Can't connect to iTunes Store

Norton Security | Norton Internet Security
1

Hi! First of all, sorry! I know you've answered this before, but past suggestions in this forum didn't work on me :(

 

 

K, so the problem: click iTunes Store in iTunes and get: "iTunes could not connect to the iTunes Store. Make sure your network connection is active and try again"

 

 

 

I have this Norton: (it's in Spanish, but you guys know what the numbers mean anyways so...)

 

Nombre del producto: Norton 360

  • Versión: 4.2.0.12
  • Número de serie: XXXXXXXXXXXXXX
  • SKU de soportes: 20153098
  • SKU actual: 13585578
  • SKU de familia: 13121381
  • ID del endpoint: {1d9ce5fc-0db9-4f79-bef3-11e93829d94e}

    •  

     

     

    Ok, things I've tried:

     

    - Going to IE and making sure Use proxy... is unchecked

    - Going to IE and checking Automatically detect.... in LAN settings

    - Unisntalling and reinstalling iTunes

    - Updating root.. what was it? root sources? (idk, i just downloaded this file from the Windows website)

    - Begging my iTunes to work (lol)

    - Disabling the Norton firewall

    - Going to Apple support (they said the iTunes part of it works just fine)

    - Going to IE and making sure I have checked "Use SSL 3.0" and "Use TLS 1.0"

    - Making sure iTunes is an exception in my Windows Firewall

    - Making sure iTunes is allowed to connect to the internet in my Norton firewall

    - Updating hosts file

    - Flushing DNS settings

    - Disabling pop-up blocker in IE, Firefox, and Chrome

    - Adding apple.com, *.apple.com, and [*.]apple.com, itunes.apple.com, ax.itunes.apple.com, albert.apple.com, gs.apple.com as exceptions in pop-up blockers in all three browsers

     

    After running Network diagnostics in iTunes I get: 

     

     

    Microsoft Windows XP Professional Service Pack 3 (Build 2600)
    Acer Aspire 3690
    iTunes 9.2.1.5
    QuickTime 7.6.6
    FairPlay 1.8.20
    Apple Application Support 1.3
    iPod Updater Library 9.2d4
    CD Driver 2.2.0.1
    CD Driver DLL 2.1.1.1
    Apple Mobile Device 3.1.0.62
    Apple Mobile Device Driver not found.
    Bonjour 2.0.2.0 (214.3)
    iTunes Serial Number 31C59B138ECA3690
    Current user is an administrator.
    The current local date and time is 2010-07-28 01:49:23.
    iTunes is not running in safe mode.
    WebKit accelerated compositing is enabled.
    HDCP is not supported.
    Video Display Information
    Mobile Intel(R) 945GM Express Chipset Family
    Mobile Intel(R) 945GM Express Chipset Family
    **** External Plug-ins Information ****
    No external plug-ins installed.
    iPodService 9.2.1.5 is currently running.
    iTunesHelper 9.2.1.5 is currently running.
    Apple Mobile Device service 3.1.0.0 is currently running.
    **** Network Connectivity Tests ****
    Network Adapter Information
    Adapter Name: {E7564585-2D3E-495A-9F10-02C837F9F869}
    Description: Broadcom 440x 10/100 Integrated Controller - Minipuerto del administrador de paquetes
    IP Address: 0.0.0.0
    Subnet Mask: 0.0.0.0
    Default Gateway:
    DHCP Enabled: Yes
    DHCP Server:
    Lease Obtained: Wed Dec 31 17:00:02 1969
    Lease Expires: Wed Dec 31 17:00:02 1969
    DNS Servers:
    Adapter Name: {B6E9096A-2574-4780-9CD9-533C1450F5A1}
    Description: Adaptador de red Broadcom 802.11g - Minipuerto del administrador de paquetes
    IP Address: 172.16.10.43
    Subnet Mask: 255.255.255.0
    Default Gateway: 172.16.10.1
    DHCP Enabled: Yes
    DHCP Server: 1.1.1.1
    Lease Obtained: Wed Jul 28 01:30:54 2010
    Lease Expires: Thu Jul 29 01:30:54 2010
    DNS Servers: 209.63.0.6
    209.63.0.6
    198.60.22.2
    Active Connection: LAN Connection
    Connected: Yes
    Online: Yes
    Using Modem: No
    Using LAN: Yes
    Using Proxy: No
    SSL 3.0 Support: Enabled
    TLS 1.0 Support: Enabled
    Firewall Information
    Windows Firewall is off.
    Connection attempt to Apple web site was successful.
    Connection attempt to iTunes Store was successful.
    Secure connection attempt to iTunes Store was successful.
    Secure connection attempt to iPhone activation server was successful.
    Last successful store access was 2010-01-06 15:03:07.

     

     

    Now that I think about it, I think I've never been able to open iTunes Store since I got Norton 360... I was able to before... Anyways. 

     

    Thanks!!


    <<Edit: Removed serial no of the product. Please abstain from posting any personally identifiable information per the participation guidelines>>

    2

    Hi! First of all, sorry! I know you've answered this before, but past suggestions in this forum didn't work on me :(

     

     

    K, so the problem: click iTunes Store in iTunes and get: "iTunes could not connect to the iTunes Store. Make sure your network connection is active and try again"

     

     

     

    I have this Norton: (it's in Spanish, but you guys know what the numbers mean anyways so...)

     

    Nombre del producto: Norton 360

  • Versión: 4.2.0.12
  • Número de serie: XXXXXXXXXXXXXX
  • SKU de soportes: 20153098
  • SKU actual: 13585578
  • SKU de familia: 13121381
  • ID del endpoint: {1d9ce5fc-0db9-4f79-bef3-11e93829d94e}

    •  

     

     

    Ok, things I've tried:

     

    - Going to IE and making sure Use proxy... is unchecked

    - Going to IE and checking Automatically detect.... in LAN settings

    - Unisntalling and reinstalling iTunes

    - Updating root.. what was it? root sources? (idk, i just downloaded this file from the Windows website)

    - Begging my iTunes to work (lol)

    - Disabling the Norton firewall

    - Going to Apple support (they said the iTunes part of it works just fine)

    - Going to IE and making sure I have checked "Use SSL 3.0" and "Use TLS 1.0"

    - Making sure iTunes is an exception in my Windows Firewall

    - Making sure iTunes is allowed to connect to the internet in my Norton firewall

    - Updating hosts file

    - Flushing DNS settings

    - Disabling pop-up blocker in IE, Firefox, and Chrome

    - Adding apple.com, *.apple.com, and [*.]apple.com, itunes.apple.com, ax.itunes.apple.com, albert.apple.com, gs.apple.com as exceptions in pop-up blockers in all three browsers

     

    After running Network diagnostics in iTunes I get: 

     

     

    Microsoft Windows XP Professional Service Pack 3 (Build 2600)
    Acer Aspire 3690
    iTunes 9.2.1.5
    QuickTime 7.6.6
    FairPlay 1.8.20
    Apple Application Support 1.3
    iPod Updater Library 9.2d4
    CD Driver 2.2.0.1
    CD Driver DLL 2.1.1.1
    Apple Mobile Device 3.1.0.62
    Apple Mobile Device Driver not found.
    Bonjour 2.0.2.0 (214.3)
    iTunes Serial Number 31C59B138ECA3690
    Current user is an administrator.
    The current local date and time is 2010-07-28 01:49:23.
    iTunes is not running in safe mode.
    WebKit accelerated compositing is enabled.
    HDCP is not supported.
    Video Display Information
    Mobile Intel(R) 945GM Express Chipset Family
    Mobile Intel(R) 945GM Express Chipset Family
    **** External Plug-ins Information ****
    No external plug-ins installed.
    iPodService 9.2.1.5 is currently running.
    iTunesHelper 9.2.1.5 is currently running.
    Apple Mobile Device service 3.1.0.0 is currently running.
    **** Network Connectivity Tests ****
    Network Adapter Information
    Adapter Name: {E7564585-2D3E-495A-9F10-02C837F9F869}
    Description: Broadcom 440x 10/100 Integrated Controller - Minipuerto del administrador de paquetes
    IP Address: 0.0.0.0
    Subnet Mask: 0.0.0.0
    Default Gateway:
    DHCP Enabled: Yes
    DHCP Server:
    Lease Obtained: Wed Dec 31 17:00:02 1969
    Lease Expires: Wed Dec 31 17:00:02 1969
    DNS Servers:
    Adapter Name: {B6E9096A-2574-4780-9CD9-533C1450F5A1}
    Description: Adaptador de red Broadcom 802.11g - Minipuerto del administrador de paquetes
    IP Address: 172.16.10.43
    Subnet Mask: 255.255.255.0
    Default Gateway: 172.16.10.1
    DHCP Enabled: Yes
    DHCP Server: 1.1.1.1
    Lease Obtained: Wed Jul 28 01:30:54 2010
    Lease Expires: Thu Jul 29 01:30:54 2010
    DNS Servers: 209.63.0.6
    209.63.0.6
    198.60.22.2
    Active Connection: LAN Connection
    Connected: Yes
    Online: Yes
    Using Modem: No
    Using LAN: Yes
    Using Proxy: No
    SSL 3.0 Support: Enabled
    TLS 1.0 Support: Enabled
    Firewall Information
    Windows Firewall is off.
    Connection attempt to Apple web site was successful.
    Connection attempt to iTunes Store was successful.
    Secure connection attempt to iTunes Store was successful.
    Secure connection attempt to iPhone activation server was successful.
    Last successful store access was 2010-01-06 15:03:07.

     

     

    Now that I think about it, I think I've never been able to open iTunes Store since I got Norton 360... I was able to before... Anyways. 

     

    Thanks!!


    <<Edit: Removed serial no of the product. Please abstain from posting any personally identifiable information per the participation guidelines>>

    3

    Thanks for the links, but I already tried those...

     

    How do I reset my smart firewall though?

    4

    Hello camilok7

     

    Can you try this solution that I found on another site and let us know if this works.

     

    Opened iTunes. Clicked on Preferences and under Parental Controls disabled access to the iTunes Store. I then checked the box to allow access to iTunes U.
    When I tried loading the store this time, it sent me directly to iTunes U with no problem.
    I then went back into Preferences and enabled access to everything and tries reloading the store.

    Voila. I can now connect to the whole store with no problems. Strange

    Copied from this site.

     

    http://en.kioskea.net/forum/affich-278794-cannot-connect-to-itunes-stores

     

     

    Please come back and let us know if this has helped. Thanks.

    5

    Thanks, but didn't work :(

    6

    Hello camilok7

     

    I'm sorry the other suggestion didn't help. You asked how to reset your smart firewall though. I can give you a link from last year, but I think it will still apply to the current version also. Please look at the post from AllenM in this link and it will tell you how to reset the smart firewall. It's a different topic, but it does tell you how to reset the firewall.

     

    http://community.norton.com/t5/Norton-360/Firewall-set-so-high-can-t-open-Internet/m-p/187435#M24990

     

    I hope that this suggestion will help you out. Please come back and let us know if it does indeed help. Thanks.

     

     

    7

    Hi Camilok7,


    Try these steps:

    - Disable Firewall from Norton 360 for temporary purpose.

    - Try to connect to iTunes Store.

    - If the problem persists, disable Auto-Protect from Norton 360 for temporary purpose.

    - Try to connect to iTunes Store.

    - If the problem perists, uninstall Norton 360 from Add/Remove programs. Use the custom install to save the settings for reinstallation.

    - Try to connect to iTunes Store.

    - If the problem persists, contact Apple Support since the problem is not caused by Norton 360. You can reinstall Norton 360 now.


    Let us know the results

     

    Yogesh

    8

    Thanks, but when I followed the procedure on my version, it didn't have a "reset" function, only "deactivate"

    9

    Thanks! I tried the first two ways, and they didn't work.

    I can't uninstall because my installation CD is many (many) miles away.

    But thanks for your suggestion!

     

    Then let's just call it a day with this problem, because I cannot try all possible solutions. Thanks guys!

    10

    You can directly download the v4 installation file from here and use it for installation:

    Norton 360 v4 Standard: www.norton.com/n360s_4 Or Norton 360 v4 Premier: www.norton.com/n360p_4

     

    Yogesh

    

    11

    THAT'S AWESOME! I didn't know the file was available!

     

    Wait, but is this like a limited free version? Because I bought the full version, and I'd like to keep it that way (just making sure before uninstalling and regretting it).

    12

    Hello camilok7

     

    When you uninstall N360 with the Norton Removal Tool, it leaves behind the file with your key in it. When you download the new version from the above link, it will be just like it was before. It is not a trial version and even if it was, it would still be the full program.If it asks you for a key, all you have to do is enter your key from your full version. It's the exact same program. All you have to do is run live update until it says you have all updates available. You can do this any time you are having a problem with the program or if you have to reformat your hard drive,. Your key is good for 1 year from when you installed the program unless you have purchased the product with a longer time period. If it gives you a message you have exceeded the number of insttallations allowed, then all you have to do is contact customer support via the free chat program and tell them you had to reinstall the program. and they will adjust the number of installations if necessary. Here is how you can contact customer support should it be necessary to do that.

     

    http://www.symantec.com/norton/support/contact/contact.jsp?pvid=cs

    This is the link for US/Can. If you need a different location, please consult your local Symantec site for the local free chat customer support link.

     

    Good luck and I hope that fixes the problem. Thanks and let us know if it has helped.