itunes 7.5 does not function properly on my computer

Question

i am attaching my correspondence with apple. they have not helped me because i think the problem is my computer. my daughthers ipod worked on her sisters laptop with vista and her cousins desktop with xp. yet i cannot get it to work on mine. please help Dear Connie, I understand that you continue to experience difficulty getting iTunes to function on your computer. I'm sorry for any frustration that this has caused and am happy to provide you with information to help resolve this matter for you. Your request for assistance has reached iTunes Store Customer Support, which answers nontechnical questions about billing, customer accounts, downloading purchases, iTunes Store content, and basic troubleshooting. I realize that after repeated attempts to troubleshoot this issue persists for you Connie. I want to see this issue get resolved for you. I encourage you to contact the suggestions below as they are the be st equipped to assist you in this matter. You may get advice, insight, and hands-on technical support at a local Apple Store (there may be a fee for the visit). Find the Apple Store nearest you and click the link to make a reservation at the Genius Bar: http://www.apple.com/retail/storelist If there is no Apple Store in your area, you may wish to call Apple technical support (there may be a fee associated with the call). To find the appropriate phone number, please visit: http://www.apple.com/support/contact/phone_contacts.html I hope that this is helpful to you. Thank you for your interest in iTunes. Sincerely, Patrick iTunes Store Customer Support http://www.apple.com/support/itunes/ww kim, i followed all your instructions and i still do not have the full function of itunes. this time i downloaded the 7.5 version on a windows xp computer just in case it automatically detected the type of OS system it was copying to. it took me 5 hrs. to do the quicktime download with numerouse disconects. as far as picking the correct version, that was never an option that i saw. when i did the 7.5 itunes download on my sisters xp computer everything went smooth. i even hooked up my daughters ipod to it and it worked. so i came home and ran the setup off the disked i coped and could tell that it didn't work. i have included a snapshot of our opening screen when we hook up the ipod. there is nothing i can do on that screen. any suggestions, please. ----- Original Message ----- From: < msmac@apple.com> To: < cdjsteep@netzero.com> Sent: Friday, December 21, 2007 8:54 PM Subject: Re: Downloading; Follow-up: 38155034 > Dear Connie, > > My name is Kim and I will be assisting you today. I understand that you > are trying to download iTunes so your daughter can enjoy her new iPod > Touch. As you have a slow internet connection, you have downloaded iTunes > to another computer and then transferred it to your computer without > success. I know it can be discouraging when technical issues get in the > way of enjoying your entertainment. > > Thank you for the detailed information you have provided. Based on that > information here are the steps you need to follow. > > It will be necessary to uninstall quicktime and then try again with the > stand alone version. This version is available at > ' http://www.apple.com/quicktime/download/standalone.html.' > > How to uninstall QuickTime on a Windows PC > http://www.info.apple.com/kbnum/n60342 > > If you have difficulty removing QuickTime, you may find this helpful: > > Microsoft's Windows Installer CleanUp Utility: > http://support.microsoft.com/default.aspx?kbid=290301 > > Download the Stand Alone version of Quicktime > http://www.apple.com/quicktime/download/standalone.html > > When you download the stand alone version of Quicktime to your own > computer, please make sure you are selecting the correct version of iTunes > for the computer you will be using your iPod Touch with. For example, if > you are using Windows XP on the machines that will be connecting to the > iPod, make sure that is the version you are downloading. > > If you are still unsuccessful, you will need to call Apple technical > support (there may be a fee associated with the call if your iPod is not > still under warranty). To find the appropriate phone number, please visit: > > http://www.apple.com/support/contact/phone_contacts.html > > Connie, thank you for your patience and for being an iTunes Store > customer. We truly appreciate your business. It was my pleasure serving > you today. > > Sincerely, > > Kim > iTunes Store Customer Support > http://www.apple.com/support/itunes/ww > > Christine, > i still need help. > i downloaded the latest version from a laptop and loaded it to my > computer. > the new ipod says follow the opening screen. well there is no opening > screen > on my computer. but when i go back to the laptop with the ipod i see the > opening screen with tabs to work with the ipod. so i trouble shot the > download doing everyting that the web site said to do and nothing has > changed. the only thing i see that might be a problem is a couple of > errors > in the event log. but i haven't found out how to fix them. > i have uninstalled and installed numerous times. shut off my virus > protection and spyware while doing it. please help me get the full use > of > itunes for my daughters new ipod. > below is a copy of the event viewers errors: > > Event Type: Error > Event Source: Application Error > Event Category: None > Event ID: 1000 > Date: 12/16/2007 > Time: 12:49:14 PM > User: N/A > Computer: CONNIE > Description: > Faulting application itunes.exe, version 7.5.0.20, faulting module > quicktime.qts, version 7.3.0.80, fault address 0x0006f1c3. > > Event Type: Error > Event Source: Service Control Manager > Event Category: None > Event ID: 7000 > Date: 12/20/2007 > Time: 8:45:31 AM > User: N/A > Computer: CONNIE > Description: > The ppsio2 service failed to start due to the following error: > The system cannot find the file specified. > > please email me back > > > For more information, see Help and Support Center at > http://go.microsoft.com/fwlink/events.asp. > > > For more information, see Help and Support Center at > http://go.microsoft.com/fwlink/events.asp. > Data: > 0000: 41 70 70 6c 69 63 61 74 Applicat > 0008: 69 6f 6e 20 46 61 69 6c ion Fail > 0010: 75 72 65 20 20 69 74 75 ure itu > 0018: 6e 65 73 2e 65 78 65 20 nes.exe > 0020: 37 2e 35 2e 30 2e 32 30 7.5.0.20 > 0028: 20 69 6e 20 71 75 69 63 in quic > 0030: 6b 74 69 6d 65 2e 71 74 ktime.qt > 0038: 73 20 37 2e 33 2e 30 2e s 7.3.0. > 0040: 38 30 20 61 74 20 6f 66 80 at of > 0048: 66 73 65 74 20 30 30 30 fset 000 > 0050: 36 66 31 63 33 0d 0a 6f1c3.. > > ----- Original Message ----- > From: < msmac@apple.com> > To: < cdjsteep@netzero.com> > Sent: Thursday, December 13, 2007 12:02 PM > Subject: Re: Downloading; Follow-up: 38155034 > > >> Dear Connie, >> >> I understand you have purchased an new iPod Touch and are trying to >> download the latest version of iTunes 7.5. Thank you for your interest >> in >> obtaining iTunes to use with your new iPod. I'm happy to offer some >> information to help you enjoy your new products right away. >> >> The latest version of iTunes is always available free of charge: >> >> http://www.apple.com/itunes/download >> >> Since you have a dial-up Internet connection at home, you can use a >> different computer with an faster Internet connection to download the >> iTunes installer file to a CD or other storage device. Then you can >> install iTunes from there onto your home computer. If your home computer >> is portable, you may also consider using a free public Internet access >> point at a local restaurant, library, or community center. >> >> There are several ways you could transfer the iTunes installer file from >> one computer to another, as explained in the following articles. These >> articles can also help you move any items you purchase from the iTunes >> Store and other iTunes media files from one authorized computer to >> another: >> >> How to use your iPod to move your music to a new computer >> http://www.info.apple.com/kbnum/n300173 >> >> Copying music between authorized computers with iTunes for Windows >> http://www.info.apple.com/kbnum/n93366 >> >> Mac: iTunes: How to copy music between authorized computers >> http://www.info.apple.com/kbnum/n93063 >> >> If you do need to use your iPod with different computers, here is a >> helpful article with information about this process: >> >> Using iPod with multiple computers >> http://www.info.apple.com/kbnum/n61675 >> >> If you need to get the latest iPod firmware or restore the iPod in the >> future, you'll need to connect the iPod to a computer that has an >> Internet >> connection. >> >> I trust this information is helpful and that you enjoy the new iPod. Have >> a great day Connie! >> >> Sincerely, >> >> Christine >> iTunes Store Customer Support >> http://apple.com/support/itunes/ww >> >> Customer First Name : Connie >> Customer Last Name : Steep >> email : cdjsteep@netzero.com >> Web Order # : >> Support Subject : Downloading >> Sub Issue : My download was interrupted >> iTunes Account Name: cdjsteep@netzero.com >> Platform : Windows XPSP2+ >> Item Name : itunes version 7.5 >> Error : >> Other Error : >> Comments: hi, i purchased the new ipod touch. i need to download the >> newest itunes version 7.5. >> i have dial up and it will take me 15 hours to download, if i can stay >> connected that long. >> do you have a cd you could send me please? >> >> TrackID: 4765944

RoHe · Answer

Is it the software that isn't working or the iPod just isn't recognized when you connect it? Read this: http://support.microsoft.com/kb/925196 Ron

Cseal · Answer

i really don't think it is the software because i have loaded it on two different computers and they have worked fine.  also the ipod works fine on those two computers and others.  i think there must be something on my computer that is not letting the itunes download load completely.   thanks for replying

RoHe · Answer

You've totally confused me now! :(

You say you don't think it's iTunes software but then you say it isn't downloading completely. What makes you say the software isn't downloading completely? Is that just because you plug in the iPod but it won't work? Did you get some error message when downloading or installing iTunes? You need to be very clear as to what the problem is or nobody will be able to help you.

My suggestion is you do a System Restore to a date before your very first attempt to install iTunes on this PC. That should clean up your mess. Personal files will be ok but you will have to reinstall any XP updates that were originally installed after the date used for the restore:

Click Start>Help & Support
Click "Undo changes..."
Follow prompts and pick latest date before you started installing iTumes. When that's done, go to Microsoft Update site and and let it scan your system for required updates. Reboot after any updates are installed. Now install iTunes again. You can download it onto another PC, if necessary, burn the installation program on a CD and use that to install it on this PC.

I really suspect the software was being installed correctly, but you really have the USB problem described here:

http://support.microsoft.com/kb/925196

Ron

Cseal · Answer

thanks for trying to help and i am sorry if i am confusing you. let me try to be short and start again. we had a older itunes that we were using just fine. my daughter recieved a new ipod that said we needed the new 7.5 version of itunes. because i am dial up i downloaded and burned the new version on  a laptop thats os system is vista (mine is xp). then i installed the new version to my desktop. what we would have after the download is itunes missing some features.  the most important being the opening screen with tabs that allows you to change settings and other features.  also we cannot burn any cd's and i don't know what else is missing. she can download songs though.  thinking it was my computer that was blocking or not allowing a completed download i tried a bunch of things. shut off virus protection and firewall. download the  program qtime (which is included with the itunes download) alone like apple said to do. about 5 uninstalls and installs. the reason i think it is my computer is her ipod will work just fine on any other computer.  i do not get any warnings or errors during or after the downloading of the new version. i hope you can help me with this. i do not like to have things that don't work correctly i clean my computer, check disc errors and fragment all the time. my computer runs very good and if i have a problem i work on it until it is right, so this is KILLING ME.

RoHe · Answer

I see there are conflicts between iTunes v7.5 and QuickTime v7.3 on WinXP systems, and the solution is to uninstall QT v7.3 and install v7.2. Dunno if this will solve your particular problems. Ron

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