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Cannot connect to iTunes store


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#1
nessa1422

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Hi,
I am running Windows 7 on my laptop and can open iTunes fine, but cannot connect to the store. I get the box saying 'iTunes could not connect to the iTunes store'.
I am running the Windows firewall and as far as I can see, this web site is allowed, so wonder if anyone could help please?

Thank you,
Ness
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#2
Spyderturbo007

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Please follow these instructions to run the iTunes Diagnostics. Once completed, click on the "Copy to clipboard" button and paste the results in your next reply.
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#3
nessa1422

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Hi,
Thanks for the reply. Have attached report.

Kind regards,
Ness.Attached File  iTunes Diagnostics.rtf   2.9KB   192 downloads
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#4
Spyderturbo007

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Are you able to navigate to the Apple website using a normal browser, such as Firefox or Internet Explorer? What security software are you currently using? Also, can you navigate to the Start button and look for a program called "Apple software update"? Open that and see if it properly connects to Apple servers for an update.

Edited by Spyderturbo007, 01 December 2010 - 10:06 AM.

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#5
nessa1422

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Hi,
Cannot connect to the update - says server could not be found. Can get onto the Apple web site ok though.
Only security running is the Windows firewall as far as I know.

Thanks,
Ness
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#6
Spyderturbo007

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Please go here to download and install the newest version of iTunes.

Edited by Spyderturbo007, 06 December 2010 - 07:16 AM.

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#7
nessa1422

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Hi, Have downloaded latest, but still can't connect to the store. Box says that internet connection has timed out.
Thanks again for your help.

Ness.
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#8
Spyderturbo007

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Now that you have the new version, can you please rerun the diagnostics using the instructions in Post #2?

Also, please navigate to Edit -> Preferences and then click on the Parental Control tab and make sure the store isn't disable. Then click on the Advanced tab and press the button that says Reset iTunes Store Cache.

Edited by Spyderturbo007, 06 December 2010 - 12:02 PM.

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#9
nessa1422

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Hi, now get a box saying 'iTunes help is unavailable because your computer isn't connected to the internet'.
Obviously it is, so not sure why that would happen.
Have done instructions as requested.
Thanks,
Ness
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#10
Spyderturbo007

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Can you go to Start -> Run, type the following in the box and then hit enter

services.msc

Double click on Bonjour Service. Can you tell me what it says under "Startup Type" and "Service Status"?

Edited by Spyderturbo007, 06 December 2010 - 01:16 PM.

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#11
nessa1422

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Hi,

Under start up type - automatic
Under service status - started

Thank you,
Ness
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#12
Spyderturbo007

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Please download AutoRuns and save it to your desktop. Double click on the downloaded folder and choose "Extract All Files". Once extracted, open the program named Autoruns. Click on Options and then Hide Microsoft and Windows Entries.

Next go to File -> Save and choose the file type to Text File (.txt). Please attach the text file to your next reply.
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#13
nessa1422

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Hi,
Hope this is right. Not great at attaching!!!

Attached File  AutoRuns.txt   74.88KB   90 downloads
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#14
Spyderturbo007

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Well, I'm not seeing anything unusual there, other than the fact that you aren't running any type of anti-virus or security software.

Lets try disabling the Windows firewall and resetting the hosts file. Go to Start -> Control Panel -> Windows Firewall and click the radio button next to "Disabled" and then press OK.

Next, please download HostsXpert from this location. Once unzipped, open the folder and double click on the file named HostsXpert.exe. Click "Restore MS Hosts File" and then click "OK". You can now exit the program.

Can you access the store now?

Edited by Spyderturbo007, 08 December 2010 - 07:36 AM.

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#15
nessa1422

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Hi, Still not able to access the store.

Thanks again,
Ness.
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