beccaacceb

Q: iTunes 12.1 asks for multiple sign-ons, stuck in a sign-on loop

Hi there:

 

I recently bought a MacBook Air (13-inch, early 2015) running Yosemite 10.10.3. The computer is associated with my Apple ID and I can use iMessage just fine  (I don't use iCloud).

 

However, I can't get iTunes (12.1.0.50) to work properly. iTunes is "authorized" to download material associated with my Apple ID, and it looks like I'm signed-in when I open the app (my name appears in the Account drop-down menu of the iTunes window). However, when I try to view my iTunes Store account information, view purchases, or make new purchases, iTunes asks me to sign-in with my Apple ID (which I do), then asks  me again (which I do), then asks me again (which I do) ... and so on.I've signed-in up to 12 times before getting fed up and pressing "cancel". I've even signed-in with the *wrong* password, which the iTunes Store recognized as an error, so it's clearly processing something. It just won't let me sign-in completely.

 

Context: I use several other Apple devices (iPhone, iPad, and older MacBook Pro), and I can access iTunes account/purchase information on these devices. This suggests to me that the issue has more to do with my MacBook Air (specifically) than with my iTunes Store account (more broadly) ... but I could be wrong.

 

Basic Troubleshooting:

I've double-checked my iTunes preferences, and iTunes is associated with my Apple ID and authorized to download purchases.

I've tried rebooting iTunes. No go.

I've tried rebooting the computer. No go.

I've tried rebooting our wireless (as an act of desperation). No go.

I've checked out our wireless signal, and we're downloading at 4MB/sec. A bit slow, but not unusual for where we are.

I've tried downloading iTunes 12.2 (unwillingly, since I've heard it's not very good), but the download keeps resulting in an error where the comptuer THINKS the app has downloaded and installed correctly, but it hasn't. This has happened 3 times. Moreover, during the download, the App Store acts funny, saying that I've downloaded, say 17 MB of the app, then deciding I've only downloaded 10 MB, then 7 MB, then back up to 17MB. (Aside: Has the App Store lost it's mind??)

 

Any ideas? I've contacted iTunes support and they've given me generic advice for configuring iTunes on an iOS device (???). Not hepful.

 

Any help would be greatly appreciated!

MacBook Air (13-inch, Early 2015), Yosemite 10.10.3

Posted on Jul 12, 2015 10:13 AM

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Q: iTunes 12.1 asks for multiple sign-ons, stuck in a sign-on loop

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  • by sterling r,

    sterling r sterling r Jul 14, 2015 8:24 AM in response to beccaacceb
    Community Specialists
    Jul 14, 2015 8:24 AM in response to beccaacceb

    Hey there beccaacceb,

     

    It sounds like your iTunes application is repeatedly prompting you to authorize your computer. I would recommend using the other troubleshooting in the following article about that issue: 

     

    If iTunes repeatedly prompts you to authorize your computer

     

    Thank you for using Apple Support Communities.

  • by beccaacceb,

    beccaacceb beccaacceb Jul 14, 2015 12:04 PM in response to beccaacceb
    Level 1 (0 points)
    Jul 14, 2015 12:04 PM in response to beccaacceb

    UPDATE: After some advanced troubleshooting, Apple Support found the problem.

     

    Here's what Apple Support had me to do to solve the problem:

    1. Quit iTunes.

    2. Open Safari.

    3. Open Safari Preferences.

    4. Select "Privacy."

    5. Select "Allow cookies from websites I visit."

    Apparently, Safari and iTunes *work together* and when I opted to "block all cookies" in Safari, it affected iTunes' ability to sign-in to the  store properly. Weird. But effective.

     

    -------------------------------------

     

    Apple Support had me try some other troubleshooting steps first.

    They didn't work for me, but they might help others.

     

    (1) Test User: Open System Preferences; Select "Users and Groups"; Add a new "Test" user; go back to the Finder; log out of your primary/admin user and log in to the Test user; open iTunes; sign into the iTunes store.

    When I did this, iTunes worked just fine. I could see all my account information and purchases. From this, Apple Support concluded the problem was  specific to my primary/admin user.

     

    (2) New iTunes Library: Hold down the OPTION key and click on iTunes in the dock to open the app; this opens a window that asks you to choose an iTunes library or create a new Library; create a new Library; call it "iTunes1" (or whatever); in iTunes, sign into the iTunes store.

    When I did this, the sign-in loop was still there. Apple Support concluded it wasn't a problem tied to my iTunes Library.

     

    (3) Trash iTunes Preferences: Move the following files to the trash <com.apple.iTunes.C614AE8A-2E41-5CD1-909E-5E12074BF2A0.plist> <com.apple.iTunes.eq.plist> <com.apple.iTunes.plist> <com.apple.iTunesHelper.plist>; Open iTunes; sign into the iTunes store.

    When I did this, the sign-in loop was still there. Apple Support concluded it wasn't a problem tied to my iTunes preferences.

  • by sterling r,

    sterling r sterling r Jul 14, 2015 2:15 PM in response to beccaacceb
    Community Specialists
    Jul 14, 2015 2:15 PM in response to beccaacceb

    I'm glad you were able to get this issue resolved! Thanks for the update.