Have you followed these steps exactly?
Create a ringtone in iTunes
- Select a track to use as the source. You cannot use an Apple Music item, or anything that is in the cloud.
- On the Get Info > Options tab set start and stop times no more than 40 seconds apart, or 30 seconds for text tones.
- Under Edit (Win) or iTunes (Mac) > Preferences > General tab > Import Settings choose AAC Encoder > High Quality 128k.
- Use File > Convert > Create AAC version.
- Reset the start and stop times on the original track.
- Right-click on the new copy and click Show in Windows Explorer or Finder.
- Delete the new entry from the library without sending to the recycle bin/trash.
- Change the file extension from .m4a to .m4r. (You may need to adjust folder options to see the extensions.)
- If running iTunes 12.7 or later you should move the file into <Media Folder>\Tones.
Will the track in question play in iTunes at the start of step 1? Is the file selected when you get to step 4?
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