

I suspect there is something funky going on in the cache which supports that feature. Some users have found they can turn it back on again, others not. As yet I haven't been able to narrow down a definite fix in the latter case.

tt2

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Answer 5

Jun 21, 2014 4:49 AM in response to climbtheplanet

I had tried all of it, but then finally what worked for me was I went to the "Uninstall and Change a program" option, selected iTunes and clicked on "Repair", after that I opened iTunes and it did not crash. I think the problem was that I had disabled certain apple start up services through my anti virus and they we causing it to crash since they were not running in the background.

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