Kolton Mayberry

Q: Home Sharing - A Story of Struggle

Home Sharing is supposed to be simple.  You enable it on your iTunes account and you should be able to access your iTunes library on any other device you're logged into.  Except when it decides that isn't going to happen anymore.

 

I've used Home Sharing for months.  It's worked on my iPhone, iPad, iMac (2014), and Apple TV.  When I got a new iPhone, I tried to re-enabled Home Sharing on my Remote App, so I could use it with my Apple TV.  The error I received was "Home Sharing is currently unavailable. Please try again later."

 

I did some research, and all the documentation is telling me to go to iTunes, sign in with my iCloud account, and then go to File>Home Sharing>Turn on Home Sharing.  I did this, and when I do, it prompts me for my iCloud credentials a second time.  When I enter them, it accepts them then returns an error, "Home Sharing could not be activated because the Apple ID or password was incorrect."

 

That's the interesting part, if I actually type my credentials wrong, the box just gives me red text that says "Your login information was incorrect." .. So I know I'm typing it correctly when it takes it.  But it's still "wrong".  The error message is either incorrect, or it is another problem in the authentication path that isn't my actual username or password.

 

If I go to any other device and try to enable Home Sharing, I have similar results. 

 

So, I went to support.apple.com and put in a phone service request.  They called me right away and then asked me to choose some waiting music.  Then they hung up on me. 

 

So, I went back and tried to submit my ticket again and now it says "We could not complete your request because of an error.  Please try again later." and there is a string of what looks like Hex code under it.

 

I have a few lingering suspicions on what this could be and I'm going to try them, but I'm posting here to chronicle this situation and, if I figure it out or if I end up actually getting help, it'll be something that exists on the internet that other people might be able to find when they search for these errors.

Mac Pro 2.99 8-Core 16GB RAM / Macbook Pro, Mac OS X (10.5.2)

Posted on Sep 25, 2016 12:04 PM

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Q: Home Sharing - A Story of Struggle

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  • by Kolton Mayberry,

    Kolton Mayberry Kolton Mayberry Sep 27, 2016 6:15 AM in response to Jim McGowan
    Level 1 (16 points)
    iTunes
    Sep 27, 2016 6:15 AM in response to Jim McGowan

    Oh, and yeah I guess my Handoffs is another problem.  At least I know they're not related.  Thanks for checking on that for me.

  • by KDB987,

    KDB987 KDB987 Sep 27, 2016 6:48 AM in response to Kolton Mayberry
    Level 1 (4 points)
    Sep 27, 2016 6:48 AM in response to Kolton Mayberry

    I spent an hour with the support people in Ireland this morning. He was very helpful, took a lot of screen shots and forwarded the case to the Itunes engineering group. As with everyone else should hear in one or two days...

  • by jasonlively,

    jasonlively jasonlively Sep 27, 2016 6:51 AM in response to Kolton Mayberry
    Level 1 (4 points)
    Sep 27, 2016 6:51 AM in response to Kolton Mayberry

    I'm curious if this issue is just now happening to folks for the first time, or has it been an ongoing issue that you're only now noticing? For me, I only noticed it was a problem yesterday.

  • by sfxlxntn,

    sfxlxntn sfxlxntn Sep 27, 2016 7:48 AM in response to Kolton Mayberry
    Level 1 (4 points)
    Sep 27, 2016 7:48 AM in response to Kolton Mayberry

    I have a small addition not sure if it will help, I was monitoring what services were used when I tried to auth for home sharing.. it uses a private framework called AKD which I think is something to do with apple secure tokens, if I log in with the a working apple id it seams to get different response, its almost like its not getting the secure token to auth home sharing, from an apple ID that has previously been used for home sharing.

  • by sfxlxntn,

    sfxlxntn sfxlxntn Sep 27, 2016 7:50 AM in response to sfxlxntn
    Level 1 (4 points)
    Sep 27, 2016 7:50 AM in response to sfxlxntn

    Which is why it says the apple ID creds are incorrect

  • by Kolton Mayberry,

    Kolton Mayberry Kolton Mayberry Sep 27, 2016 7:59 AM in response to sfxlxntn
    Level 1 (16 points)
    iTunes
    Sep 27, 2016 7:59 AM in response to sfxlxntn

    That's really helpful! Thanks for doing that analysis. I might direct our Apple rep to his thread when I call on Thursday so they can see the progress everyone's had.

  • by jlgenaw0522,

    jlgenaw0522 jlgenaw0522 Sep 27, 2016 11:47 AM in response to Kolton Mayberry
    Level 1 (4 points)
    Sep 27, 2016 11:47 AM in response to Kolton Mayberry

    Thank you for making it your mission to look into this annoying issue. Ever since I got my Apple TV, just over a year ago, I have found it annoying that Apple TV wouldn't stay connected to my  iTunes library. Every other day I have to turn off/then turn back on home sharing to get my Apple TV to let me access the library. Now I am having the same issue as other users where it tells me my Apple ID/password are incorrect. I have tried many of the same things as other users to no avail. This really *****.

  • by sfxlx,

    sfxlx sfxlx Sep 27, 2016 1:43 PM in response to jlgenaw0522
    Level 1 (4 points)
    Sep 27, 2016 1:43 PM in response to jlgenaw0522

    On a side note, the remote app doesn’t accept ANY id working or no working

  • by gmbmke,

    gmbmke gmbmke Sep 29, 2016 4:31 AM in response to Kolton Mayberry
    Level 1 (4 points)
    Sep 29, 2016 4:31 AM in response to Kolton Mayberry

    I am experiencing the same frustration.  After changing my AppleID password and re-installing Sierra I am unable to turn on home sharing on my Mac, AppleTV and mobile devices.  In iTunes on the Mac I get "Home Sharing could not be activated because the Apple ID or password was incorrect."  On my mobile devices I get "Unable to turn on Home Sharing."  I know I entered my AppleID information correctly.  If I enter the password incorrectly I get a totally different error message in red.  I tried de-authorizing my Mac, logging in and out of iTunes, resetting my router and using a different network, but nothing has helped.  I am able to turn on Home Sharing using my wife's AppleID on my mobile devices just fine which would seem to indicate that the devices and network are working just fine.  I anxiously await a solution.

  • by drjamison,

    drjamison drjamison Sep 29, 2016 6:16 AM in response to Kolton Mayberry
    Level 1 (4 points)
    iTunes
    Sep 29, 2016 6:16 AM in response to Kolton Mayberry

    Yes, I have the exact same problem, and think you are absolutely correct about the Home Share object. Mine started after changing mt Apple ID, so what you say is true!

  • by Jim McGowan,

    Jim McGowan Jim McGowan Sep 29, 2016 7:23 AM in response to drjamison
    Level 2 (184 points)
    iTunes
    Sep 29, 2016 7:23 AM in response to drjamison

    drjamison and gmbmke - Have you guys called Apple Support?  If not I would encourage you too.  No doubt you will get the same result as the rest of us (case passed on to the engineering group), but the more reports that the engineering group get, the more likely they are to prioritise this problem and get it fixed.

  • by drjamison,

    drjamison drjamison Sep 29, 2016 8:51 AM in response to Jim McGowan
    Level 1 (4 points)
    iTunes
    Sep 29, 2016 8:51 AM in response to Jim McGowan

    Yes I have called support. After some time trying everything everyone else has tried, including screwing more with my router and destroying my Apple ID a couple of times, it was sent to engineering also. They said maybe an answer up by Tuesday for me, but they weren't sounding very hopeful. Hoping you will get the answer first.

  • by Rawlo,

    Rawlo Rawlo Sep 30, 2016 4:49 AM in response to Kolton Mayberry
    Level 1 (4 points)
    Sep 30, 2016 4:49 AM in response to Kolton Mayberry

    Same issue on mine today Kolton. Turned off home sharing then turned it on and keeps asking for passwords even though the password is correct. Was on to T2 for an hour and no luck either. Very frustrating. They tried all the ones you said before and nothing. Good luck finding an answer

  • by Nealf,

    Nealf Nealf Sep 30, 2016 5:42 AM in response to Kolton Mayberry
    Level 1 (62 points)
    Mac OS X
    Sep 30, 2016 5:42 AM in response to Kolton Mayberry

    I, too, have the same problem. I tried all the suggestions in this thread except disabling two-factor authentication. I did also did reset the iTunes cache.  iTunes > preferences > advanced > reset cache.  However, that did not help either.Reset cache itunes.png

  • by Kolton Mayberry,

    Kolton Mayberry Kolton Mayberry Sep 30, 2016 8:32 AM in response to Nealf
    Level 1 (16 points)
    iTunes
    Sep 30, 2016 8:32 AM in response to Nealf

    Hi everyone, thanks for your replies.

     

    I got back on with Apple Support yesterday for my Continuity issue (I mentioned it before, doesn't seem to be related) and mentioned it to them again.  We didn't fix it for me, but they did mention to check if your Firewall is on.  There are some suggestions that the local network might have something to do with Home Sharing (like it's not allowing permission to access the home share so it returns an error and the error is wrong with its description).  Didn't work for me, but I thought I'd mention it just in case.

     

    I did notice something interesting when looking at those settings that Nealf posted in his screenshot.  If you click on the "Sharing" tab under iTunes > Preferences my preferences tell me "Status: On, no users connected" under the "Share my library on my local network" section.  I've unchecked and rechecked this box, doesn't change the status. Also doesn't change the outcome of the problem.  But that it remains "On" seems odd to me.  Perhaps that has something to do with it?  Maybe it's stuck in an "On" position and so it can't be toggled? 

     

    Screen Shot 2016-09-30 at 11.29.36 AM.png

     

     

    Today is Friday, and the day they said Engineering would get back to me 'at the latest', so we'll see.  If not, I'll call back tomorrow morning and see if there are/were any updates.  I did direct them towards this discussion as well, so hopefully our talks here will have helped. 

     

    At this point, I've modified everything I can think of on every layer.  Physical, network, account, etc.  To me it still all points to one of two scenarios:  1) There's a Home Share that's not being updated with refreshed account information.  2) There's an account option, flag, or setting that isn't being properly accessed or updated related to Home Sharing that is causing it to fail.

     

    Good luck everyone, I'll update again when I hear from Apple.

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