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Viet - Mac Tech
Viet - Mac Tech, Mac Support Tech
Category: Mac
Satisfied Customers: 25729
Experience:  Support Mac laptops, desktops, & iPhone, iPad, iPod, etc.
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i can not connect to itunes store...error message states i

Customer Question

i can not connect to itunes store...error message states i am not connected to the internet....but i am???
Submitted: 2 years ago.
Category: Mac
Expert:  Viet - Mac Tech replied 2 years ago.
Hi,

Please click on Start->All Programs->Accessories, then right-click on Command Prompt and click on Run as administrator. Then type

netsh winsock reset


and press Enter. Then check.

If that does not work, please continue with the next commands:

ipconfig /release , and press Enter.
ipconfig /flushdns , and press Enter.
netsh int ip reset netshlog.txt , and press Enter.

Then restart the computer and check.

If it does not work:
Please click on Start, Control Panel, Network and Internet, Internet Options, Connections, LAN settings and make sure all the boxes are unchecked, then click on OK, OK.

Please download and save, and run the fix to reset the hosts file:
http://go.microsoft.com/?linkid=9668866

Please let me know if there is still any issue. Thank you.
Customer: replied 2 years ago.

i have followed all your instructions to a t...and still unaable to connect. I have recently changed my internet stick to a Next 3G stick. Could this have something to do with it. I am also copying to you the notes from the diagnostic tool in the ITunes programme.

Microsoft
Windows Vista Home Basic Edition Service Pack 2 (Build 6002)

Hewlett-Packard
Compaq Presario CQ60 Notebook PC



iTunes 10.6.1.7



QuickTime 7.7



FairPlay
1.14.37



Apple
Application Support 2.1.7



iPod Updater
Library 10.0d2



CD Driver
2.2.0.1



CD Driver DLL
2.1.1.1



Apple Mobile
Device 5.1.1.4



Apple Mobile
Device Driver 1.49.0.0



Bonjour
3.0.0.10 (333.10)



Gracenote SDK
1.9.5.502



Gracenote
MusicID 1.9.5.115



Gracenote
Submit 1.9.5.143



Gracenote DSP
1.9.5.45





iTunes Serial
Number 001BABhref="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.htmlC0DFC422href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.html





Current user is
not an administrator.



The current
local date and time is 2012-06-01 23:20:00.



iTunes is not
running in safe mode.



WebKit
accelerated compositing is enabled.



HDCP is not
supported.



Core Media is
supported.





Video Display
Information





Intel Corporation,
Mobile Intel(R) 4 Series Express Chipset Family



Intel
Corporation, Mobile Intel(R) 4 Series Express Chipset Family







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





No external
plug-ins installed.





iPodService
10.6.1.7 is currently running.



iTunesHelper
10.6.1.7 is currently running.



Apple Mobile
Device service 3.3.0.0 is currently running.





**** Network
Connectivity Tests ****





Network Adapter
Information





Adapter Name: {9D0FB3D9-E650-4DED-B034-437href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.htmlF66E1922}



Description: Sierra Wireless HSPA Network Adapter



IP Address: 123.211.22href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.html.241



Subnet Mask: 255.255.255.255



Default
Gateway: 61.9.211.1



DHCP Enabled: Yes



DHCP Server: 123.211.22href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.html.253



Lease Obtained: Fri Jun 01 22:53:50 2012





Lease Expires: Mon Jun 04 22:53:50 2012





DNS Servers: 61.9.211.1



61.9.1href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.htmlhref="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.html.33





Adapter Name: {href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-er ror-message-states.htmlCB06href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.html91-3href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.htmlCC-4Ahref="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.htmlC-BEEE-9041293FF41C}



Description: Atheros AR5007 href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.html02.11b/g WiFi
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: Thu Jan 01 10:00:00 1970





Lease Expires: Thu Jan 01 10:00:00 1970





DNS Servers:





Adapter Name: {href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.htmlhre f="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.htmlD91933-41DE-44AB-B477-4501916href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.html64AF}



Description: Realtek RTLhref="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.html102E/href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.html103E Family PCI-E
FE NIC



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 10:00:00 1970





Lease Expires: Thu Jan 01 10:00:00 1970





DNS Servers:





Active
Connection: LAN Connection



Connected: Yes



Online: Yes



Using Modem: No



Using LAN: Yes



Using Proxy: No





Firewall
Information





Windows
Firewall is off.





Connection
attempt to Apple web site was unsuccessful.



An unknown
error occurred (-3212).



Basic
connection to the store failed.



An unknown
error occurred (-3212).



Connection
attempt to Gracenote server was successful.



An unknown
error occurred (-3212).



Last successful
iTunes Store access was 2011-11-16 23:42:15.



Customer: replied 2 years ago.

i have followed all your instructions to a t...and still unaable to connect. I have recently changed my internet stick to a Next 3G stick. Could this have something to do with it. I am also copying to you the notes from the diagnostic tool in the ITunes programme.

Microsoft
Windows Vista Home Basic Edition Service Pack 2 (Build 6002)

Hewlett-Packard
Compaq Presario CQ60 Notebook PC



iTunes 10.6.1.7



QuickTime 7.7



FairPlay
1.14.37



Apple
Application Support 2.1.7



iPod Updater
Library 10.0d2



CD Driver
2.2.0.1



CD Driver DLL
2.1.1.1



Apple Mobile
Device 5.1.1.4



Apple Mobile
Device Driver 1.49.0.0



Bonjour
3.0.0.10 (333.10)



Gracenote SDK
1.9.5.502



Gracenote
MusicID 1.9.5.115



Gracenote
Submit 1.9.5.143



Gracenote DSP
1.9.5.45





iTunes Serial
Number 001BABhref="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.htmlC0DFC422href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.html





Current user is
not an administrator.



The current
local date and time is 2012-06-01 23:20:00.



iTunes is not
running in safe mode.



WebKit
accelerated compositing is enabled.



HDCP is not
supported.



Core Media is
supported.





Video Display
Information





Intel Corporation,
Mobile Intel(R) 4 Series Express Chipset Family



Intel
Corporation, Mobile Intel(R) 4 Series Express Chipset Family







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





No external
plug-ins installed.





iPodService
10.6.1.7 is currently running.



iTunesHelper
10.6.1.7 is currently running.



Apple Mobile
Device service 3.3.0.0 is currently running.





**** Network
Connectivity Tests ****





Network Adapter
Information





Adapter Name: {9D0FB3D9-E650-4DED-B034-437href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.htmlF66E1922}



Description: Sierra Wireless HSPA Network Adapter



IP Address: 123.211.22href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.html.241



Subnet Mask: 255.255.255.255



Default
Gateway: 61.9.211.1



DHCP Enabled: Yes



DHCP Server: 123.211.22href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.html.253



Lease Obtained: Fri Jun 01 22:53:50 2012





Lease Expires: Mon Jun 04 22:53:50 2012





DNS Servers: 61.9.211.1



61.9.1href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.htmlhref="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.html.33





Adapter Name: {href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itu nes-store-error-message-states.htmlCB06href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.html91-3href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.htmlCC-4Ahref="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.htmlC-BEEE-9041293FF41C}



Description: Atheros AR5007 href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.html02.11b/g WiFi
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: Thu Jan 01 10:00:00 1970





Lease Expires: Thu Jan 01 10:00:00 1970





DNS Servers:





Adapter Name: {href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-it unes-store-error-message-states.htmlhref="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.htmlD91933-41DE-44AB-B477-4501916href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.html64AF}



Description: Realtek RTLhref="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.html102E/href="http://www.justanswer.com/mac-computers/6qtm7-not-connect-itunes-store-error-message-states.html103E Family PCI-E
FE NIC



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 10:00:00 1970





Lease Expires: Thu Jan 01 10:00:00 1970





DNS Servers:





Active
Connection: LAN Connection



Connected: Yes



Online: Yes



Using Modem: No



Using LAN: Yes



Using Proxy: No





Firewall
Information





Windows
Firewall is off.





Connection
attempt to Apple web site was unsuccessful.



An unknown
error occurred (-3212).



Basic
connection to the store failed.



An unknown
error occurred (-3212).



Connection
attempt to Gracenote server was successful.



An unknown
error occurred (-3212).



Last successful
iTunes Store access was 2011-11-16 23:42:15.



Expert:  Viet - Mac Tech replied 2 years ago.
Please click on Start\Control Panel\Network and Internet\Network and Sharing Center, then click on Change adapter settings on the left (or click on Start and type ncpa.cpl and press Enter)

Right-click on the connected device/item, then click on Properties.
Select the “TCP/IPv4...” service in the list, then click the “Properties” button.

Then select the option Use the following DNS server addresses and add the following:

  • 8.8.8.8
  • 8.8.4.4

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, then click OK, OK. then check iTunes store.

If that does not work, please run the Autoruns program and check if any program interferes with iTunes, then update it and/or uninstall it:
http://support.apple.com/kb/TS4123?viewlocale=en_US

Thank you.
Customer: replied 2 years ago.

i again have followed your instructions with no luck. what is autorun though...????

i will have to leave it till tommorrow now im sorry unless you have any other quick ideas.

Expert:  Viet - Mac Tech replied 2 years ago.
Autoruns is a program that looks for the programs that may conflict with iTunes.
Did you see the website:
http://support.apple.com/kb/TS4123?viewlocale=en_US
, then download and install the program and see the instructions?

Thank you.
Customer: replied 2 years ago.
i have tried absolutely everything and nothing works. thankyou for your time..i am dissappointed...take the money and leave it at that.ive wasted 46.00 dollars...should have went to a local boy from the start.
Customer: replied 2 years ago.
Relist: Incomplete answer.
about to give up..waisted money..and a HEAP of time that i can not afford...Im sure its got to be simple. I once use to get onto Itunes no problems...since changing my usb port internet connection..i have not been able to connect. If it is a server problem...I should have been told this from the start...yes...have read the reports on Just answer stating that it is a scam site after sending my question. Wish i had of spoken to someone person to person...but still wish my money has not gone to waste...so can anyone in Just Answer give me a straight answer.

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