Resolve issues between iTunes and third-party security software

Security software created by companies other than Apple can prevent 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.

The following might happen if your security software is causing an issue with iTunes:

• Your iPhone, iPad, or iPod touch aren't recognized 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 learn how to check your connectivity and security software.

Before changing your security software's setup: 

• Make sure that the date, time, and time zone are set correctly on your computer. 
• Log in using an administrator account, not a guest account.
• Make sure that you have the latest version of iTunes.
• Update macOS or Windows.
• Update your security software.

If your device isn't recognized, find more information on what to try if your iPhone, iPad, or iPod isn't recognized in iTunes for Mac or Windows.

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

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

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 properly.

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

If you still have trouble after you test your connectivity, your security software could be interfering with your computer's connection with 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 cleanup 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.

Make sure that 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 might experience other performance issues.

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

Unless you add iTunes as an exception, your Windows firewall might prevent iTunes from connecting to the Internet. To make sure that the firewall on your Windows PC isn't blocking iTunes, follow these steps:

1. Press the Windows key on your keyboard. If your keyboard doesn't have a Windows key, press the Control (Ctrl) and Escape (Esc) keys.
2. Click the magnifying icon or search field. In the search field, enter firewall.cpl.
3. Click firewall.cpl in the search results. The Windows Firewall window opens.
4. Click "Allow an app or feature through Windows Firewall" (Windows 10 and 8) or "Allow a program or feature through Windows Firewall" (Windows 7), then click "Change settings."
5. Make sure that iTunes is selected for both private and public networks and that Bonjour is selected for private networks only.
   
6. If iTunes or Bonjour isn't listed, click "Allow another app" (Windows 10 and 8) or "Allow another program" (Windows 7).
   • If iTunes isn't listed, click Browse and then go to the iTunes program, which is in C:\Program Files\iTunes\.
   • If Bonjour isn't listed, click Browse and then go to mDNSResponder, which is in C:\Program Files\Bonjour\.
7. After selecting one of the programs, click Open.
8. Click Add in the Add an app window (Windows 10 and 8) or Add in the Add a Program window (Windows 7).
   
9. In the Allowed apps (Windows 10 and 8) or Allowed Programs (Windows 7) window, click OK.
10. Close the Windows Firewall window.