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Security software created by companies other than Apple can prevent iTunes from connecting to Apple servers or to devices. Sometimes, you might see a numeric error message when you sync, update, back up, or restore your device.
The following might happen if your security software is causing an issue with iTunes:
- Your iPhone, iPad, or iPod touch aren't recognized in iTunes, or they won't back up, restore, update, sync, or activate.
- You see iTunes Errors 4, 6, 1630–1641, 3000–3999, or 9000–9999.*
- You can’t connect to iTunes Store to buy or download content.
- iTunes won’t open.
* If you see error 9006, your computer might not be able to connect to Apple servers or your iPhone, iPad, or iPod touch. Check for communication issues between iTunes and Apple software update servers. If you still see the error message, then continue reading to learn how to check your connectivity and security software.
Get started
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Before changing your security software's setup:
- Make sure that the date, time, and time zone are set correctly on your computer.
- Log in using an administrator account, not a guest account.
- Make sure that you have the latest version of iTunes.
- Update macOS or Windows.
- Update your security software.
If your device isn't recognized, find more information on what to try if your iPhone, iPad, or iPod isn't recognized in iTunes for Mac or Windows.
If you're still having trouble, continue to the next section.
Test your connectivity
Check your hosts file to make sure that it's not blocking iTunes from communicating with Apple's servers.
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If you’re having issues using AirPlay, Home Sharing, iTunes, or Remote, test the connectivity between the computers or devices in your house. They should be connected to the same network and subnet in order to function properly.
If you're still having trouble, continue to the next section.
Test your security software
If you still have trouble after you test your connectivity, your security software could be interfering with your computer's connection with iTunes.
In some cases, it might be necessary to temporarily remove your security software to isolate an issue. Some Internet security apps don’t uninstall completely, so you might need to download and run a cleanup utility for your security software for it to be completely removed.
Work with your security software provider to allow the complete list of ports and services that Apple products use or if you need help with uninstalling their software.
Make sure that there isn’t more than one type of security software installed at a time. If you have more than one type of security software installed, you might experience other performance issues.
If you're still having trouble, continue to the next section.
Check your Windows firewall
Unless you add iTunes as an exception, your Windows firewall might prevent iTunes from connecting to the Internet. To make sure that the firewall on your Windows PC isn't blocking iTunes, follow these steps:
- Press the Windows key on your keyboard. If your keyboard doesn't have a Windows key, press the Control (Ctrl) and Escape (Esc) keys.
- Click the magnifying icon or search field. In the search field, enter
firewall.cpl
. - Click
firewall.cpl
in the search results. The Windows Firewall window opens. - Click 'Allow an app or feature through Windows Firewall' (Windows 10 and 8) or 'Allow a program or feature through Windows Firewall' (Windows 7), then click 'Change settings.'
- Make sure that iTunes is selected for both private and public networks and that Bonjour is selected for private networks only.
- If iTunes or Bonjour isn't listed, click 'Allow another app' (Windows 10 and 8) or 'Allow another program' (Windows 7).
- If iTunes isn't listed, click Browse and then go to the iTunes program, which is in
C:Program FilesiTunes
. - If Bonjour isn't listed, click Browse and then go to mDNSResponder, which is in
C:Program FilesBonjour
.
- If iTunes isn't listed, click Browse and then go to the iTunes program, which is in
- After selecting one of the programs, click Open.
- Click Add in the Add an app window (Windows 10 and 8) or Add in the Add a Program window (Windows 7).
- In the Allowed apps (Windows 10 and 8) or Allowed Programs (Windows 7) window, click OK.
- Close the Windows Firewall window.
An update rolled out yesterday to Avast's antivirus product contained a bug that flags legitimate Web sites as malware infected.
In a blog post late yesterday, Avast acknowledged the false positive glitch in an update known as 110411-1, which was automatically rolled out to Avast AV users earlier that day. The error has specifically affected versions 4.x, 5.x, and 6.x of Avast's antivirus software.
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In an e-mail to CNET, an Avast spokesman said today that the update was downloaded by around 5 million users, mostly on the Western Hemisphere due to the time in which it was launched.
In-house sensors discovered the problem just a few minutes after the buggy update was released, and Avast workers managed to create and release a fix within 45 minutes, according to the company.
Known as 110411-2, the fix must be manually installed. Avast is advising all users to update their antivirus definitions by right-clicking the Avast taskbar icon (the orange (a) ball), then selecting Update, and then selecting Engine and Virus Definitions.
The Avast spokesman said the problem was caused by a bug in the company's URL normalizer library, which is used to modify a Web site's address into a standard format.
Avast apologized for the 'inconvenience,' saying that since only remote sites and not local files were affected, the fix should completely resolve the problem. Despite Avast's solution, some of the more than 200 users commenting to the blog post are complaining that certain local files were in fact quarantined, forcing them to now restore those files.
The Avast spokesman said that for most users, the faulty update solely blocked access to certain sites. But if someone ran the software's on-demand scan of the hard drive, then any HTML files stored locally could have been quarantined. That scan was performed by some people when Avast first revealed the problem. But the spokesman expressed hope that these people have since been able to restore the files from the quarantine after the problem was resolved.
Some commenters criticized Avast for not communicating about the problem more effectively. An Avast employee responding to those complaints acknowledged that the company is trying to determine how it can better communicate in the future. Although it did spread work about the error through its Twitter stream and its Facebook page, Avast said its main focus was on fixing the problem as quickly as possible.
Other commenters on the blog post and on Facebook took the opportunity to praise Avast for its quick response and communication.
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Updated at 10:00 a.m. PTwith more details from Avast.