ITunes U launcher directs some computers to Store homepage instead

I'm the iTunes U administrator for my college. Only two of my users have reported this problem, and I cannot reproduce the error anywhere other than on their computers.
Behaviour:
Launcher button (custom code) is clicked. iTunes starts, Store is opened.... but the college's iTunes U page is not retrieved. Instead, only the iTunes Store home page is displayed.
Troubleshooting already done:
0. Behaviour reported for the first time today; initial user had not logged in for a week, so it could have been any time since then. No major changes done to initial user's computer in that time.
1. Turned on debugging, verified that credentials and timestamp being sent are valid. Following message displayed: "Because the received signature and time were valid, the received identity and credentials were accepted by iTunes U. With these credentials, you have browsing, downloading, uploading, and editing access to the requested destination."
2. Used same link as multiple users (with different credential levels), on same computer; behaviour identical.
3. Used same link as multiple users (the same ones) on a different (unaffected) computer, everything works fine.
The profiles of the computers used:
Windows XP, iTunes 10.3.1 --> multiple users, no success
Windows 7, iTunes 10.3.1 --> multiple users, success
Windows XP, iTunes 9 --> multiple users, no success
iMac, iTunes 10.1 --> multiple users, success
iMac, iTunes 10.3.1 (same machine, post upgrade) --> multiple users, success
I haven't found any reports of similar behaviour online or in this forum (after a 15 minute search) so decided to post.
Has anyone encountered this problem? If so, how did you fix it?
It is crucial that I restore access to my staff user so that he can continue his work. Further crucial if any student users encounter similar behaviour, as this will interrupt their time-sensitive coursework, and I need to be able to help them resolve the issue.
iTunes U staffers? other admins? Please help!
Cordially,
JRob

What is the name of your private site?
-Thanks

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Subj: Re: Connect; Follow-up:
Date: 1/19/2006 6:04:50 PM Pacific Standard Time
From: [email protected]
To:
Sent from the Internet (Details)
Dear Emily,
Thank you for contacting the iTunes Music Store. We're sorry to hear you are still unable to connect to the store. At the end of this email we have included further possible solutions to the issue you are encountering.
We're also sorry your iTunes Music Gift email didn't reach the recipient. The gift code you purchased is ... The recipient's ISP may have inadvertently blocked or filtered our email, thinking it was spam.
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1. Download and install the latest version of iTunes. You can download the latest version, free-of-charge, from our website.
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2. Click the link below to launch the iTunes application and view the gift page.
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Again, we're sorry you are still unable to connect to the store.
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Thank you for your response. I am curious to know why if iTunes does not
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Subj: Re: Connect; Follow-up:
Date: 1/18/2006 2:21:12 PM Pacific Standard Time
From: [email protected]
To:
Sent from the Internet (Details)
Dear Emily,
Thank you for contacting the iTunes Music Store.
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support area, which were the same instructions email to me.
Subj: Re: Connect; Follow-up:
Date: 1/16/2006 5:14:47 PM Pacific Standard Time
From: [email protected]
Sent from the Internet (Details)
Dear Emily,
Thank you for contacting the iTunes Music Store. Use the steps in the
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• You upgraded to a high-speed or wireless Internet connection.
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allow iTunes to access the Music Store. Contact your ISP or the device
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Sincerely,
The iTunes Music Store team
http://www.apple.com/support/itunes/ww/
In a message dated 1/14/2006 8:20:29 AM Pacific Standard Time,
[email protected] writes:
http://www.info.apple.com/kbnum/n300870
Thank you for your quick response. I already tried the link and all
instructions several times.
-The following is my information:
Sacramento, CA
-AOL 8.0 (dial up connection) - (tried downloading 9.0 but always receive
error message)
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Network connection was refused. Make sure your network settings are correct
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Emily
Subj: Re: Connect; Follow-up:
Date: 1/14/2006 8:20:29 AM Pacific Standard Time
From: [email protected]
Sent from the Internet (Details)
Dear Emily,
We're sorry to hear that you can't connect to the iTunes Music Store. Your
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This article outlines the culprits that can cause a connection issue. Please
try these solutions:
http://www.info.apple.com/kbnum/n300870
We hope one of these solutions helped you resolve the connection issue. In
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with the following information:
1. Your city and state.
2. Whether you use a high-speed Internet connection, like a cable modem or
DSL.
3. The name of your Internet Service Provider.
4. The error message iTunes displayed (if any) when you tried to connect.
5. Your approval to reset your password.
Sincerely,
The iTunes Music Store Team
http://www.apple.com/support/itunes/ww/
Customer First Name : Emily
Customer Last Name :
email :
Web Order # :
Support Subject : Connect
Sub Issue : Can't connect
Comments : iTunes Account Name:
Platform : Windows XPSP1
Error Code :
Other Error :
Comments:
The error message I am receiving is "iTunes cound not connect to the Music
Store. Network connection was refused. Make sure your network settings are
correct and network connection is active, then try again". I have been unable to
connect to the music store for at least 3-4 days. I have been using iTunes
since last October, successfully. I checked all my network connections & they
are fine. I am able to connect to AOL. I even uninstalled and reinstalled
iTunes several times, all successfully, but I am still encountering a problem.
Thank you.
Emily
Nice, effective customer service. I'm at my wit's end. I field customer service calls, and answer emails at work, and the general responses from the iTunes response library are ridiculous. Especially, after emailing me twice technical support emails, they tell me they do not handle technical support questions...
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