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Vinod Menon
Vinod Menon, Support Specialist
Category: Mac
Satisfied Customers: 2600
Experience:  worked as a Tech support Associate for Apple products
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itunes can not connect to secure store. But can access secure

Resolved Question:

itunes can not connect to secure store. But can access secure site directly in browser
Submitted: 1 year ago.
Category: Mac
Expert:  Vinod Menon replied 1 year ago.
Hi,

I am Vinod. I will try my best to help you resolve this issue.

Before we start troubleshooting, I would like to get some information from you.

Which operating system do you use? Windows XP/Vista/7 or a Mac?

How long have you been facing this issue?

Could you give me the exact error message please?

Thank You
Vinod
Customer: replied 1 year ago.

Hi,


 


it´s actually not a MAC but PC, windows 7 professional


 


The last time it connected was last May.


 


Here is the diagnostic report


 


 


Microsoft Windows 7 x64 Ultimate Edition Service Pack 1 (Build 7601)
Acer Aspire 8943G
iTunes 11.0.2.26
QuickTime 7.7.3
FairPlay 2.3.31
Apple Application Support 2.3.3
iPod Updater Library 10.0d2
CD Driver 2.2.3.0
CD Driver DLL 2.1.3.1
Apple Mobile Device 6.1.0.13
Apple Mobile Device Driver 1.64.0.0
Bonjour 3.0.0.10 (333.10)
Gracenote SDK 1.9.6.502
Gracenote MusicID 1.9.6.115
Gracenote Submit 1.9.6.143
Gracenote DSP 1.9.6.45


iTunes Serial Number 0033B7400C7E3720


Current user is an administrator.
The current local date and time is 2013-05-06 20:14:36.
iTunes is not running in safe mode.
WebKit accelerated compositing is enabled.
HDCP is supported.
Core Media is supported.


Video Display Information


ATI Technologies Inc., ATI Mobility Radeon HD 5850



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


No external plug-ins installed.


iPodService 11.0.2.26 (x64) is currently running.
iTunesHelper 11.0.2.26 is currently running.
Apple Mobile Device service 3.3.0.0 is currently running.


**** Network Connectivity Tests ****


Network Adapter Information


Adapter Name: {A28818C7-8649-40E4-8075-A0DEF9479436}
Description: Anchorfree HSS Adapter
IP Address: 0.0.0.0
Subnet Mask: 0.0.0.0
Default Gateway: 0.0.0.0
DHCP Enabled: No
DHCP Server:
Lease Obtained: Thu Jan 01 01:00:00 1970


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


DNS Servers:


Adapter Name: {35F988FB-501C-46FA-8A88-5F11A85AEE84}
Description: Microsoft Virtual WiFi Miniport 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 01:00:00 1970


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


DNS Servers:


Adapter Name: {C9ED1E14-3121-44DB-9479-6ADF1F3F54B5}
Description: Atheros AR8151 PCI-E Gigabit Ethernet Controller
IP Address: 0.0.0.0
Subnet Mask: 0.0.0.0
Default Gateway: 10.130.152.221
DHCP Enabled: No
DHCP Server:
Lease Obtained: Thu Jan 01 01:00:00 1970


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


DNS Servers:


Adapter Name: {E88EF0C9-562C-4D82-AF0F-25F352AF1267}
Description: Atheros AR5B97 Wireless Network Adapter
IP Address: 192.168.0.15
Subnet Mask: 255.255.255.0
Default Gateway: 192.168.0.1
DHCP Enabled: Yes
DHCP Server: 192.168.0.1
Lease Obtained: Mon May 06 19:18:40 2013


Lease Expires: Mon May 13 19:18:40 2013


DNS Servers: 212.186.211.21
195.34.133.21


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.
The network connection timed out.
Basic connection to the store failed.
The network connection timed out.
Connection attempt to Gracenote server was successful.
The network connection timed out.
Last successful iTunes Store access was 2012-05-30 17:16:35.


 

Expert:  Vinod Menon replied 1 year ago.
Thank you, Adrian.

Let me know what happens when you try the following.

Open itunes in the computer and click on "itunes store". Do you get any error message or all you get is a blank white screen?
Customer: replied 1 year ago.

I get blank screen

Expert:  Vinod Menon replied 1 year ago.

Thank you. Let's try this.

Close the itunes.

In windows 7, click on your start menu, go to all programs, then to accessories, right click on the command prompt icon and choose "run as administrator". Once it opens, type in the following command...

netshwinsockreset

and press the enter key. If it prompts you to restart the computer, restart it.

Now open itunes and try to connect.

Let me know whether this helps

Expert:  Vinod Menon replied 1 year ago.
sorry, I had a typing error in my previous answer

You have to type

netsh winsock reset

and press enter. If it prompts you to restart the computer, restart it.
Customer: replied 1 year ago.

Yes it worked :)


 


Can you tell me why this happened please ?

Expert:  Vinod Menon replied 1 year ago.
Great to know that it worked...:)

The cause for these issues is a program that monitors the Winsock protocol for Windows conflicting with Apple software.

You can read more about this issue from the following website

http://support.apple.com/kb/TS4123

Let me know if you find any difficulty.
Vinod Menon, Support Specialist
Category: Mac
Satisfied Customers: 2600
Experience: worked as a Tech support Associate for Apple products
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worked as a Tech support Associate for Apple products