Secure connection

[Blackhawk47]

So to sum up the below info, I can get into the iTunes store but can't view my account or make purchases/downloads. The strange thing is, that it happens on my PC/Macbook/iPhone (though I can use the iPhone on 3G/Edge to download things).

Email I sent to Apple:

I can't connect to my iTunes Store account or download music/apps/app updates. This must have happened recently because it has always worked fine. It happens on my PC, Macbook and to a lesser extent, my iPhone (though if I turn off Wifi and connect via 3G/Edge it works fine).

What happens is, I can open iTunes, go the to Music store and browse the store fine but when I click to see my account (where my iTunes account name is shown in the top corner), put in my details, and then the bar at the top is just like this http://img18.imageshack.us/img18/5246/itunesbar.png however the page never loads and no error messages appear.

I have tried the suggestions in the Apple support section but nothing has worked so far, when I run the iTunes Diagnostics on my PC this is what I get for Network Tests:

Microsoft Windows XP Home Edition Service Pack 3 (Build 2600)
MSI MS-7255
iTunes 9.0.2.25
QuickTime 7.6.5
FairPlay 1.5.23
Apple Application Support 1.1.0
iPod Updater Library 9.0d11
CD Driver 2.2.0.1
CD Driver DLL 2.1.1.1
Apple Mobile Device 2.6.0.32
Apple Mobile Device Driver 1.43.0.0
Bonjour 1.0.6.2 (118.5)

iTunes Serial Number AE365AE25EE8EE6D

Current user is an administrator.
The current local date and time is 2010-01-16 23:33:34.
iTunes is not running in safe mode.

Video Display Information

NVIDIA GeForce GTS 250


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

No external plug-ins installed.

iPodService 9.0.2.25 is currently running.
iTunesHelper 9.0.2.25 is currently running.
Apple Mobile Device service 2.50.39.0 is currently running.

**** Network Connectivity Tests ****

Network Adapter Information

Adapter Name: {B8483A21-2785-4A91-960E-3366230D4516}
Description: VIA Compatable Fast Ethernet Adapter - Packet Scheduler Miniport
IP Address: 192.168.0.10
Subnet Mask: 255.255.255.0
Default Gateway: 192.168.0.1
DHCP Enabled: No
DHCP Server: 255.255.255.255
Lease Obtained: Thu Jan 01 00:00:00 1970

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

DNS Servers: 192.168.0.1
192.168.0.1

Active Connection: LAN Connection
Connected: Yes
Online: Yes
Using Modem: No
Using LAN: Yes
Using Proxy: No
SSL 3.0 Support: Enabled
TLS 1.0 Support: Enabled

Firewall Information

Windows Firewall is off.
ZoneAlarm Firewall is installed.

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 2010-01-16 23:20:15.


Hope you can help.

Thanks

I got this reply:

My name is Joe. I understand that you have been having trouble connecting to your iTunes Store account "my email address" with a few of your computers and your iPhone. I know you must be eager to resolve this and I would be happy to assist you.

I have confirmed that the iTunes Store is functioning and accepting connections. Therefore, the issue is likely related to your Internet connection, local network, or computer. I'm happy to provide some information that should help you connect to the iTunes Store again.

It looks like recently you have been getting error 3259 which is a network timeout error. Sometimes this error can be caused by software on your computer that slows down the network connection.

Certain types of software can affect the way a computer sends and receives information from the Internet. Here are a few examples of these types of software:

- Firewalls
- Web accelerators
- Ad filters
- Virus protection software

If you have any of this kind of software installed on your computer, you will need to configure each of the applications to allow your internet connection to access iTunes freely. For instructions, please refer to the documentation that came with that software, or contact the software's manufacturer. You'll need to configure the software to allow these domains to send and receive data from the Internet freely:

itunes.apple.com
ax.itunes.apple.com

For assistance in configuring your firewall or accelerator software, you may need to contact the manufacturer or your Internet service provider (ISP). When contacting their support representatives, it may be useful to have the following information:

"Well Known" TCP and UDP Ports Used By Apple Software Products
http://support.apple.com/kb/TS1629

The following article helps Windows users pinpoint software conflicts that could cause the error:

Using MSCONFIG to troubleshoot conflicts in Windows XP
http://support.apple.com/kb/HT1275

Using MSCONFIG to troubleshoot conflicts in Windows Vista
http://support.apple.com/kb/HT2292

Please note that the iTunes Store cannot investigate every user's connection issue. Apple Discussions are another source of information about iTunes, where everyone from new users to professionals can interact and share their knowledge and experiences. You may find another user with the same operating system or ISP that may be able to help resolve this issue. You can find the iTunes discussions group at:

http://discussions.info.apple.com/itunes

I hope this information is helpful. Please feel free to email us if you have any questions or concerns about this issue or anything else Glenn. Thank you for your support of the iTunes Store. Have a great day.

Sincerely,

Joseph
iTunes Store Customer Support

Please Note: I work Sat Jan 16 10:30 - 9:00 PM ET, Sun Jan 17 10:30 - 9:00 PM ET, Wed Jan 20 - Fri Jan 22 10:30 - 9:00 PM ET.

Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.

Having tried everything to do with disabling firewalls etc i decided to ping these domains:

itunes.apple.com
ax.itunes.apple.com

The second one pinged fine but the first one I got a network timed out response.

Like I said in my email to Apple, it is only recently that I have experienced this issue and it used to work fine granted I haven't been on the store for a good few weeks. My router is a Netgear DG834GT though i haven't changed any settings on that.

I hope someone here can help.

Thanks

Blackhawk

 

[Feek]

It may or may not be helpful but I can't ping itunes.apple.com either and it's all working properly for me. I suspect that address just doesn't respond to pings.

 

[Blackhawk47]

Just for reference I finally sorted it out, with a helpful email from AOL Support.

So its probably just worth noting it down here:

Netgear routers:

1. first thing you need to do is open up Internet Explorer, an type in 192.168.0.1 in the address bar, and click enter.
2. the username is 'admin' and the password is 'password'
3. Click on 'Basic settings'
4. Edit the username/login to your full home telephone number with @ISP.com after it.
5. The password needs to be ********
6. scroll down to the bottom and click on 'apply'
7. click on 'wan setup' on the left hand side of the screen, scroll down and change the 'mtu size' to 1400 and click apply.
8. The router is fully configured now.