NolaOrlando
Level 1 (4 points)
Apple Music

Q: Downloaded Music and Playlists Keep Disappearing

Multiple times over the past year I have had my entire downloaded music library disappear from my phone (6S). Today, I was listening to my downloaded playlists in the car on the way to work, and then continued listening in my office. I closed out of Apple Music when I went to lunch and when I returned and went to listen again, nothing was there! I am now at the Loading Playlists screen. Why does this keep happening?! It is not connected to my computer. It does not sync with any other device. This should be old hat for Apple by now. What gives?!

iPhone 6s, iOS 9.3.4

Posted on Aug 22, 2016 12:21 PM

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NolaOrlando

Q: Downloaded Music and Playlists Keep Disappearing

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  • by SnickZ.,

    SnickZ. SnickZ. Aug 23, 2016 1:34 PM in response to NolaOrlando
    Community Specialists
    Aug 23, 2016 1:34 PM in response to NolaOrlando

    Thanks for joining Apple Support Communities, NolaOrlando!

    I use Apple Music on my iPhone as well. It appears that your iPhone 6s is up-to-date on iOS 9.3.4 but you lost your iCloud Music Library at some point. I'll be glad to help.

    Let's install a fresh copy of the iOS on your iPhone to see if that helps. This will also mean having to download the music you'd like to be able to play while offline. The steps on this process are listed below.

    1. How to back up your iPhone, iPad, and iPod touch -- This process completely wipes your iPhone hard drive so I highly recommend having a fresh backup to protect your information. Using your iPhone's settings to erase only removes your personal information.

    2. Use iTunes on your Mac or PC to restore your iPhone, iPad, or iPod to factory settings -- For the first time through, set up your iPhone as a new iPhone but sign into iTunes & App Store and iCloud as normal. Then sync your information to your phone using iTunes and iCloud. You can also download music for playing offline at this time as well. Test for a bit and if everything seems to be working as it should, continue to the next step.

    3. Restore your iPhone, iPad, or iPod touch from a backup -- This article shows you how to put your personal information back on your phone.

     

    Happy listening!