View Full Version : iTunes

Eb W
04-11-2012, 02:48 PM
When I try to connect to iTunes it will not connect, like something is blocking iTunes store access.
I have run the diagnostics tool in the iTunes help menu and get the following message " Secure link to iTunes Store faile> Click help button". When I click the help button I get a blank page in the iTunes Help site.

Can anybody help me please.


Kind regards,

Eb W.

Nick G
04-11-2012, 03:46 PM
Do you have a firewall that is blocking it?

Eb W
04-11-2012, 04:28 PM
No I have not. Iinstalled iTunes twice. Tried to de authorise this computer, but cannot get through to iTunes. Have no problems using a different computer, hence there must be something ticked which prevents the iTunes from connecting to the iTunes store.
I did a diagnostics and came up with the following results. Maybe this will help.
iTunes is the only program which refuses to connect to the internet.

Microsoft Windows 7 x64 Ultimate Edition Service Pack 1 (Build 7601)
System manufacturer System Product Name
QuickTime 7.7.2
FairPlay 2.2.19
Apple Application Support 2.2.2
iPod Updater Library 10.0d2
CD Driver
CD Driver DLL
Apple Mobile Device
Apple Mobile Device Driver
Bonjour (333.10)
Gracenote SDK
Gracenote MusicID
Gracenote Submit
Gracenote DSP

iTunes Serial Number 0030AA5C03B1C808

Current user is an administrator.
The current local date and time is 2012-11-04 14:22:54.
iTunes is not running in safe mode.
WebKit accelerated compositing is enabled.
HDCP is supported.
Core Media is supported.

Video Display Information


**** External Plug-ins Information ****

No external plug-ins installed.

iPodService (x64) is currently running.
iTunesHelper is currently running.
Apple Mobile Device service is currently running.

**** Network Connectivity Tests ****

Network Adapter Information

Adapter Name: {AE0FB24A-FA26-44C0-BD3B-EC2CCCBAED62}
Description: Marvell Yukon 88E8056 PCI-E Gigabit Ethernet Controller #2
IP Address:
Subnet Mask:
Default Gateway:
DHCP Enabled: Yes
DHCP Server:
Lease Obtained: Sun Nov 04 14:17:22 2012

Lease Expires: Mon Nov 05 14:17:22 2012

DNS Servers:

Adapter Name: {BC45C347-61F7-42F9-A5B5-078C312EEE6A}
Description: Marvell Yukon 88E8056 PCI-E Gigabit Ethernet Controller
IP Address:
Subnet Mask:
Default Gateway:
DHCP Enabled: Yes
DHCP Server:
Lease Obtained: Thu Jan 01 13:00:00 1970

Lease Expires: Thu Jan 01 13:00:00 1970

DNS Servers:

Active Connection: LAN Connection
Connected: Yes
Online: Yes
Using Modem: No
Using LAN: Yes
Using Proxy: No

Firewall Information

Windows Firewall is on.
iTunes is enabled in Windows Firewall.

Connection attempt to Apple web site was unsuccessful.
The network connection timed out.
Basic connection to the store failed.
The network connection timed out.
Connection attempt to Gracenote server was successful.
The network connection timed out.
Last successful iTunes Store access was 2012-01-26 11:20:37.

Kind regards,

Eb W.

Speedy Gonzales
04-11-2012, 05:22 PM
Try the 2nd post here. (https://discussions.apple.com/thread/3911927?start=0&tstart=0). There maybe something you've installed that's conflicting with Itunes

Close your iTunes,

Go to command Prompt -

(Win 7/Vista) - START/ALL PROGRAMS/ACCESSORIES, right mouse click "Command Prompt", choose "Run as Administrator".

(Win XP SP2 & above) - START/ALL PROGRAMS/ACCESSORIES/Command Prompt

In the "Command Prompt" screen, type in

netsh winsock reset

Hit "ENTER" key

Restart your computer.

If you do get a prompt after restart windows to remap LSP, just click NO.

Now launch your iTunes and see if it is working now.

If you are still having these type of problems after trying the winsock reset, refer to this article to identify which software in your system is inserting LSP:

Or this

(http://support.apple.com/kb/TS4123?viewlocale=en_US)Repair your QuickTime.

Control Panel > Programs n Features > highlight QUICKTIME and click CHANGE then REPAIR.


Eb W
04-11-2012, 06:40 PM

I followed your advice. Firts changed and repaired QuickTime. This did not make any difference. Then I did a winsock reset and bingo the problem was solved and now I have access to iTunes Store again..

Thank you very much for your help.

Kind regards,

Eb W.