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itunes could not connect to the itunes store


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#1
Darknight 2009

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Hi guys / gals:

My itunes recently stopped connecting to the itunes store. Says: Itunes could not connect to the itunes store, please make sure your network connection is active.

Now, everything else works fine, i can connect to the internet, browse the web and everything. Brought the computer to a computer store, and they were able to connect to the itunes store. I called my ISP this morning and they blame itunes, itunes blames the ISP. :)

took down my firewall, and disabled NIS, but still cant connect to the itunes store.
Please help....

Running Windows Vista.
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#2
Spyderturbo007

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Do you have Safari installed? I'm not sure what version of iTunes you are running, buy you should be able to go to Help -> Run Diagnostics then select Network Diagnostics. Give that a go and paste the results here.

Edited by Spyderturbo007, 24 December 2009 - 09:06 AM.

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#3
Darknight 2009

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Microsoft Windows Vista x64 x64 Home Premium Edition Service Pack 1 (Build 6001)
Hewlett-Packard HP Pavilion dv3 Notebook PC
iTunes 9.0.2.25
QuickTime 7.6.5
FairPlay 1.5.23
Apple Application Support 1.1.0
iPod Updater Library 9.0d11
CD Driver 2.2.0.1
CD Driver DLL 2.1.1.1
Apple Mobile Device 2.6.0.32
Apple Mobile Device Driver 1.45.0.0
Bonjour 1.0.6.2 (118.5)

iTunes Serial Number ECCB76118D9C666F

Current user is not an administrator.
The current local date and time is 2009-12-24 10:29:52.
iTunes is not running in safe mode.

Video Display Information

ATI Technologies Inc., ATI Radeon HD 3200 Graphics


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

No external plug-ins installed.

**** Network Connectivity Tests ****

Network Adapter Information

Adapter Name: {9338D47D-8792-4168-A30B-402634F19AF0}
Description: Broadcom 4322AG 802.11a/b/g/draft-n Wi-Fi Adapter
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 16:00:00 1969

Lease Expires: Wed Dec 31 16:00:00 1969

DNS Servers:

Adapter Name: {81C4E818-D959-4176-B0CB-49B1A783BB9A}
Description: Realtek RTL8168C(P)/8111C(P) Family PCI-E Gigabit Ethernet NIC (NDIS 6.0)
IP Address: 142.217.11.47
Subnet Mask: 255.255.255.0
Default Gateway: 142.217.11.1
DHCP Enabled: Yes
DHCP Server: 10.100.2.5
Lease Obtained: Thu Dec 24 08:24:59 2009

Lease Expires: Fri Dec 25 08:24:59 2009

DNS Servers: 142.217.192.9
142.217.192.9
142.217.192.8

Active Connection: LAN Connection
Connected: Yes
Online: Yes
Using Modem: No
Using LAN: Yes
Using Proxy: No
SSL 3.0 Support: Enabled
TLS 1.0 Support: Enabled

Firewall Information

Windows Firewall is off.

Connection attempt to Apple web site was successful.
Connection attempt to iTunes Store was successful.
Secure connection attempt to iTunes Store was unsuccessful.
The network connection timed out.
Secure connection attempt to iPhone activation server unsuccessful.
The network connection timed out.
Last successful store access was 2009-12-22 14:10:12.
The date and time on this computer is not set correctly. Secure connections to the iTunes Store may fail.


**** CD/DVD Drive Tests ****

No drivers in LowerFilters.
UpperFilters: GEARAspiWDM (2.2.0.1),

E: HL-DT-ST DVDRAM GS20N, Rev HP06
Drive is empty.



**** iPod/iPhone Connectivity Tests ****

iPodService 9.0.2.25 is currently running.
iTunesHelper is currently not running.
Apple Mobile Device service 2.50.39.0 is currently running.

Universal Serial Bus Controllers:

Standard Enhanced PCI to USB Host Controller. Device is working properly.
Standard OpenHCD USB Host Controller. Device is working properly.
Standard OpenHCD USB Host Controller. Device is working properly.

No FireWire (IEEE 1394) Host Controller found.

Connected Device Information:

CHRIS'S 4GB (F:\), iPod shuffle (3rd Generation) running firmware version 1.1
Serial Number: 4H93521Z891
Bus Speed: 61440


**** iPhone/iPod Touch Sync Tests ****

No iPhone or iPod found.
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#4
Spyderturbo007

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Try setting your computers clock to the correct time, date and time zone and see if that solves the problem.

Edited by Spyderturbo007, 24 December 2009 - 03:16 PM.

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#5
Darknight 2009

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Hi Spyderturbo007,

Sorry for the delay, had to do the christmas thing. I did changed my clock from PST to EST which is my correct time zone but itunes still wont connect to the store.

P.S. - I managed to use itunes on a different connection with this same laptop during christmas day. So I don't know whats going on.

Hope you had a merry X-Mas!!!
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#6
Spyderturbo007

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Was the time on the clock incorrect or just the time zone? Your diagnostics gave me this:

The date and time on this computer is not set correctly. Secure connections to the iTunes Store may fail.


If it was correct, then perhaps iTunes is seeing the time on the router and interpreting it as the PC's clock? That does make a little more sense, since you said that it worked on a different persons connection. Can you log into your router and check to make sure the time is correct?
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#7
DarkenedAngel

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I am experiencing the same issue. When I added the new iTunes to my computer I could no longer access the iTunes store or anything to do with iTunes and it connecting to my internet. I have tried everything that apple gives for it's support and still I have come no closer. I tried using a different computer to connect to the iTunes store on the same internet connection as the computer that doesn't work and I was able to connect... I have also tried adding Safari to my system... But still nothing...
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#8
Darknight 2009

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I am using a DSL modem, so i dunno how to use that exactly. but here is the latest diagnostic from itunes. also had a norton representative remotely access my computer and uninstall Norton program.

Microsoft Windows Vista x64 x64 Home Premium Edition Service Pack 1 (Build 6001)
Hewlett-Packard HP Pavilion dv3 Notebook PC
iTunes 9.0.2.25
QuickTime 7.6.5
FairPlay 1.5.23
Apple Application Support 1.1.0
iPod Updater Library 9.0d11
CD Driver 2.2.0.1
CD Driver DLL 2.1.1.1
Apple Mobile Device 2.6.0.32
Apple Mobile Device Driver 1.45.0.0
Bonjour 1.0.6.2 (118.5)

iTunes Serial Number ECCB76118D9C666F

Current user is not an administrator.
The current local date and time is 2009-12-31 07:28:11.
iTunes is not running in safe mode.

Video Display Information

ATI Technologies Inc., ATI Radeon HD 3200 Graphics


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

No external plug-ins installed.

**** Network Connectivity Tests ****

Network Adapter Information

Adapter Name: {9338D47D-8792-4168-A30B-402634F19AF0}
Description: Broadcom 4322AG 802.11a/b/g/draft-n Wi-Fi Adapter
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 19:00:00 1969

Lease Expires: Wed Dec 31 19:00:00 1969

DNS Servers:

Adapter Name: {81C4E818-D959-4176-B0CB-49B1A783BB9A}
Description: Realtek RTL8168C(P)/8111C(P) Family PCI-E Gigabit Ethernet NIC (NDIS 6.0)
IP Address: 142.217.11.47
Subnet Mask: 255.255.255.0
Default Gateway: 142.217.11.1
DHCP Enabled: Yes
DHCP Server: 10.100.2.5
Lease Obtained: Thu Dec 31 06:40:54 2009

Lease Expires: Fri Jan 01 06:39:02 2010

DNS Servers: 142.217.192.9
142.217.192.9
142.217.192.8

Active Connection: LAN Connection
Connected: Yes
Online: Yes
Using Modem: No
Using LAN: Yes
Using Proxy: No
SSL 3.0 Support: Enabled
TLS 1.0 Support: Enabled

Firewall Information

Windows Firewall is on.
iTunes is enabled in Windows Firewall.

Connection attempt to Apple web site was successful.
Connection attempt to iTunes Store was successful.
Secure connection attempt to iTunes Store was successful.
Secure connection attempt to iPhone activation server unsuccessful.
The network connection timed out.
Last successful store access was 2009-12-25 13:36:58.


**** CD/DVD Drive Tests ****

No drivers in LowerFilters.
UpperFilters: GEARAspiWDM (2.2.0.1),

E: HL-DT-ST DVDRAM GS20N, Rev HP06
Drive is empty.



**** iPod/iPhone Connectivity Tests ****

iPodService 9.0.2.25 is currently running.
iTunesHelper is currently not running.
Apple Mobile Device service 2.50.39.0 is currently running.

Universal Serial Bus Controllers:

Standard Enhanced PCI to USB Host Controller. Device is working properly.
Standard OpenHCD USB Host Controller. Device is working properly.
Standard OpenHCD USB Host Controller. Device is working properly.

No FireWire (IEEE 1394) Host Controller found.

Most Recent Device Not Currently Connected:

iPod shuffle (2nd & 3rd Generation) running firmware version 1.0.4
Serial Number: 4H91107X3FK

**** iPhone/iPod Touch Sync Tests ****

No iPhone or iPod found.
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#9
Spyderturbo007

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Does it work now? At least you are making some progress by uninstalling Norton because it seems to have allowed a secure connection to the store. I am seeing a failed secure connection to the iPhone configuration server, but I'm not sure if that's typically needed if you don't have an iPhone. I would check my home machine, but my wife and I both have iPhones, so I wouldn't be able to tell you if that is normal if you don't have the iPhone.

  • Secure connection attempt to iTunes Store was successful.
  • Secure connection attempt to iPhone activation server unsuccessful.


But for some reason it's still saying that your time is incorrect. Typically DSL modems don't have much in the way of configurations. It's basically a pass through device for your signal.

I'm assuming your account is an Administrator account?

Edited by Spyderturbo007, 31 December 2009 - 09:41 AM.

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#10
Darknight 2009

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yes, it is an administrators account spyderturbo.

the time is set correctly on my end.

here is the latest itunes diagnostic:

Microsoft Windows Vista x64 x64 Home Premium Edition Service Pack 1 (Build 6001)
Hewlett-Packard HP Pavilion dv3 Notebook PC
iTunes 9.0.2.25
QuickTime 7.6.5
FairPlay 1.5.23
Apple Application Support 1.1.0
iPod Updater Library 9.0d11
CD Driver 2.2.0.1
CD Driver DLL 2.1.1.1
Apple Mobile Device 2.6.0.32
Apple Mobile Device Driver 1.45.0.0
Bonjour 1.0.6.2 (118.5)

iTunes Serial Number ECCB76118D9C666F

Current user is not an administrator.
The current local date and time is 2010-01-04 09:38:52.
iTunes is not running in safe mode.

Video Display Information

ATI Technologies Inc., ATI Radeon HD 3200 Graphics


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

No external plug-ins installed.

**** Network Connectivity Tests ****

Network Adapter Information

Adapter Name: {9338D47D-8792-4168-A30B-402634F19AF0}
Description: Broadcom 4322AG 802.11a/b/g/draft-n Wi-Fi Adapter
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 19:00:00 1969

Lease Expires: Wed Dec 31 19:00:00 1969

DNS Servers:

Adapter Name: {81C4E818-D959-4176-B0CB-49B1A783BB9A}
Description: Realtek RTL8168C(P)/8111C(P) Family PCI-E Gigabit Ethernet NIC (NDIS 6.0)
IP Address: 142.217.11.47
Subnet Mask: 255.255.255.0
Default Gateway: 142.217.11.1
DHCP Enabled: Yes
DHCP Server: 10.100.2.5
Lease Obtained: Mon Jan 04 09:09:59 2010

Lease Expires: Tue Jan 05 09:09:59 2010

DNS Servers: 142.217.192.9
142.217.192.9
142.217.192.8

Active Connection: LAN Connection
Connected: Yes
Online: Yes
Using Modem: No
Using LAN: Yes
Using Proxy: No
SSL 3.0 Support: Enabled
TLS 1.0 Support: Enabled

Firewall Information

Windows Firewall is on.
iTunes is enabled in Windows Firewall.

Connection attempt to Apple web site was successful.
Connection attempt to iTunes Store was successful.
Secure connection attempt to iTunes Store was unsuccessful.
The network connection timed out.
Secure connection attempt to iPhone activation server unsuccessful.
The network connection timed out.
Last successful store access was 2009-12-25 13:36:58.


**** CD/DVD Drive Tests ****

No drivers in LowerFilters.
UpperFilters: GEARAspiWDM (2.2.0.1),

E: HL-DT-ST DVDRAM GS20N, Rev HP06
Drive is empty.



**** iPod/iPhone Connectivity Tests ****

iPodService 9.0.2.25 is currently running.
iTunesHelper is currently not running.
Apple Mobile Device service 2.50.39.0 is currently running.

Universal Serial Bus Controllers:

Standard Enhanced PCI to USB Host Controller. Device is working properly.
Standard OpenHCD USB Host Controller. Device is working properly.
Standard OpenHCD USB Host Controller. Device is working properly.

No FireWire (IEEE 1394) Host Controller found.

Most Recent Device Not Currently Connected:

iPod touch running firmware version 3.1.1
Serial Number: 8L935BTR75J

**** iPhone/iPod Touch Sync Tests ****

No iPhone or iPod found.
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#11
Spyderturbo007

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Well, it no longer says that the time and date are incorrect, so that's a good thing, although I am still seeing this:

Current user is not an administrator.
The current local date and time is 2010-01-04 09:38:52.


You said that you were logged on as the Administrator? So I'm wondering if it has something to do with Vista's UAC. Can you try something, that I doubt will work. :)

Right click on the iTunes shortcut and chose Run as Administrator. See if you can connect then and also run the network diagnostics again, if you have time.
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#12
Darknight 2009

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Tried to right click and run as administrator, the run as administrator isn't available for this windows vista laptop when i right click.

Microsoft Windows Vista x64 x64 Home Premium Edition Service Pack 1 (Build 6001)
Hewlett-Packard HP Pavilion dv3 Notebook PC
iTunes 9.0.2.25
QuickTime 7.6.5
FairPlay 1.5.23
Apple Application Support 1.1.0
iPod Updater Library 9.0d11
CD Driver 2.2.0.1
CD Driver DLL 2.1.1.1
Apple Mobile Device 2.6.0.32
Apple Mobile Device Driver 1.45.0.0
Bonjour 1.0.6.2 (118.5)

iTunes Serial Number ECCB76118D9C666F

Current user is not an administrator.
The current local date and time is 2010-01-06 12:26:07.
iTunes is not running in safe mode.

Video Display Information

ATI Technologies Inc., ATI Radeon HD 3200 Graphics


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

No external plug-ins installed.

**** Network Connectivity Tests ****

Network Adapter Information

Adapter Name: {9338D47D-8792-4168-A30B-402634F19AF0}
Description: Broadcom 4322AG 802.11a/b/g/draft-n Wi-Fi Adapter
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 19:00:00 1969

Lease Expires: Wed Dec 31 19:00:00 1969

DNS Servers:

Adapter Name: {81C4E818-D959-4176-B0CB-49B1A783BB9A}
Description: Realtek RTL8168C(P)/8111C(P) Family PCI-E Gigabit Ethernet NIC (NDIS 6.0)
IP Address: 142.217.11.47
Subnet Mask: 255.255.255.0
Default Gateway: 142.217.11.1
DHCP Enabled: Yes
DHCP Server: 10.100.2.5
Lease Obtained: Wed Jan 06 12:11:02 2010

Lease Expires: Thu Jan 07 07:48:21 2010

DNS Servers: 142.217.192.9
142.217.192.9
142.217.192.8

Active Connection: LAN Connection
Connected: Yes
Online: Yes
Using Modem: No
Using LAN: Yes
Using Proxy: No
SSL 3.0 Support: Enabled
TLS 1.0 Support: Enabled

Firewall Information

Windows Firewall is on.
iTunes is enabled in Windows Firewall.

Connection attempt to Apple web site was unsuccessful.
The network connection timed out.
Connection attempt to iTunes Store was successful.
Secure connection attempt to iTunes Store was successful.
Secure connection attempt to iPhone activation server unsuccessful.
The network connection timed out.
Last successful store access was 2009-12-25 13:36:58.


**** CD/DVD Drive Tests ****

No drivers in LowerFilters.
UpperFilters: GEARAspiWDM (2.2.0.1),

E: HL-DT-ST DVDRAM GS20N, Rev HP06
Drive is empty.



**** iPod/iPhone Connectivity Tests ****

iPodService 9.0.2.25 is currently running.
iTunesHelper is currently not running.
Apple Mobile Device service 2.50.39.0 is currently running.

Universal Serial Bus Controllers:

Standard Enhanced PCI to USB Host Controller. Device is working properly.
Standard OpenHCD USB Host Controller. Device is working properly.
Standard OpenHCD USB Host Controller. Device is working properly.

No FireWire (IEEE 1394) Host Controller found.

Most Recent Device Not Currently Connected:

iPod shuffle (2nd & 3rd Generation) running firmware version 1.0.4
Serial Number: 4H915ATB438

**** iPhone/iPod Touch Sync Tests ****

No iPhone or iPod found.
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#13
Spyderturbo007

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I just don't understand what the problem is here. I checked my network diagnostics and everything seems very similar to what you are getting, minus the inability to connect securely to the iTunes store. Since you were able to connect correctly when you took the laptop to the store, it sounds like there is something going on with your ISP or your modem. Is there a router involved in the picture, or is it just a modem? Can you give me the model number and brand of both your modem and router if you are using one?
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#14
rakelita

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Hello!
Hey, im going crazy too with this itunes store not working. Mine says: "the network connection timed out".
I have been reading through the forum and did everything they said:
-"check the firewall"
-"allow itunes"
-"check the time and date is correct"
-"my antivirus"
And i also tried other things but without any succes...i dont know what to do anymore. It has worked just fine until monday that my boyfriend took the computer with him to Israel, and when he came back, itunes store stoped working in all of the computers of the house. I run the diagnostic (which i will copy the results here), and i noticed on the IP address it says "0.0.0.0". I dont know if this has something to do...To be honest, i have no clue about computer issues :)
Anyways, i really hope somebody can help me...
Thank you in advance for any help.
Here the copy of my diagnostic:


Microsoft Windows Vista x64 x64 Home Premium Edition Service Pack 2 (Build 6002)
Sony Corporation VGN-CS190J
iTunes 9.0.3.15
QuickTime 7.6.5
FairPlay 1.6.16
Apple Application Support 1.1.0
iPod Updater Library 9.0d11
CD Driver 2.2.0.1
CD Driver DLL 2.1.1.1
Apple Mobile Device 2.6.0.32
Apple Mobile Device Driver not found.
Bonjour 1.0.6.2 (118.5)

iTunes Serial Number EDFEB91386485D82

Current user is not an administrator.
The current local date and time is 2010-02-18 14:58:20.
iTunes is not running in safe mode.

Video Display Information

(Standard display types), Standard VGA Graphics Adapter
Intel Corporation, Mobile Intel® 4 Series Express Chipset Family
Intel Corporation, Mobile Intel® 4 Series Express Chipset Family


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

No external plug-ins installed.

iPodService 9.0.3.15 is currently running.
iTunesHelper 9.0.3.15 is currently running.
Apple Mobile Device service 2.50.39.0 is currently running.

**** Network Connectivity Tests ****

Network Adapter Information

Adapter Name: {D446CD6D-8924-486A-BCB7-234AAA3A9027}
Description: Bluetooth Device (Personal Area Network)
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: Thu Jan 01 02:00:00 1970

Lease Expires: Thu Jan 01 02:00:00 1970

DNS Servers:

Adapter Name: {FD190792-65C2-4517-B61A-97FDE34D7D7E}
Description: Intel® Wireless WiFi Link 5100
IP Address: 192.168.2.21
Subnet Mask: 255.255.255.0
Default Gateway: 192.168.2.1
DHCP Enabled: Yes
DHCP Server: 192.168.2.1
Lease Obtained: Thu Feb 18 14:32:04 2010

Lease Expires: Thu Feb 18 15:32:04 2010

DNS Servers: 192.168.2.1
192.168.2.1

Adapter Name: {71C35341-B0AE-4A19-8C6F-55925B0AE5D8}
Description: Marvell Yukon 88E8040 PCI-E Fast Ethernet 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: Thu Jan 01 02:00:00 1970

Lease Expires: Thu Jan 01 02:00:00 1970

DNS Servers:

Active Connection: LAN Connection
Connected: Yes
Online: Yes
Using Modem: No
Using LAN: Yes
Using Proxy: No
SSL 3.0 Support: Enabled
TLS 1.0 Support: Enabled

Firewall Information

Windows Firewall is off.

Connection attempt to Apple web site was successful.
Connection attempt to iTunes Store was successful.
Secure connection attempt to iTunes Store was successful.
Secure connection attempt to iPhone activation server was successful.
Last successful store access was 2010-02-18 14:58:07.
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#15
Spyderturbo007

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I'll quote myself since it's easier. :)

Is there a router involved in the picture, or is it just a modem? Can you give me the model number and brand of both your modem and router if you are using one?


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