Can't connect to the iTunes Store

Products Affected

Windows 7, Windows Vista, Windows XP, iTunes, iTunes Store, Microsoft Windows XP, Windows Vista

Symptoms

You may be completely unable to access the iTunes Store on your computer or iOS device. You might also see an alert message similar to one of the following:

  • "Cannot connect to the iTunes Store. An unknown error has occurred."
  • "We could not complete your iTunes Store request. The iTunes Store is temporarily unavailable. Please try again later."
  • "iTunes could not connect to the iTunes Store. Make sure your network connection is active and try again." 

This article will guide you through the basic troubleshooting for the iTunes Store.

Resolution

Note: If you are experiencing another issue, such as seeing a different alert while browsing or making a purchase on the iTunes Store, see iTunes: Possible iTunes Store errors.

Make sure your computer is up-to-date and meets the following requirements:

  • Make sure that you can access the Internet on your computer or device.
  • Make sure that your computer meets the iTunes minimum system requirements.
  • Make sure that your operating system is up-to-date:
    • For Mac OS X: Choose Software Update from the Apple () menu to determine if you need to update your computer.
    • For Windows: Go to Microsoft's Windows Update webpage.

Troubleshooting on an iPhone, iPad, or iPod touch

If you haven't been able to connect to the iTunes Store: 

  • Make sure that your iOS software is up to date by connecting your iOS device to iTunes and clicking on Check for Update in your device's Summary page in iTunes. 
  • Check and verify that you are in range of a Wi-Fi router or base station. If you are on a 3G capable device, make sure that cellular data is turned on from Settings > Cellular Data.

    • Note: If connected to 3G, larger items may not download. You may need to connect to Wi-Fi to download apps, videos, and podcasts.  

  • Check to make sure you have an active internet connection. You can check the User Guide for your device for help with connecting to the internet.  
  • Check to make sure other devices (portable computers, for example) are able to connect to the Wi-Fi network and access the internet. 
  • Try resetting (turning off and then on again) your Wi-Fi router
  • If the issue still persists see, iPhone and iPod touch: Troubleshooting Wi-Fi networks and connections or iPad: Troubleshooting Wi-Fi networks and connections.

Note: All iPhone, and iPod touch models support 802.11b/g Wi-Fi networks. In addition, iPhone 4, and iPod touch (4th generation) support 802.11n Wi-Fi networks (2.4 GHz only).

Troubleshooting on a Mac

If you haven't been able to connect to the iTunes Store, a software conflict or your internet service provider (ISP) may be blocking your access. 

  • Update iTunes to the latest version.
  • If you have a firewall, your settings may be preventing you from connecting to the iTunes Store. To configure your firewall, please refer to the "Blocked by firewall" section in this article.
  • You may need to reset your keychain. Connection issues are occasionally caused by keychain issues. Click here to find out how to use Keychain First Aid to resolve any issues with your keychain.
  • If you are receiving a specific error message you may want to see, the "Specific Conditions and Alert Messages" section in this article as needed.
  • If the issue still persists, contact your internet service provider and confirm that the ports and servers in this article are enabled over your network.

Troubleshooting on Windows

If you haven't been able to connect to the iTunes Store for more than a day —and other customers on our discussion boards aren't experiencing similar issues— a software or internet service provider (ISP) configuration issue may be blocking your access to the iTunes Store. Click here to find out which ports and servers need to be allowed for iTunes Store access.

  • Update iTunes to the latest version.
  • If you have not done so already, try the steps in iTunes for Windows: iTunes Store connection troubleshooting to troubleshoot iTunes Store connectivity in Windows.
  • Firewall issues:
    • Windows XP: If you've upgraded to Windows XP Service Pack 2: By default, Windows Firewall is enabled. As with all firewalls not manufactured by Apple, you will need to configure Windows Firewall to allow iTunes to access the iTunes Store. To do so, see How to enable iTunes in the Windows XP Firewall.
    • Windows Vista and 7: As with all firewalls not manufactured by Apple, you will need to configure Windows Firewall to allow iTunes to access the iTunes Store. To do so see, the "Blocked by software firewall" section in this article.
  • Proxies can cause issues and should be avoided whenever possible. To disable the proxy built-in to Windows see, iTunes for Windows Can't access the Internet if proxy settings are incorrect. 
  • If you are receiving a specific error message you may want to see, the "Specific Conditions and Alert Messages" section in this article as needed.
  • If the issue still persists, contact your internet service provider and confirm that the ports and servers in this article are enabled over your network.

The "hosts" file may be blocking the iTunes Store

Microsoft's article How do I reset the hosts file back to the default? has instructions and a "FixIt" to have Windows try to reset the hosts defaults for you.

Note: Some workplaces may put internal resources in the hosts file but may also use it to block iTunes Store.

To create a copy of your hosts file and replace it with an empty hosts file, follow the instructions for your operating system below.

Instructions for Windows XP:

Find your hosts file. The hosts file is normally found in the following locations:

Windows XP: C:\WINDOWS\SYSTEM32\DRIVERS\ETC

  1. Select the hosts file. Then, click the Edit menu, and choose Copy.
  2. Then, click the Edit menu again, and choose Paste. There should now be a duplicate of the hosts file named "Copy of hosts".
  3. Drag the original hosts file to your desktop.
  4. Right-click the "Copy of hosts" file and choose Open. You may be prompted to choose the program you want to use to open this file. Double-click Notepad.
  5. When Notepad opens, click the Edit menu and choose Select All. Then click the Edit menu, and choose Delete.
  6. Click the File menu, and choose Save. Close Notepad.
  7. Right-click the "Copy of hosts" file, and choose Rename. Type "hosts" (without quotation marks) and press Enter.
  8. Restart your computer and try connecting to the iTunes Store.

Instructions for Windows Vista and Windows 7:

Find your hosts file. The hosts file is normally found in the following locations:

Windows Vista: C:\WINDOWS\SYSTEM32\DRIVERS\ETC
Windows 7: C:\WINDOWS\SYSTEM32\DRIVERS\ETC

  1. Select the hosts file. Then click the Edit menu, and choose Copy.
  2. Then, click the Edit menu again, and choose Paste. There should now be a duplicate of the hosts file named "hosts - Copy".
  3. Drag the original hosts file to your desktop.
  4. Drag the "hosts - Copy" file to your desktop. If Windows needs your permission to continue, click Continue. 
  5. Right-click the "hosts - Copy" file that is on the desktop, and choose Open. You may be prompted to choose the program you want to use to open this file. Double-click Notepad. 
  6. When Notepad opens, click the Edit menu, and choose Select All. Then click the Edit menu again, and choose Delete. 
  7. Click File menu, and choose Save. Close Notepad.
  8. Drag the "hosts -Copy" file from your desktop back into the C:\Windows\system32\drivers\etc folder. If Windows needs your permission to continue, click Continue.
  9. Right-click the "hosts - Copy" file you just moved, and choose Rename. Type "hosts" (without quotation marks) and press Enter. 
  10. Restart your computer and try connecting to the iTunes Store. 

If you're still not able to connect to the iTunes Store, your security software or firewall may be blocking the port iTunes uses to communicate with the Internet. For information about how to resolve this, see iTunes for Windows: Troubleshooting security software issues.

 

Additional Information

If the steps above did not resolve your issue, be sure that your specific alert is not listed in iTunes: Possible iTunes Store errors. Then, if your issue is still unresolved, follow steps in iTunes: Advanced iTunes Store Troubleshooting.

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