iTunes store error -9807

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Kackas1 Author

Level 1

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iTunes store error -9807

I Just removed adware from my MacBook air now need to update software but can't get in - do I have a virus?

MacBook Air (13-inch Mid 2012), OS X Mountain Lion (10.8.5)

Posted on May 24, 2015 5:37 AM

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Answer 1

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thomas_r.

Level 7

31,989 points

May 24, 2015 6:48 AM in response to Kackas1

It's not a virus.

What do you mean when you say you "can't get in"? What happens when you choose Software Update from the Apple menu (assuming you're actually using Mountain Lion as your profile indicates)?

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Answer 2

Kackas1 Author

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May 24, 2015 7:00 AM in response to thomas_r.

Nothong happens i can view my music and the radio but I can't login to the istore to look for software updates. The round circle just keeps turning around like its trying to process but nothing happens. Earlier today before I removed the adware it said the certificate was incorrect and another program was pretending to be the iTunes store and would be able to access my information.

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Answer 3

thomas_r.

Level 7

31,989 points

May 24, 2015 7:13 AM in response to Kackas1

Can you provide the exact wording of any error messages, as well as exactly what you were doing that caused it to appear? The problem I'm having is that your descriptions aren't very precise, so I'm having difficulty understanding precisely what's going on.

There are a couple possibilities that spring to mind, but I can't guess which, or whether any of the ones I'm thinking of apply, without more accurate details.

Screenshots of some of these things might help. Make a screenshot by following the directions here:

http://support.apple.com/kb/HT5775

Be sure no sensitive personal information is displayed. To add that image to a post here, click the camera icon in the post editor toolbar.

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Answer 4

Kackas1 Author

Level 1

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May 25, 2015 2:01 AM in response to thomas_r.

IIt's saying iTunes can't verify the identiTu of the server 'init.itunes.apple.com'. The certificate for this server is invalid. You might be connecting to a server that is pretending to be 'init.itunes.apple.com which could put your confidential information at risk. Would you like to connect to the server anyway?

i Can't take a screen shot as I'm unable to access this site on my computer I'm using my phone. I did take a photo of the screen but the image is to large - tba.

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Answer 5

thomas_r.

Level 7

31,989 points

May 25, 2015 2:21 AM in response to Kackas1

Your network may be compromised in some way. See:

http://www.adwaremedic.com/kb/baddns.php

http://www.adwaremedic.com/kb/hackedrouter.php

(Fair disclosure: I may receive compensation from links to my sites, TheSafeMac.com and AdwareMedic.com.)

If it doesn't appear to be network-related, start up in safe mode:

Try safe mode if your Mac doesn't finish starting up - Apple Support

Does the problem still occur while in safe mode?

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Answer 6

Kackas1 Author

Level 1

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May 25, 2015 2:58 PM in response to thomas_r.

Thanks Thomas, I'm trying to restore factory setting now in my modem. When I start up in safe mode my modem disappears so I'll contact my network company today 🙂

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