iTunes hangs when launching

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Level 1

8 points

iTunes hangs when launching

Hi There,

iTunes hangs when launched. This has started happening about 2 weeks ago on multiple Windows 7 computers. here are the troubleshooting steps I have taken:

Uninstalled, rebooted and reinstalled all Apple products.
Started iTunes in Safe Mode
Reset Winsock and verified that Bonjour is the only thing running
Checked Event Viewer and showed the crash but no information as to the cause.

This one is very interesting to me; I disconnected from the network and iTunes launched successfully. I was able to work and was able to back up my phone. However, as soon as I reconnected to the network, iTunes froze again. In the status bar at the top, it said connecting to iTunes store. I killed the app, disconnected network and relaunched. Accessed my settings to turn off anything that I could related to iTunes or requiring network connectivity, and reconnected. iTunes froze again.

I am at a loss. I have tried everything I can think of. I have searched the forums and I have done broad search, but I am unable to find anything that has been able to resolve this issue. Again, this is happening on multiple computers. Any assistance would be greatly appreciated.

Windows 7

Posted on Oct 13, 2016 11:14 AM

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Answer 1

turingtest2

Level 10

278,297 points

Oct 13, 2016 12:08 PM in response to LilDeb810

See this post Re: Re: ITunes has stopped working whenever it launches. What do you actually see in the event viewer?

tt2

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Answer 2

LilDeb810 Author

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Oct 13, 2016 12:33 PM in response to turingtest2

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Answer 3

turingtest2

Level 10

278,297 points

Oct 13, 2016 1:03 PM in response to LilDeb810

You're not running the latest build. If you downgraded from 12.5.1 did you do a thorough uninstall all of all Apple components in a similar way to that shown in the second box of Troubleshooting issues with iTunes for Windows updates?

tt2

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Answer 4

LilDeb810 Author

Level 1

8 points

Oct 13, 2016 2:44 PM in response to turingtest2

Remove all of these items in the following order:

QuickTime - Not Present

iTunes - REMOVED

Apple Software Update - REMOVED

Apple Mobile Device Support - REMOVED

iCloud - Not present

MobileMe - Not Present

Bonjour - REMOVED

Apple Application Support - REMOVED Had both 32 and 64-bit

Reboot your computer. - DONE

Delete any of the following folders where they can be found: (see note 3)

C:\Program Files\Bonjour - Not There

C:\Program Files\Common Files\Apple - Empty and deleted

C:\Program Files\iPod - Not There

C:\Program Files\iTunes - Not There

also on 64-bit systems:

C:\Program Files (x86)\Bonjour - Not There

C:\Program Files (x86)\Common Files\Apple - Empty and deleted

C:\Program Files (x86)\iPod - Not There

C:\Program Files (x86)\iTunes - Not There

and where C:\ may need to replaced with the drive letter of your system drive if different.

Delete any shortcuts to iTunes or other Apple software that may remain in the start menu, task bar or on your desktop. - No shortcuts were left behind. Checked services and all had been removed after the reboot.

Downloaded and reinstalled iTunes.

Launched - Still hangs

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Answer 5

LilDeb810 Author

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8 points

Oct 13, 2016 2:54 PM in response to LilDeb810

Same situation though. I disconnect from the network and it launches fine, but as soon as I reconnect it hangs again.

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Answer 6

turingtest2

Level 10

278,297 points

Oct 13, 2016 2:59 PM in response to LilDeb810

Hmm, no further forward then. See Fix unexpected quits or launch issues in iTunes for Windows - Apple Support. Is the behaviour any different in iTunes Safe mode, if you run as administrator, if you run in a different profile? You could taking the machine offline, sign out of the store, then see if iTunes will work when the computer is online, and whether you can now sign into the store again.

tt2

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Answer 7

LilDeb810 Author

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8 points

Oct 13, 2016 3:18 PM in response to turingtest2

I have run the app in Safe Mode as well as a different profile. Still hangs.

I have run the computer in Safe Mode w/out networking, app runs fine. This is what led me to disconnect.

When disconnected, I can launch iTunes. My iTunes user information has all been removed, however when I reconnect to the network, iTunes hangs. Again, no login information is in the preferences.

Again, this is happening on multiple machines. Granted all the troubleshooting between you and I has been on my machine only.

I will look into the article you posted above.

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Answer 8

LilDeb810 Author

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8 points

Oct 13, 2016 3:44 PM in response to LilDeb810

I took a look at the link you provided above, and I had actually viewed that document yesterday and tried all the suggestions that applied to my situation, yesterday.

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Answer 9

LilDeb810 Author

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8 points

Oct 13, 2016 3:45 PM in response to LilDeb810

Also, I should mention that I had remarked out the entry in my hosts file, so that's not it either.

and my firewall allows for iTunes

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Answer 10

turingtest2

Level 10

278,297 points

Oct 13, 2016 4:38 PM in response to LilDeb810

You could try the "for older video cards" release. Do you have a proxy server set up? That might be a common factor.

tt2

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Answer 11

LilDeb810 Author

Level 1

8 points

Oct 14, 2016 7:24 AM in response to turingtest2

Thanks again for your response. No, we do not have a proxy set up.

Also, I have looked around and cannot find alternative downloads for iTunes. Where can I go to find the "for older video cards" version that you are referring to? The other thing is that we are all on different machines. Two are desktops, mine is a more robust higher end machine as I'm a Sys Admin, the other is a standard for end users and the third is a laptop but it too is pretty robust as he is my boss and a programmer/developer. One thing that they all do have in common is that they are Dells.

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Answer 12

turingtest2

Level 10

278,297 points

Oct 14, 2016 7:33 AM in response to LilDeb810

See the Further information area of the user tip for download links. This version is working fine for me on several Dell machines both at home and at work.

tt2

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Answer 13

LilDeb810 Author

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Oct 14, 2016 7:35 AM in response to turingtest2

Do I need to uninstall everything in the recommended order, or can I just uninstall iTunes and leave everything else?

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Answer 14

turingtest2

Level 10

278,297 points

Oct 14, 2016 7:44 AM in response to LilDeb810

Uninstall all Apple components to be on the safe side. It might not make any difference, but it won't hurt (other than a few more minutes).

tt2

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Answer 15

LilDeb810 Author

Level 1

8 points

Oct 14, 2016 8:41 AM in response to turingtest2

UGH!!! Uninstalled everything and installed iTunes 12.5.1.21 for Windows (64-bit - for older video cards)

Same thing!!!!

Disconnected from the network, launched just fine. Was able to move around within my libraries. Reconnected the network, was able to move around within my libraries. Hit Genius....HUNG!!!! AAAHHHHH!!! LOL

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