Norton 360 and iTunes Store

Norton Security | Norton Internet Security
1

I recently installed Norton 360 on my computer and now I can not access the iTunes store.  I get an error message:

 

iTunes could not connect to the iTunes Store.  The network connection timed out.

 “Make sure your network settings are correct and your network connection is active, then try again"

 

My internet connection is working just fine.  Called iTunes who blamed it on Norton who blamed it on my internet provider who blamed it on ....

 

Anyone have the answer?

 

 

2

Hi Morgan,

 

Welcome to the Norton Community.

 

Can you tell us what OS you have and is it 32 or 64 bit? What is your exact version of N360 from Help & Support > About?

 

Can you try disabling your N360 firewall and see if you can access the iTunes store. This will tell us if N360 is blocking it or if something else is going on.

 

The firewall settings is found in the Settings link from your main N360 window.

 

There are other things which can be checked but we need to start with the firewall test so we know for sure what is blocking your access.

 

I have also asked the moderator to move your post to the N360 forum for better exposure.

 

Thanks very much.

Allen

3

Hello.  I have Windows XP Professional Version 2002, Service Pack 3.  When I spoke to a Norton rep they uninstalled Norton and then tried to get into iTunes store with no luck.  They reinstalled Norton and told me it was an Internet Provider problem but Charter says it is not as I have full access to the internet.  I did not have any issues until I installed Norton.  My second computer is having the same issues post Norton implementation.

 

Thanks.

4

HI morgan

 

Have you tried an uninstall and reinstall of the iTunes software. An uninstall should not lose your music/library but you should ensure that it is backed up anyway.

5

Yes I tired that.

6

Hi Morgan,

 

Thanks for the update. Below are links to 3 different posts, please try these and see if either is relevant to your issue. I don't think the issue is with your ISP as it is specific to iTunes.

 

http://community.norton.com/t5/Norton-Internet-Security-Norton/Itunes-Store-connection/m-p/234479/highlight/true#M113110

http://community.norton.com/t5/Norton-Internet-Security-Norton/Itunes-Store-connection/m-p/234505/highlight/true#M113122

http://community.norton.com/t5/Norton-Internet-Security-Norton/Itunes-Store-connection/m-p/234513/highlight/true#M113123

 

Please let us know if either of these links are helpful.

 

Thanks

Allen

7

Unfortunately for some reason I can not access "Internet Options" on my computer.  I have had difficulty with this before I installed Norton.

8

Hi Morgan,

 

Thanks for the update. Are you using IE? What version do you have? What happens when you try to access Tools > Internet Options?

 

This needs to be resolved and is an indication of a more fundamental problem. Are you up to date on all Windows updates?

 

You mentioned having the iTunes problem on two different computers. Are both having the problem with accessing Internet options?

 

Do you have any other security software (anti-virus, etc) on your computer besides N360?

 

Thanks

Allen

9

No other security problem.

 

Internet Explorer 7.

 

When I click on "Control Panel" the icon for "Internet Options" is there w/o the word "Internet Options" next to it.  When I click on the icon nothing happens.  I have tried to download IE 8 but the download never happens.

10

Secondary computer has "Internet Options" but can not access iTunes store.

 

11

Hi Morgan,

 

I was asking if you had or did have any other security (anti-virus) software, not whether you have other security problems.

 

Did you remove your old security software before installing N360? And how did you remove it?

 

You said you cannot access Internet options via the Control Panel. Please try directly through the IE browser via Tools > Internet options? Can you get to it this way?

 

Do you have this problem on both computers?

 

EDIT: I just saw your update. On the second computer did you check the options mentioned in the posts I linked to earlier? Did this make a difference?

 

You said you cannot download IE 8. Can you be more specific? What happens when you attempt to download IE 8? Do you have this problem on both computers?

 

These issues which are coming to light are so entwined together that we cannot possibly work one without looking into all of them.

 

Do you have IE 7 on both computers or does one have IE 8?

 

Also, I did not see a response from you to indicate your exact version of N360. Can you tell us your exact version from Help & Support > About? If you do not have it currently installed do you at least recall if it was version 3 or 4?

 

Thanks

Allen

12

Hi Morgan,

 

In the end we can run the Norton removal tool to clean up any residual of N360 which could have been left behind to ascertain if N360 is part of this issue.

 

But I would rather we not go there until we have a better understanding of the other IE issues you are having.

 

Please let us know on the other questions I raised.

 

Thanks very much

Allen