Sunday, February 23, 2014 04:45 PM
Duration: 0 seconds
Andrew:
Thanks for contacting AppleCare chat support. My name is Andrew. Please give me a moment to look over your information.
Andrew:
Hello Tim, how are you doing today?
Tim:
I'm having a problem see: https://discussions.apple.com/thread/5908933?tstart=0
Andrew:
I see here your having issues with Genius or Genius Mixes not playing on Apple tv, correct?
Tim:
Yes, the Genius Mixes are all blank on my iphone.
Tim:
Other people are having the same problem. See the link I sent and the photo.
Andrew:
I did see that thank you, are your Genius Mixes working on iTunes on the computer?
Tim:
Yes
Andrew:
How often do you normally sync your iPhone to the computer?
Tim:
I have just synced it.
Andrew:
Oh ok, now do you have set to sync your entire iTunes music library or just playlist?
Tim:
No idea. How do I check that please?
Andrew:
Are you currently on the Summary tab of the iPhone? The way to tell is if there is a photo of the iPhone on the top left.
Tim:
Yes
Andrew:
Great, scroll to the bottom of that page. There you will see Options and lots of check mark boxes. What boxes do you have checked?
Tim:
Automatically sync when this phone is connected. Sync only ticked songs and videos. Manually manage videos.
Andrew:
Oh ok, now at the top there is a Music tab click on that so it gets highlighted.
Tim:
ok
Andrew:
Once there on the left hand side do you see the Genius Mixes?
Tim:
Yes
Tim:
In the Playlists tab.
Andrew:
What we can try is first dragging and dropping the Mix to the iPhone under Devices on the left hand side. If not try and drag and drop the mixes to the music tab.
Tim:
I cannot drag the mixes anywhere.
Tim:
I can drag them around the screen, but cannot drop them into my iPhone.
Andrew:
Ok, if it won’t let us do that we have to sync selected playlists, artists, and genres, as well as selected Genius playlists and Genius Mixes. Do you see that option under the Music tab?
Tim:
Hold on
Andrew:
Check Sync Music, and then choose "Selected playlists, artists, and genres." Under Playlists, select the Genius playlists and Genius Mixes you want. Click Apply.
Tim:
I don't see that option. I am looking at the Music tab screen. I see 'itunes Match is on' I have the option to sync voice memos, but nothing else.
Andrew:
Can you turn of the iTunes Match and see if it shows up.
Tim:
I've just turned off itunes match and itunes has stopped responding.
Andrew:
Go ahead and close iTunes and start it back up.
Tim:
It's now deleting Genius results.
Tim:
All my itunes match songs have disappeared from itunes.
Andrew:
Ok, you can turn iTunes match back on.
Tim:
ok, it's gathering information....
Tim:
It's done.
Tim:
All my itunes match music is back.
Andrew:
Now can you restart your iPhone by holding down the Power button and sliding to power down.
Andrew:
Once it is back up go to Music>Genius and towards the top left do you see a cloud with an arrow pointing down?
Tim:
ok booting up iphone
Tim:
There is no cloud in th top left of the Genius screen on my iphone
Tim:
Also, there's now no album art on itunes on my pc
Andrew:
It may take a little to download all the photos. Give me a little to check what is going on.
Tim:
ok
Andrew:
Thank you
Tim:
Still no album art at all on the pc....
Tim:
Genius results being delivered.
Andrew:
Are they starting to show up on the iPhone?
Tim:
No. itunes is not responding...
Andrew:
You can close iTunes and restart it once more.
Tim:
Restarted itunes. No Genius mixes and no album art.
Tim:
Album art starting to come through. No Genius Mixes.
Tim:
Running Genius again....
Tim:
Waiting for Genius results...
Andrew:
Thank you for the information and for you patience, I have my senior advisor on the chat. Is it ok if i transfer you over to them?
Tim:
OK
David:
Thanks for contacting AppleCare chat support. My name is David. Please give me a moment to look over your information.
Tim:
OK, thanks.
David:
Hey there Tim. I see here that your Genius playlists were not syncing over to your iPhone. You’re also using iTunes Match. Is that correct?
Tim:
Genius results being delivered on itunes on pc....
Tim:
All Genius Mixes still blank on iPhone...
Tim:
Yes, that's correct.
David:
Thanks for getting me up to speed Tim. As some one who has a very long commute to work, I know how important music can be. I’m glad I get a chance to chat with you about this.
David:
You currently have iTunes Match turned on again on the computer right? I know we had turned it off for troubleshooting.
Tim:
Genius mixes now showing on itunes on pc, but not on iPhone. Itunes match is turned on on the pc and iphone.
David:
Very good. Thanks for helping us to document this issue. I’d like to find out a bit more detailed info. It may however be necessary to get you in touch with a Senior Advisor like myself by phone so they can work with you and our engineers to get this resolved.
David:
Andrew was saying we had turned iTunes Match off and back on, on the computer. Did we also turn it off and then on again on the iPhone?
Tim:
No, only on the pc
David:
We should do that on the iPhone as well. On the iPhone, I’d like you to go to Settings > iTunes & App Store. There I’d like you to turn off iTunes Match and then turn it on again.
Tim:
ok done that
David:
Great! Give it just a few moments and then check your Genius mixes again.
Tim:
'No Content' on iphone itunes now. Guess it's refreshing....
David:
That is likely. You have wi-fi access for the iPhone right now?
Tim:
yes
David:
Very good. Lets give it a few more moments to update from iTunes Match.
Tim:
No content yet...
Tim:
Ok, content coming through.
David:
Nice!
David:
This should force it to do a double check and find those Genius playlists.
Tim:
Hang on, only itunes purchased music showing at the moment....
David:
That music comes back first because it’s easiest. It doesn’t even have to download it.
Tim:
OK, doesn't seem to be doing anything. I'll wait a while longer....
David:
This non iTunes purchased music is music you do see in your iTunes library on the computer?
Tim:
yes
David:
Thats good. If it takes much longer for it to come over, we have a few things we can do together.
Tim:
still nothing....
David:
Lets go ahead and restart the iPhone. To do that, I’d like you to hold the sleep/wake button on the top of the phone until it says “slide to power off.” Once you slide it and it looks to be totally turned off. Hold the button again until you see the white Apple Logo.
Tim:
ok
Tim:
rebooting
David:
Very good.
Tim:
it's back
Tim:
Clicked to trust this computer
David:
Yep!
Tim:
Syncing
Tim:
Loading itunes match on iphone
David:
When you have iTunes Match turned on, your music no longer syncs with the cable. Only apps and other media will sync that way.
Tim:
This will take a while. I've got 23000 tracks...
David:
Ok, no problem. How about your playlists? Have those synced yet?
Tim:
no
David:
Did any playlists sync, even non Genius ones?
Tim:
Still loading itunes match
Tim:
No playlists synced
David:
It’s possible that just hasn’t loaded over yet but I have a few more things we can try.
David:
The computer you have iTunes on, is it a Mac or Windows computer?
Tim:
I think you'r right. It is still loading itunes match on every screen.
Tim:
It's a Windows pc
Tim:
The thin blue line is loading up...
David:
Very good. in iTunes on the computer do you see the menu bar? It’s some times hidden by Windows, so it’s ok if you don’t see it. It says File, Edit, View, Controls, Store, Help
Tim:
Yes
David:
Great! I’d like you to click on Store > Update Genius.
Tim:
Ok, done that.
David:
Perfect! Now I’d like you to click on Store > Update iTunes Match.
Tim:
It's greyed out
David:
That probably means iTunes Match is still updating.
David:
It says Turn off iTunes Mach just above it, right?
David:
We don’t want to turn it off though.
Tim:
It says turn off itunes match above it. That is also greyed out.
Tim:
Delivering genius results on pc
David:
Oh, it’s still on that. That explains it.
David:
Genius is still updating.
Tim:
Genius mixes showing on pc, but not on iphone.
Tim:
Update itunes match now not greyed out.
David:
We should click on that now.
Tim:
Done that.
David:
This part will take some time. What I would like to do is have some one call you back to check on the status of this.
Tim:
Sending information to Apple.
Tim:
OK, thanks.
David:
This will give iTunes Match on the computer and on the iPhone time to update.
David:
What number would I have them call you on?
xxxxxxxxxxxx
Tim:
Shall I disconnect my iPhone from the pc?
David:
You don’t need to keep it connected to the computer but you might want to keep it plugged in as it will need internet access for a while and that could use a lot of battery. Looks like the next available call would be tomorrow at 8:00am. The last call tomorrow would be 6:45pm. What time in there works for you?
Tim:
6.45pm will be fine, thanks.
David:
We’re all set up Tim. A Senior Advisor like myself will call tomorrow evening at 6:45pm. I would like to go over our chat session today. I understand that you were chatting in today regarding your Genius mixes not syncing over iTunes Match. We decided to toggle iTunes Mach off and then on, on the iPhone, restart the iPhone and also update Genius and iTunes Match on the computer. We also have a Senior Advisor setup to call you to get this resolved. Are you satisfied with your overall chat experience today?
Tim:
Yes, thank you.
David:
It’s been a pleasure Tim. Your case number for this chat is: xxxxxxxxx. If there is nothing else I can help you with at this time, feel free to click "End Chat" in the bottom of this window and thank you again for contacting Apple!
Tim:
Will I be sent a transcript?
David:
I can definitely do that! Whats the best email to use?
