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iTunes: Advanced iTunes Store troubleshooting

Symptoms

This article will guide you through advanced troubleshooting for iTunes Store connectivity.

Important: If you have not done so already, you should first review Can't connect to iTunes Store and iTunes: Possible iTunes Store errors before proceeding with the steps in this article.

Resolution

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  • Mac OS X and Windows: For best results accessing the iTunes Store on your computer, update to the latest version of iTunes.
  • iPhone, iPad, and iPod touch: For best results accessing the iTunes Store on your iPhone, iPad, or iPod, be sure your iOS is up to date.

If you are having issues accessing the iTunes Store after updating to the latest version of iTunes or iOS, please see the steps below for troubleshooting tips. Some sections only apply to specific devices or operating systems; each section header is noted to indicate this.

Isolate the issue: (Mac OS X, Windows, iOS)

  1. Make sure the issue is with the iTunes Store only. (You need an Internet connection to access the iTunes Store).
    • Open a secure website to test if you are online as is necessary for the iTunes Store. This also tests if the main ports 80 and 443 are accessible. If the website works but the iTunes Store does not, it is most likely a firewall blocking the iTunes software or servers. If this is the case, follow the steps in the "Blocked by software firewall" section below.
  2. Test using another device.
    • If possible, another device, ideally on a different network, would help troubleshooting any iTunes Store issues most efficiently. If another device on another network has issues, the iTunes Store may be undergoing maintenance, and will be available soon.
  3. Test using another network.
    • Connect your computer or device to another network and testing helps determine the next step. This is also helpful if multiple devices are affected.
    • If your device can connect to Wi-Fi and a cellular network, larger downloads may not be possible over the cellular network.
    • If the issue disappears while connected to another network, you may need to work with your support options to open access to:
      • itunes.apple.com
      • ax.itunes.apple.com
      • ax.init.itunes.apple.com
      • albert.apple.com
      • gs.apple.com
      • ax.phobos.apple.com.edgesuite.net
      • mzstatic.com
    • Note: iTunes may use the fully qualified version of these addresses for additional security.
  4. iTunes uses well known ports and these ports may need to be opened for iTunes: 80, 443, 3689, 5297, 5298, 5353, 8000-8999, and 42000-42999.
  5. It is critical that your date, time, and time zone be correct:
    • Windows:
      1. Click Start and then click Control Panel.
      2. Click "Date, Time, Language, and Regional Options" and then click Date and Time.
      3. Click the Date & Time tab.
      4. Make sure that the date and time settings are configured to use the current date and time and then click OK.
    • Mac OS X:
      1. From the Apple () menu, choose System Preferences.
      2. In System Preferences, click Date & Time.
      3. Enable the option to "Set date and time automatically" if it is not.
      4. Click the Time Zone tab and adjust the time zone to match your current location.
    • iOS:
      1. From the home screen, tap SettingsGeneralDate & Time.
      2. If the option exists, turn off Set Automatically.
      3. Verify the time zone and time (in the status bar) are correct for where you are currently.
      4. If not, adjust the incorrect setting accordingly.
      5. If everything was correct and the option exists, turn on Set Automatically.
  6. Remove any restrictions that may be causing the issue:
    • Windows:
      1. It is recommended you use iTunes from an administrator account.
      2. Refer to the Help documentation from Microsoft, contact your IT department, or visit support.microsoft.com for more information.
      3. You can also check using iTunes Diagnostics if you are recognized as an administrator by iTunes.
    • Mac OS X:
      1. It is recommended you use iTunes from an administrator account. To become an administrator account, from the Apple () menu, choose System Preferences.
      2. In System Preferences, click Accounts.
      3. You may need to unlock the lock in the bottom-left corner of the window to make changes. If you can unlock the lock, you are already an admin user.
      4. Under the account you are using, it may say "Standard." Enable the option to "Allow user to administer this computer" to make the user an admin account user.
      5. From the Apple () menu, choose Log Out.
      6. Log back in and return to using iTunes. Test to see if the issue is resolved.
    • iOS: Restrictions can limit your ability to purchase some content. Check restrictions via SettingsGeneralRestrictions if you're unsure about those settings.
  7. After isolating the issue to iTunes by following the above steps:

    • If the issue still occurs and iTunes displays an alert message with a specific code, please see the section below titled "Specific Conditions and Alert Messages" for additional troubleshooting steps.

    • If the issue is still not resolved and there is no specific code or alert message, you can visit the iTunes Store Discussion Board to try to find additional information for help resolving your issue:

    • You can also contact AppleCare to discuss your support options. Depending on your product’s coverage status, you may need to pay for support.

    • New routers or a new Internet Service Provider (ISP) may limit your ability to connect to iTunes Store. Let your router manufacturer or your ISP know about the ports and servers in this article and confirm that they are compatible.

Blocked by software firewall: (Mac OS X/Windows)

If other Internet services work, or other devices on the same network can access iTunes Store, follow these steps:

Windows

  1. From the Start menu, choose Control Panel.
  2. If the Control Panel is in Classic View or Icons View, skip to step 4.
  3. In Windows 7 click "Security and System." In Windows Vista, click Security, in Windows XP, click Security Center.
  4. Click Windows Firewall.
  5. In Windows 7 click "Allow a program or feature through Windows Firewall" on the left side of the screen.
  6. In Windows 7 and Vista, click Change Settings; if asked for permission by Windows, click Continue; make sure the “Block all incoming connections” option is not selected.
  7. Click the Exceptions tab.
  8. Check the iTunes box.
  9. Click OK.

If iTunes has an exception in Windows Firewall already, or Windows Firewall is off, see iTunes for Windows: Troubleshooting Windows security software.

If there's no firewall preventing access, but the iTunes Store still does not work while other Internet services (websites) work, the iTunes Store may be blocked by your configuration. Follow the steps below under "Blocked by configuration" to continue troubleshooting.

Mac OS X

  1. From the Apple () menu, choose System Preferences.
  2. In Mac OS X v10.5 and v10.6, click Security, in Mac OS X v10.4 click Sharing.
  3. Click the Firewall tab.
  4. If necessary, click the lock to make changes and enter your admin password.
  5. Reduce the restrictions on access in the firewall.
  6. Test the issue.
  7. If the issue persists, repeat steps 5 and 6.

If there's no firewall preventing access, but the iTunes Store still does not work while other Internet services (websites) work, the iTunes Store may be blocked by your configuration. Follow the steps below to continue troubleshooting.

Blocked by configuration: (Mac OS X/Windows)

  1. Configure Internet Options (for Windows computers only):
    1. Run iTunes Diagnostics. If the "Secure link to iTunes Store" section does not pass, do the following.
    2. Open Internet Explorer.
    3. From the Tools menu, choose Internet Options.
    4. Click Connections.
    5. Under "Dial-up and Virtual Private Networking," choose "Never dial a connection." It may not be possible to choose this if you’ve never used dial-up Internet; if this is the case, skip to the next step.
    6. Click LAN Settings.
    7. In the window that opens, enable the option to "Automatically detect settings" if it is not enabled.
    8. iTunes uses Internet Options proxy settings. Apple recommends removing proxy settings that interfere with access to the iTunes Store if needed.
    9. Click OK.
    10. Click the Advanced tab.
    11. Scroll down to the Security section and look for the option to "Check for server certificate revocation." If it is enabled, disable it.
    12. Look for Use SSL 3.0 and Use TLS 1.0. Make sure at least one of those two checkboxes is selected and click OK (You can select both checkboxes).
    13. Apply any changes, and restart your computer if you modified the option to "Check for server certificate revocation" (step #11).
  2. Rebuild network information.
  3. Windows

    Windows XP:

    1. From the Start menu, choose Run.
    2. In the Open field type cmd and click OK.
    3. In the resulting window, type ipconfig /flushdns and press Return on the keyboard.
    4. You should see a message that the DNS Resolver Cache has been successfully flushed.

    Windows Vista and Windows 7:

    1. From the Start menu, choose All Programs > Accessories and then right-click Command Prompt and choose "Run as Administrator" from the shortcut menu. If Windows needs your permission to continue, click Continue.
    2. In the resulting window, type ipconfig /flushdns and press Return on the keyboard.
    3. You should see a message that the DNS Resolver Cache has been successfully flushed.

    The hosts file may also be blocking the iTunes Store.

    1. If you want to have Windows try to restore the hosts to default, follow the "FixIt" in How do I reset the hosts file back to the default?.
      Note: Work systems may put information into the hosts file. Consult whomever is responsible for supporting Windows on your system before resetting the hosts file to default.
    2. If restoring the defaults did not resolve the issue, you can find your hosts file at C:\WINDOWS\SYSTEM32\DRIVERS\ETC .
    3. Select the hosts file. Choose Edit > Copy, and then choose Edit > Paste.
    4. There should now be a duplicate of the hosts file named "Copy of hosts" (Windows XP) or "hosts -Copy" (Windows Vista/7).
    5. Drag the original hosts file to your Desktop. If Windows needs your permission to continue, click Continue.
    6. Drag the "Copy of hosts" (Windows XP) or "hosts -Copy" (Windows Vista/7) to the Desktop.
    7. Right-click "Copy of hosts" (Windows XP) or "hosts -Copy" (Windows Vista/7) and choose Open. You may be prompted to choose the program you want to use to open this file. Double-click Notepad.
    8. When Notepad opens, choose Edit > Select All, and then choose  Edit > Delete.
    9. From the File menu,choose Save. Quit Notepad.
    10. Drag the "Copy of hosts" (Windows XP) or "hosts -Copy" (Windows Vista/7) file from your Desktop back into the original location (given in step 2). If Windows needs your permission to continue, click Continue.
    11. Right-click the  "Copy of hosts" (Windows XP) or "hosts -Copy" (Windows Vista/7) file, and choose Rename. Type "hosts" (without quotation marks) and press Enter.
    12. Restart your computer and try connecting to the iTunes Store.

    Mac OS X

    The following steps will delete your network preferences. Most broadband connections do not require any special settings to connect, but if your connection does or if you are not sure, please contact your Internet Service Provider or network administrator for further assistance.

    1. Click the Finder icon in the Dock.
    2. Choose Go to Folder from the Go menu.
    3. Type:  /Library/Preferences/SystemConfiguration
    4. Click Go.
    5. In the Finder window, locate the file named "NetworkInterfaces.plist" and drag this file to the Trash.
    6. Restart your computer.
    7. Once your computer has restarted, you will not be able to connect to the Internet. You will need to refresh your network settings to be able to connect again:
      1. Choose System Preferences from the Apple () menu.
      2. Choose Network from the View menu.
      3. If you're using Mac OS X v10.4, choose New Location from the Locations menu.
      4. Click Apply Now at the bottom right.
      5. If your network connection requires any special settings, you will need to put them back in at this point. You would have received these from your ISP or network administrator.

    The hosts file may also be blocking the iTunes Store.

    1. Open the Terminal utility located in Applications > Utilities.
    2. When Terminal opens, open the hosts file by typing entering the following command and pressing Enter:
      sudo nano /private/etc/hosts
    3. Type your user password when prompted.
      Note: This requires a non-blank admin password.
    4. Edit the hosts file:
      The hosts file contains some comments (lines starting with the # symbol), as well as some default hostname mappings (e.g. 127.0.0.1 – localhost).
      You can navigate the file using the arrow keys.
    5. If an entry is found containing apple.com, add # and a space to the beginning of that line.
      Note: If this is a work system, the hosts file may be used to redirect to local resources, such as software updates. Consult your support resources.
      An example hosts file in Terminal
    6. Save the hosts file.
      • When done editing the hosts file, press Control-o to save the file.
      • Press Enter on the filename prompt, and Control-x to exit the editor.
    7. If the issue persists, other software may be running on your Mac that is affecting the connection.

Specific Conditions and Alert Messages: (Mac OS X / Windows)

If accessing iTunes Store produces a specific alert message, use these steps to address the specific conditions or alerts described below.

Accessing iTunes Store causes iTunes to quit unexpectedly, system to restart, or display a blue screen

The most common cause for this issue is outdated graphic card drivers. Following Updating the drivers on your Windows PC should resolve the issue.

NoteUpdating the drivers on your Windows PC mentions that you may need to turn to the original manufacturer of the graphics card.

If the graphics card drivers are up to date, follow the steps from:

Note: Outdated drivers for other hardware can cause the issue described in this related article: What to do when Windows displays a blue screen error message or restarts when syncing the iPhone or iPod touch.

iTunes Store loads partially or returns "Error 306" or "Error 10054"

Proxies, parental control settings and software, security or filtering software, or a bad iTunes Store cache can cause this.

To address proxies, Remove Internet Options proxy settings and connect to the Internet without a proxy.

To reset iTunes Store cache:

  1. In iTunes, choose iTunesPreferences (Mac) or EditPreferences (PC).
  2. Click the Advanced tab.
  3. Click the "Reset cache" button.
  4. Click OK and see if the issue is resolved.

Adjust Parental Controls in iTunes:

  1. Open iTunes.
  2. Access iTunes preferences:
    1. On a Mac: From the iTunes menu, choose Preferences.
    2. On a Windows PC: From the Edit menu, choose Preferences.
  3. Click the Parental Controls tab.
  4. Remove restrictions on Parental Controls.

For more information on parental controls or content filtering software, see iTunes 10.5 for Windows: May see performance issues and blank iTunes Store.

For more information on other security software, see iTunes: Troubleshooting security software issues.

"Error 35"

This alert usually occurs due to incorrect permissions for a folder used by iTunes.

First, verify that the iTunes Media folder exists. Note: the "iTunes Media" folder may appear as "iTunes Music". 


If the folder does not exist, see "iTunes: Moving your iTunes Media folder" for steps to create a new folder. If there is an alias in place of the folder, verify that the alias works properly.
Correct the permissions for the iTunes Media folder. This folder is usually located in the iTunes folder in the Music folder (~/Music/iTunes/iTunes Media). 



Use the Finder

  1. Log in using an administrator account.
  2. Locate your iTunes Media folder. If you are not sure where your iTunes Media folder is located, launch iTunes, open Preferences from the iTunes Menu and click Advanced. This will show you where the iTunes Media folder is located.
  3. Select the iTunes Media folder.
  4. From the File menu, choose Get Info.
  5. Click the disclosure triangle to open the Ownership and Permissions section of the Info window.
  6. Set the permissions as follows (you may be prompted to enter an administrator account password):
  7. Owner: access Read & Write
  8. Group: access Read Only
  9. Others: access Read Only
  10. Click the "Apply to enclosed items" button.
  11. Close the Get Info window.



Advanced: Use Terminal

  1. Open Terminal (/Applications/Utilities). Warning: This step involves modifying permission settings by entering commands in the Terminal application. Users unfamiliar with Terminal and UNIX-like environments should proceed with caution. The entry of incorrect commands may result in data loss or unusable system software. Improper alteration of permissions can result in reduced system security or exposure of private data.
  2. Type the following command followed by a space:
  3. sudo chmod -R 700 (Do not press Return until after the next step.)
  4. Drag the iTunes Media folder's icon into the Terminal window to automatically enter the file's pathname. The result should be similar to this:
  5. sudo chmod -R 700 /Users/[username]/Music/iTunes/iTunes\ Media
  6. Press Return.
  7. Enter your administrator account password when prompted, then press Return.
  8. Quit Terminal


See "Mac OS X: Troubleshooting Permissions Issues" for more information.



If correcting the permissions for the iTunes Media folder does not resolve the issue, check the permissions of the folder for the artist whose song(s) you tried to purchase. Artist folders are located in the iTunes Media folder.



In some cases, you may need to create a new iTunes Media folder. See "iTunes: Moving your iTunes Media folder" for instructions. 

Note: This issue may recur when sharing a single iTunes Media folder among multiple users.
 

"Error 39"

This can be caused by outdated iTunes software or web accelerators.

To resolve, download the latest version of iTunes for Windows at apple.com/itunes/download/
If already on the latest version, look at disabling or uninstalling any web accelerator software and restarting.

"Error -50," "-5000," "8003," "8008," or "-42023"

These alerts occur due to timeouts or conflicts trying to write a file during download.

If you encounter this issue while accessing iTunes Store: 

See iTunes 9: "One Moment Please" or "Error (-50)" message when accessing iTunes Store

If you encounter this issue while while downloading something from the iTunes Store:

Delete your iTunes Downloads folder, located in:

Mac OS X:
  ~/Music/iTunes/iTunes Media/Downloads   Note: "iTunes Media" may appear as "iTunes Music. Also, the tilde (~) refers to your Home directory.


Windows Vista:
  \Users\username\Music\iTunes\iTunes Media\Downloads\


Windows 7:
  \Users\username\My Music\iTunes\iTunes Media\Downloads\



Windows XP:
  \Documents and Settings\username\My Documents\My Music\iTunes\iTunes Media\Downloads\

After locating your iTunes Downloads folder:

  1. Quit iTunes.
  2. Delete the Downloads folder on your computer.
  3. Open iTunes.
  4. Choose Store > Check for Available Downloads.
  5. Enter your account name and password.

If you encounter this issue while while downloading Digital Copies using Windows:

Use MSCONFIG (directions for Windows XP and Windows Vista/Windows 7) to disable conflicting software.

If using MSCONFIG steps resolves the issue, you may want to use the System Configuration Utility to turn on the third-party System Services and Startup Items one at a time (restarting your computer after turning on the item or items) to identify which System Service or Startup Item is causing the conflict.

You can turn all of them back on by selecting the Normal Startup option under the General tab of the System Configuration Utility window, but please note that this may cause the issue to reoccur.

If you are able to isolate the issue to a particular third-party software, you may wish to contact them to let them know of the conflict.

"Error 414"

This alert occurs when updating all App Store apps if one has a 17+ rating. Update individually any mature content applications before updating all.

"Error 450"

This alert occurs when using iTunes as a user with Parental Controls applied to the account within the operating system.

Reduce the restrictions on the Parental Controls and consider using the Parental Controls feature of iTunes.

"Error 499"

This alert occurs due to security software. Follow iTunes for Windows: Troubleshooting security software issues.

"Error -609"

This alert might occur when you try to get album artwork for songs in your library. To resolve this:

  1. Open iTunes.
  2. Click Store > Sign Out (this will sign you out of the your iTunes Store account).
  3. Quit iTunes.
  4. Reopen iTunes.
  5. Click Store > Sign In and then sign in to your iTunes Store account.
  6. Try to select the songs and choose Advanced > Get Album Artwork again.

If this does not resolve the issue, disable third-party services and startup items by booting the computer to a selective startup. Then, follow steps in iTunes for Windows: Troubleshooting security software issues to rule out security software as a cause.

"Error 1008"

This alert can occur when working with outdated or incorrect billing information or when the computer name contains unusual characters.

  1. From the Store menu, click on Sign in. If you see Sign out, proceed to step 2.
  2. From the Store menu, click on View my account.
  3. Enter your account information.
  4. Click on Edit payment information.
  5. Verify the information is correct and up to date.
  6. Click Done.

Test again. If the issue persists, try the following:

  1. Open System Preferences from the Apple () menu.
  2. Click from the View menu, choose Sharing.
  3. Click in the Computer Name field.
  4. From the Edit menu, choose Select All. All the text in the Computer Name field should be highlighted now.
  5. Press the Delete key to remove all the text.
  6. Re-type your desired computer name in the Computer Name field.
  7. Close the Sharing preference window.

"Error 3000" through "3999"

Alerts with codes in the 3000 range generally mean that iTunes cannot contact the gs.apple.com server on ports 80 or 443. This may be because out-of-date or incorrectly configured security or firewall software is interfering, or due to your Internet proxy settings. If you are using a proxy, try removing the proxy settings, or using a known-good network. If that does not resolve the issue, follow iTunes for Windows: Troubleshooting security software issues.

"Error 3001,"  "-42110," or "5103"

This alert is related to iTunes Store movie rentals and authorization issues.

Make sure you are using the most recent version of iTunes and QuickTime. They both can be downloaded free of charge.

If your iTunes is up to date, remove the SC Info folder.

"Error -3150"

This alert is often related to a lost connection to the iTunes Store.

If you encounter this alert and you have verified you have a connection to the Internet using Wi-Fi, please review AirPort and Bluetooth: Potential sources of wireless interference.

If the issue persists, and you're using iTunes for Windows, you may need to flush your DNS and remove pop-up or ad-blockers.

Finally, this can occur due to timeouts caused by security software.

"Error -3221"

This alert is often related to iTunes and iTunesHelper being blocked by software firewall.

If this happens, change the permission level for iTunes and iTunesHelper in your software firewall to allow full access.

This should allow iTunes and iTunesHelper to both send and receive data from the iTunes Store.

"Error -3259"

This alert is often the result of iTunes being blocked by firewalls on the computer.

  1. Update to the latest version of iTunes.
  2. Try turning off your Firewall to see if the issue is resolved (this includes the built-in Firewall or a third-party Firewall such as Norton Personal Firewall, McAfee, Symantec, etc.). See iTunes: Music Sharing does not work if Firewall is on for steps if using Mac OS X.
  3. If there's no firewall or security software interference, try to remove proxy settings.

"Error 8248"

This can occur if there is a process running called "Memonitor.exe" on the computer. This may have been installed with an older version of the V CAST Music with Rhapsody software, an older version of the Sprint Music Manager software, and possibly other applications.

  1. To see if Memonitor.exe is causing the issue:
  2. Open Windows Task Manager (press Control-Alt-Del).
  3. If necessary, click Start Task Manager.
  4. Look for "Memonitor.exe" under the Processes tab. If Memonitor.exe is there, select it and click End Process.
  5. Try downloading the content again. If this resolves the issue, then uninstall the V CAST Music with Rhapsody software or the Sprint Music Manager software and then download and install the most recent version of those applications, if available.

"Error -9800," "-9815," or "-9814"

This alert is often caused by issues with forming a secure connection to iTunes Store.

  1. Quit iTunes.
  2. Set the correct date on your computer.

"Error -9807"

If you see "Error 9807," check your computer's date, time, and time zone. If they are not correct, correct them.

If unresolved, open access to the following VeriSign servers:

  • evintl-ocsp.verisign.com
  • evsecure-ocsp.verisign.com

Access to these servers may be blocked by security software, content filtering software, or anti-spyware software. For iTunes for Windows, follow iTunes for Windows: Troubleshooting security software issues.

"Error -9808"

This alert is often caused by a perceived security issue due to higher than expected security settings.

  1. Check your computer's date, time, and time zone. If they are not correct, correct them.
  2. Configure your Internet Options in Windows as described above.
  3. If the issue persists, or the changes made to Internet Options revert after restarting your PC, then the issue is likely caused by out of date or incorrectly configured security software.  Follow the steps in iTunes for Windows: Troubleshooting security software issues to resolve the issue.

"Error -9812"

This alert is often caused by cryptographic issues with your Windows installation.

  1. 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.
  2. Check for updates to Windows, or search Microsoft's support pages for KB931125. Install the latest available update for root certificates from the Microsoft Download Center.
  3. If the issue continues, follow the steps in the Microsoft knowledge base article KB822798 to resolve the issue. Note that while the Microsoft article describes a different issue, both issues share the same cause and solution.

"Error -9813"

The "Error 9813" alert occurs when there is an issue with the root certificate in a Keychain. Root certificates are stored in a system keychain located at :

/System/Library/Keychains/X509Anchors

These roots are used by Mac OS X system software to evaluate trust for secure web connections, secure e-mail, and other PKI interactions.

There are a few possible resolutions for this issue:

  1. Quit iTunes, open Safari, and choose Empty Cache from the Safari Menu. Return to the iTunes Store and test to see if the issue is resolved
  2. Use Time Machine or another backup to return to a previous working root certificate (X509Anchors)
  3. Copy the root certificate over from another Mac.  This solution is proposed in a mail troubleshooting Mail 2.0 Help Unable to verify message signature.  Copy the "X509Anchors SystemRootCertificates.keychain", and "SystemCACertificates.keychain" files from another computer running the exact same version of Mac OS X as your computer, restart, and test.
  4. Reinstall Mac OS X on your computer.

Note: If you choose to copy over contents of /System/Library/Keychains, be certain that the computer you are copying the file over from is running the same version of Mac OS X.  You can compare Mac OS X version numbers by going to the Apple () menu and choosing About This Mac.

"Error 11222"

Apple is investigating reports of this issue. Proxies, certificate issues, or your Internet service provider may be the cause of this issue.

To address proxies and some certificate issues:

Windows:

  1. Open Internet Explorer.
  2. From the Tools menu, choose Internet Options.
  3. Click Connections.
  4. Under "Dial-up and Virtual Private Networking," choose "Never dial a connection." It may not be possible to choose this if you’ve never used dial-up Internet. If this is the case, skip to the next step.
  5. Click LAN Settings.
  6. In the window that opens, enable the option to "Automatically detect settings" if it is not enabled.
  7. iTunes uses Internet Options proxy settings. Apple recommends removing proxy settings that interfere with access to the iTunes Store if needed.
  8. Click OK.
  9. Click the Advanced tab.
  10. Scroll down to the Security section and look for the option to "Check for server certificate revocation." If it is enabled, disable it.
  11. Look for "Use SSL 3.0" and "Use TLS 1.0." Make sure at least one of those two checkboxes is selected and click OK. (You can select both checkboxes).
  12. Apply any changes and then restart your computer if you modified the option to "Check for server certificate revocation" in step 11.

If the issue is with a proxy you are unable to remove, contact the technical staff who support your computer or network, or try another computer or network.

If that does not resolve the issue, follow steps in iTunes for Windows: Troubleshooting security software issues.

"Error 11556"

This alert occurs when iTunes is trying to do something not allowed by the iTunes Store in that country.

The most common example of this is trying to sign in while limited to iTunes U by Parental Controls.

For more information, see the steps from iTunes 9: "One Moment Please" or "Error (-50)" message when accessing iTunes Store.

"Error 42003"

This alert can occur while running iTunes in compatibility mode. To disable compatibility mode:

  1. Quit iTunes.
  2. Navigate to the drive Windows is installed on:
    • Windows XP: From the Start menu, click My Computer (or double-click My Computer on the Desktop).
    • Windows Vista and Windows 7: From the Start menu, click Computer.
  3. In the open window, open the C:\ drive (or whichever drive Windows is installed on).
  4. Open the Program Files folder (or "Program Files (x86)" if you are using a 64-bit version of Windows Vista or Windows 7).
  5. Open the iTunes folder.
  6. Right-click the iTunes application (iTunes or iTunes.exe) and from the shortcut menu, click Properties.
  7. Click the Compatibility tab.
  8. Deselect the checkbox under Compatibility mode if it's selected.
  9. Click OK.
  10. Go back to the Program Files or Program Files (x86) folder.
  11. Open the QuickTime folder.
  12. Right click the QuickTimePlayer application (QuickTimePlayer or QuickTimePlayer.exe) and from the shortcut menu, click Properties.
  13. In the Properties window, click the Compatibility tab.
  14. Deselect the checkbox under Compatibility mode if it's selected.
  15. Click OK.
  16. Open iTunes.

"Error 42023" through "Error 42408"

These alerts might occur when trying to authorize iTunes or during launch when iTunes checks for authorization information.

  1. Install the latest iTunes from apple.com/itunes/download/
  2. Remove the SC Info folder.
  3. If that does not resolve the issue, see iTunes: "Error 42408" or "Error 42404" after upgrading to iTunes 9.0.3.

 

This document will be updated as more information becomes available.
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Last Modified: Mar 4, 2013
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  • Last Modified: Mar 4, 2013
  • Article: TS3297
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