12 Replies Latest reply: Sep 28, 2006 6:57 PM by gunsnpilots
gunsnpilots Level 1 Level 1
I installed ITunes 7, along with QuickTime 7. I am able to start and use QuickTime, but I cannot start ITunes. When I do start ITunes, I hit Accept on the Service Agreement, and then after that, this window pops up:

I do not have Norton 2005, I have 2006. I have tried the fix of going into Quicktime and changing some settings, but that did not help. I have also checked my Processes in the Task Manager to see if tunes flashes for a second and disappears, and it does not. When the error window pops up, I actually get two itunes.exe listed in the Processes.

Is there a fix? Thanks.

Dell, Windows XP
  • b noir Level 9 Level 9
    When the error window pops up, I actually get two itunes.exe listed in the Processes.

    that's interesting.

    was there an itunes.exe there prior to your trying to launch itunes? or did both appear at the same time?
  • gunsnpilots Level 1 Level 1
    There was an itunes.exe prior to me trying to launch itunes. I did try again and noticed only one itunes.exe, so I think it may just be at some points where two intunes.exe are shown.
  • b noir Level 9 Level 9

    okay, itunes just came out earlier this afternoon. so perhaps let's try this to see if there's any improvement.

    first completely uninstall your itunes and quicktime, using the techniques from this document:

    Removing iTunes and QuickTime for Windows

    next download and save a copy of the itunes installer to your hard drive. (we'll run the install from there rather than online.) switch off antivirus and antispyware applications prior to the install.

    iTunes Installer

    if that install goes through okay, will your itunes launch properly again?
  • gunsnpilots Level 1 Level 1
    I still get the same exact error message.
  • toonz Level 7 Level 7
    If iTunes is crashing, why don't you send a crash log to those lazy Apple engineers.

    Typically, you'll need to configure Dr. Watson on your PC in order to generate crash logs. Windows start menu -> Run. Type in "cmd". Hit return. At the prompt in the command line window that comes up, type in

    drwtsn32 -i

    And hit return.

    This will create crash logs in Documents And Settings\All Users\Application Data\Microsoft\Dr Watson\. There'll usually be a file in here called "drwtsn32.log" If there's already a file there, it most likely has multiple crash logs in it (new crash logs are just appended to the end of the file). So, delete this file. This will make sure you're not sending extra information I don't need. These crash logs are text files, so you can open them in notepad or whatever to see what information you're sending.

    So, get the machine setup to collect crash logs, do the thing that makes iTunes crash. You need to send that file to our buddy Roy. Make sure that you include:

    (1) the drwtsn32.log file.
    (2) the link to this thread.
    (3) a one line description of your problem, i.e. "iTunes crashes after license agreement".
    (4) the username that you're using here in the discussion boards.

    Roy is getting a little swamped with messages and needs to make sure he gets all the information. And if he doesn't get that information, the message is just going to get dropped on the floor.
  • b noir Level 9 Level 9
    i'm with toonz on this, gunsnpilots. let's give Roy a look at your crash log.
  • gunsnpilots Level 1 Level 1
    I did all of this, but after deleting the file, and trying to open ITunes several times, I only have one file in the Dr Watson folder, which is user.dmp. No sign of a .log file since deleting the old one before.
  • tommygirl03 Level 1 Level 1
    I downloaded itunes 7 last night and installed it this morning. When I click on itunes to open it up nothing happens except for a little cpu action. I dont get any error messages at all and never had a problem with itunes 6. I really really need help please becasue I love my music and most of it won't play in media player!
  • cighh Level 1 Level 1
    get rid of Norton - (symantec code now ***** - bloated and slow) - It was good years ago - and every new version seems worse than the previous.

    (there are about 20 good antivirus sw companies - a decent free one is http://free.grisoft.com)
  • gunsnpilots Level 1 Level 1
    Nevermind, just takes some time for it to be created, my bad.
  • Roy B Level 3 Level 3
    The crashlog you sent in is from Mozilla Firefox, not iTunes.

    Delete all the crash logs from that directory, reproduce the iTunes crash, and send the new crash file that is created.
  • gunsnpilots Level 1 Level 1
    I guess I was right before in saying that I do not get a crash file created with the iTunes crash. I have tried on several user names for the past two days and the only one I was able to get was a Firefox crash.