iTunes for Windows slow connection and file process problems

shadowblade · 24 Oct 2016 at 01:01

Hey all
i'm not sure if this is the right place for this or not since this is a issue with the windows version of iTunes. I seem to be having a rather slow connection whenever I either download a new app, update exisitng apps or even trying to access my account through itunes.

App updates also seems to get stuck att he process file stage of a download. I should say that most of the time the store connection can be made and that sometimes a pop up suggesting a network timeout appears. I ahve attached some screenshots to show some of the issues i have been having.

and when i run a iTunes diagnostic these are the results:

Microsoft Windows 10.0 x64 Home Premium Edition (Build 14393)
MSI MS-7995
iTunes 12.5.1.21
FairPlay 2.11.7
Apple Application Support 5.0.1
iPod Updater Library 12.0
Apple Mobile Device 10.0.0.18
Apple Mobile Device Driver 1.67.0.0
Bonjour 3.1.0.1 (333.18)
Gracenote SDK 3.06.1.3084
Gracenote MusicID 3.06.1.3084
Gracenote Submit 3.06.1.3084
Gracenote DSP 3.06.1.3084
iCloud for Windows 6.0.1.41

iTunes Serial Number 000001F346F3872C

Current user is not an administrator.
The current local date and time is 2016-10-24 01:33:03.
iTunes is not running in safe mode.
WebKit accelerated compositing is enabled.
HDCP is supported.
Core Media is supported.

**** Runtime Libraries ****

c:\windows\system32\ucrtbase.dll: 10.0.14393.0
c:\windows\system32\msvcr120.dll: 12.0.21005.1
c:\windows\system32\msvcp120.dll: 12.0.21005.1
c:\windows\system32\msvcp100.dll: 10.0.40219.325
c:\windows\system32\msvcr100.dll: 10.0.40219.325
c:\windows\system32\msvcp110_win.dll: 10.0.14393.0

**** External Plug-ins Information ****

Plug-in Name: Last.fm AudioScrobbler
Plug-in Loaded: Yes
Plug-in Version: 4.0.5
Plug-in File Version: 6.0.5.4
Plug-in Path: C:\Program Files\iTunes\Plug-ins\itw_scrobbler.dll

Genius ID: 25158d28ac423fa3d680a87ef9c37b58

iPodService 12.5.1.21 (x64) is currently running.
iTunesHelper 12.5.1.21 is currently running.
Apple Mobile Device Service service 3.3.0.0 is currently running.

**** Network Connectivity Tests ****

Network Adapter Information

Adapter Name: {21B39748-B462-4D68-9F25-92E11E60897D}
Description: Realtek PCIe GBE Family Controller
IP Address: 192.168.1.6
Subnet Mask: 255.255.255.0
Default Gateway: 192.168.1.1
DHCP Enabled: Yes
DHCP Server: 192.168.1.1
Lease Obtained: Sun Oct 23 15:57:17 2016

Lease Expires: Thu Jan 01 00:00:00 1970

DNS Servers: 192.168.1.1

Adapter Name: {49078D9A-47E6-4F46-8698-CD7541BD7C04}
Description: Intel(R) Dual Band Wireless-AC 8260
IP Address: 0.0.0.0
Subnet Mask: 0.0.0.0
Default Gateway: 0.0.0.0
DHCP Enabled: Yes
DHCP Server:
Lease Obtained: Thu Jan 01 00:00:00 1970

Lease Expires: Thu Jan 01 00:00:00 1970

DNS Servers:

Adapter Name: {5B722CB4-7B0C-49BC-8955-F3D572CD14CD}
Description: Microsoft Wi-Fi Direct Virtual Adapter
IP Address: 0.0.0.0
Subnet Mask: 0.0.0.0
Default Gateway: 0.0.0.0
DHCP Enabled: Yes
DHCP Server:
Lease Obtained: Thu Jan 01 00:00:00 1970

Lease Expires: Thu Jan 01 00:00:00 1970

DNS Servers:

Active Connection: LAN Connection
Connected: Yes
Online: Yes
Using Modem: No
Using LAN: Yes
Using Proxy: No

Firewall Information

Windows Firewall is on.
iTunes is enabled in Windows Firewall.

Connection attempt to Apple web site was successful.
Basic connection to the store failed.
The network connection timed out.
Connection attempt to Gracenote server was successful.
Last successful iTunes Store access was 2016-10-24 01:32:19

Feek · 24 Oct 2016 at 10:53

First thing I would suggest on Windows is a complete uninstall and reinstall of iTunes. Make sure you keep a copy of your iTunes library though and put that back afterwards otherwise you'll be a bit knackered when it comes to synchronising any devices which are currently linked to your library.

shadowblade · 24 Oct 2016 at 11:02

Feek said:
First thing I would suggest on Windows is a complete uninstall and reinstall of iTunes. Make sure you keep a copy of your iTunes library though and put that back afterwards otherwise you'll be a bit knackered when it comes to synchronising any devices which are currently linked to your library.

I done this at least 3 times including once with my library restored from a backup and the problem persists.

ChrisD. · 24 Oct 2016 at 12:55

shadowblade said:
Connection attempt to Apple web site was successful.
Basic connection to the store failed.
The network connection timed out.
Connection attempt to Gracenote server was successful.
Last successful iTunes Store access was 2016-10-24 01:32:19

That would be where I would be looking. Can you log into the store using a web browser?

Do you have any AV programs installed, like AVG etc?

shadowblade · 24 Oct 2016 at 13:17

Do you have any AV programs installed, like AVG etc?

I have already tried downloading with my antivirals (defender and malwarebytes in case your wondering) switched off and the problems still persist.

ChrisD. · 24 Oct 2016 at 13:19

Found this online, does the option exist?

Control Panel > Programs & Features > highlight QUICKTIME and click CHANGE then REPAIR

shadowblade · 24 Oct 2016 at 16:29

@dooksy i don't have Quicktime as Apple no longer develop and support it for Windows which i didn't know until today since Quicktime was always bundled with iTunes and i didn't noticed it was not there since this is a fairly new PC i'm on. I have run the repair function on iTunes itself to no avail.

If it a issue with the connection itself i should say i have a Netgear N600 router and a Virgin Media gen-1 super hub.

Philtor · 25 Oct 2016 at 00:03

I ditched iTunes years ago and now use CopyTrans. Best thing I ever done as I had nothing but trouble with iTrash.

ChrisD. · 25 Oct 2016 at 08:08

shadowblade said:
If it a issue with the connection itself i should say i have a Netgear N600 router and a Virgin Media gen-1 super hub.

Are you sure you're not double NAT'ing?

shadowblade · 25 Oct 2016 at 12:25

Dooksy said:
Are you sure you're not double NAT'ing?

i have had it plugged directly into the modem and put the modem in modem/bridge mode and I still had the same issue.

ChrisD. · 25 Oct 2016 at 12:25

Can you tether off your phone to eliminate an ISP issue?

shadowblade · 25 Oct 2016 at 16:45

Can you tether off your phone to eliminate an ISP issue?

i have just tried this and appears to to work (the app updates don't get stuck at the process file stage for example) though i don't want to keep doing this and eating into my mobile data.

ChrisD. · 26 Oct 2016 at 08:34

shadowblade said:
i have just tried this and appears to to work (the app updates don't get stuck at the process file stage for example) though i don't want to keep doing this and eating into my mobile data.

That's good because you know it's a home router or ISP issue.

You said above about being plugged into the modem, do you mean Cat 5e/6 cable directly from your computer to the VM Superhub, with no other devices? And it doesn't work when you do this? When you did this, was the Superhub in modem only or router mode?

shadowblade · 27 Oct 2016 at 17:02

You said above about being plugged into the modem, do you mean Cat 5e/6 cable directly from your computer to the VM Superhub, with no other devices? And it doesn't work when you do this? When you did this, was the Superhub in modem only or router mode?

The hub was in router mode since it's switches off all the other ethernet connections on the hub itself. I have contacted virgin and they have said it may be a signal fault so i'll see if that is the culprit.