Resolve issues between iCloud for Windows or iTunes and third-party security software

If you can't open iCloud for Windows or iTunes, download content, sync your device or use Home Sharing, your security software might be the cause. 

How to tell if your security software might be causing an issue

Security software created by companies other than Apple can prevent iCloud for Windows or iTunes from connecting to Apple servers or to devices. Sometimes, you might see a numeric error message when you sync, update, back up or restore your device.

If your security software is causing an issue with iCloud for Windows

  • You can't sign in with your Apple ID.
  • You see "Verification Failed: An unknown error occurred" or "An error occurred during authentication. Please try again". 
  • You see "Your setup couldn't start because your username or password is incorrect" or "Your setup couldn't be started because the iCloud server stopped responding".
  • iCloud services won't update. 

If your security software is causing an issue with iTunes

  • Your iPhone, iPad or iPod touch aren't recognised in iTunes, or they won't back up, restore, update, sync or activate.
  • You see iTunes Errors 4, 6, 1630-1641, 3000-3999 or 9000-9999*.
  • You can't connect to iTunes Store to buy or download content.
  • iTunes won't open.

*If you see error 9006, your computer might not be able to connect to Apple servers or your iPhone, iPad or iPod touch. Check for communication issues between iTunes and Apple software update servers. If you still see the error message, then continue reading to find out how to check your connectivity and security software.


Things to check first

Before you change your security software's setup: 


Test your connectivity

  1. Check your hosts file to make sure it's not blocking iTunes from communicating with Apple's servers.
  2. If you're having issues using AirPlay, Home Sharing, iTunes or Remote, test the connectivity between the computers or devices in your house. They should be connected to the same network and subnet in order to function correctly.

Test your security software

If you're still having trouble after testing your connectivity, your security software could be interfering with your computer's connection with iCloud for Windows or iTunes.

In some cases, it might be necessary to temporarily remove your security software to isolate an issue. Some internet security apps don't uninstall completely, so you might need to download and run a clean-up utility for your security software for it to be completely removed.

Work with your security software provider to allow the complete list of ports and services that Apple products use or if you need help with uninstalling their software.

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