Someone7272
Level 1 (8 points)
iTunes

Q: 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, Windows 7, iTunes version 12.1

Posted on Feb 2, 2015 6:17 AM

by Someone7272,Solvedanswer
Someone7272 Someone7272
Level 1 (8 points)
iTunes
A:

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...

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.


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.


Posted on Jul 2, 2015 4:34 PM

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Q: Updated to iTunes 12.1, now iTunes crashes every time it attempts to access the internet through our internal proxy - cannot acces ... more

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  • by Someone7272,

    Someone7272 Someone7272 May 18, 2016 4:07 AM in response to DanielK030
    Level 1 (8 points)
    iTunes
    May 18, 2016 4:07 AM in response to DanielK030

    iTunes 12.4 has been released! Is the issue any different in this version? Doubt it.

     

    I think it's absolutely outrageous that Apple would send engineers to a customer's house to fix a trivial issue (which was partly the customer's own fault - customer could have completely avoided this with adequate backups!), but won't come to my premises to investigate a long-standing issue with their own software!!

     

    Knowing how Apple produce "software", I'm not expecting this issue to be fixed, not at least for many months, but if anybody finds out the status of this in iTunes 12.4 before me, give us a heads up and update this thread.

     

    Cheers.

  • by turingtest2,

    turingtest2 turingtest2 May 18, 2016 4:20 AM in response to Someone7272
    Level 10 (88,247 points)
    Apple TV
    May 18, 2016 4:20 AM in response to Someone7272

    I've seen at least one report that it does fix the proxy issue. I'm not in a position to test it myself.

     

    tt2

  • by Someone7272,

    Someone7272 Someone7272 May 18, 2016 5:32 AM in response to turingtest2
    Level 1 (8 points)
    iTunes
    May 18, 2016 5:32 AM in response to turingtest2

    Thanks for that, tt2.

     

    We're not in a position to test it either yet, as it could cause disruption, however tonight when nobody is using the systems, I'll update iTunes on a test PC and remove the firewall block on iTunes. I will update this with what happens. Hopefully Apple pulled their fingers out... find out after the break!

  • by Zor73,

    Zor73 Zor73 May 18, 2016 7:04 AM in response to Someone7272
    Level 1 (4 points)
    May 18, 2016 7:04 AM in response to Someone7272

    Just installed 12.4 and the issue has been resolved for me (so far). Let's see what happens over time.

  • by Someone7272,

    Someone7272 Someone7272 May 19, 2016 1:50 AM in response to Zor73
    Level 1 (8 points)
    iTunes
    May 19, 2016 1:50 AM in response to Zor73

    Argh, it's still not working.

     

    It isn't crashing anymore but iTunes freezes completely when it tries to access the internet. The only way to get out of it is to use task manager to terminate process.

    So, unsuprisingly, not fixed! Looks like they did make an effort though.

     

    EDIT:

    Do I actually have to completely uninstall iTunes (and all Apple-related software) for this to work? I just used "Apple Software Update" to update it to version 12.4.

    Did you try a fresh install or update it via "Apple Software Update"?

  • by turingtest2,

    turingtest2 turingtest2 May 19, 2016 11:32 AM in response to Someone7272
    Level 10 (88,247 points)
    Apple TV
    May 19, 2016 11:32 AM in response to Someone7272

    I'd certainly give the full tear down and rebuild a shot. It seems iTunes doesn't always manage to update every file properly.

     

    tt2

  • by Someone7272,

    Someone7272 Someone7272 May 19, 2016 12:06 PM in response to turingtest2
    Level 1 (8 points)
    iTunes
    May 19, 2016 12:06 PM in response to turingtest2

    It's still not working for me even after completely uninstalling all Apple software. Heck, I even tried on a fresh Windows 7 install in a virtual machine!

     

    It doesn't crash in the same manner as iTunes 12.3.3 (which was instant, and always reproducible), but after a proportionate amount of testing, I have found that it seems to follow 3 possible outcomes...

     

    • iTunes starts up and asks for proxy authentication.
    • After authenticating, iTunes appears to be functioning normally... until you try to go to the store, or close iTunes.
      • Attempting to close iTunes will cause iTunes to freeze entirely and you'll need to use task manager to terminate the process.
      • Going to the store will either:
        • Crash in module "W T F.dll" (Apple sure got that right, *** is this crap?). This might not happen immediately, and iTunes may appear frozen for a short while before crashing in this manner.
        • Freeze the store page only. iTunes will continue to function as a media player, until you attempt to close iTunes.
        • Freeze iTunes entirely and you'll need to use task manager to terminate the process.

     

    Screenshot specially prepared for those of you who don't believe me...

    WTF.dll.png

    Anybody got any other ideas I can try? Thanks.

  • by turingtest2,

    turingtest2 turingtest2 May 19, 2016 12:08 PM in response to Someone7272
    Level 10 (88,247 points)
    Apple TV
    May 19, 2016 12:08 PM in response to Someone7272

    Good grief. So it's not fixed, just postponed, and slightly more random. Great!

     

    tt2

  • by Someone7272,

    Someone7272 Someone7272 May 19, 2016 12:30 PM in response to turingtest2
    Level 1 (8 points)
    iTunes
    May 19, 2016 12:30 PM in response to turingtest2

    Also, on a slightly unrelated note, I forgot to mention this (too late to edit my post), but the first time I opened iTunes since updating it to 12.4, it completely blanked my iTunes library, but as a system administrator, luckily I had a backup of the iTunesLibrary.itl file from a few days ago, so restoring the library was trivial.


    Make sure you back up your library before upgrading!!

  • by turingtest2,Helpful

    turingtest2 turingtest2 May 19, 2016 3:47 PM in response to Someone7272
    Level 10 (88,247 points)
    Apple TV
    May 19, 2016 3:47 PM in response to Someone7272

    Yes, that happens all too often. It can usually be recovered using the steps in Empty/corrupt iTunes library after upgrade/crash but there are still too many people who won't backup.

     

    tt2

  • by Someone7272,

    Someone7272 Someone7272 May 19, 2016 3:55 PM in response to turingtest2
    Level 1 (8 points)
    iTunes
    May 19, 2016 3:55 PM in response to turingtest2

    Hey, thanks for that, I didn't know iTunes takes backups of your library automatically, I restored my iTunes Library.itl file through Windows Server Backup (everyone stores their library on a network share which is backed up weekly by our server), so it was just a matter of using Windows Previous Versions to restore the most recent one.


    But it's useful for non-network users (or the majority of home users who don't ever seem to do backups), I suppose. It doesn't do it as often, (my latest automatic iTunes library backup was March 2016), but I suppose if you're really stuck, it's something.

     

    iTunes has never blanked my library before, and I've been using it since 2007, when I got my first ever iPod Nano 1st Generation! Ahh, the memories...

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