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Resolve issues between iTunes and security software

Symptoms

If you can’t open iTunes, download content, sync your device, or use Home Sharing, you might have an issue with security software. Security software created by companies other than Apple can prevent iTunes from connecting to Apple servers. Sometimes you might see a numeric error message when you sync, update, back up, or restore your device.

What you might see:

  • iTunes won’t open
  • You can’t connect to iTunes Store to buy or download content
  • iPhone, iPad, or iPod touch won't back up, restore, update, sync, or activate with iTunes
  • iPhone, iPad, or iPod touch isn't recognized by iTunes
  • iPod isn't recognized by iTunes.
  • iPod won't sync with iTunes.
  • Apple TV won’t restore with iTunes
  • iTunes Error 4 or iTunes Error 6 
  • iTunes Error 1630–1641
  • iTunes Errors between 3000–3999. Example: iTunes Error 3004 or iTunes Error 3014
  • iTunes Errors between 9000–9999. Example: iTunes Error 9006 or iTunes Error 9844

 

Resolution

Get started

First try these basic steps to see if they resolve the issue. If they don’t, continue to the next section. 

  •  Set the correct date, time, and time zone on your computer. 
  •  Log in to an administrative user account.
  •  Get the latest version of iTunes.
  •  Update OS X or Windows, and update your security software.

Configure your software

After you update your security software, configure it to let iTunes communicate through the ports and servers listed here. Configuration steps vary by software, so contact the developer for specifics. Blocked ports are often related to numbered errors in the 3000 range.

  • Ports: 80 and 443
  • Apple servers: 
    • phobos.apple.com
    • deimos3.apple.com
    • albert.apple.com
    • gs.apple.com
    • itunes.apple.com
    • ax.itunes.apple.com
  • Verisign servers:
    • evintl-ocsp.verisign.com
    • evsecure-ocsp.verisign.com

Find a more complete list of ports used by Apple products. You might also need to configure your security software to allow specific services to run. 

Remove your software and proxies

If your PC or router is using proxy settings, try connecting to the iTunes Store without using an Internet proxy. On a PC, you can use the built-in diagnostics in iTunes to test your connections and generate reports.

If the issue continues, disable or uninstall your security software temporarily, but first note any licenses and confirm you can reinstall the software. 

  • Restart your computer and try to connect with iTunes again. 
  • Check your hosts file to verify that it's not blocking iTunes from communicating with the update server.

When you’re done with these steps, re-install and re-enable your security software to keep your system safe. If uninstalling your security software resolved the issue, contact the developer to help you configure the software to work with iTunes.

Test connectivity

If you’re still having issues using AirPlay, Home Sharing, iTunes, or Remote, test the connectivity between the computers or devices in your house. They need to be connected to the same network and subnet. 

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.
Last Modified: Jun 24, 2014
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  • Last Modified: Jun 24, 2014
  • Article: TS3125
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