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Question: Cannot connect to iTunes store on Windows 10

I recently installed Windows 10 on my computer and it worked fine but when I installed a update for Itunes it says "Can't connect to store make sure your connection is active". I have restart, uninstalled and reinstalled, check my firewall and etc. but to no avail it did not work.


I ran diagnostic test from Itunes and this is the log file: (I don't know why it says Windows 8 when I installed Windows 10)


Microsoft Windows 8 x64 Home Premium Edition (Build 9200)

Hewlett-Packard HP Pavilion 15 Notebook PC

iTunes 12.2.2.25

QuickTime not available

FairPlay 2.8.30

Apple Application Support 3.2

iPod Updater Library 12.0

CD Driver 2.2.3.0

CD Driver DLL 2.1.3.1

Apple Mobile Device 8.2.1.3

Apple Mobile Device Driver 1.67.0.0

Bonjour 3.0.0.10 (333.10)

Gracenote SDK 3.06.1.3084

Gracenote MusicID 3.06.1.3084

Gracenote Submit 3.06.1.3084

Gracenote DSP 3.06.1.3084



iTunes Serial Number 000000388C0ECA7C



Current user is not an administrator.

The current local date and time is 2015-08-27 21:32:16.

iTunes is not running in safe mode.

WebKit accelerated compositing is enabled.

HDCP is supported.

Core Media is supported.





**** External Plug-ins Information ****



No external plug-ins installed.



Genius ID: 4d01d8fcd8a8921262714207040a3a34



iPodService 12.2.2.25 (x64) is currently running.

iTunesHelper 12.2.2.25 is currently running.

Apple Mobile Device Service service 3.3.0.0 is currently running.



**** Network Connectivity Tests ****



Network Adapter Information



Adapter Name: {72E746B2-ECA5-4659-AE40-FD4E531402A1}

Description: Microsoft Wi-Fi Direct Virtual Adapter #2

IP Address: 0.0.0.0

Subnet Mask: 0.0.0.0

Default Gateway: 0.0.0.0

DHCP Enabled: Yes

DHCP Server:

Lease Obtained: Wed Dec 31 20:00:00 1969



Lease Expires: Wed Dec 31 20:00:00 1969



DNS Servers:



Adapter Name: {81C9D204-3FAA-4D9F-A7E8-EBC3366E00F1}

Description: Realtek PCIe FE Family Controller

IP Address: 0.0.0.0

Subnet Mask: 0.0.0.0

Default Gateway: 0.0.0.0

DHCP Enabled: Yes

DHCP Server:

Lease Obtained: Wed Dec 31 20:00:00 1969



Lease Expires: Wed Dec 31 20:00:00 1969



DNS Servers:



Adapter Name: {A0AAAD41-3598-4752-95F0-C57BF62136EB}

Description: Realtek RTL8188EE 802.11 b/g/n Wi-Fi Adapter

IP Address: 10.0.0.64

Subnet Mask: 255.255.255.0

Default Gateway: 10.0.0.138

DHCP Enabled: Yes

DHCP Server: 10.0.0.138

Lease Obtained: Thu Aug 27 21:29:27 2015



Lease Expires: Wed Dec 31 20:00:00 1969



DNS Servers: 10.0.0.138



Active Connection: LAN Connection

Connected: Yes

Online: Yes

Using Modem: No

Using LAN: Yes

Using Proxy: No



Firewall Information



Windows Firewall is on.

iTunes is NOT enabled in Windows Firewall.



Connection attempt to Apple web site was unsuccessful.

The network connection could not be established.

Basic connection to the store failed.

The network connection could not be established.

Connection attempt to Gracenote server was successful.

The network connection could not be established.

Last successful iTunes Store access was 2015-08-12 20:29:30.


Please if you can fix these as fast as you can, I will be grateful.

Thank You

Hewlett-Packard HP Pavilion 15 Note-OTHER, Other OS, Windows 10

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Sep 10, 2015 3:40 PM in response to Bunkshyde In response to Bunkshyde

Well, I'm gonna be honest I don't remember it because I just use a solution after another to try if it works .I will give some of the solutions I tried to use.


  1. Try Re-installing Itunes and before installing go to press the windows key and r to run "%appdata%", got Local, then Apple Computer and Itunes and erase "iTunesPrefs" and the same thing but in stead of Local open Roaming.
  2. Open CommandPrompt (Admin Mode) and type "netsh winsock reset" and press enter

This are the ones I remember but some come to mind I will post them.

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Sep 5, 2015 2:02 PM in response to Ecastro179 In response to Ecastro179

Same for me, if you can tell us what you did to solve it because i tried everything without success.


All my settings for both itunes and windows seems to be fine, hosts proxy firewall internet connection, unistalled and installed itunes.

For sure it is related to windows 10 because i faced it just after upgraded from 8.1


Thanks in advance.

Sep 5, 2015 2:02 PM

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Question marked as Helpful

Sep 10, 2015 3:40 PM in response to Bunkshyde In response to Bunkshyde

Well, I'm gonna be honest I don't remember it because I just use a solution after another to try if it works .I will give some of the solutions I tried to use.


  1. Try Re-installing Itunes and before installing go to press the windows key and r to run "%appdata%", got Local, then Apple Computer and Itunes and erase "iTunesPrefs" and the same thing but in stead of Local open Roaming.
  2. Open CommandPrompt (Admin Mode) and type "netsh winsock reset" and press enter

This are the ones I remember but some come to mind I will post them.

Sep 10, 2015 3:40 PM

Reply Helpful (6)
Question marked as Helpful

Sep 11, 2015 1:07 PM in response to Ecastro179 In response to Ecastro179

Man you are GREAT!!!


I tried this (the easier)

Open CommandPrompt (Admin Mode) and type "netsh winsock reset" and press enter


And YES it fixed the problem.


Now i have back full connectivity to the store and all is like before on Windows 8.1


Really thanks my friend.

Sep 11, 2015 1:07 PM

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Dec 10, 2015 3:23 PM in response to Ecastro179 In response to Ecastro179

I have the same issue and nothing I've tried from any forum has fixed this. iTunes diagnostics show iTuens is connected to the internet but says it cannot make a secure connection to the iTunes store. All network connections are ok. I read in another forum that it could be connected to Quicktime so I went through all of the steps to fix that which still does nothing. Hopefully Apple will fix this issue soon.

Dec 10, 2015 3:23 PM

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Dec 10, 2015 3:32 PM in response to sstamnes In response to sstamnes

After posting this I tried one last gasp attempt and again deleted iTunes and reinstalled it. Amazingly it now works. So I did the following steps:


1. Reset winsock as outlined above;

2. Reinstalled Quicktime. I did not uninstall it before hand, I just ran the installer;

3. Uninstalled iTunes from the "Programs and Features" in control panel;

4. Installed iTunes agan and presto! it worked.


Hope this can help someone else.

Dec 10, 2015 3:32 PM

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Question: Cannot connect to iTunes store on Windows 10