can't play protected AAC files

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Level 1

13 points

can't play protected AAC files

At some point I upgraded to a newer version of iTunes. I don't use iTunes all the time so I didn't notice this issue right away. I also at some point had to change my Apple ID to the name@ format from name only. Now I can't play over 700 purchased before April 2009 protected AAC files. I tried iTunes match, but it doesn't recognize any of the over 700 songs either. I get a message asking me to enter my password for my name only (no @) user id and get a message that the computer is authorized, but it still won't play the songs.

I went to the iTunes store and none of the 700 songs appears in the purchase history that I can see. However, when I opened up one of the albums I had play radio buttons for each song instead of prices for each one on the right side. I had the option to buy the album and I was able to use my password and get all the way to confirming the purchase before I cancelled so it appears that the account is there and that the album is recognized as being already purchased by me.

I am open to any suggestions for recovering these 700 songs. I really don't want to spend a lot of money buying them again.

Windows 8

Posted on Aug 14, 2016 10:46 AM

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Answer 1

turingtest2

Level 10

278,297 points

Aug 14, 2016 11:19 AM in response to HislonV

Try Download your past purchases - Apple Support. Downloading your past purchases may deliver them with updated Apple ID information.

tt2

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Answer 2

HislonV Author

Level 1

13 points

Aug 14, 2016 11:41 AM in response to turingtest2

Already tried that, but none of the purchases for these 700 songs are showing up there. There seems to be some sort of disconnect between the user names even though it looks correct.

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Answer 3

turingtest2

Level 10

278,297 points

Aug 14, 2016 11:49 AM in response to HislonV

Use the Report a Problem site to open a dialog with iTunes support. Pick the most recent item just to get started and then explain the issue.

tt2

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Answer 4

HislonV Author

Level 1

13 points

Aug 14, 2016 10:16 PM in response to turingtest2

OK. I have been around computers since the 70's. I can't find ANYTHING on that page to successfully contact someone about this problem. I don't have a most recent purchase in the last 90 days and I don't intend to make one at this point.

I have an issue with the software not recognizing the security codes. I can see most of the songs I have checked so far in the store and it recognizes that I have purchased them, but the purchases list does not show any of the protected files as being purchased.

Needless to say, I am getting really ****** off at the run around from Apple. Nobody seems to be able to actually point me to a place to actually get help. You all think that you are doing that, but you fail to recognize the actual information your stupid website is asking for that does not exist, like a serial number, and so I can't get beyond that point or I get thrown into an endless goto loop that brings me eventually back to where I started.

Once again, PLEASE point me to an exact webpage or forward this thread to someone who is capable of figuring out this problem with the iTunes software on my PC. And for the record, I can see tunes that were last played in December 2015, so this isn't because I have a newer machine. It was working fine 8 months ago.

Thank You in advance.

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Answer 5

turingtest2

Level 10

278,297 points

Aug 15, 2016 1:37 AM in response to HislonV

For the avoidance of doubt this is a user to user support forum. I think I misunderstood the issue the first time around. I was focusing on the username issue rather than the fact that you already have copies of the files that won't play, but they used to. Try If iTunes prompts you to authorize your computer when you try to play iTunes Store purchases - Apple Support. If that doesn't fix it use the contact support link at the bottom of that page. Phone support is limited to those with a recent purchase or AppleCare, but it should be possible to get to a web form where you can start an email dialog with iTunes Store support without needing a serial number. I don't have a direct link.

tt2

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Answer 6

HislonV Author

Level 1

13 points

Aug 15, 2016 5:59 PM in response to turingtest2

Thanks for that link. I tried everything in that thread, but nothing changes. In case anyone else reads this with a similar issue, I have over 700 tunes purchased before April 2009 that say they were purchased with the same apple ID I am using. They do not show up in the purchased music tab and they do not show up in the purchased music lists in the iTunes store. They were transferred into the current computer and worked fine until about Dec 2015.

Thanks again for the help. If I get it figured out I will try to post what it took to fix this issue for others.

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Answer 7

turingtest2

Level 10

278,297 points

Aug 16, 2016 6:11 AM in response to HislonV

Try https://getsupport.apple.com and then click the following links in turn:

See all products and services (scroll down)

iTunes & Apple Music

iTunes Player

Library & Content Management

Content not playing as expected

This should get you to a page where you can schedule a call with Apple Support to discuss this issue.

tt2

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