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Engineer John C.
Engineer John C., Computer Engineer & Mac Enthusiast
Category: Mac
Satisfied Customers: 14387
Experience:  I am Computer Science Engineer CompTIA A+ and Cisco certified and have 10 years of experience fixing Macs
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I need help getting iTunes to work on my laptop. Its running

Resolved Question:

I need help getting iTunes to work on my laptop. It's running Vista and I've never been able to log inot the itunes store from this unit. I know it's something with the firewall or who knows what... Apple sure isn't helping me...
Submitted: 4 years ago.
Category: Mac
Expert:  Engineer John C. replied 4 years ago.
Hello, I am John Cappucci, Computer Science Engineer. I will be happy to help you.

Can I have the EXACT error message, please?

Thank you

John Cappucci
Computer Science Engineer
Customer: replied 4 years ago.

We could not complete your iTunes Store request. An unkown error occurred (-9808).
There was an error in the iTunes Store. Please try again later.

 

 

Here is the diagnostic report...

 


Microsoft Windows Vista Home Premium Edition Service Pack 1 (Build 6001)
Acer Aspire 5720Z
iTunes 10.0.1.22
QuickTime 7.6.8
FairPlay 1.9.16
Apple Application Support 1.3.2
iPod Updater Library 10.0d2
CD Driver 2.2.0.1
CD Driver DLL 2.1.1.1
Apple Mobile Device 3.2.0.47
Apple Mobile Device Driver 1.45.0.0
Bonjour 2.0.3.0 (214.3)
Gracenote SDK 1.7.1.420
Gracenote MusicID 1.7.1.78
Gracenote Submit 1.7.1.106

iTunes Serial Number 7BD3CE0468610C4E

Current user is not an administrator.
The current local date and time is 2010-10-02 09:55:36.
iTunes is not running in safe mode.
WebKit accelerated compositing is enabled.
HDCP is not supported.

Video Display Information

Intel Corporation, Mobile Intel(R) 965 Express Chipset Family
Intel Corporation, Mobile Intel(R) 965 Express Chipset Family


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

No external plug-ins installed.

iPodService 10.0.1.22 is currently running.
iTunesHelper 10.0.1.22 is currently running.
Apple Mobile Device service 3.2.0.0 is currently running.

**** Network Connectivity Tests ****

Network Adapter Information

Adapter Name: {264C113B-D5C8-4A07-9A4D-C5EE16730A34}
Description: Atheros AR5007EG Wireless Network Adapter
IP Address: 192.168.1.104
Subnet Mask: 255.255.255.0
Default Gateway: 192.168.1.1
DHCP Enabled: Yes
DHCP Server: 192.168.1.1
Lease Obtained: Sat Oct 02 06:10:16 2010

Lease Expires: Sun Oct 03 06:10:16 2010

DNS Servers: 68.87.75.198
68.87.64.150

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 browsing iTunes Store was successful.
Connection attempt to purchasing from iTunes Store was unsuccessful.
An unknown error occurred (-9808).
Connection attempt to iPhone activation server was unsuccessful.
An unknown error occurred (-9808).
Connection attempt to firmware update server was successful.
Last successful store access was 2010-10-01 20:07:17.

Expert:  Engineer John C. replied 4 years ago.

Please remember to click ACCEPT if we solve the issue, for me to be paid :-) (even if you have a subscription or trial plan with us, and even if you see the holding charge in your credit/debit account I need you to click Accept for the money to be released to me)

Please follow the steps below:

1- Close iTunes if it is already open

2- Open Internet Explorer

3- Click Tools, then Internet Options

4- Click the "Advanced" tab

5- Scroll down to the security section. Make sure "Check for server certificate revocation (requires restart)" is UNCHECKED

6- Then click Apply AND/OR OK

7- Restart the computer BUT PLEASE FIRST BOOKMARK (add to favorites) THIS PAGE SO YOU CAN COME BACK WITH ME AFTER THE RESTART, and click Accept if the issue is solved (that's the only way I can get paid for my effort. Thank you)

8- Open iTunes. Please let me know if the issue is solved or not, so we can continue troubleshooting.

9- If I helped please click the Accept button for me to be paid :-) (even if you have a subscription or a trial membership)

Thank you

John Cappucci
Computer Science Engineer

*** 4 IMPORTANT THINGS *** (please read them)

1- Please click the ACCEPT button, so your deposit can be released and I can get paid for my effort. (*** Even if you have a subscription plan, you need to click the Accept button if the issue is solved for me to be paid, you won't be charged twice ***, don't worry. Thank you!)

2- Let me know if the answer doesn't work INSTEAD of leaving negative feedback, so we can still continue troubleshooting the issue.

3- Positive Feedback is very important to us. Please leave me a positive feedback after you are happy with the answer.

4- Any bonus will be greatly appreciated
Engineer John C., Computer Engineer & Mac Enthusiast
Category: Mac
Satisfied Customers: 14387
Experience: I am Computer Science Engineer CompTIA A+ and Cisco certified and have 10 years of experience fixing Macs
Engineer John C. and 7 other Mac Specialists are ready to help you
Customer: replied 4 years ago.

Well, we're a step closer it seems. I can now log into the iTunes Store but when I click on my account to view it and make changes, I'm getting a new error message:

 

We could not complete your iTunes Store requrst. An unknow error occured (-1202).

there was an error in the iTunes Store. Please try again later.

Customer: replied 4 years ago.
I got into the account from the pull down menu instead of the side bar. Thanks for your help.

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Engineer John C.
Engineer John C.
1518 Satisfied Customers
I am Computer Science Engineer CompTIA A+ and Cisco certified and have 10 years of experience fixing Macs