Connecting to url keeps popping up and can't play song

looking for help. my wife's itunes on her gateway pc is getting a quick window pop up when she tries to play some songs from the itunes store. the window says "connecting to url" yet the song won't play. I have never seen anything like this. how can she get her itunes to work "normally" again?
please, it's very frustrating.
thanks

Have you tried giving it the password it's asking for? Sounds like you may have apps installed that were purchased with an account other than the one you're using, or something similar.

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Make sure that your device is on
Also make sure that you can get to the Home screen.
Get help if you have one of these issues:
Your iOS device won't respond or turn on.
Your iPod won't turn on.
You forgot your passcode or your device is disabled.
Make sure that your Mac supports your device
See the system requirements for iPhone, iPad, or iPod.Check your USB connections
Unplug other USB devices from your Mac and try again.
Try a different USB port.
Try a different USB cable.
Learn more about using USB cables with your Mac.Make sure that your device trusts the computer
You might get an alert if you haven't connected your iOS device to this computer before. Unlock your device and tap Trust.
Learn more about the Trust This Computer alert.Restart your device
Restart your iOS device or reset your iPod.Restart your Mac
Turn your Mac off and back on.Update your software
Check for software updates on your Mac.
Check for an iTunes update.
Check your security software
If you have security software installed, learn how to resolve issues between iTunes and your security software.
Get more help
If you still don't see your device in iTunes, contact Apple Support.
Thank you for contributing to Apple Support Communities.
Best,
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OK so I used the MacBook 13 Install Disk and reset the password to something more memorable.
Then it advised me to synchronize this with the Keychain Password which I knew nothing about.
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Open System Preferences and access the .Mac pane
Click the "Sync" tab
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Connecting to url keeps popping up and can't play song

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