LividWithYouTurkeys
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Q: Apple Music deleting downloads TWICE, presenting error message when trying to play songs and crashing!!

Okay; So I purchased an iPhone 6s merely a month ago, using iOS 9.2 and free trial subscription to Apple Music. I have no wifi so when I first got my phone I downloaded about 4 gig of music using mobile data. one day, within a few weeks, all of my songs were no longer available offline. So I went to a friend's with wifi after going through **** with Apple and getting no answers but 'it will be fixed with the software upgrade'. Downloaded all of my own music AGAIN after updating software. No problems until about 3 days ago when I tried to listen to a song and was presented with an ERROR message saying underneath 'to delete this song from your phone, go to settings..' etc. Happened for every song I tried to play. So I deleted all songs off the phone, tried to get them back off iCloud, would not work. Library empty. So I called Apple, explained to 3 people on a 2 hr long call. Was asked to reset all settings which I did, managed to get library back but nothing was available offline anymore! Tried to download one song back, and after a little while the download screen ended up looking like this: image.jpeg

There was no option to even cancel the download. I sent the photo to Apple after trying hopelessly to describe it and was met with the reply that they had never seen it before and had no idea what was happening. I have since managed to get that screen to go away after restarting app  multiple times but now cannot download a SINGLE SONG back to my phone!! The download symbol stops once it's full, but does not go away and the option to cancel all downloads is also gone! This screen is now stuck and I can't even get it to go away when restarting the app.

 

I am wondering if ANYONE else at all has experienced these issues? I am, according  to Apple support,  the ONLY person who had presented to them with these bizarre problems. Surely there must be others! I know a lot of people have had their songs deleted/made unavailable offline once they have been downloaded, but the other problems are seemingly unique to me...

 

Also experienced problems with songs skipping to next track halfway through or pausing/stopping when I am doing other things like browsing the net even though I am sure to not have too many apps open at once. I am paying a fortune for this phone and this service and am absolutely furious that I have had so many issues with this app in such a small space of time and that no one seems to be able to do a thing about it. i was also directed to the Apple legal page in hopes of writing them a letter and possibly getting them to admit fault so I can get my data back from Optus (yeah, good luck, I know..) but the legal page just sends me in circles, directing me to Apple Support. I am getting nowhere with this, if anyone thinks they can help or are having the same problems please do tell!

 

Thankyou!

iPhone 6s, iOS 9.2

Posted on Jan 23, 2016 11:06 PM

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LividWithYouTurkeys

Q: Apple Music deleting downloads TWICE, presenting error message when trying to play songs and crashing!!

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  • by sterling r,

    sterling r sterling r Jan 25, 2016 9:19 AM in response to LividWithYouTurkeys
    Community Specialists
    Jan 25, 2016 9:19 AM in response to LividWithYouTurkeys

    Hi there,

     

    It sounds like your Music app and iTunes Store apps aren't working correctly and causing you to lose downloaded media, as well as causing massive playback issues. I can certainly see how that would be frustrating especially on a new device. It does strike me as a software issue we should be able to resolve here, so I would start with quitting the Music, iTunes Store, and Settings apps in the phone:

     

    Force an app to close in iOS

    1. Press the Home button two times quickly. You'll see small previews of your recently used apps.
    2. Swipe left to find the app you want to close.
    3. Swipe up on the app's preview to close it.

     
    When you have done that restart the device and test the issue again and see if it retains the media for a while and plays like it should. This process should refresh the application data and launch them anew:

    iOS: Turning off and on (restarting) and resetting
     
    If the issue persists, backup your device to iTunes, then restore it as new and verify that it works. 
     
    How to erase your iOS device and then set it up as a new device or restore it from backups

    If it does, then restore your backup to either verify it still works and the software just needed reinstalled, or isolate the issue to the backup file itself. Thank you for using Apple Support Communities, let us know how that goes!