Resolve issues between iTunes and third-party security software

If you can’t open iTunes, download content, sync your device or use Home Sharing, your security software may be the cause. 

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

The following may happen 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 may 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, continue reading to find out how to check your connectivity and security software.

Get started

Before changing your security software's setup: 

  • Make sure the date, time and time zone on your computer have been set correctly. 
  • Log in to an administrative user account, not a guest account.
  • Update to the latest version of iTunes.
  • Make sure you have the latest software on your Mac or PC.  

If your iPhone, iPad or iPod isn't recognised in iTunes, find more information on what to do for Mac or Windows.

If you're still having trouble, continue to the next section.

Test your connectivity

Check your hosts file to make sure it's not blocking iTunes from communicating with Apple's servers.

If you’re having issues when 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.

If you're still having trouble, continue to the next section.

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 iTunes.

In some cases, it may be necessary to temporarily remove your security software to isolate an issue. Some Internet security apps aren't uninstalled completely, so you may need to download and run a clean-up utility for your security software to remove it completely.

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.

Make sure there isn’t more than one type of security software installed at a time. If you have more than one type of security software installed, you may experience other performance issues.

Information about products not manufactured by Apple, or independent websites not controlled or tested by Apple, is provided without recommendation or endorsement. Apple assumes no responsibility with regard to the selection, performance or use of third-party websites or products. Apple makes no representations regarding third-party website accuracy or reliability. Contact the vendor for additional information.

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