iTunes for Windows: Network Connectivity Tests
iTunes for Windows includes a network connectivity test that can assist you in troubleshooting an issue when trying to connect to the iTunes Store, or when using other Internet-enabled features in iTunes.
Note: iTunes Diagnostics is used to gather and display information about your computer—it does not resolve issues itself. You can use the information provided in the diagnostics to troubleshoot an issue you may be having, but you may need to follow specific steps in a related article or have assistance from an Apple Advisor to resolve an issue. See the sections below to learn more about the content of iTunes Diagnostics and find related troubleshooting articles.
Using Network Connectivity Tests
To run diagnostics, follow these steps
- Install the latest version of iTunes.
- Open iTunes and choose Run Diagnostics from the Help menu.
- Make sure Network connectivity tests is selected and click Next.
The resulting information (sample shown below) can help you troubleshoot network connectivity issues as they relate to iTunes.
Network connectivity tests consist of two types of network tests:
- Network connectivity, which checks the status of your computer's network hardware and software.
- iTunes Store connectivity, which checks your computer's ability to connect to the Internet and to make a secure connection with the iTunes Store.
When the results are displayed, a status light appears next to each test. A green light next to a particular test indicates that no issues were found. When iTunes detects an issue with a test, a red or yellow light is displayed next to a Help button. The Help button will display troubleshooting information in iTunes or on the Apple support site that may resolve the issue.
In addition to the status lights and support content, iTunes can display a detailed report of the computer's network configuration and connectivity information if you click Next. This report has several sections which contain different information which is explained below.
Understanding Network Connectivity test results
General system information
This first section of the Network Diagnostics report displays the following general information:
- Windows version and build.
- Make and model of the PC.
- Version of iTunes, QuickTime, Apple Application Support, and other components of iTunes used for recognizing devices.
- Whether or not the current user profile has administrator privileges.
Network adapter information
This second section of the diagnostics shows the type of network adapter being used, type of connection being made, and the addresses assigned to the computer when the diagnostic began.
Note: If the IP Address contains zeros (0.0.0.0) or if no network adapters are present, you may want to check that you have a secure and active internet connection by ensuring that your network cables are securely fastened.
Some types of connections you may see listed are:
- Wireless (WLAN)
- Ethernet (LAN)
- Modem (PPP)
Network connection information
This section of the diagnostics provides a brief overview of the network connection and can be used to identify possible issues with your connection.
Note: If no active connection is listed, ensure you have an active internet connection by checking that your network cables are securely fastened.
- If you are using a proxy, there may be a chance that it is not correctly configured. Refer to iTunes for Windows can't access the Internet if proxy settings are incorrect.
- If SSL 3.0 or TLS 1.0 support is disabled, refer to iTunes for Windows could not establish a secure connection to the iTunes Store.
- If you are not using a LAN connection, the Active Connection field will display the host name. Dial-up Internet providers such as NetZero or Earthlink sometimes use web acceleration software, which may cause conflicts with iTunes. Dial-up connections may also create network timeout issues when attempting to access the iTunes Store.
Windows firewall information
This section shows you how to recognize if you have activated Windows Firewall, and if you've enabled iTunes to send and receive data from the Internet.
If you've enabled Windows Firewall but not iTunes, then you should configure the Windows Firewall to allow access to the iTunes Store. Refer to Can't connect to the iTunes Store.
If the Windows Firewall is off, it may be possible that anti-virus or security software is installed on the computer. Configuring the firewall to allow access to the iTunes Store will usually resolve the connection issue. Refer to iTunes for Windows: Troubleshooting security software issues.
Connectivity to Apple domains
This section shows whether or not a connection attempt to an Apple domain was successful. If any one of these connections is unsuccessful, it may prevent you from accessing the iTunes Store, making a purchase, or downloading content.
Be sure to add the following iTunes Store Internet addresses as trusted domains to any filtering or firewall software that may be installed.
- If you are still experiencing difficulty accessing the iTunes Store, you may want to include your Network Diagnostic report when contacting iTunes Store support.
- If you noticed a particular alert number related to an issue you are experiencing, and the links above did not help you address it, review the "Specific Conditions and Alert Messages" portion of this article for troubleshooting.
- iTunes Network Diagnostics primarily tests network connectivity that is needed for iTunes to be used properly; it is not designed to test network issues in other applications such as an email program.
When all tests are finished, a summary will be displayed, which you may copy to your clipboard or save to your computer. You may save the results to your computer or send them to Apple.
To save to your computer:
Click the Save button. Choose where to save the files on your computer, and click Save. This saves 2 files in the location specified called "iTunes Diagnostics.RTF" and "iTunes Diagnostics.SPX". You can view the RTF file with a text editor. You may also share both files with others who may be assisting you in resolving your issue.