Level 1

9 points

Updated to iTunes 12.1, now iTunes crashes every time it attempts to access the internet through our internal proxy - cannot access store!

Hi,

Does anybody have any experience of using iTunes with a web filtering proxy? My home is using the Sophos UTM home edition to provide edge antivirus and content filtering. More information available here: http://www.sophos.com/en-us/products/free-tools/sophos-utm-home-edition.aspx

The proxy settings for the computer is set to use an automatic configuration script "WPAD" and the settings are locked by group policy and cannot be disabled or changed.

Now here's the problem, when launching iTunes, the iTunes prompts me to enter login details for the HTTPS proxy. That's all well and good, so I enter the login details and hit okay. But when I go to the store tab, iTunes crashes with javascriptcore.dll. This makes sense because a WPAD proxy configuration file is pretty much JavaScript code. But this should not happen, as now I cannot access the iTunes store.

Prior to iTunes 12.1, iTunes would sometimes freeze when attempting to access the store but it would eventually work.

The proxy logs are not showing that any iTunes requests were blocked, dropped or otherwise rejected.

Does anybody have any suggestions to get this to work again or at least work around the issue?

NOTE: Disabling the proxy is not an option because the proxy settings on the Windows computers are locked through group policy. I can however, edit the WPAD proxy configuration file and add exceptions to the proxy but I don't know where to start!

I will also post this on the Sophos UTM support forums.

Thanks in advance.

iTunes-OTHER, Windows 7, iTunes version 12.1

Posted on Feb 2, 2015 6:15 AM

115 replies

rjamesnw

Level 1

11 points

Jun 8, 2015 1:03 PM in response to lilmsmomo

@lilmsmomo: I doubt your issue is the same thing (re: "every time I plug my..."). The people having the crashing issue on this thread experience it due to a proxy being setup (did you notice the word "proxy" in the title?). If you are not using a proxy, then your issue is something else entirely. I would think many people (including myself) on this thread already tried a complete (everything Apple related) uninstall and reinstall, and it does not fix anything. This is a bug that Apple has yet to fix. If you don't have a proxy setup, go ahead and try it for yourself if you are able. 😉

Jun 9, 2015 3:42 PM in response to Someone7272

Got the exact same problem here, have had for months, and very frustrating.

Not sure why I never ended up here before when searching for solutions.

I'll certainly be keeping an eye on this thread.

Luckily for me I'm in the IT department, so can disable/enable the automatic configuration script, and also I think our network guys have allowed comms with Apple on some basic level (ie whitelisted through the firewall so no authentication required), as if I disable all proxy tickboxes, the store launches ok and I can search, but can't see album artwork (unless cached from a previous viewing) or (for example) preview an album's tracks - it just sits thinking. If I then go and enable our proxy while the store/iTunes is still open, that stuff then becomes possible, and iTunes doesn't then crash if I continue using the store, so it seems the problem revolves around the initial launching of the store, which is when it almost always crashes for me otherwise. Not sure if that'll help anyone here in a similar situation, but might shed some small amount of light on the exact conditions.

rjamesnw

Level 1

11 points

Jun 9, 2015 3:46 PM in response to thylacine666

Then it seems you've confirmed my post on the previous page. 😉 Seems to be on the initial launch.

Jun 9, 2015 7:27 PM in response to rjamesnw

Yep that's correct.

I had seen your post (probably should have mentioned, eg 'as per rjamesnw's observation') but worth mentioning anyway, as it at least confirms that the same thing could be replicated by someone else (ie not just an isolated observation that may not be applicable on others' systems for whatever reason).

moogster

Level 1

0 points

Jun 11, 2015 4:27 AM in response to Someone7272

I'm having the same problem too. Corporate network, try to connect to iTunes Match and iTunes crashes! I have tried all the proxy settings without any joy! Apple seriously need to get their finger out and sort this!

Someone7272 Author

Level 1

9 points

Jun 18, 2015 6:44 PM in response to Someone7272

Keeping everyone in the know...

Morac

Level 2

208 points

Jun 29, 2015 9:02 PM in response to csurguine

That's my bug report number (18736465), so all bug reports are getting duped to mine.

I just got a reply out of the blue asking me if 12.1.2 fixes the problem. I replied it does not and posted a link to this thread.

Morac

Level 2

208 points

Jun 30, 2015 8:04 PM in response to Morac

ITunes 12.2 is out. I haven't tested it to see if the problem is fixed or not.

blaine69

Level 1

4 points

Jul 1, 2015 1:34 AM in response to Morac

I have just updated to itunes 12.2 and I can say that the problem is still there, everytime it tries to connect to Internet, using the corporate proxy, it crashes. This is a nightmare!

Someone7272 Author

Level 1

9 points

Jul 1, 2015 2:53 AM in response to blaine69

blaine69 wrote...

I have just updated to itunes 12.2 and I can say that the problem is still there, everytime it tries to connect to Internet, using the corporate proxy, it crashes. This is a nightmare!

Hardly suprising. I wasn't expecting Apple to fix this issue, their software engineering department and quality assurance team must have gone on a bender!

I'll follow up on my now-closed bug report, and see if I can get anything out of those useless *****, but I won't hold my breath.

Thanks anyway for testing 12.2 for me, I won't even bother updating my iTunes until (if ever) this issue is resolved.

Looks like my current avatar / forum profile image is going to be here to stay for longer than I originally intended... lol.

Morac

Level 2

208 points

Jul 1, 2015 5:05 PM in response to blaine69

Got this reply to my bug report.

Engineering has provided the following feedback regarding this issue:

This was fixed in iTunes 12.2. It's important that the Apple Application Support libraries are upgraded during install. If you have manually moved DLLs around to try to fix the issue, you should:

1. Uninstall iTunes

2. Uninstall Apple Application Support.

3. Make sure the directory "C:\Program Files (x86)\Common Files\Apple\Apple Application Support" is not present.

4. Ditto for "C:\Program Fiiles\Common Files\Apple\Apple Application Support"

5. Install iTunes 12.2

Please let us know if the problem persists after these steps.

If the problem does persists, please get the version information for JavaScriptCore.dll in the directories we mentioned above, plus the specific Windows revision being used.

Please let us know whether the issue is resolved for you by updating your bug report.

Jul 1, 2015 6:11 PM in response to Morac

YAY! FIXED!

For me anyway.

iTunes hadn't yet prompted me to update, but when I saw this post I thought I'd get in ahead and uninstall everything first, then download and install 12.2 (note, as with others here, uninstall/reinstall of previous version(s) had been done countless times).

After doing so, I'm now happily browsing the store from behind the corporate firewall.

Morac

Level 2

208 points

Jul 2, 2015 7:41 AM in response to Morac

Well things have actually gotten worse.

I had disabled auto-proxy on my Windows machine since I don't really need it at work (it sets up proxies for certain servers I don't use), but when I VPN into my corporate network it gets re-enabled. I keep forgetting that and noticed that iCloud for Windows started continuously crashing over and over again about 15 minutes after I VPNed into my corporate network.

I checked the Event Viewer log and what do I see, but crashes in JavaScriptCore.dll. So now, not only does it crash iTunes, but iCloud as well. Note that in the past, I could sometimes get iTunes to load, but it would crash within 15 to 30 minutes. I didn't even bother trying with iTunes 12.2 since if iCloud is crashing in JavaScriptCore.dll, I expect iTunes 12.2 will as well.

I checked and the JavaScriptCore.dll version is 7600.5017.2000.1, dated May 15, in both the "C:\Program Files (x86)\Common Files\Apple\Apple Application Support" and "C:\Program Files\Common Files\Apple\Apple Application Support" directories. Here's the new iCloud crashes:

Faulting application name: iCloud.exe, version: 3.3.10.1, time stamp: 0x53d97094

Faulting module name: JavaScriptCore.dll, version: 7600.5017.2000.1, time stamp: 0x5553d045

Exception code: 0xc0000005

Fault offset: 0x0005b763

Faulting process id: 0x2a70

Faulting application start time: 0x01d0b4d264a2d7bb

Faulting application path: C:\Program Files (x86)\Common Files\Apple\Internet Services\iCloud.exe

Faulting module path: C:\Program Files (x86)\Common Files\Apple\Apple Application Support\JavaScriptCore.dll

Report Id: xxxx

Faulting application name: ApplePhotoStreams.exe, version: 7.17.8.5, time stamp: 0x53d97094

Faulting module name: JavaScriptCore.dll, version: 7600.5017.2000.1, time stamp: 0x5553d045

Exception code: 0xc0000005

Fault offset: 0x0005b763

Faulting process id: 0xd44

Faulting application start time: 0x01d0b4d2658680fb

Faulting application path: C:\Program Files (x86)\Common Files\Apple\Internet Services\ApplePhotoStreams.exe

Faulting module path: C:\Program Files (x86)\Common Files\Apple\Apple Application Support\JavaScriptCore.dll

Report Id: xxxx

Someone7272 Author

Level 1

9 points

Jul 2, 2015 4:34 PM in response to Morac

FIXED. AT LAST

Ignore my last post.

I can exclusively confirm that Apple have finally pulled their fingers outta their a** and resolved the problem.

However, this only works if you uninstall ALL Apple software before installing iTunes 12.2.

Fair play to Apple. Oh wait, scratch that, I ain't giving them some slack, because a problem this severe should never have existed in the first place! I like the new logo though, I hated the iTunes logo since it was changed in iTunes 12. It just looked so UGLY to me, almost like an error logo. 😁

Morac wrote...

Remove all Apple software, then install iCloud Control Panel first then install iTunes 12.2. Hopefully the iTunes installer will update the Apple Application support.

However, I can't comment on the iCloud Control Panel because we don't use this (not really needed for me) however, if it's using the same JavaScriptCore.dll library, I'm not surprised it's crashing too.

The fix isn't perfect though.

I still can't get iTunes store music previews working through our proxy however. They just spin and load indefinitely most of the time. Sometimes, one or two work. iTunes Radio also isn't working.

Also how many Proxy Authentication prompts do you want? iTunes threw 5 at me, 2 for HTTPS proxy, 3 for HTTP proxy before loading the store.

Why can't it just use NTLM/Kerberos/Integrated authentication like almost any other application?

I feel like they've just intentionally added these with the sole purpose to annoy me. There never used to be this many in iTunes 11.

And finally, how the **** do you change the size of album view? They're way too big and too close together for my liking.

moogster

Level 1

0 points

Jul 3, 2015 1:51 AM in response to Someone7272

Beats Radio won't play over a VPN but the other channels will?! Any ideas?!

This thread has been closed by the system or the community team. You may vote for any posts you find helpful, or search the Community for additional answers.

Updated to iTunes 12.1, now iTunes crashes every time it attempts to access the internet through our internal proxy - cannot access store!