Resolve issues between iTunes and third-party security software

If you can’t open iTunes, download content, sync your device, or use Home Sharing, your security software might be the cause.

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

Before changing your security software’s setup:

  • Make sure that the date, time, and time zone are set correctly on your computer.
  • Log in to an administrative user account, not a guest account.
  • Make sure that you have the latest version of iTunes.
  • Update OS X 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.

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.

 

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