cclauset
Level 1 (1 points)

Q: Unknown error (8364) when trying to download from iCloud

I have a number of songs that issue an "An unknown error occurred (8364)" when attempting to download them from iCloud (iTunes 10.5.1 on OS X 10.7.2). The common issue is that these tracks all have a Purchased status, originally had a 128 kbps bit rate, and I believe were protected AAC files. For example:

  • Iomogen Heap: Speak for Yourself
  • Moby: Hotel
  • Coldplay: Parachutes
  • Dave Matthews Band: Stand Up
  • Moby: iTunes Originals
  • Moby: 18
  • Moby: Play
  • Thievery Corporation: The Cosmic Game
  • Garden State soundtrack
  • Red Hot Chili Peppers: Stadium Arcadium
  • Modest Mouse: Good News for People Who Love Bad News

One of the odder issues is that this affects the entire album for some, but others only some tracks. FWIW, only the Apple TV (2nd edition) can play these tracks. Neither one of my Macs (iMac and MacBook Pro w/ 10.7.2 + iTunes 10.5.1) can play them and my iPhone 4 (x2) just silently fails (no error message).

MacBook Pro, Mac OS X (10.7.2)

Posted on Nov 17, 2011 12:24 PM

by cclauset,Solvedanswer
cclauset cclauset
Level 1 (1 points)
A:

Hi all -

 

Given that I started this thread, I should note that the issue appears to have been resolved for my library.

 

Using a Smart Playlist to filter songs which are eligible for downloading as 256 kbps AAC from iTunes Match (credit MacWorld):

  • Bit Rate is less than 256 kbps
  • Media Kind is Music
  • Time is greater than 0:06
  • and iCloud Status is either Matched or Purchased

iTunes Match smart playlist.png

The steps I followed were:

  1. Update to iTunes 10.5.3
  2. Using the Smart Playlist above, Delete (and remove from iCloud) each of the songs that previously exhibited the Unknown error (8364) and Move to Trash
  3. Store → Turn Off iTunes Match
  4. Copy the previously deleted songs from my Trash back into my iTunes library
  5. Store → Turn On iTunes Match
  6. Again using the Smart Playlist above, Delete (but do not remove from iCloud) each of the songs and Move to Trash
  7. then control-click and Download (from iTunes Match)

 

Note: I'm not sure if deleting the songs from iCloud was required or not, but it appears that Apple has (or is in the process of) resolved this annoyance.

Posted on Jan 20, 2012 5:22 AM

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cclauset

Q: Unknown error (8364) when trying to download from iCloud

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  • by rhavyn,

    rhavyn rhavyn Nov 17, 2011 1:18 PM in response to cclauset
    Level 1 (0 points)
    Nov 17, 2011 1:18 PM in response to cclauset

    I can't help, but I thought I'd chime in and say me too.  I have several old DRM'd albums where I can download the tracks if I go back to iTunes Store -> Purchased section, but they fail with a 8364 error if I try and download them through iCloud.

  • by cclauset,

    cclauset cclauset Nov 17, 2011 1:52 PM in response to cclauset
    Level 1 (1 points)
    Nov 17, 2011 1:52 PM in response to cclauset

    For reasons unknown I found copies of many of these tracks as 256 kbps .m4a files in my Trash. As such I was able to remove the existing 128 kbps .m4p (Purchased) files (but not deleting them from iCloud), add the 256 kbps .m4a files to iTunes and then Add to iCloud whereupon, the original 128 kbps listings with the download from iCloud link switched to 256 kbps (Purchased) files. For a few of the files I accidentally deleted the 128 kbps (Purchased) from iCloud and when I added the .m4a to iCloud they appeared as 256 kbps (Matched) songs instead. Not sure why the difference, but it worked for several of these problematic files. But I still don't understand why/where these .m4a versions came from as most of these purchased predated iTunes Plus (e.g., my original purchases were 128 kbps). My new list of recalcitrant files is:

    • Anna Nalick: Breathe (iTunes SOTW)
    • Coldplay: Parachutes (tracks 4 + 5)
    • Dave Matthews Band: Stand Up (tracks 3-6, 11, 12)
    • Feis: One Evening (iTunes SOTW)
    • Future Leaders…: Let Me Out (iTunes SOTW)
    • Hinder: Get Stoned (iTunes SOTW)
    • Living Things: Ahead of the Lions (iTunes SOTW)
    • Low Millions: Eleanor (iTunes SOTW)
    • Spymob: Sitting Around Keeping Score (iTunes SOTW)

    As you can see, most of these are iTunes single of the week (SOTW) offerings, so I'm not too bothered about them.

  • by J.T.,

    J.T. J.T. Nov 21, 2011 10:43 AM in response to cclauset
    Level 2 (210 points)
    Nov 21, 2011 10:43 AM in response to cclauset

    Same problem here. I haven't been able to fix it, and iTunes email support told me it was too technical for them to deal with essentially.

     

    I was able to re-rip the songs in question from a burned CD and get a match with them. I could then download a "Matched AAC audio file" instead of a "Purchased AAC audio file." Just as good as far as I'm concerned, but I'm less than happy that Apple refused to help.

  • by cclauset,

    cclauset cclauset Nov 21, 2011 10:55 AM in response to J.T.
    Level 1 (1 points)
    Nov 21, 2011 10:55 AM in response to J.T.

    I contacted AppleCare and was escalated to a Senior Advisor who is escalating this to engineering. It's most likely a server-side issue, so it should be a transparent fix for us when they resolve it.

  • by benjaminfrombaton rouge,

    benjaminfrombaton rouge benjaminfrombaton rouge Nov 21, 2011 7:51 PM in response to cclauset
    Level 1 (0 points)
    Nov 21, 2011 7:51 PM in response to cclauset

    I am also having the same issue, this is highly annoying.  Also, technically shouldnt anything I have purchased never have a missing file exclamation?  I have some errors here I want to re-download and finally for once get my itunes straight....

  • by Rassilon,

    Rassilon Rassilon Nov 25, 2011 7:20 PM in response to cclauset
    Level 1 (39 points)
    Nov 25, 2011 7:20 PM in response to cclauset

    Likewise for me.  All songs by Amy Rigby, including albums I purchased after subscribing to iTunes Match, are corrupted in this manner.  I can't even download the new purchases, and Apple has refused to do anything about it.

  • by Tinjaw,

    Tinjaw Tinjaw Nov 26, 2011 7:09 AM in response to cclauset
    Level 1 (0 points)
    Nov 26, 2011 7:09 AM in response to cclauset

    @cclauset: Thank you for taking the time (and having the patience) to ride this issue up the support chain. I am also "suffering" from this issue and look forward to its fix.

  • by cmont5150,

    cmont5150 cmont5150 Nov 26, 2011 10:02 PM in response to cclauset
    Level 1 (0 points)
    Nov 26, 2011 10:02 PM in response to cclauset

    I'm not sure if you have tried this already but I had the same issue. I had been attempting to download from the cloud icon in the music library and this inevitable resulted in the same error you are receiving. Since these were on purchased files, I accessed the somgs through the previously purchased area in the iTunes Store and downloaded from that interface and everything has downloaded fine. It seems like there may be an authentication issue of some sort going on.

  • by cmont5150,

    cmont5150 cmont5150 Nov 26, 2011 10:16 PM in response to cmont5150
    Level 1 (0 points)
    Nov 26, 2011 10:16 PM in response to cmont5150

    After looking into this further, the downloaded file is a DRMd file whereas it would have downloaded a new DRM-free file in the past.

  • by Rassilon,

    Rassilon Rassilon Nov 28, 2011 2:44 PM in response to cclauset
    Level 1 (39 points)
    Nov 28, 2011 2:44 PM in response to cclauset

    I found the problem. Apple's music library is simply too big.  While their new standard for music is 256bit, AAC, many of their songs are still in the old 128 bit DRM versions.  When iTunes try to download the match, it does not find a 256 bit version and gives that error, instead of downloading the available file.

     

    Until such time as Apple updates every song in their library (a huge task), you'll have to manually download these tracks from your purchase history.

  • by cclauset,

    cclauset cclauset Nov 28, 2011 8:58 PM in response to Rassilon
    Level 1 (1 points)
    Nov 28, 2011 8:58 PM in response to Rassilon

    I don't think it's an issue with the iTunes Music Store being 'too big'. iTunes Plus (DRM-free @ 256 kbps AAC) has been the standard since May 2007. Granted, it appears that the albums/tracks that trigger the Unknown error (8364) all predate iTunes Plus, but that does not mean that iTunes doesn't offer these same albums/tracks to new customers as DRM-encumbered @ 128 kbps AAC. Instead I believe that it's simply an error in the iTunes Match system where some tracks for some users aren't properly matched (partial or incomplete), which prevents download/playback of these files via iCloud. It's not surprising that iTMS continues to provide DRM-encumbered @ 128 kbps files when accessing previous downloads, but it is curious that they haven't connected their backend systems such that Apple IDs which have subscribed to iTunes Match are still provided those files rather than the iTunes Plus versions. I hope to hear back from Courtney P later this week given the holiday last week and will post a follow-up then.

  • by cclauset,

    cclauset cclauset Nov 28, 2011 9:03 PM in response to cmont5150
    Level 1 (1 points)
    Nov 28, 2011 9:03 PM in response to cmont5150

    The test is that after downloading them through the Previous Purchase section of iTMS and making sure they are matched for iCloud… to then delete the local (DRM-encumbered @ 128 kbps AAC) file and attempt to re-fetch it from iCloud. If you still get the Unknown error (8364) then Apple hasn't fixed that track, but if it downloads… they've fixed it. I imagine this may be related to the slightly delayed launch and that Apple is still working out the kinks. I trust that they'll resolve this error… it's just a matter of when (and being patient).

  • by Rassilon,

    Rassilon Rassilon Dec 1, 2011 4:05 PM in response to cclauset
    Level 1 (39 points)
    Dec 1, 2011 4:05 PM in response to cclauset

    @cclauset, you said the same thing I did.  I meant that their library is too big for them to maintain.  Obviously, many artists slipped through the cracks when Apple stopped using DRM.  Consequently, songs by Amy Rigby, the Alan Parson Project, Christine Lavin, and many others are in the wrong format, and iMatch won't download them.

     

    It's still a bug in iMatch.  iTunes should simply grab the version that *is* available, rather than giving an error.

  • by Mike Connelly,

    Mike Connelly Mike Connelly Dec 2, 2011 8:18 AM in response to Rassilon
    Level 4 (1,785 points)
    Dec 2, 2011 8:18 AM in response to Rassilon

    So you're saying there are songs that are still 128 with DRM, or something else?  What's a specific example?

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