iTunes Error Tips

If you see Error 3194, Error 17, or ‘This device isn‘t eligible for the requested build‘ in iTunes

If iTunes can’t communicate with Apple’s software update server, you might see one of these messages.

  • Error 17
  • Error 1639
  • Errors 3000-3020
  • Error 3194
  • Errors 3100-3999
  • This device isn’t eligible for the requested build

If you see one of these messages and need help updating or restoring your iOS device, install the latest version of iTunes and try to update or restore again. If you need more help, follow the steps below.

Check your hosts file

After you update iTunes to the latest version, check the hosts file to make sure your computer can contact the update server.

Windows

If you’re using a Windows computer, follow the steps from the Microsoft support site. Resetting the hosts file affects software services that rely on hosts file redirects. If you’re using Windows on a business computer, consult your IT department to be sure applications work correctly after you reset your hosts file.

Mac

If you’re using a Mac, follow these steps:

1. In the Finder, choose Applications > Utilities.

2. Open Terminal.

3. Type this command and press Return:

sudo nano /private/etc/hosts

4. Enter the password you use to sign in to your computer and press Return. You won’t see text appear in the Terminal window when you type your password.

5. Terminal displays the hosts file. If you don’t see a window similar to the one below, make sure you’re using a nonblank administrator password.

6. Navigate using the arrow keys and look for an entry containing “gs.apple.com”.

If you don’t see any entry containing gs.apple.com, then the hosts file isn’t related to the issue. Close the Terminal and move on to the next section of this article, “Address TCP/IP filtering, firewall, or security software.”

7. Add the # symbol and a space (“# “) to the beginning of the gs.apple.com entry.

8. Press Control-O to save the file.

9. Press Return when asked for the filename.

10. Press Control-X to exit the editor.

11. Restart your Mac.

After your computer is finished restarting, try to update or restore your iOS device again.

Address TCP/IP filtering, firewall, or security software

If you have TCP/IP filtering, firewall, or security software installed on your computer, try these steps.

  1. Configure or temporarily uninstall your security software.
  2. Be sure you have a working Internet connection. Try visiting www.apple.com or contact your Internet service provider for more help.
  3. Bypass your Internet router. Some routers might block iTunes from accessing the update server. If you’re using a router that isn’t manufactured by Apple, try the following:
  • Disconnect from your wired or wireless router and use an Ethernet cable to connect your computer directly to your modem.
  • Restart your computer and modem. Contact your Internet service provider for instructions on using your modem.

After you confirm your Internet connection is working, try to update or restore your iOS device again.

Restore or update from another computer

Try to restore or update on another computer with a different Internet connection. This helps to make sure there aren’t issues with your computer that might stop iTunes from communicating with the update server.

Errors 1639, 3000-3020, and 3100-3999 (with the exception of 3194) are sometimes caused by your network settings. If your computer uses a managed network, refer to your network administrator. Proxies, firewalls, and other network security measures can cause these errors. If necessary, find a different network connection to restore the device. For example, if you’re restoring at work, try to restore at home or on a friend’s computer and network.

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.

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.

Test TCP port connectivity for Apple software

If you can’t connect with Home Sharing or AirPlay using iTunes on a Mac or PC, check to make sure that your ports are connecting correctly.

Apple software uses TCP and UDP ports for a variety of features, such as AirPlay and Home Sharing. If your software has a connectivity issue, you might experience issues including:

  • iTunes won’t detect AirPlay.
  • iTunes, Apple TV, iOS, or Remote for iOS won’t detect Home Sharing.

Check to make sure that your TCP ports are open. If they’re not open, 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.

Before you test your ports

Find the IP address of the computer that you want to test.

  • If you want to test the computer that you’re currently using, use IP address 127.0.0.1.
  • If you want to test a different computer on your network, find the IP address for a Mac or PC.

On a Mac

  1. From the menu bar at the top of your computer screen, choose the Apple menu () > System Preferences.
  2. In the search box in the upper-right corner, type IPv4, then press Return.
  3. The number to the right of IPv4 Address is the IP address that you need to test.

On a PC

  1. In your PC’s search bar, type cmd, then press Return.
  2. Type ipconfig, then press Return.
  3. Find the IP address on the IPv4 Address line.

Test your ports

Find the TCP port number for the service you’re having trouble with, then check the port’s status on a Macor PC.

On a Mac

If you’re testing for an iTunes issue, make sure that iTunes is open and running in the background.

  1. Open Network Utility.
  2. Click the Port Scan tab.
  3. In the first field, enter your computer’s IP address.
  4. Select “Only test ports between.”
  5. In both port number fields, type the port number for the service you’re using. For example, if you’re testing Home Sharing from iTunes or AirPlay, type 3689 in both fields.
  6. Click Scan.

If you see an open TCP port listing, the port is open.
 Network Utility Port Open

If you don’t see an open TCP port listing, the port might be blocked or unreachable. Check the security software that’s installed on the computer you’re testing.

Network Utility Port Blocked

On your PC

If you’re testing for an iTunes issue, make sure that iTunes is open and running in the background.

  1. In the search bar, type cmd, then press Return.
  2. On a single line, type the following. Enter a space between each item:
    • telnet
    • The computer’s IP address
    • The port number for the service you’re having trouble with

      For example, to test whether port 3689 is open on the computer you’re currently on, type the following:

      telnet 127.0.0.1 3689

  3. Press Return three times.

If you see “Command not found” or “not recognized,” install Telnet Client and try again.

If you see “400 Bad Request,” the port is open.

If you see “Connect failed,” the port might be blocked or unreachable. Check the security software on the computer you’re testing.

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