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Steve Herrod
Steve Herrod, Mac Support Specialist
Category: Mac
Satisfied Customers: 3324
Experience:  OSX certified, many years experience supporting Apple Hardware & Software
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My itunes is stuck. Message is -1712. Tried shutting down

This answer was rated:

My itunes is stuck. Message is -1712. Tried shutting down etc., as on you website but still stuck.

Your help would be appreciated.

Maureen Smith

Steve Herrod :

Hi, I'll be happy to help with this issue - can you let me know what version of OSX you are using?

Steve Herrod :

If you go to the Apple menu-->about this Mac it should be listed there

Steve Herrod :

we may need to reset preferences for iTunes (whilst keeping your data) so once I know the version I can provide further instructions

Steve Herrod :

Cheres

Steve Herrod :

Steve

Customer:

Many thanks.


 


Mac OS X 10.6.8


 


Model Name: MacBook


Model Identifier: MacBook1,1


Processor Name: Intel Core Duo


Processor Speed: 2 GHz


Number Of Processors: 1


Total Number Of Cores: 2


L2 Cache: 2 MB


Memory: 2 GB


Bus Speed: 667 MHz


Boot ROM Version: MB11.0061.B03


SMC Version (system): 1.4f12


Serial Number (system): 4H624AQDU9C


Hardware UUID: 00000000-0000-1000-8000-0016CBCF4ADE


Sudden Motion Sensor:


State: Enabled

Steve Herrod and other Mac Specialists are ready to help you
Hi Maureen,

Thanks - can you try the following steps and see if iTunes works correctly?

With iTunes closed, Select Go at the top of the screen and choose Go to Folder.

Then type ~/Library/Preferences/

Look for the following file

com.apple.iTunes.plist

Move this file to the Desktop and try starting iTunes again.

Let me know what happens there.

Cheers

Steve
Customer: replied 4 years ago.

Thanks for your reply but I cannot do what you suggest because


I cannot close Itunes. It's stuck. It does not respond. A wheel just keeps turning.


 


I use a Mac OS X 10.6.8

Hi Maureen,

No problem - can you press the following keys?

Command-Option-Esc

This should load up the Force Quit menu and you can choose iTunes from that list and then choose 'Force Quit'

Does that close iTunes ok?

Cheers

Steve
Customer: replied 4 years ago.

OK Many thanks. I have done as you suggested but for your information I


have previously forced Itunes to quit and sent the .report to Apple.


 


Maureen

Hi Maureen,

Thank you - so when you force quit does iTunes close?

If so, are you getting the error each time you load iTunes?

Cheers

Steve
Customer: replied 4 years ago.

 


Yes. Itunes remains frozen when I try to open it after I force quit.


 


Regards,


 


Maureen

Hi Maureen,

Ok - can you force quit iTunes and then try this process?

Select Go at the top of the screen and choose Go to Folder.

Then type ~/Library/Preferences/

Look for the following file

com.apple.iTunes.plist

Move this file to the Desktop and try starting iTunes again.

Cheers

Steve
Customer: replied 4 years ago.

Sorry, but I cannot find Go to Folder. Safari is open at the top of the screen when I access your replies

Hi Maureen,

No problem - if you minimize Safari and click on the Desktop you should be able to choose Go-->Go To Folder?

Let me know

Cheers

Steve
Customer: replied 4 years ago.

OK Steve found Go to Folder. Will try what you suggest.

Hi Maureen,

Great - let me know

Cheers

Steve
Customer: replied 4 years ago.

Ok Steve. I have done as you suggested but still no go.


 


file://localhost/Users/maureensmith/Desktop/com.apple.iTunes.plist


 


Maureen

Customer: replied 4 years ago.
Put com.apple.iTunes.plist on desktop but unfortunately still not able to open ITunes.

file://localhost/Users/maureensmith/Desktop/com.apple.iTunes.plist

Maureen
Hi Maureen,

If the error is still occurring when the preference file has been moved, can you try the following.

Shut down the Mac (Force quit iTunes if necessary).

Perform a Safe Boot by holding down the shift key during bootup (this may take a few minutes) - full details on booting in Safe Mode are here

http://support.apple.com/kb/HT1455

Once in Safe Mode - launch iTunes and see if it works, if so reboot into normal mode and try it again.

Cheers

Steve
Customer: replied 4 years ago.

Good day Steve,


 


Just wanted to say a big thank you for your kind and patient help!


 


I can now open my frozen iTunes and use it once again after having had many long, frustrating and failed efforts.


 


 


 


Good value, advice and guidance even for a non-technical person like me.


 


Maureen Smith (Australia)


 

Hi Maureen,

No problem - you are welcome!

Let me know if you need anything at all

Cheers

Steve
Customer: replied 4 years ago.
Ok. Thank you. MS
No problem :)

Cheers

Steve

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