Previous 1 2 Next 22 Replies Latest reply: Nov 7, 2011 4:12 AM by steveart
Graham Whitehouse Level 1 Level 1 (0 points)

Okay, so I downloaded an album a while back (The Goo Go Dolls - iTunes Originals) but lost it... So thought I would be able to re-download it! I can only download 13 of the 23 tracks on the album. As you can see from the attached screenshot, they don't even appear in the right hand pane but do in the left???


Confused a little... Hoping it something I have done!!!


Screen Shot 2011-10-16 at 15.40.53.png

  • John Hammer1 Level 4 Level 4 (2,805 points)

    It's possible that the Goo Goo Dolls or their production/management company no longer make those other songs available in iTunes anymore. If the songs are no longer available for purchase, they cannot be redownloaded by earlier purchasers.


    Go into the iTunes Store interface and see if those songs are available for purchase. If they are, then you have a problem that might be fixable. If theyr'e not, you simply can't redownload them because they're no longer available.

  • Graham Whitehouse Level 1 Level 1 (0 points)

    Hi John


    Already checked as I thought that could be the problem, but sadly the album is still available :-)

  • John Hammer1 Level 4 Level 4 (2,805 points)

    Unfortunately, I think the next step is contacting iTunes Store support:

  • Looler Level 1 Level 1 (0 points)

    I have exactly the same problem, help would be appreciated.

  • Graham Whitehouse Level 1 Level 1 (0 points)

    Done, I will post back on here when I have a reply!

  • mr.stupid Level 1 Level 1 (45 points)

    Already posted this on here as same problem 20 songs missing, i had no joy off customer support. If you search for a song you know is missing then click album view it will show album art, click that and you get this error code, it seems to be with certain songs as i have downloaded sacrifice by elton john from this album twice now and deleted it and it never appears just shows as 1 song in left side but 0 on main windowUntitled.jpg

  • mr.stupid Level 1 Level 1 (45 points)

    My reply from apple

    Dear Mark,


    Thank you for contacting iTunes Store Customer Support. My name is Derrick. I understand that you this message comes up "pings failureType5002 customerMessageAn unknown error has occurred set-prefs preferred-audio-format256". Being a customer myself I can certainly understand your concern for this matter and I will be happy to assist you.


    Mark, as an Advisor for the iTunes Store, I handle issues related to billing, downloading, customer accounts, and the items available on the iTunes Store. Although your question falls outside of my area of specialty, I will be happy to assist you with resolving your issue.


    Listed below are some helpful tips and links. Once you have found a category that relates to your issue, follow the instructions or click on the associated link to go to that page.


    A wide variety of helpful tutorials, troubleshooting steps, and support information can be found on the iTunes support website:


    And another reply


    I understand from your email request that you are receiving error 5002 when attempting to download your purchases. My name is Gerri, from your iTunes Store Customer Support Team.  I can appreciate your desire to have this addressed as soon as possible so that you can download your songs to your account and I'll be happy to assist you today.


    Many of my customers have resolved this issue by temporarily removing their credit card information from their account. Here are the steps:


    1) Visit the Apple Store online:



    2) Click Account in the upper-right corner, then click "Change account information" and sign in using the same Apple ID and password you use for the iTunes Store.


    3) You should see your account-profile page. Under Method of Payment, remove all of the characters from the Card Number field. Do not change the expiration date or credit card type. 


    4) If you haven't already, select where you primarily use your purchases from the pop-up menu near the bottom of the page.


    5) Click Continue. If you are asked to enter any other information, be sure to click Continue after making the updates so that your changes will be saved.


    6) Make sure you're using the latest version of iTunes. It can be downloaded free of charge:



    Note: Installing the latest version of iTunes will not affect your library or any items in your account that you haven't downloaded.


    7) Click this link to open iTunes and access the Apple Account Information page:



    8) Sign in to the iTunes Store using your account name and password.


    9) On the Apple Account Information page, click the Edit Payment Information button.


    10) Enter your payment information and click Done to save your changes.


    To ensure your account is functioning, try downloading a free item from the iTunes Store. To do this, navigate to the iTunes Store main page by clicking the Home icon near the upper-left corner of the window. Scroll down and click the "FREE ON iTunes" link near the bottom of the main page, then select an item to download.


    I hope the above information has been helpful. If you have any additional questions or concerns regarding this issue or any other problems with any of your iTunes purchases, please be assured that I will be more than happy to try to assist you further.


    Have a good day. 




    Ms Gerri

    iTunes Store/Mac App Store Customer Support

  • mr.stupid Level 1 Level 1 (45 points)

    And this was the reply i got to the same sort of picture you posted


    Dear Mark,


    My name is Deborah with iTunes Customer Support and I will be assisting you with your issue today. I would like to mention before I move on that we are all working together to help answer our customers as soon as possible. That being said, you may experience speaking to different advisors should you require further assistance.


    I understand that your purchased list on iTunes shows all songs at 559 yet when you click on the all songs tab the list shows only 539. You have not hidden any or downloaded any to computer yet.  I certainly see your concern and I will be happy to look into this matter for you.


    Mark, I'm sorry to hear that it appears that some of your iTunes Store purchases are missing from your iTunes library. Fortunately, those items may still be on your hard disk. To look for them, follow the steps in this article:


    iTunes: Finding lost media and downloads


    If you have any of these items on an iPod or iPhone, you can transfer them from the iPod or iPhone to your computer using iTunes. You'll find instructions in this article:


    iTunes Store: Transferring purchases from your iPhone, iPad, or iPod to a computer


    You can download past app and book purchases without incurring additional charges as long as what you want to download is showing on your Purchased page. Some content may not be available for download again if its provider no longer offers it on the iTunes Store, App Store, or iBookstore.


    If you are unable to locate one or more of your purchases on your hard disk, you may be able to download the missing purchases with your Mac or PC, iPhone, iPad, or iPod touch.


    To learn how to download past purchases, check out this article:


    Downloading past purchases from the App Store, iBookstore, and iTunes Store


    If you are missing all or most of the purchases you made with a certain Apple ID and couldn’t find them, please let me know the Apple ID used to make the purchases so I can assist you further.


    Mark, I hope this information helps and if you need me, I be happy to further assist you. Thank you for your support and I hope you have a good weekend!





    iTunes Stores/Mac App Store Customer Support

  • hexonxonx Level 4 Level 4 (2,455 points)

    Ok so you reply back to that stating that you could not find the missing tracks following the steps outlined.

  • Graham Whitehouse Level 1 Level 1 (0 points)

    Lol... Both of which don't answer your question or acknowledge they have understood!


    I am as yet waiting for a reply...

  • Graham Whitehouse Level 1 Level 1 (0 points)

    Just a thought, is it because the price has changed from the original price I paid for the item?


    Also a possibility, the majority of the items I can download are flagged as Album Only, the rest are paid for individually... Is this somehow impacting on what I can download?


    Either way, I bought the album, so should be able to download :-)


    I suspect someone has cocked up the WHERE clause in a DB query :-)

  • Looler Level 1 Level 1 (0 points)

    It isn't because the price has changed, I bought a song yesterday and immediatly after, it wasn't on the Purchased page. I also have received the same answer reported here from Apple, so it semms they don't really understand the problem. In a reply, I gave the link of that page and hopefully, they will look at it.

  • Carlo0404 Level 1 Level 1 (10 points)

    I've run into this same problem with purchased TV Shows.  I purchase television shows in iTunes and on my Apple TV 2 and they do not show up in the purchased section of itunes.  With episodes purchased on my Apple TV 2 they simply disappear after they were finished being watched.  I've contacted Apple Support and given them the purchase order number.  But I won't be purchasing anything until this is resolved. Since this applies to content disappearing immediately after it is purchased, it obviously is something on their end.  

  • mr.stupid Level 1 Level 1 (45 points)

    Untitled.jpgJust would like to know why the diffrence in the two circles when no songs hidden or downloaded out of that 20

    Done a list of my missing songs. dont suppose anyone got the same ones missing lol


    Elton John                              1          Sacrifice

    Glenn Medeiros                    1 Nothing's Gonna Change My Love for You

    Guru Josh Project                    1          Infinity 2008

    Hans Zimmer                              1          A Small Measure of Peace

    Julian Lennon                              1          Saltwater

    Lisa Mitchell                              1          Neopolitan Dreams

    Mads Langer                              2          I'm Leaving / Microscope

    Martha Wainwright                    1          Set the Fire to the Third Bar  ( this is also from snow patrol list)

    Moloko                                        1          Sing It Back (Boris Musical Mix)

    Nirvana                                        1 You Know You're Right

    Radiohead                              1          Pyramid Song

    Roberts Miles                              1          Children

    Snow Patrol                              5 Crack the Shutters  / Take Back the City / Signal Fire / Open Your Eyes

    t.A.T.u.                                        1          All The Things She Said

    Weezer                                        1          Island In The Sun

    The Wombats                              1          Moving to New York


    Green ones           are ones harder to find as own album

    Red ones                     Cant find in complete my album and not brought album, i just know its that song

    Black ones            i found on complete my album as they say purchased

    Sorry for the messy layout

Previous 1 2 Next