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SJG_MN

Q: iTunes has stopped working Windows7 Norton 360

I tried to upgrade a fully functional working version of iTunes 3 days ago and now cannot get the program to work under any circumstances. I have followed these instructions to the letter, in the recommended order AND removed my iTUNES library from my computer - with many thousands of tunes. After 3 days I still get the iTunes has stopped working error. Please provide help that helps...

 

 

Problem Event Name: BEX64

  Application Name: iTunes.exe

  Application Version: 12.1.1.4

  Application Timestamp: 54de1991

  Fault Module Name: StackHash_1dc2

  Fault Module Version: 0.0.0.0

  Fault Module Timestamp: 00000000

  Exception Offset: 0000000000000000

  Exception Code: c0000005

  Exception Data: 0000000000000008

  OS Version: 6.1.7601.2.1.0.256.48

  Locale ID: 1033

  Additional Information 1: 1dc2

  Additional Information 2: 1dc22fb1de37d348f27e54dbb5278e7d

  Additional Information 3: eae3

  Additional Information 4: eae36a4b5ffb27c9d33117f4125a75c2

HP desktop, Windows 7, up to date with windows update

Posted on Mar 17, 2015 1:13 PM

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Q: iTunes has stopped working Windows7 Norton 360

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  • by sterling r,

    sterling r sterling r Mar 19, 2015 2:51 PM in response to SJG_MN
    Community Specialists
    Mar 19, 2015 2:51 PM in response to SJG_MN

    Howdy SJG_MN,

     

    As I understand it, you cannot use iTunes becuause it seems to quit unexpectedly when you open it even though you have uninstalled and reinstalled iTunes in the correct order. I would recommend using the following article to help you out further with this issue, named:

     

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

     

    Thank you for using Apple Support Communities.

    Take care,

    Sterling

  • by SJG_MN,

    SJG_MN SJG_MN Mar 21, 2015 7:56 AM in response to sterling r
    Level 1 (0 points)
    iOS Apps
    Mar 21, 2015 7:56 AM in response to sterling r

    Thank you Sterling but I have followed every step listed here and the program does not even launch. It simply does not open and has not done so since I ran the update to version 12.

    Simon

  • by turingtest2,

    turingtest2 turingtest2 Mar 21, 2015 8:18 AM in response to SJG_MN
    Level 10 (87,872 points)
    Apple TV
    Mar 21, 2015 8:18 AM in response to SJG_MN

    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.

     

    The further information area has direct links to the current and recent builds in case you have problems downloading, need to revert to an older version or want to try the iTunes for Windows (64-bit - for older video cards) release as a workaround for installation or performance issues, or compatibility with QuickTime or third party software.

     

     

    Your library should be unaffected by these steps but there are also links to backup and recovery advice should it be needed.

     

     

    tt2

  • by SJG_MN,

    SJG_MN SJG_MN Mar 21, 2015 12:21 PM in response to turingtest2
    Level 1 (0 points)
    iOS Apps
    Mar 21, 2015 12:21 PM in response to turingtest2

    Thank you. I did this before but will try again. I also ran Norton 360 to clean out any stray registry items and temporary files.

    I should say that iTunes will start if I boot my computer in Safe mode but does not work when I restart.

    I did not install Quicktime on the reinstall to simplify matters so that *.dll is not present.

     

    I think that perhaps this is a video card issue so I will try that.

     

    Simon.

  • by SJG_MN,

    SJG_MN SJG_MN Mar 21, 2015 3:08 PM in response to SJG_MN
    Level 1 (0 points)
    iOS Apps
    Mar 21, 2015 3:08 PM in response to SJG_MN

    I read on another forum that there may be a problem with the video driver - my computer is quite new but it may not meet Apple's "new" criterion for this thing - I will be quite irritated if that proves to be the case - I'm usually v slow to upgrade to any software and particularly iTunes. This time I downloaded some tunes for my birthday, figured I'd upgrade while I was away from the computer and Poof! - no iTunes. Bugger! There should be a warning for these kinds of things - or a widget to test the video driver before installation. It is clearly there when running the program on Windows in Windows Safe Mode. Grrr...

  • by turingtest2,

    turingtest2 turingtest2 Mar 21, 2015 3:15 PM in response to SJG_MN
    Level 10 (87,872 points)
    Apple TV
    Mar 21, 2015 3:15 PM in response to SJG_MN

    I think it is more complicated than that. Up until iTunes 12.1 64-bit versions of iTunes have been a 64-bit installer around mostly 32-bit code. The newer installer itunes6464setup.exe is the other way around, but I think it may be selected by the download page when it isn't really the ideal version for some machines. Unless your video card supports all of the functions that iTunes wants to use in 64-bit mode it may not function properly. There may also be other, as yet undetected issues that cause the installer to fail when using the "for older video cards" version which is like previous releases goes through smoothly.

     

    tt2

  • by SJG_MN,

    SJG_MN SJG_MN Mar 21, 2015 3:20 PM in response to turingtest2
    Level 1 (0 points)
    iOS Apps
    Mar 21, 2015 3:20 PM in response to turingtest2

    The older video cards version was the fix.

    It even worked after I had only removed the iTunes part of the itunes6464 install. Rather than doing the whole kit and kaboodle.

     

    Thank you.

  • by SJG_MN,

    SJG_MN SJG_MN Mar 21, 2015 3:23 PM in response to SJG_MN
    Level 1 (0 points)
    iOS Apps
    Mar 21, 2015 3:23 PM in response to SJG_MN

    I am officially bloody annoyed - that was a load of time to fix something that should have been clearly flagged...

    If you have the same error as me - get the iTunes 64 bit for older video cards if the program doesn't run on the first re-install.

     

    Thanks

  • by Butler77,

    Butler77 Butler77 Jul 10, 2015 8:23 AM in response to SJG_MN
    Level 1 (0 points)
    Jul 10, 2015 8:23 AM in response to SJG_MN

    I am experiencing the same issues as SJG_MN, however, the older video cards version did not fix my problem. Is there a link to install a previous version of iTunes? iTunes was opening and functioning just fine for a few days after the update was installed. However, yesterday I closed it and it just stopped opening. Sometimes I get the error messages SJG_MN posted in the original post, but most times nothing happens when I try to open it (either normally or in safe mode). When I open Windows Task Manager, iTunes isn't listed in the Applications tab, but "iTunes.exe *32" is listed in the Processes tab. Any ideas?

  • by turingtest2,

    turingtest2 turingtest2 Jul 10, 2015 8:36 AM in response to Butler77
    Level 10 (87,872 points)
    Apple TV
    Jul 10, 2015 8:36 AM in response to Butler77

    The "for older video cards" link I posted has been retired, and there is a new one at a different URL included below.

     

    A successful repair may need a complete tear down of the old installation as shown in the second box of Troubleshooting issues with iTunes for Windows updates.

     

    As given, the further information area has direct links to the current and recent builds in case you have problems downloading, need to revert to an older version or want to try the iTunes for Windows (64-bit - for older video cards) release as a workaround for installation or performance issues, or compatibility with QuickTime or third party software.

     

     

    Up until iTunes 12.1 all 64-bit releases of iTunes were 64-bit installers for 32-bit components. The "for older video cards" version is a similar package. If often installs when there are problems with the all 64-bit build.


     

    tt2

  • by Butler77,

    Butler77 Butler77 Jul 10, 2015 10:17 AM in response to turingtest2
    Level 1 (0 points)
    Jul 10, 2015 10:17 AM in response to turingtest2

    After uninstalling and re-installing about 10 times, attempting the "for older video cards" version (no change in behavior) and trying to install previous versions of iTunes (kept receiving a message saying iTunes Library.itl was created with a newer version of iTunes and even when using a version of the file from "Previous iTunes Libraries" folder) without success, I was finally able to get iTunes working again by re-installing the latest version of iTunes and renaming the "My Documents\My Music\iTunes" folder so that iTunes wouldn't recognize it and force it to recreate the folder and all files included. As I have my music library stored on an external hard drive, I was able to set the iTunes Media folder to that and everything is back to "normal".

     

    Thanks for everyone's help. I hope this helps anyone who is unable to fix this issue using the previously mentioned solutions.