Arctic_Red

Q: All Apple Music Songs are Gone from iTunes playlists after update

After yesterdays iTunes 12.5.1 update, all of our Apple music songs we had added to playlists disappeared....and of course this happened across all 6 of our registered family devices and computers.  I was able to restore our iTunes Library.itl file with the previous days file from our Time Capsule. After restarting iTunes the songs briefly appeared and then just as quickly deleted again.  I did the same process and before opening iTunes again I disconnected the internet and the songs stayed...although they were greyed out.  As soon as I reconnected the internet the Apple music songs all vanished from all playlists.  The only ones that remained were ones that we had downloaded to our account for offline listening.  Anyone else? Hopefully this is fixed ASAP!

Posted on Sep 14, 2016 9:38 PM

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Q: All Apple Music Songs are Gone from iTunes playlists after update

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  • by jameson.h,

    jameson.h jameson.h Sep 15, 2016 4:34 PM in response to Arctic_Red
    Community Specialists
    Sep 15, 2016 4:34 PM in response to Arctic_Red

    Hi Arctic_Red,
     

    Thank you for participating in the Apple Support Communities.
     

    It sounds like songs you added to your iTunes libraries from Apple Music disappeared after updating iTunes. We can look into this with you.
     

    First, check to make sure that iCloud Music Library is enabled in iTunes--Turn on iCloud Music Library.
     

    If iCloud Music Library was off, try restoring your iTunes library file again after enabling it in iTunes preferences. 
     

    All the best. 

  • by Arctic_Red,

    Arctic_Red Arctic_Red Sep 15, 2016 7:07 PM in response to jameson.h
    Level 1 (6 points)
    iTunes
    Sep 15, 2016 7:07 PM in response to jameson.h

    Thanks for the reply jameson.h 

     

    Yes, iCloud Music Library was enabled in iTunes and on our iOS devices.  Somehow iTunes and Apple music aren't playing well together after this update. We had the initial problem after install, that many seemed to have, where iTunes was timing out trying to connect to iCoud music library. Any other suggestions would be greatly appreciated.  Thanks kindly

  • by jeremy_v,

    jeremy_v jeremy_v Sep 19, 2016 8:05 AM in response to Arctic_Red
    Community Specialists
    Sep 19, 2016 8:05 AM in response to Arctic_Red

    Thank you for replying with more information.
     

    Due to the nature of the issue with iTunes and Apple Music, we'd recommend reaching out to AppleCare using one of the methods at https://getsupport.apple.com/GetproductgroupList.action
     

    Sincerely. 

  • by aribadgers,

    aribadgers aribadgers Sep 20, 2016 1:26 PM in response to Arctic_Red
    Level 1 (4 points)
    iTunes
    Sep 20, 2016 1:26 PM in response to Arctic_Red

    Same exact problem except mine did not happen with the update. It just happened yesterday! I talked to apple support for couple of hours yesterday and they were as surprised as me. We tried the time machine and brought back the files and .itl but it disappears 30 seconds after itunes connects to iclouds. They referred me to Eng. team but no response yet.

  • by Arctic_Red,

    Arctic_Red Arctic_Red Sep 20, 2016 1:40 PM in response to aribadgers
    Level 1 (6 points)
    iTunes
    Sep 20, 2016 1:40 PM in response to aribadgers

    Ya, this is a serious bummer.  I too talked to Apple support yesterday and even ended up talking to a senior advisor, but he also had no solutions to our problems.  It would be nice if iCloud also had some form of Time Machine that could be recovered.  If it helps, try the method I did by recovering the older .itl file.....then disconnect your internet from your computer completely before reopening iTunes.  You will then at least have time to take screen shots of your old playlists so you can manually add them back...I know this solution kinda *****...but at least we were able to see all the songs we had previously added to playlists.  Let me know if you find out a better solution.  Cheers

  • by aribadgers,

    aribadgers aribadgers Sep 20, 2016 1:49 PM in response to Arctic_Red
    Level 1 (4 points)
    iTunes
    Sep 20, 2016 1:49 PM in response to Arctic_Red

    Exactly! I was asking for the exact same thing to bring back my icloud a day ago. Maybe eng. team provides that option if they ever get back back to me. I will keep you updated. I actually copied the apple music files to Desktop and tried to create new playlists with them but it was unsuccessful. I have hundreds of playlists and this affected all of them but only the songs that were added through apple music (the mp3s that I owned are still there intact). Still it will take days for me to undo the damage, and there is no guarantee it won't happen again. And it does not matter if I backup, because icloud will freaking override my backup, grrrrrrr.

  • by aribadgers,

    aribadgers aribadgers Sep 23, 2016 12:01 PM in response to Arctic_Red
    Level 1 (4 points)
    iTunes
    Sep 23, 2016 12:01 PM in response to Arctic_Red

    Good news Arctic_Red! With the help of eng. teams and the senior advisor I was able to bring back the playlists. Basically they told me how to reset my icloud. Hopefully this trick works for you to:

    First you need to disconnect from icloud and internet. You need to bring back your itl (and probably music files) from time machine or previous library folder at the time it was correct. Then connect back to internet and then connect to icloud (preferences -> iCloud Music Library) while HOLDING DOWN THE OPTION KEY and press ok while you are still holding down the option key. That will do the reset to current status of your itunes. You will notice your library info will be uploaded to icloud on the upper right corner and it actually took an hour for me for a complete upload.

  • by Arctic_Red,

    Arctic_Red Arctic_Red Sep 25, 2016 6:07 PM in response to aribadgers
    Level 1 (6 points)
    iTunes
    Sep 25, 2016 6:07 PM in response to aribadgers

    Thanks for the update! Glad to hear you were able to recover all of your playlists.  My daughters ended up rebuilding the playlists manually from the screen shots I'd taken. Glad it was them and not me..lol.  Greatly appreciated, let's hope this doesn't happen again. Cheers.

  • by aribadgers,

    aribadgers aribadgers Sep 25, 2016 6:20 PM in response to Arctic_Red
    Level 1 (4 points)
    iTunes
    Sep 25, 2016 6:20 PM in response to Arctic_Red

    Good thing your daughter made the playlists because the fix was temporary. An hour later, and the playlists were gone again! I started doing the manual process as well. But I have a hunch what may have caused the problem. I noticed all but six of my apple music songs had a date added "12/31/69" which looks like a bug. Those six songs stays in the playlists and the rest are gone. So my guess is that the bug is fixed recently but because of that date, iCloud assumes he has a new version of the playlist.