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Richard
Richard, Apple Software Engineer
Category: Mac
Satisfied Customers: 31123
Experience:  IT Engineer for over 15 years
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I have a I phone 6 I believe, I tried to download the music

Customer Question

I have a I phone 6 I believe, I tried to download the music from I tunes to my phone, the music will show up on my phone but it is not downloaded, when I push the download red cloud it does not download, the music downloaded fine to my I pad, I updated I tunes and my phone to the latest software
JA: What OS X (Operating System, e.g. Sierra, El Capitan, Yosemite, etc.) or iOS are you runninng?
Customer: what is that?
JA: Have you installed any updates recently?
Customer: yes ios 10.1.1 on my phone
JA: What troubleshooting have you tried?
Customer: turned it back on and off, tried to reset to factory settings, wouldn't do that either
JA: Anything else you want the Mac expert to know before I connect you?
Customer: no
Submitted: 23 days ago.
Category: Mac
Expert:  Richard replied 23 days ago.

Hi there and welcome

Can you please hold the home and power buttons on the iPhone for about 10 seconds until you see the apple logo then release.

Then let the iPhone restart and tell me if it then functions correctly please.

Customer: replied 23 days ago.
Tried that already too
Expert:  Richard replied 23 days ago.

Thanks

Can you go to settings, general, reset, reset all settings.

Once done, tell me if it then clears up the issue please.

Customer: replied 23 days ago.
No still not able to download
Expert:  Richard replied 23 days ago.

Can you go to settings, general, reset, reset network settings.

Then tell me if it downloads please.

Customer: replied 23 days ago.
Still not working
Expert:  Richard replied 23 days ago.

can you restart the computer please then try.

Customer: replied 23 days ago.
It stops when it sync music to iphone
Expert:  Richard replied 23 days ago.

Can you connect it to a different USB connection on the computer and tell me if it then syncs please.

Customer: replied 23 days ago.
Tried that also changed cables not syncing
Expert:  Richard replied 23 days ago.

on the iPhone, go to Settings > General > Usage > Storage. Under Storage you will see how much space you have left on your device.

How much space is available?

Customer: replied 23 days ago.
41.97gb free
Expert:  Richard replied 23 days ago.

In iTunes when you select your iPhone, go to the Music tab - is "Entire music library" selected?

Customer: replied 23 days ago.
The way it is setup is that it adds the new music only
Expert:  Richard replied 23 days ago.

set it to add all music please.

Customer: replied 23 days ago.
Ok it will take a moment
Expert:  Richard replied 23 days ago.

ok thanks

Customer: replied 23 days ago.
I did that same thing step 5 of 5 when sync music it is frozen although it seems to be transmitting nothing happens this time it does not even mention the numbers or the title of the songs
Expert:  Richard replied 23 days ago.

you can play the songs within iTunes correct?

Customer: replied 22 days ago.
I tunes plays fine
Expert:  Richard replied 22 days ago.

ok, you will need to reset the phone, this will remove all data from it and return it to new so please backup any data from the phone first

Then go to settings, general, reset, erase all content and reset settings.

Once done, setup the phone again and tell me if it then functions please.

Customer: replied 21 days ago.
Will try that next
Customer: replied 20 days ago.
Will try it but on my day off Tuesday
Expert:  Richard replied 20 days ago.

No problem, let me know please how it goes