Itunes 11.1.3.8 crashes when i access the store.
I get this message when I try to access the store.
Problem signature:
Problem Event Name: APPCRASH
Application Name: iTunes.exe
Application Version: 11.1.3.8
Application Timestamp: 5274a87d
Fault Module Name: KERNELBASE.dll
Fault Module Version: 6.3.9600.16408
Fault Module Timestamp: 523d4548
Exception Code: c06d007e
Exception Offset: 00012eec
OS Version: 6.3.9600.2.0.0.768.101
Locale ID: 2057
Additional Information 1: 5861
Additional Information 2: 5861822e1919d7c014bbb064c64908b2
Additional Information 3: 01d7
Additional Information 4: 01d7340064827245f2249cd1f1a7c264
I have tried reinstalling itunes and every other suggestion I could find. I am running windows 8.1 and this problem only started today. I have been successfully accessing the store for weeks now.
Anyone have any ideas?
I found this and it worked!!!
kcp123456789
Re: iTunes keeps crashing when I select iTunes store (Win 8) iTunes 11
Sep 26, 2013 5:43 AM (in response to Bristol1981a)
I had this exact same problem. I found a fix on another support post that worked perfectly for me. Browse to C:\Program Files (x86)\Common Files\Apple\Apple Application Support and copy the filen named QTMovieWin.dll. Then browse and past that file into C:\Program Files (x86)\iTunes.
Hope this helps you. My iTunes store is working fine now.
God bless!!
Similar Messages
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ITunes crashing when connecting to the store on Windows 8.1
Hello,
I had iTunes crashing when connecting to the iTunes Store with an Apple ID. I tried unsucessfully all the solutions posted on the many threads of people having the same issue. So I decided to reinstall Windows. A clean Windows 8.1 install from the Microsoft DVD. And guess what, it is still crashing! How can this even be possible?
The problem:
- iTunes crashes when connecting to the store with an Apple ID. It connects, briefly freezes, then crashes.
- I can access the store without an Apple ID without crashes. But it crashes as soon as I connect with an Apple ID.
The system:
- A clean, fully updated, Windows 8.1 Pro w/ WMC install from the Microsoft DVD.
- Applications I installed, along with iTunes: Adobe Reader, Google Chrome, Skype, Office 2013. Nothing else. No crapware. No nothing. These are fairly common applications that shouldn't conflict with iTunes.
- Antivirus is the built-in Windows Defender.
- Firewall is the built-in Windows Firewall.
- Intel HD Graphics 3000 on an Acer V3-571-6486
- I have not moved Apple's folder from Romaing and Local AppData of the old systems... So it's a clean iTunes profile.
- I can sucessfully sign-in to the iTunes Store with this account on another computer
- I have tried with multiple accounts on this computer, all crashing
There are tons of threads about this. I tried all the solutions posted, including:
- Adding "C:\Program Files (x86)\Common Files\Apple\Apple Application Support" to the PATH environment variable
- Copying QTMovieWin.dll from "C:\Program Files (x86)\Common Files\Apple\Apple Application Support" to "C:\Program Files (x86)\iTunes"
- Moving QTMovieWin.dll from "C:\Program Files (x86)\Common Files\Apple\Apple Application Support" to "C:\Program Files (x86)\iTunes"
- Updating the graphics card to the latest available driver from Intel's website (9.17.10.3517, 2014-10-04)
- Downgrade the graphics driver (9.17.10.3347, 2014-01-29)
- Use the graphic's driver from Acer's website.
- Use Microsoft's Basic VGA Driver
- Disable the Graphic's Adapter entirely
- Have tried to monitor the process with ProcMon, looking for a hint like a missing file or registry entry, but have not found anything helpful.
These solutions seem to have worked for almost everyone, but not me. The crash details in the Windows Application log are useless. Faulty module name is 'unknown'.
I am out of solutions. Is there anything left to do? Can anyone out Apple debug the dump file or something? Is there any way to contact Apple about this issue?
Many thanks.Hey zoyashahab,
Ok, so it sounds like there are two issues here we want to address, the first being the iTunes Store connection issue and the second being iTunes not recognizing your iOS devices.
First, I'd start with troubleshooting the recognition by following the steps in here:
iOS: Device not recognized in iTunes for Windows
http://support.apple.com/kb/TS1538
If after getting that running again, you still can't connect to the iTunes Store, then I'd go through the troubleshooting steps in here:
Can't connect to the iTunes Store
http://support.apple.com/kb/TS1368
Welcome to Apple Support Communities!
Best,
Delgadoh -
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Version=1
EventType=APPCRASH
EventTime=130215787752919724
ReportType=2
Consent=1
UploadTime=130215787754970813
ReportIdentifier=eac8635e-0a84-11e3-bea7-5c514f0f90b4
IntegratorReportIdentifier=eac8635d-0a84-11e3-bea7-5c514f0f90b4
WOW64=1
NsAppName=iTunes.exe
Response.BucketId=1871baf5a87b1c211cf58d7dbb125a35
Response.BucketTable=1
Response.LegacyBucketId=-523487756
Response.type=4
Sig[0].Name=Application Name
Sig[0].Value=iTunes.exe
Sig[1].Name=Application Version
Sig[1].Value=11.0.5.5
Sig[2].Name=Application Timestamp
Sig[2].Value=520e4d27
Sig[3].Name=Fault Module Name
Sig[3].Value=KERNELBASE.dll
Sig[4].Name=Fault Module Version
Sig[4].Value=6.2.9200.16451
Sig[5].Name=Fault Module Timestamp
Sig[5].Value=50988950
Sig[6].Name=Exception Code
Sig[6].Value=c06d007e
Sig[7].Name=Exception Offset
Sig[7].Value=00014b32
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=6.2.9200.2.0.0.256.103
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=1033
DynamicSig[22].Name=Additional Information 1
DynamicSig[22].Value=5861
DynamicSig[23].Name=Additional Information 2
DynamicSig[23].Value=5861822e1919d7c014bbb064c64908b2
DynamicSig[24].Name=Additional Information 3
DynamicSig[24].Value=f3d5
DynamicSig[25].Name=Additional Information 4
DynamicSig[25].Value=f3d5be0cad2787556264647dc02181c3
UI[2]=C:\Program Files (x86)\iTunes\iTunes.exe
UI[3]=iTunes has stopped working
UI[4]=Windows can check online for a solution to the problem.
UI[5]=Check online for a solution and close the program
UI[6]=Check online for a solution later and close the program
UI[7]=Close the program
LoadedModule[0]=C:\Program Files (x86)\iTunes\iTunes.exe
LoadedModule[1]=C:\Windows\SYSTEM32\ntdll.dll
LoadedModule[2]=C:\Windows\SYSTEM32\KERNEL32.DLL
LoadedModule[3]=C:\Windows\SYSTEM32\KERNELBASE.dll
LoadedModule[4]=C:\Windows\WinSxS\x86_microsoft.windows.common-controls_6595b641 44ccf1df_6.0.9200.16579_none_8937eec6860750f5\COMCTL32.dll
LoadedModule[5]=C:\Windows\SYSTEM32\SHLWAPI.dll
LoadedModule[6]=C:\Windows\SYSTEM32\USER32.dll
LoadedModule[7]=C:\Windows\SYSTEM32\ADVAPI32.dll
LoadedModule[8]=C:\Windows\SYSTEM32\SHELL32.dll
LoadedModule[9]=C:\Windows\SYSTEM32\msvcrt.dll
LoadedModule[10]=C:\Windows\SYSTEM32\GDI32.dll
LoadedModule[11]=C:\Windows\SYSTEM32\sechost.dll
LoadedModule[12]=C:\Windows\SYSTEM32\RPCRT4.dll
LoadedModule[13]=C:\Windows\SYSTEM32\combase.dll
LoadedModule[14]=C:\Windows\SYSTEM32\SspiCli.dll
LoadedModule[15]=C:\Windows\SYSTEM32\CRYPTBASE.dll
LoadedModule[16]=C:\Windows\SYSTEM32\bcryptPrimitives.dll
LoadedModule[17]=C:\Windows\system32\IMM32.DLL
LoadedModule[18]=C:\Windows\SYSTEM32\MSCTF.dll
LoadedModule[19]=C:\Program Files (x86)\iTunes\iTunes.dll
LoadedModule[20]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\AVFoundationCF.dll
LoadedModule[21]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\CoreAudioToolbox.dll
LoadedModule[22]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\CFNetwork.dll
LoadedModule[23]=C:\Windows\SYSTEM32\COMDLG32.dll
LoadedModule[24]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\CoreFoundation.dll
LoadedModule[25]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\CoreGraphics.dll
LoadedModule[26]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\CoreMedia.dll
LoadedModule[27]=C:\Windows\WinSxS\x86_microsoft.windows.gdiplus_6595b64144ccf1d f_1.1.9200.16518_none_ba1cf6b7e09f1918\gdiplus.dll
LoadedModule[28]=C:\Program Files (x86)\iTunes\GNSDK_DSP.DLL
LoadedModule[29]=C:\Program Files (x86)\iTunes\GNSDK_MUSICID.DLL
LoadedModule[30]=C:\Program Files (x86)\iTunes\GNSDK_SDKMANAGER.DLL
LoadedModule[31]=C:\Program Files (x86)\iTunes\GNSDK_SUBMIT.DLL
LoadedModule[32]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\libicuin.dll
LoadedModule[33]=C:\Windows\SYSTEM32\IPHLPAPI.DLL
LoadedModule[34]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\libdispatch.dll
LoadedModule[35]=C:\Windows\SYSTEM32\MSIMG32.dll
LoadedModule[36]=C:\Windows\SYSTEM32\ODBC32.dll
LoadedModule[37]=C:\Windows\SYSTEM32\ole32.dll
LoadedModule[38]=C:\Windows\SYSTEM32\OLEAUT32.dll
LoadedModule[39]=C:\Windows\SYSTEM32\OLEACC.dll
LoadedModule[40]=C:\Windows\SYSTEM32\PSAPI.DLL
LoadedModule[41]=C:\Windows\SYSTEM32\VERSION.dll
LoadedModule[42]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\QuartzCore.dll
LoadedModule[43]=C:\Windows\SYSTEM32\RICHED20.dll
LoadedModule[44]=C:\Windows\SYSTEM32\SETUPAPI.dll
LoadedModule[45]=C:\Windows\SYSTEM32\USERENV.dll
LoadedModule[46]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\WebKit.dll
LoadedModule[47]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\JavaScriptCore.dll
LoadedModule[48]=C:\Windows\SYSTEM32\WININET.dll
LoadedModule[49]=C:\Windows\SYSTEM32\WINMM.dll
LoadedModule[50]=C:\Windows\SYSTEM32\WINTRUST.dll
LoadedModule[51]=C:\Windows\SYSTEM32\WS2_32.dll
LoadedModule[52]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\ApplePushService.dll
LoadedModule[53]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\MediaToolbox.dll
LoadedModule[54]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\VideoToolbox.dll
LoadedModule[55]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\CoreVideo.dll
LoadedModule[56]=C:\Windows\WinSxS\x86_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.5 0727.6910_none_d089c358442de345\MSVCR80.dll
LoadedModule[57]=C:\Windows\SYSTEM32\DSOUND.dll
LoadedModule[58]=C:\Windows\SYSTEM32\CRYPT32.dll
LoadedModule[59]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\pthreadVC2.dll
LoadedModule[60]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\ASL.dll
LoadedModule[61]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\SQLite3.dll
LoadedModule[62]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\zlib1.dll
LoadedModule[63]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\libxml2.dll
LoadedModule[64]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\libicuuc.dll
LoadedModule[65]=C:\Windows\WinSxS\x86_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.5 0727.6910_none_d089c358442de345\MSVCP80.dll
LoadedModule[66]=C:\Windows\SYSTEM32\SHCORE.DLL
LoadedModule[67]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\objc.dll
LoadedModule[68]=C:\Windows\SYSTEM32\NSI.dll
LoadedModule[69]=C:\Windows\SYSTEM32\WINNSI.DLL
LoadedModule[70]=C:\Windows\SYSTEM32\USP10.dll
LoadedModule[71]=C:\Windows\SYSTEM32\msls31.dll
LoadedModule[72]=C:\Windows\SYSTEM32\CFGMGR32.dll
LoadedModule[73]=C:\Windows\SYSTEM32\DEVOBJ.dll
LoadedModule[74]=C:\Windows\SYSTEM32\profapi.dll
LoadedModule[75]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\WebKitQuartzCoreAdditions.dll
LoadedModule[76]=C:\Windows\SYSTEM32\d3d9.dll
LoadedModule[77]=C:\Windows\SYSTEM32\iertutil.dll
LoadedModule[78]=C:\Windows\SYSTEM32\WINMMBASE.dll
LoadedModule[79]=C:\Windows\SYSTEM32\MSASN1.dll
LoadedModule[80]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\CoreText.dll
LoadedModule[81]=C:\Windows\SYSTEM32\POWRPROF.dll
LoadedModule[82]=C:\Windows\SYSTEM32\WSOCK32.dll
LoadedModule[83]=C:\Program Files (x86)\Common Files\Apple\Apple Application Support\icudt46.dll
LoadedModule[84]=C:\Windows\SYSTEM32\dwmapi.dll
LoadedModule[85]=C:\Windows\SYSTEM32\dnssd.dll
LoadedModule[86]=C:\Windows\SYSTEM32\CRYPTSP.dll
LoadedModule[87]=C:\Windows\system32\rsaenh.dll
LoadedModule[88]=C:\Program Files (x86)\Common Files\Apple\CoreFP\CoreFP.dll
LoadedModule[89]=C:\Windows\system32\uxtheme.dll
LoadedModule[90]=C:\Program Files (x86)\Common Files\microsoft shared\ink\tiptsf.dll
LoadedModule[91]=C:\Windows\SYSTEM32\imagehlp.dll
LoadedModule[92]=C:\Program Files (x86)\iTunes\iTunes.Resources\iTunesRegistry.DLL
LoadedModule[93]=C:\Program Files (x86)\iTunes\iTunes.Resources\en.lproj\iTunesLocalized.DLL
LoadedModule[94]=C:\Program Files (x86)\iTunes\iTunes.Resources\iTunes.DLL
LoadedModule[95]=C:\Windows\SYSTEM32\WINSTA.dll
LoadedModule[96]=C:\Windows\SYSTEM32\Dxva2.dll
LoadedModule[97]=C:\Windows\SYSTEM32\MMDevAPI.DLL
LoadedModule[98]=C:\Windows\SYSTEM32\wdmaud.drv
LoadedModule[99]=C:\Windows\SYSTEM32\ksuser.dll
LoadedModule[100]=C:\Windows\SYSTEM32\AVRT.dll
LoadedModule[101]=C:\Windows\SYSTEM32\AUDIOSES.DLL
LoadedModule[102]=C:\Windows\SYSTEM32\msacm32.drv
LoadedModule[103]=C:\Windows\SYSTEM32\MSACM32.dll
LoadedModule[104]=C:\Windows\SYSTEM32\midimap.dll
LoadedModule[105]=C:\Windows\SYSTEM32\Secur32.dll
LoadedModule[106]=C:\Windows\SYSTEM32\winhttp.dll
LoadedModule[107]=C:\Windows\system32\mswsock.dll
LoadedModule[108]=C:\Windows\SYSTEM32\dhcpcsvc6.DLL
LoadedModule[109]=C:\Windows\SYSTEM32\dhcpcsvc.DLL
LoadedModule[110]=C:\Windows\SYSTEM32\clbcatq.dll
LoadedModule[111]=C:\Program Files (x86)\Common Files\Apple\Mobile Device Support\iTunesMobileDevice.dll
LoadedModule[112]=C:\Windows\SYSTEM32\sxs.dll
LoadedModule[113]=C:\Windows\SYSTEM32\Wtsapi32.dll
LoadedModule[114]=C:\Windows\SYSTEM32\WMVCORE.dll
LoadedModule[115]=C:\Windows\SYSTEM32\WMASF.DLL
LoadedModule[116]=C:\Windows\SYSTEM32\DWrite.dll
LoadedModule[117]=C:\Windows\SYSTEM32\LINKINFO.dll
LoadedModule[118]=C:\Windows\SYSTEM32\PROPSYS.dll
LoadedModule[119]=C:\Windows\SYSTEM32\ntshrui.dll
LoadedModule[120]=C:\Windows\SYSTEM32\srvcli.dll
LoadedModule[121]=C:\Windows\SYSTEM32\cscapi.dll
LoadedModule[122]=C:\Windows\SYSTEM32\ntmarta.dll
LoadedModule[123]=C:\Windows\SYSTEM32\Cryptdll.dll
LoadedModule[124]=C:\Windows\SYSTEM32\mscms.dll
LoadedModule[125]=C:\Windows\SYSTEM32\WindowsCodecs.dll
LoadedModule[126]=C:\Windows\SYSTEM32\DNSAPI.dll
LoadedModule[127]=C:\Program Files (x86)\Bonjour\mdnsNSP.dll
LoadedModule[128]=C:\Windows\System32\rasadhlp.dll
LoadedModule[129]=C:\Windows\system32\explorerframe.dll
LoadedModule[130]=C:\Windows\system32\DUser.dll
LoadedModule[131]=C:\Windows\system32\DUI70.dll
LoadedModule[132]=C:\Windows\System32\fwpuclnt.dll
LoadedModule[133]=C:\Windows\SYSTEM32\schannel.dll
LoadedModule[134]=C:\Windows\SYSTEM32\ncrypt.dll
LoadedModule[135]=C:\Windows\SYSTEM32\bcrypt.dll
LoadedModule[136]=C:\Windows\SYSTEM32\NTASN1.dll
LoadedModule[137]=C:\Windows\system32\ncryptsslp.dll
LoadedModule[138]=C:\Windows\SYSTEM32\gpapi.dll
LoadedModule[139]=C:\Windows\SYSTEM32\cryptnet.dll
LoadedModule[140]=C:\Windows\SYSTEM32\WLDAP32.dll
LoadedModule[141]=C:\Windows\SYSTEM32\igdumdim32.dll
LoadedModule[142]=C:\Windows\SYSTEM32\igdusc32.dll
State[0].Key=Transport.DoneStage1
State[0].Value=1
FriendlyEventName=Stopped working
ConsentKey=APPCRASH
AppName=iTunes
AppPath=C:\Program Files (x86)\iTunes\iTunes.exe
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NsGroup=windows8 -
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Locale ID: 1033
Additional Information 1: 0a9e
Additional Information 2: 0a9e372d3b4ad19135b953a78882e789
Additional Information 3: 0a9e
Additional Information 4: 0a9e372d3b4ad19135b953a78882e789
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-----See Below:----------------------->
Problem signature
Problem Event Name: APPCRASH
Application Name: iTunes.exe
Application Version: 7.7.1.11
Application Timestamp: 4890a5ee
Fault Module Name: StackHash_fd00
Fault Module Version: 0.0.0.0
Fault Module Timestamp: 00000000
Exception Code: c0000005
Exception Offset: 06680021
OS Version: 6.0.6001.2.1.0.256.1
Locale ID: 1033
Additional Information 1: fd00
Additional Information 2: ea6f5fe8924aaa756324d57f87834160
Additional Information 3: fd00
Additional Information 4: ea6f5fe8924aaa756324d57f87834160
Extra information about the problem
Bucket ID: 877131713 -
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[URL=http://smg.photobucket.com/user/kuzak/media/bug00.jpg.html][IMG]http://img.photobucket.com/albums/v332/kuzak/bug00.jpg[/IMG][/URL]
[URL=http://smg.photobucket.com/user/kuzak/media/bug01.jpg.html][IMG]http://img.photobucket.com/albums/v332/kuzak/bug01.jpg[/IMG][/URL]Hi there L.Bear,
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Crash that occurs on startup, trying access iTunes account or iTunes store:
Faulting application name: iTunes.exe, version: 12.1.0.71, time stamp: 0x54c76235
Faulting module name: JavaScriptCore.dll, version: 7600.1017.6000.1, time stamp: 0x54b5da5f
Exception code: 0xc0000005
Fault offset: 0x00000000001d2121
Faulting process id: 0x24f0
Faulting application start time: 0x01d03f02b94631f8
Faulting application path: C:\Program Files\iTunes\iTunes.exe
Faulting module path: C:\Program Files\Common Files\Apple\Apple Application Support\JavaScriptCore.dll
Report Id: 0a51eba0-aaf6-11e4-8be2-f01faf3e6c79
Crash that occurs when running network diagnostics:
Faulting application name: iTunes.exe, version: 12.1.0.71, time stamp: 0x54c76235
Faulting module name: objc.dll, version: 1.528.0.126, time stamp: 0x54940801
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Fault offset: 0x0000000000020d92
Faulting process id: 0x1e2c
Faulting application start time: 0x01d03efc48783f70
Faulting application path: C:\Program Files\iTunes\iTunes.exe
Faulting module path: C:\Program Files\Common Files\Apple\Apple Application Support\objc.dll
Report Id: 9025c036-aaef-11e4-8be2-f01faf3e6c79Hello Morac,
Thanks for using the Apple Support Communities. I understand that you are experiencing issues with iTunes for Windows unexpectedly quitting. Most of these issues can be resolve by using the following article - I’d give the steps a go even though you have isolated the issue pretty well:
iTunes for Windows Vista, Windows 7, or Windows 8: Fix unexpected quits or launch issues - Apple Support
http://support.apple.com/en-us/HT203206
Thanks,
Matt M. -
ITunes 10.6.1 crashes when accessing the store
Every time I try to access the store or turn on genius or do anything besides listen to music, iTunes immediately crashes. There appears to be a lot of discussions going on about this problem with previous versions...none of which have a solution. So I'm trying to start a new thread and hopefully get the right person's attention on this frustrating problem!
Hi Facecliff,
Thanks for visiting Apple Support Communities.
You may find some of the troubleshooting steps in this article helpful:
Can't connect to the iTunes Store
http://support.apple.com/kb/ts1368
Cheers,
Jeremy -
NEED HELP PLEASE, my iTunes (newest version) crashes everytime i try to access the store on my PC running windows 7 x64
Hello gabriel meseguer,
We've an article which provides troubleshooting steps that can help stabilize iTunes on your computer.
iTunes for Windows Vista, Windows 7, or Windows 8: Fix unexpected quits or launch issues
http://support.apple.com/kb/TS1717
Cheers,
Allen -
When I try to access the store from iTunes the application stops working
I'm on Windows 7 I've reinstalled iTunes several times. I can add music manually and play and sync my iPhone and iPad but whenever I try and access the store it crashes. I've tried all the fixes listed in the community help topics but nothing works. I am current with my Windows updates and I have the most recent version of iTunes.
Hi karenfromguelph,
Welcome to the Apple Support Communities!
I understand that when you attempt to connect to the iTunes Store you see a blank screen. In this situation there are a few troubleshooting steps that I would recommend. Please work through the steps in the attached article to help resolve this situation.
Can't connect to the iTunes Store - Apple Support
Best regards,
Joe
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