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iTunes Start Error

Anonymous
2020-10-25T20:11:06+00:00

I installed iTunes on my laptop and desktop from the Microsoft Store. When I open iTunes on my laptop, I get the following error from Event Viewer:

Faulting application name: iTunes.exe, version: 12.10.9.3, time stamp: 0x5f5980d2

Faulting module name: ntdll.dll, version: 10.0.18362.1139, time stamp: 0x468a1bf2

Exception code: 0xc0000005

Fault offset: 0x000000000001b38d

Faulting process id: 0x32b4

Faulting application start time: 0x01d6ab08df952c49

Faulting application path: C:\Program Files\WindowsApps\AppleInc.iTunes_12109.3.52015.0_x64__nzyj5cx40ttqa\iTunes.exe

Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll

Report Id: 2e73c709-404d-4bca-aa03-c0992ea04d26

Faulting package full name: AppleInc.iTunes_12109.3.52015.0_x64__nzyj5cx40ttqa

Faulting package-relative application ID: iTunes

It runs on my desktop just fine, so I'm thinking there's something on my laptop that's not on my desktop, OR ntdll.dll on my laptop is messed up. What other information do you need to fix this issue?

Jeremy

Windows for home | Windows 10 | Microsoft Store

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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Anonymous
2020-10-30T17:32:04+00:00

Not seeing anything in those app logs that refer to itunes. The only other suggestion I have is to run the windows file checking utilities, which I dont really hold out any hope for or to install the non UWP app version of iTunes from https://support.apple.com/downloads/itunes.

As for the file checking utilities, from an elevated command line, you can run these:

sfc /scannow

DISM /Online /Cleanup-Image /CheckHealth

DISM /Online /Cleanup-Image /ScanHealth

DISM /Online /Cleanup-Image /RestoreHealth

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  1. Anonymous
    2020-10-25T21:07:02+00:00

    Hi and thanks for reaching out. My name is William. I'm a Microsoft Windows Certified Professional and Systems Administrator. I'll be happy to help you out today.

    The error message is too generic to troubleshoot with any details. The issue is not in nt.dll, that is just the Windows NT kernel space where the app is failing to launch due to 0xc0000005, which is also generic access denied error. I would recommend you try the following:

    Right-click the Start menu > select Windows PowerShell (Admin) > paste the following command: Get-AppXPackage -AllUsers | Foreach {Add-AppxPackage -DisableDevelopmentMode -Register "C:\Windows\SystemApps\ShellExperienceHost_cw5n1h2txyewy\AppXManifest.xml"}

    Hopefully, the above command will address any UWP app dependencies that are borked. However, if you are still having issues, then uninstall iTunes app by running this command: get-appxpackage AppleInc.iTunes* | remove-appxpackage > restart > install the iTunes app again from the Microsoft Store.

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  2. Anonymous
    2020-10-27T21:55:58+00:00

    Okay, this time, I got the following countless times:

    Add-AppxPackage-DisableDevelopmentModeRegister : The term 'Add-AppxPackage-DisableDevelopmentModeRegister' is not

    recognized as the name of a cmdlet, function, script file, or operable program. Check the spelling of the name, or if

    a path was included, verify that the path is correct and try again.

    At line:1 char:37

    • ... sers | Foreach{Add-AppxPackage-DisableDevelopmentModeRegister "$($_.I ...

    +                    ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

        + CategoryInfo          : ObjectNotFound: (Add-AppxPackage...entModeRegister:String) [], CommandNotFoundException

        + FullyQualifiedErrorId : CommandNotFoundException

    Then I ran the second command, rebooted, and reinstalled to get this error in Event Viewer:

    Faulting application name: iTunes.exe, version: 12.10.10.2, time stamp: 0x5f89b3f7

    Faulting module name: ntdll.dll, version: 10.0.19041.546, time stamp: 0x5b56177b

    Exception code: 0xc0000005

    Fault offset: 0x00000000000213ad

    Faulting process id: 0x256c

    Faulting application start time: 0x01d6aca9e4fecfe5

    Faulting application path: C:\Program Files\WindowsApps\AppleInc.iTunes_12109.10002.53004.0_x64__nzyj5cx40ttqa\iTunes.exe

    Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll

    Report Id: 01ab894f-9579-4f91-bda2-ad859a7fefe1

    Faulting package full name: AppleInc.iTunes_12109.10002.53004.0_x64__nzyj5cx40ttqa

    Faulting package-relative application ID: iTunes

    That error matches the previous post's error. What's next?

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  3. Anonymous
    2020-10-26T13:14:57+00:00

    The first command, I gave you the wrong command line. Use the following:

    Get-AppXPackage -AllUsers | Foreach{Add-AppxPackage-DisableDevelopmentModeRegister "$($_.InstallLocation)\AppXManifest.xml"}

    The second command, you missed the other half of the command, so it only performed a query, not a remove. Use:

    get-appxpackage AppleInc.iTunes* | remove-appxpackage

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  4. Anonymous
    2020-10-26T06:34:31+00:00

    Okay, I pasted the first command into an Admin PowerShell. It looked it was doing something, saying processing at 3% and doing countless activities not shown. However, during the entire time, the following message appeared countless times:

    Add-AppxPackage : Deployment failed with HRESULT: 0x80073D02, The package could not be installed because resources it

    modifies are currently in use.

    error 0x80073D02: Unable to install because the following apps need to be closed

    Microsoft.Windows.ShellExperienceHost_10.0.18362.449_neutral_neutral_cw5n1h2txyewy.

    NOTE: For additional information, look for [ActivityId] 8d5e1184-ab5e-0005-e971-5e8d5eabd601 in the Event Log or use

    the command line Get-AppPackageLog -ActivityID 8d5e1184-ab5e-0005-e971-5e8d5eabd601

    At line:1 char:38

    • ...  | Foreach {Add-AppxPackage -DisableDevelopmentMode -Register "C:\Win ...

    +                 ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

        + CategoryInfo          : NotSpecified: (C:\Windows\Syst...ppXManifest.xml:String) [Add-AppxPackage], Exception

        + FullyQualifiedErrorId : DeploymentError,Microsoft.Windows.Appx.PackageManager.Commands.AddAppxPackageCommand

    When I just entered the first command, it showed the following information for iTunes:

    Name                   : AppleInc.iTunes

    Publisher              : CN=5BD5593D-A41B-4F89-884E-B4F3E0FBAA75

    Architecture           : X64

    ResourceId             :

    Version                : 12109.10002.53004.0

    PackageFullName        : AppleInc.iTunes_12109.10002.53004.0_x64__nzyj5cx40ttqa

    InstallLocation        : C:\Program Files\WindowsApps\AppleInc.iTunes_12109.10002.53004.0_x64__nzyj5cx40ttqa

    IsFramework            : False

    PackageFamilyName      : AppleInc.iTunes_nzyj5cx40ttqa

    PublisherId            : nzyj5cx40ttqa

    PackageUserInformation : {S-1-5-21-2649120024-3799998734-3771855262-1001 [eagle]: Installed}

    IsResourcePackage      : False

    IsBundle               : False

    IsDevelopmentMode      : False

    NonRemovable           : False

    Dependencies           : {Microsoft.VCLibs.140.00.UWPDesktop_14.0.29231.0_x64__8wekyb3d8bbwe}

    IsPartiallyStaged      : False

    SignatureKind          : Store

    Status                 : Ok

    I then ran the second line of commands, restarted the computer, and tried to open iTunes after installing from the store. I got the following error:

    Faulting application name: iTunes.exe, version: 12.10.10.2, time stamp: 0x5f89b3f7

    Faulting module name: ntdll.dll, version: 10.0.18362.1139, time stamp: 0x468a1bf2

    Exception code: 0xc0000005

    Fault offset: 0x000000000001b38d

    Faulting process id: 0x804

    Faulting application start time: 0x01d6ab5fdce7d258

    Faulting application path: C:\Program Files\WindowsApps\AppleInc.iTunes_12109.10002.53004.0_x64__nzyj5cx40ttqa\iTunes.exe

    Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll

    Report Id: 7928e04b-7f12-44c7-83e7-3308fef8331a

    Faulting package full name: AppleInc.iTunes_12109.10002.53004.0_x64__nzyj5cx40ttqa

    Faulting package-relative application ID: iTunes

    It's a different error, and the following error showed in Event Viewer:

    Fault bucket 1651419550950152330, type 5

    Event Name: MoAppCrash

    Response: Not available

    Cab Id: 0

    Problem signature:

    P1: AppleInc.iTunes_12109.10002.53004.0_x64__nzyj5cx40ttqa

    P2: praid:iTunes

    P3: 12.10.10.2

    P4: 5f89b3f7

    P5: ntdll.dll

    P6: 10.0.18362.1139

    P7: 468a1bf2

    P8: c0000005

    P9: 000000000001b38d

    P10: 

    Attached files:

    \?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERE018.tmp.mdmp

    \?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERE866.tmp.WERInternalMetadata.xml

    \?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERE9BF.tmp.xml

    \?\C:\ProgramData\Microsoft\Windows\WER\Temp\WEREA2A.tmp.csv

    \?\C:\ProgramData\Microsoft\Windows\WER\Temp\WEREAC7.tmp.txt

    These files may be available here:

    \?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_AppleInc.iTunes__0a9bd9e4c978705617e7b33393dae05fcbbf9c_73f2593e_164d5632-8a80-4ce6-ae51-9bf3c575e1b7

    Analysis symbol: 

    Rechecking for solution: 0

    Report Id: 7928e04b-7f12-44c7-83e7-3308fef8331a

    Report Status: 268435456

    Hashed bucket: 547d42188f88c05fd6eb0554fd84d88a

    Cab Guid: 0

    What's next?

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