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 Rassilon,

    Rassilon Rassilon Dec 2, 2011 8:50 AM in response to Mike Connelly
    Level 1 (39 points)
    Dec 2, 2011 8:50 AM in response to Mike Connelly

    I did give specifics.  Look at any song by Amy Rigby on iTunes. All of them are in protected, 128 kbps format.

  • by Mike Connelly,

    Mike Connelly Mike Connelly Dec 2, 2011 8:55 AM in response to Rassilon
    Level 4 (1,785 points)
    Dec 2, 2011 8:55 AM in response to Rassilon

    They're in that format after you download what are supposed to be matched versions?  Or is there some way to tell that they're that way in the store?  Could you give a specific album/song?

  • by Rassilon,

    Rassilon Rassilon Dec 2, 2011 9:34 AM in response to Mike Connelly
    Level 1 (39 points)
    Dec 2, 2011 9:34 AM in response to Mike Connelly

    Apologies if this gets posted twice. The iTunes store is broken (giving error 5002), as is this forum, apparently.  Anyway, try "Wait Till I Get You Home" on the Sugar Tree album by Amy Rigby.  And as I've said numerous times, the files downloaded from Apple are in protected, 128 kbps format now.  Most were in the new DRM-free spec, but there are hundreds of songs not yet upgraded, and iTunes fails to download them via iMatch.  I can't even play them from the cloud without getting error 8364.

  • by cclauset,

    cclauset cclauset Dec 2, 2011 9:41 AM in response to Rassilon
    Level 1 (1 points)
    Dec 2, 2011 9:41 AM in response to Rassilon

    I really don't want to belabor the point, but I think you are jumping to a conclusion as to the cause of the Unknown error (8364). It could be a local (account-level) issue whereby only your Apple ID has issues (re)downloading songs by Amy Rigby, Alan Parson Project, Christine Lavin, and many others. It could also be a global thing where these tracks, or records thereof, are corrupt and no one can (re)download these through iTunes Match. If it's the former (a local issue), then there are questions as to what caused the issue (was the data corrupted during collection or upload; or was the data corrupted during processing in iCloud)? If it's the latter, then it may simply be a matter of identifying which tracks need to be fixed (once) and making that change.

     

    I think it's the former (an individual iTunes Match account issue), and it should be relatively inexpensive to confirm by creating a new iTunes library and new Apple ID, purchasing one of the songs that exhibited the (8364) error for $0.99 to $1.29, subscribing to iTunes Match for $24.99, matching the song just purchased with iTunes Match, deleting the local file and then attempting to re-download it from iCloud. Alternately, if this is an issue related to having originally purchased these tracked pre-iTunes Plus (c.2007), finding someone else that purchased the same DRM-encumbered track, subscribing them to iTunes Match, matching the song, and deleting/redownloading it from iCloud. If either works, then it would more clearly indicate that this is a local data issue with our individual iTunes Match accounts.

  • by cclauset,

    cclauset cclauset Dec 2, 2011 9:50 AM in response to Rassilon
    Level 1 (1 points)
    Dec 2, 2011 9:50 AM in response to Rassilon

    FWIW, "Wait Till I Get You Home" on the Sugar Tree album by Amy Rigby doesn't exist in the iTunes Music Store (nor is it available through Amazon.com MP3 Store). It is available on the 18 Again - Anthology.

     

    But maybe this is one potential vector that causes the (8364) error… that is the album was once sold through iTMS but was removed (for whatever reason) and iTunes Match inadvertantly matched it when it shouldn't have. As it's no longer sold through iTMS, it can't provide an iTunes Plus version and throws the error?

  • by Mike Connelly,

    Mike Connelly Mike Connelly Dec 2, 2011 9:52 AM in response to Rassilon
    Level 4 (1,785 points)
    Dec 2, 2011 9:52 AM in response to Rassilon

    Thanks for the example, unfortunately that song isn't for sale in iTunes, could you find one that they are selling now that is downloading for you at 128?  Thanks.

  • by Rassilon,

    Rassilon Rassilon Dec 2, 2011 5:32 PM in response to Mike Connelly
    Level 1 (39 points)
    Dec 2, 2011 5:32 PM in response to Mike Connelly

    CCtauset is on the right track, though this isn't the only song. I have over 200 that claim to be purchased and matched, yet download at 128 kbps DRM'd.  Apple confirmed this issue earlier today.

     

     

    From: iTunes Store [mailto:msmac@apple.com]

    Sent: Friday, December 02, 2011 11:56 AM

    To: redacted

    Subject: RE: iTunes Store; Follow-up: 178339897

     

    Dear Rassilon,

     

    My name is James, and I am a Senior Advisor here with the iTunes Customer Support Team. I wish to thank you for contacting us and it will be my pleasure to assist you in any way that I possibly can.

     

    I totally understand your frustrations with this issue. It is clearly unresolved at this point and I know how maddening this must be.

     

    As for the songs that are still in the 128 bit format,you are correct as most likely they have not yet been upgraded. Unfortunately there isn't much we can do about that.

     

    As for iTunes Match and the error you are receiving, I have consulted with some other Advisors here and all I can come up with is, the issue is under investigation and the customer will have to keep checking back to the discussions for a resolution.

     

    I am sincerely sorry for this most unpleasant experience. With any luck at all the issue will be resolved as quickly as possible.

     

    Sincerely,

    James

  • by Mike Connelly,

    Mike Connelly Mike Connelly Dec 5, 2011 8:35 AM in response to Rassilon
    Level 4 (1,785 points)
    Dec 5, 2011 8:35 AM in response to Rassilon

    Could you give an example of a song/album that is having the issue that is available for sale in the iTunes store now?

  • by J.T.,

    J.T. J.T. Dec 5, 2011 1:25 PM in response to cclauset
    Level 2 (210 points)
    Dec 5, 2011 1:25 PM in response to cclauset

    FWIW, the three albums I am having trouble with are all still for sale in the iTMS but have been modifed from when I purchased them. Two now have a bonus track, one had a track that contained a hidden song split in two. I'm very tempted to by the bonus tracks individually and see what happens.

  • by J.T.,

    J.T. J.T. Dec 5, 2011 1:26 PM in response to cclauset
    Level 2 (210 points)
    Dec 5, 2011 1:26 PM in response to cclauset

    FWIW, the three albums I am having trouble with are all still for sale in the iTMS but have been modifed from when I purchased them. Two now have a bonus track, one had a track that contained a hidden song split in two. I'm very tempted to by the bonus tracks individually and see what happens.

  • by Mike Connelly,

    Mike Connelly Mike Connelly Dec 8, 2011 7:46 AM in response to Rassilon
    Level 4 (1,785 points)
    Dec 8, 2011 7:46 AM in response to Rassilon

    If someone cares to post a file that is still for sale in the iTunes store (on the same album) that they suspect is still at 128, I'd like to check it out.  And for the record I don't work for apple, I'm just curious about the issue.  Thanks.

  • by cclauset,

    cclauset cclauset Dec 12, 2011 9:40 AM in response to Mike Connelly
    Level 1 (1 points)
    Dec 12, 2011 9:40 AM in response to Mike Connelly

    @Mike: from Coldplay Parachutes:

    • Track 4: Sparks
    • Track 5: Yellow
    • Track 7: Parachutes

    To test I deleted ALL music from my iPhone, which was added to my iTunes Match account. I then started downloading songs from iCloud to my iPhone. The three tracks above silently fail on the iPhone whereas attempting to download them via iTunes on OS X results in the Unknown error (8364).

    As far as I can tell, this album is unchanged from when I originally purchased it. Also interesting is that track 4 does NOT show up in my Purchased song list, but I have the iTunes receipt for purchasing the entire album—but that's another issue all together.

     

    Message was edited by: cclauset

  • by Mike Connelly,

    Mike Connelly Mike Connelly Dec 12, 2011 10:19 AM in response to cclauset
    Level 4 (1,785 points)
    Dec 12, 2011 10:19 AM in response to cclauset

    Thanks for the info.  Just bought Sparks and it was 256 with no DRM and played fine.  Looks like it's a problem with Match or accounts and not a corrupt file on Apple's server.

  • by cclauset,

    cclauset cclauset Dec 12, 2011 10:29 AM in response to Mike Connelly
    Level 1 (1 points)
    Dec 12, 2011 10:29 AM in response to Mike Connelly

    You really didn't have to do that (buy the song), but it's what I suspected (that it's an iTunes Match issue and not an availability of the song in the correct format. Whether it's a local account or global iTunes Match issue is still an open question… What we need is other iTunes Match subscribers that also bought the song when it was DRM-encumbered; if they don't have issues downloading it from iCloud then it is definitely a local account issue.

  • by cclauset,

    cclauset cclauset Dec 12, 2011 3:25 PM in response to cclauset
    Level 1 (1 points)
    Dec 12, 2011 3:25 PM in response to cclauset

    Just a quick note that iTunes does NOT fix this (or it hasn't for several tracks that I've tested).

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