cclauset

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

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

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  • by cclauset,

    cclauset cclauset Dec 12, 2011 3:31 PM in response to Mike Connelly
    Level 1 (1 points)
    Dec 12, 2011 3:31 PM in response to Mike Connelly

    FWIW, I've found two songs that are Matched by iCloud, available for sale in iTunes Music, when removed from the local iTunes library are 'available' to download as 256 kbps, but when actually downloaded remain at (revert to) 128 kbps:

  • by Rassilon,

    Rassilon Rassilon Dec 12, 2011 7:56 PM in response to cclauset
    Level 1 (39 points)
    Dec 12, 2011 7:56 PM in response to cclauset

    I too have issues with that album.  In my case, Spies, Yellow, Trouble and Everything's Not Lost did not match, despite being purchased from Apple in 2010.  The remaining tracks matched, but lost their purchased status (yet appear on my account history.)

     

    Curiously, the Purchased page on iTunes improperly lists my copy of Sparks as coming from "Love Songs", an album I never bought.

  • by nao0993,

    nao0993 nao0993 Dec 13, 2011 7:25 PM in response to cclauset
    Level 1 (0 points)
    Dec 13, 2011 7:25 PM in response to cclauset

    My purchased songs are still in 128kbps even after subscribed to iTunes Match and I am getting 8364 error.

     

    Songs in the Attic / Billy Joel

      Miami 2017 (Seen the Lights Go out on Broadway)

      Summer, Highland Falls

      Streetlife Serenader

      Los Angelenos

      She's Got a Way

      Say Goodbye to Hollywood

     

    Before the Flood (Live) / Bob Dylan & The Band

      All Along the Watchtower (Live)

      Highway 61 Revisited (Live)

      Like a Rolling Stone (Live)

     

    She's So Unusual / Cyndi Lauper

      Time After Time

     

    The Colour and the Shape / Foo Fighters

      Monkey Wrench

      Up In Arms

      My Hero

      Everlong

     

    There Is Nothing Left to Lose / Foo Fighters

      Breakout

      Learn to Fly

      Aurora

      Next Year

     

    Heavier Things / John Mayer

      Daughters

     

    Michael Jackson: The Ultimate Collection / Michael Jackson

      We Are the World

     

    The Best of Santana / Santana

      Europa (Earth's Cry, Heaven's Smile)

     

    Sheer Heart Attack / Queen

      Brighton Rock

     

    News of the World / Queen

      We Will Rock You

      We Are the Champions

  • by rhavyn,

    rhavyn rhavyn Dec 13, 2011 9:26 PM in response to nao0993
    Level 1 (0 points)
    Dec 13, 2011 9:26 PM in response to nao0993

    If its helpful I am also having trouble with the Foo Fighters album The Color and the Shape

  • by John Kraft,

    John Kraft John Kraft Dec 22, 2011 12:21 PM in response to cclauset
    Level 1 (25 points)
    Dec 22, 2011 12:21 PM in response to cclauset

    Same issues here... Has anyone from Apple commented in this thread with regard to status?  Haven't seen anything.

  • by macmikey2,

    macmikey2 macmikey2 Dec 26, 2011 2:12 PM in response to cclauset
    Level 1 (0 points)
    Dec 26, 2011 2:12 PM in response to cclauset

    I have 2 Dido songs from No Angel that I matched, then deleted (stupid) and now cannot retrieve because of same 8364 error.

     

    I also have a maxi priest song, same error.

  • by cbosuna,

    cbosuna cbosuna Dec 29, 2011 8:20 AM in response to cclauset
    Level 1 (0 points)
    Dec 29, 2011 8:20 AM in response to cclauset

    I have the same issue.  I have several tracks that show up as "Purchased" in the iCloud status column, but I get Unknown Error (8364).

     

    I have contacted iTunes Support a number of times and they keep telling me to re-download the song from "Past Purchases".  I keep telling them I paid for iMatch and I want my 256 kbps non-DRM versions of the tracks.

     

    Also, iTunes match replaced one album I had with the "Clean" version of the album.  This issue has also not been resolved despite contacting iTunes support a number of times.

     

    The cost to me to manually re-purchase these tracks and album will triple the cost of iMatch.

     

    I think Apple just ***** at cloud offerings.  Maybe they should hire Google to do it right.

  • by Connie Hawkins42,

    Connie Hawkins42 Connie Hawkins42 Dec 30, 2011 8:48 AM in response to cbosuna
    Level 1 (15 points)
    Dec 30, 2011 8:48 AM in response to cbosuna

    I have this error for a number of songs from:

     

    Ben Folds "Songs for Silverman":

    prison food; trusted; gracie; you to thank

     

    Johnny Cash's "Unchained:

    The Kneeling Drunkard's Plea

     

    Additionally, I have duplicates of songs and am unable to delete the 128K versions.

  • by utvolfan,

    utvolfan utvolfan Jan 6, 2012 6:54 AM in response to Connie Hawkins42
    Level 1 (0 points)
    Jan 6, 2012 6:54 AM in response to Connie Hawkins42

    Same problem here.  I've got 81 tracks with the iCloud status of "Purchased" that are showing as 128 kbps that I can't download.  All error out with the 8364.

  • by Rassilon,

    Rassilon Rassilon Jan 6, 2012 8:22 AM in response to utvolfan
    Level 1 (39 points)
    Jan 6, 2012 8:22 AM in response to utvolfan

    Apple does not read these forums.  The only way to get support is to file a ticket on the support page.  In my case, I threatened to start a class-action lawsuit if they don't fix the problem.  Breach of Contract is a crime in the United States, and like it or not, Apple is a US company.

  • by cbosuna,

    cbosuna cbosuna Jan 6, 2012 1:37 PM in response to Rassilon
    Level 1 (0 points)
    Jan 6, 2012 1:37 PM in response to Rassilon

    Apple also ignores those support tickets.  I also contacted support and they directed me to this forum discussion and closed the ticket.

  • by nao0993,

    nao0993 nao0993 Jan 6, 2012 2:08 PM in response to cbosuna
    Level 1 (0 points)
    Jan 6, 2012 2:08 PM in response to cbosuna

    That happend to me too, redirected to this forum and the ticket was closed.

  • by Rassilon,

    Rassilon Rassilon Jan 6, 2012 2:22 PM in response to nao0993
    Level 1 (39 points)
    Jan 6, 2012 2:22 PM in response to nao0993

    Here is my reply to Apple's "support", along with their pointless suggestion.

     


    Dear Amanda,

     

    Please read that thread you mindlessly send people to.  Note that the last two comments are from other users, upset because you, or another Apple drone, sent them there instead of helping.  After you've done that, grow up and do your job!  Get whomever is in charge of iMatch to update the rest of the songs to 256K AAC,DRM-free.  Until you do that, you are just as useless, and criminally liable, as your employer!

     

     

    -----Original Message-----
    From: iTunes Store [mailto:iTunesStoreSupport@apple.com]
    Sent: Friday, January 06, 2012 12:06 PM
    To: redacted
    Subject: Re: Purchases, Billing & Redemption; Follow-up: 185575172

     

    Thanks for writing in today! My name is Amanda with the iTunes Store and I'll be assisting you with your request. I hope your day is going great so far.

     

    I understand that iTunes Match has prevented you from downloading some of your content. I know you are ready to download youpurchases to enjoy them once more.

     

    I apologize for any inconvenience you have experienced. I understand you've threatened legal action. While I am not Apple's legal representative and thus cannot address your claim, I would like very much to help you resolve the issues that are causing you concern.

     

    Here is a helpful article that should help trying to download the purchases from iCloud:

     

    Unknown error (8364) when trying to download from iCloud

    https://discussions.apple.com/thread/3502068?start=0&tstart=0

     

    Thank you for your understanding. Hopefully, the information that I provided for you today, will get you back on track. I would like to thank you for being the best part of iTunes.  Enjoy the rest of your day!

     

     

    Sincerely,

     

    Amanda (Charlotte, NC)

    iTunes Store Advisor

    Hours: 8:00 AM - 4:30 PM EST (Sunday - Thursday)

  • by John Kraft,

    John Kraft John Kraft Jan 6, 2012 11:21 PM in response to Rassilon
    Level 1 (25 points)
    Jan 6, 2012 11:21 PM in response to Rassilon

    It's just sad.  I'm sitting here on my MacBook Pro listening to Steve's official bio on my iPhone 4 and they are actually talking about the launch of iCloud.  I have a distinct feeling that if Steve was around he'd be kicking someone's you know what.  The promise of iCloud is that it just works, the other promise of Apple is superior product support and customer service, which they normally provide I believe.  This is an opportunity for Apple to keep the faith and make something right that is currently wrong.  I used to work at Apple and I know that there are indeed people, a lot of people, at Apple that care about this stuff.  I just hope they eventually see these comments and make something happen.

  • by Tinjaw,

    Tinjaw Tinjaw Jan 7, 2012 6:02 AM in response to cclauset
    Level 1 (0 points)
    Jan 7, 2012 6:02 AM in response to cclauset

    I am a PC. I have only just begun to own Apple products as I start to develop apps for the iOS devices. One of the things that goes with this was purchasing and beginning to use my new iPod. As part of that I am going through the same problems as in this thread. And watching how this is transpiring and how poorly Apple is handling this, I am left wondering why people believe Apple's support is superior to PC support.

     

    My point here is NOT to start a religious war, but just to say that this IS my FIRST IMPRESSION of Apple. And that if Apple is watching, they might want to make note of that. We all know how these things work, and for every one (in this case me) speaking out publically, there are multiple others having the same (in this case, bad) experience that are not publically speaking about it in a forum like this. They are instead, "quietly" telling their friends and family about their bad experience and tarnishing Apple's image in a "place" where Apple is not aware or, nor in a position to do anything about.

     

    That said, I am a programmer and completely aware of bugs being a part of realilty. Two, I have also worked for big companies and know that they cannot react as quickly as most would like. But I would expect and issue this big to have provoked somebody inside Apple to put together a script/querry to determine what songs are a problem and fix it. I am positive that is all that this issue requires for resolution.

     

    In the mean time, I have heard others allude to the ability to "download past purchases" when they have come ujp against this iMatch hurdle. However, I am unable to determine where this magical place is. When I look at Purchased in my iTunes I see nothing. It is empty. I have purchased music from iTunes, but all of that was prior to all of my current installations of iTunes software on my various computers.

     

    Can somebody point me to where I can go to download the music that I purchased, but will not download from iMatch? (Yes, that music was on my computer before I sync'd with iMatch with the intent (hope?) of getting fresh high quality copies on my new computers.)

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