iTunes for Windows: Quits unexpectedly with double-byte Windows login username or using extended ASCII (high ASCII) characters

Products Affected

iPod nano (5th generation), iPod shuffle (3rd generation), iTunes

Symptoms

iTunes for Windows may quit unexpectedly on your PC when the VoiceOver feature has been enabled with iPod shuffle (3rd generation) or iPod nano (5th generation) and:

  • Your Windows username uses a double-byte language such as Japanese, Korean, or Chinese

    OR

  • Your Windows username uses extended ASCII (or high ASCII) characters (such as characters like any of these: éééèèóóúú).

Resolution

  1. Quit iTunes if it is open.
  2. Find and delete the "VoiceOver Kit Updates" folder from your computer. The folder is located in:
    • Windows 7 and Vista default location:   C:\Users\<User Name>\AppData\Roaming\Apple Computer\iTunes\VoiceOver Kit Updates
    • Windows XP default location:   C:\Documents and Settings\<User Name>\Application Data\Apple Computer\iTunes\VoiceOver Kit Updates

    Note: Some of these folders are hidden by default. Follow the steps below make them visible.

    Windows XP

    1. Open My Computer from the desktop or Start menu.
    2. From the Tools menu, choose Folder Options.
    3. Click the View tab.
    4. In the "Advanced settings" pane under "Hidden files and folders," make sure that the "Show hidden files and folders" option is selected.
    5. Click OK.

    Windows Vista or 7

    1. Choose Start > Computer.
    2. Choose Organize > Folder and Search Options.
    3. Click the View tab.
    4. In the "Advanced settings" pane under "Hidden files and folders" make sure that the "Show hidden files and folders" option is selected.
    5. Click OK.
  3. Unplug or disconnect the iPod from your computer.
  4. Open iTunes without the iPod connected to your computer.
  5. In iTunes, choose Check for Updates from the Help menu.
  6. Update iTunes to the latest version if an update is available. If not update is available, continue to the next step.
  7. Connect the iPod to your computer and sync the iPod in iTunes.

 

This document will be updated as more information becomes available.
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