iTunes: "Error -9812" when accessing the iTunes Store

Products Affected

iTunes, iTunes Store

Symptoms

When you try to access the iTunes Store with iTunes, you may get the following alert message:

"iTunes could not connect to the iTunes Store. An unknown error occurred (-9812). Make sure your network connection is active and try again."

Resolution

Collapse All Sections | Expand All Sections

Mac OS X

If you have broadband access (cable, DSL, or other high-speed access), try turning your modem off for a minute and then turning it back on. If you also have a router connected to the modem, turn it off for a minute and then back on again. Once you've established a web connection, try accessing the iTunes Store again from iTunes.

To create a test new user:

  1. From the Apple menu, choose System Preferences.
  2. From the View menu, choose Accounts.
  3. Click "+".
  4. Give the new user a name and short name.
  5. Select the checkbox for "Allow user to administer this computer". This makes the user account an administrator.
  6. Click OK, or quit System Preferences.

 If resolved in the new user, the issue may be with VeriSign certificates in your login keychain under the main user.

  1. Quit all open programs.
  2. In the Finder, from the Go menu, choose Utilities.
  3. Open Keychain Access.
  4. Highlight the login keychain. If unable to find the login keychain, click the button in the lower left corner to show keychains.
  5. Under Category, choose Certificates.
  6. Look for an entry with a name beginning with VeriSign.
  7. Highlight all entries which match that description.
  8. From the File menu, choose Export Items....
  9. After exporting the entries, from the Edit menu, choose Delete.
  10. Choose 'Delete' if asked.
  11. Restart.

Windows

If you have broadband access (cable, DSL, or other high-speed access), try turning your modem off for a minute and then turning it back on. If you also have a router connected to the modem, turn it off for a minute and then back on again. Once you've established a web connection, try accessing the iTunes Store again from iTunes.

Check for updates to Windows, or search Microsoft's support pages for KB931125. Install the latest available update for root certificates from Microsoft.

If the issue continues, follow the steps in the Microsoft knowledge base article 822798 to resolve the issue. Note that while the Microsoft article describes a different issue, both issues share the same cause and solution.

Additional Information

For other iTunes Store issues, see:

 

Important: Mention of third-party websites and products is for informational purposes only and constitutes neither an endorsement nor a recommendation. Apple assumes no responsibility with regard to the selection, performance or use of information or products found at third-party websites. Apple provides this only as a convenience to our users. Apple has not tested the information found on these sites and makes no representations regarding its accuracy or reliability. There are risks inherent in the use of any information or products found on the Internet, and Apple assumes no responsibility in this regard. Please understand that a third-party site is independent from Apple and that Apple has no control over the content on that website. Please contact the vendor for additional information.
Not helpful Somewhat helpful Helpful Very helpful Solved my problem
Ask other users about this article
in Apple Support Communities
See all questions on this article See all questions I have asked