2 users 1 computer one can connect to Store and Acct. the other can't

usin windows XP Service Pak2, not using windows firewall. Using Norton 360. We have downloaded and installed iTunes 9.1 we each have separate computer user profiles, separate iTunes libraries and separate itunes/Apple ID's and accounts
suggestions from Apple included checking for dowloads and entering Apple ID and Password and or doing MISCONFIG and checking configuration to allow iTunes/Apple through Firewall or other software. This isn't relevant to the situation. Please see my reply to Sandra at Apple Support. And I greatly appreciate any feedback or guidance:
This has nothing to do with downloading. from my son's computer user profile (windows XP, Norton 360) when he tries to log into the store he gets a connection error, when he clicks on store and enters his apple ID and password he gets a connection error. when he enters his apple ID and click forgot password he gets a connection error. I understand about firewalls but my question is we share the same computer and everything works fine for me. it is one computer, with one firewall (Norton 360) why does iTunes work fine for me on my computer user profile but not for my son on the same computer?
How could the firewall be an issue for one user but not another on the same computer? Since I can access iTunes store and my Apple account from the same computer stands to reason it is not a firewall/software problem. My account is on the same computer (but under my own profile) as my son's. everything works fine for me--- nothing on your server or attempting to connect to your server works for him. the fact that I can get to the Store, and to my apple account, and I can buy and download from my user profile on the same computer tells me it is not a firewall or other software issue
do you have any other thoughts?
thanks. R See my original support request below:Web Order # :
Support Subject : Connecting to iTunes Store
Sub Issue : Connecting with a computer
See additional info below
OS version: Windows XPSP2+
Country: US
iTunes version: iTunes 9.1
iTunes account name:
Specific request: I receive an error message when I try to connect to the iTunes Store
Error message user experienced: Cannot connect to iTunes Store
Details:
I have checked my cables and connections, I have surfed to other site and Internet is working. I have 3 users with individual desktops and profiles. I am administrator. my son on his profile can access his library but cannot get to iTunes store to shop. we have shopped from this compter before.
He gets an error saying cannot connect to store, connection timed out check your connection. so I downloaded and installed iTunes 9.1. On my profile I can access Internet, iTunes and itunes store. I ran iTunes diagnostic on my profile and though I am in the iTunes store and can shop on my profile the diagnostic on my profile indicates:
Firewall Information
Connection attempt to Apple web site was successful.
Connection attempt to iTunes Store was successful.
Secure connection attempt to iTunes Store was unsuccessful.
The network connection timed out.
Secure connection attempt to iPhone activation server was successful.
Last successful store access was 2010-05-30 01:13:37.
and
** External Plug-ins Information **
No external plug-ins installed.
iPodService 9.1.1.12 is currently running.
iTunesHelper is currently not running.
Apple Mobile Device service 3.0.1.0 is currently running.
My son clicks the store on his profile and the store never opens he just gets the error indicated above.
We do not use Windows Firewall. We use Norton 360

A user account specific issue like this has me wondering if there's an issue with the iTunes preference files in your son's Windows user account, renee. (There's a different set of those in each different account. So a preference file issue can cause trouble in one user account but not another.)
Even if you're not getting a -50, perhaps try the following document:
[iTunes 9: "One Moment Please" or "Error (-50)" message when accessing iTunes Store|http://support.apple.com/kb/TS3288]
(Adjusting the Parental control preferences should be done inside your son's Windows user account. The command line technique can be done from within either account.)

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