music library playlists not loading

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Customer

music library playlists not loading

Last updated
Ramy De Jesus
Technician

Hello and welcome to ExpertHelp.com! My name is Ramy De Jesus and I'm going to do everything in my power to answer your question to your full satisfaction!

Before we get started, I want to remind you ExpertHelp.com is an independent professional support company. We are not associated with nor are we paid to provide support on their behalf. However, we have helped hundreds of customers with similar questions and believe we can help you too. OK, let’s get started! :)

I’m available to chat now. Please let me know that you are ready by posting a response. I’ll leave my chat session open for the next 15 minutes or so and wait for your reply. If I don’t catch you this time, please respond with a few times (including your timezone) that work best for you and we can connect then.

Last updated
Ramy De Jesus
Technician

Hi Ellie!

Thank you foe choosing ExpertHelp LLC. First may I know what app or device you are using to load your Music Playlist? And when this issue occured? And what are the troubleshooting steps you already done? When you're ready, please type your responses on this page and then click on the Blue Send Response button to post your response. I will be standing by for your response.

Posted
Customer

hello, I hope you are still there!  I'm using my macbook pro but my music library is on an external hard drive.  The software is Apple Music, version 1.2.3.56    I've had lengthy conversations with Apple with no results.   I have playlists from many years and they work on my ipad and iphone.  I used to be able to double click on a play list on my computer and the playlist would start playing.  This doesn't work. Also, if a click on one song when it finished, it doesn't continue to the next song. 

Posted
Customer

I don't see my response.  Did you receive it?

Posted
Customer

oh, now I see it.

 

Posted
Customer

Am I still getting help here?

 

Posted
Ramy De Jesus
Technician

Hi Ellie!

Sorry for the late reply. If this the case have you tried turn the sync library off and turn it back on again? If not here are the steps.

  1. Open the Apple Music app.
  2. From the menu bar at the top of your screen, choose Music > Preferences.
  3. Go to the General tab and select Sync Library to turn it off.
  4. Then Turn it on again.

Please advise me if this helps. I will be standing by for your response.

Posted
Ramy De Jesus
Technician

Hi Ellie,

I would like to follow up if your issue is already resolved or you still needs further assistance. I will leave this page open and will wait for your response. If I don’t catch you this time, please respond with a few times (including your timezone) that work best for you and we can connect then.

Regards,

Ramy De Jesus

 

Posted
Customer

there is no "sync library" under General tab

Posted
Customer

I'm in Los Angeles

 

Posted
Customer

My music library seems to be called ITUNES still.  It is located on an external hard drive.  I have not done any syncing recently.

Posted
Customer

I need to have any idea when you will be writing to me since I can't just sit at the computer.  I need to go now for 10 minutes but can be back.  It's 7:53 in Los Angeles.  Where are you located?  When can we both be here at the same time i HOpe?

Posted
Customer

If we are on totally diferent time zones then maybe someone else in my time zone can help me? In the past this was very fast and efficient.

Posted
Customer

here we go again.  no response because we are in different parts of the world maybe?  This doesn't work for me.  What should we do?

 

Posted
Ramy De Jesus
Technician

Hi Ellie,

Please try the following steps provided below.

By default, your iTunes Media folder is in your iTunes folder. To find it, go to User > Music > iTunes > iTunes Media.

If you don't see your iTunes Media folder in the above location, here's how to find it:

  1. Open iTunes.
  2. From the menu bar at the top of the iTunes window, choose Edit > Preferences.
  3. Click the Advanced tab.
    Advanced Preferences screen showing iTunes Media folder location
  4. Look in the box under "iTunes Media folder location" for the location of your iTunes Media folder.

If this will not work please advise me when will be the best time to call you so we can schedule a call back and the best number to reach you.

 

 

Posted
Customer

the image you have looks nothing like what I have under preferences.   I'm trying to send you images.  PLEASE tell me what time zone you are in. and when we can actually be here at the same time?  like made a date?

Posted
Customer

doesn't look like what I just sent worked.   Your images look nothing like my preferences in my music application.  Can we actually make a date to talk at a specific time??

Posted
Customer

My application is not called ITUNES.  It is Apple Music.

Posted
Customer

I'm going to eat dinner.  Maybe we can make an actual plan to talk about this.  this system is really not working for me.

Posted
Ramy De Jesus
Technician

Hi Ellie,

Please advise me when can we schedule a call back so I can call you. Just provide me the date and time to call you. And also if we can do a remote access to your computer so we can see or resolve the issue. I will leave this page open and will wait for your response.

Regards,

Ramy De Jesus

Posted
Customer

Thank you so much.  How about either today around 4 (los angeles time), or tomorrow, any time from 7 -12.  I'm leaving now, but will check this when I get back.   Thanks again.  I should tell you that in my desperation I created a new music library, but of course it has no playlists so if you can resolve my library that has those, it would be wonderful.   

Posted
Customer

the tomorrow times are morning, by the way. 7 am. - noon.

Posted
Ramy De Jesus
Technician

Hi Ellie,

Can I call you on Tuesday 10 am PDT your time? I will do my best to resolve your issue. And also provide me the number I can call you?

Posted
Customer

yes, that is probably fine.  I had a covid vaccine that is making me quite dizzy and headachey unfortunately, but I'l do my best to talk in the morning, hopefully I''l be feeling better.  ***-***-**** .  What will be the phone number you're calling from? Can I let you know in the morning if I'm not up to it.  Very frustrating since I had no problem with the first vaccines.   thanks so much Ramy.

Posted
Ramy De Jesus
Technician

No worries Ellie. Just keep me posted if you will be able to make it if not just take a rest and we can do it once you feeling well.

Posted
Ramy De Jesus
Technician

By the way Ellie for us to have a remote support you need to download remote app on your computer. Please follow the steps provided below on how to download teamviewer on your computer.

1. Visit http://www.teamviewer.com and click on the download button to start downloading the software:

 

2. Choose ‘Default Installation’ option and “Personal” then click on the ‘Accept-finish’ button

 

3. After installation is finished, run Teamviewer by going to:
Start -> Applications -> Teamviewer
Please send us the ID and password for remote support login.

Make sure that the Teamviewer is open on your end for us to assist you better. Will be waiting for your response.

Posted
Customer

 ok, I downloaded it.  I don't understand some of the access questions. We just need to share screen on the Music application, so not sure what to select in terms of "request access"

 

Posted
Customer

i'm not seeing the set up that you pictured there.  

Posted
Customer

I'm here, ready for your call...  but still not sure about the team viewer application

 

Posted
Customer

My getting started window doesnt' look like the one you pictured.

 

Posted
Customer

that's what I'm seeing. not what you sent me as the sign in.  

 

Posted
Customer

hello? I will wait until 10:30 and then I'll need to assume you're not calling me.

Posted
Customer

PLEASE call me? or let me know what's going on? I arranged my morning for our appointment. 

Posted
Ramy De Jesus
Technician

Hi Ellie. Do you see on your screen remote control? Please click that and kindly provide me the ID number and the password.

Posted
Customer

I don't see the ID and password

 

Posted
Customer

i did hit "agree" but nothign happened

 

Posted
Customer

are you going to call me? that would be easier

Posted
Ramy De Jesus
Technician

I am having an issue calling you and my app is for me to call you is not working. Do you have a skype where I can call you?

Posted
Customer

not sure how to use skype.  

 

Posted
Customer

can I call you?

 

Posted
Ramy De Jesus
Technician

Or can we try this the remote support for google kindly click on this link Remote support link. Then click on the Share this screen and there is a download button and then provide me the access code.

 

 

 

Posted
Customer

 it's asking me to add to chrome.  Is that right?

 

Posted
Ramy De Jesus
Technician

Yes,

Posted
Customer

not sure what to do. there was no access code

 

Posted
Ramy De Jesus
Technician

What do you see exatly on your screen?

Posted
Customer

 i'm installing the sofware for chrome remove desktop. not sure this is what I'm supposed to be doing.  It says installation successful. now what?

Posted
Ramy De Jesus
Technician

Okay once it is successfully installed it will automatically open. And you will see a access code. By the way what email address are you using?

Posted
Customer

E**[email protected]         NOTHING  OPENED AFTER INSTALLATION. IT JUST SAID INSTALLATION COMPLETE. NO ACCESS CODE

 

Posted
Ramy De Jesus
Technician

Click on this link again Remote access link. And you will see there below share screen generate a code.

Posted
Ramy De Jesus
Technician

Then provde me the code it will show there.

Posted
Customer

ok, I did that but no code.   Can you try calling me again?  This is taking too much time and maybe I'm not computer savvy enough to do this. 

Posted
Customer

I followed all the prompts and it said "you're all set" but no code'

Posted
Customer

Ramy... I'm not able to spend more time on this.  What can we do??

Posted
Ramy De Jesus
Technician

Will try to find a way to call you. Just in case will keep you posted and also check your email from time to time.

Posted
Customer

if skype can work, how do I do that?

Posted
Customer

 got code!  169739595579

 

Posted
Customer

now what?

Posted
Ramy De Jesus
Technician

Connecting now.

Posted
Customer

do I have to do anything?

Posted
Ramy De Jesus
Technician

If there will be promt need to click or accept or yes please click on it.

Posted
Customer

i don't see one yet

Posted
Ramy De Jesus
Technician

It says your offline. Can you click on generate a new code.

Posted
Customer

667821539058 

Posted
Ramy De Jesus
Technician

Trying to connect again.

Posted
Customer

do you need my apple email maybe?

Posted
Ramy De Jesus
Technician

Can you check your Gmail please. I send you a invite for Google Duo.

Posted
Customer

didn't see the emails before. I just responded to it

Posted

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