Resolve issues between iCloud for Windows or iTunes and third-party security software
If you can’t open iCloud for Windows or iTunes, download content, sync your device or use Home Sharing, your security software might be the cause.
How to tell if your security software might be causing an issue
Security software created by companies other than Apple can prevent iCloud for Windows or iTunes from connecting to Apple servers or to devices. Sometimes, you may see a numeric error message when you sync, update, back up or restore your device.
If your security software is causing an issue with iCloud for Windows
You can't sign in with your Apple ID.
You see "Verification Failed: An unknown error occurred" or "An error occurred during authentication. Please try again”.
You see "Your setup couldn't start because your username or password is incorrect" or "Your setup couldn't be started because the iCloud server stopped responding".
iCloud services won't update.
If your security software is causing an issue with iTunes
Your iPhone, iPad or iPod touch aren't recognised in iTunes, or they won't back up, restore, update, sync or activate.
You see iTunes Errors 4, 6, 1630-1641, 3000-3999 or 9500-9999*.
You can’t connect to iTunes Store to buy or download content.
iTunes won’t open.
*If you see error 9006, your computer may 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, continue reading to find out how to check your connectivity and security software.
Things to check first
Before you change your security software's setup:
Make sure the date, time and time zone on your computer have been set correctly. Find out how to update these settings on a Mac or on a PC.
Log in to an administrative user account, not a guest account. Find out how to do this on a PC.
Update to the latest version of iCloud for Windows or update to the latest version of iTunes.
Make sure that you have the latest software on your Mac or on your PC.
Make sure that you set up Windows Hello. Find out how to set it up.
Make sure that you only have one type of security software installed. If you have more than one type of security software installed, you might experience performance issues.
Test your connectivity
Check your hosts file to make sure it's not blocking iTunes from communicating with Apple's servers.
If you’re having issues when 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 correctly.
Test your security software
If you’re still having trouble after testing your connectivity, your security software could be interfering with your computer's connection with iCloud for Windows or iTunes.
In some cases, it may be necessary to temporarily remove your security software to isolate an issue. Some internet security apps aren't uninstalled completely, so you may need to download and run a clean-up utility for your security software to remove it completely.
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.
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