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

23 replies

turingtest2

Level 10

278,297 points

Oct 14, 2016 10:28 AM in response to LilDeb810

Rename or delete the iTunes Library Genius.itdb file which will force iTunes to rebuild it from scratch.

tt2

LilDeb810 Author

Level 1

8 points

Oct 14, 2016 10:55 AM in response to turingtest2

So I renamed it to .old and no such luck. Still hung. I then renamed the entire iTunes folder to iTunesOld to force it to recreate the folder and again, no luck. It did recognize that I was a new user, but it still hung. The Event Log keeps referencing the .exe but I am convinced that it is something to do with network communication.

turingtest2

Level 10

278,297 points

Oct 14, 2016 11:08 AM in response to LilDeb810

LilDeb810 wrote:

... but I am convinced that it is something to do with network communication.

Seems like a good call. Try TCP and UDP ports used by Apple software products - Apple Support.

tt2

LilDeb810 Author

Level 1

8 points

Oct 14, 2016 11:23 AM in response to turingtest2

Do you know what iTunes is trying to connect to? Either a URL or an IP address or something that i can see if I can get to it without going through itunes? I can ping, trace route or something????

turingtest2

Level 10

278,297 points

Oct 14, 2016 11:45 AM in response to LilDeb810

I'm afraid not. Just a thought though, open Control Panel > Network and Sharing > Internet Options > Advanced > Security (or the equivalent) and uncheck "Do not save encrypted pages to disk" if checked. You can also Gather and use iTunes Diagnostics in iTunes for Windows - Apple Support in case there are any hints there.

tt2

LilDeb810 Author

Level 1

8 points

Oct 14, 2016 12:07 PM in response to turingtest2

So I disabled my network, launched iTunes, launched the troubleshooter, enabled the network and clicked "Next" and both iTunes and the Troubleshooter froze. And nothing new in the Event Viewer. I think I have reached the end and we are going to have to throw inthe towel on getting iTunes to work over here. I really do appreciate all of your help and diligence though.

turingtest2

Level 10

278,297 points

Oct 14, 2016 12:11 PM in response to LilDeb810

Can you roll back to the previous version you had installed?

tt2

turingtest2

Level 10

278,297 points

Nov 4, 2016 12:38 PM in response to LilDeb810

Try the newly released iTunes 12.5.3.17. It resolves an issue with iCloud Music Library and may help you too. Apple Software Update isn't detecting it as a new version as yet so a manual download from http://www.apple.com/itunes/download or the iTunes installers section of my troubleshooting tip is probably the way to go.

tt2

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iTunes hangs when launching