[REQUEST] Client's iTunes not working right

[Appletax]

Client brought me an AIO and a laptop to work on. I backed up his data from the AIO, including a massive music collection that is around 100GB, and then I wiped the HDD real good. Replaced the laptop's hard drive with a solid state drive and installed a fresh, clean copy of Windows 10. On the AIO, he would use iTunes for all his music and use it to sync with his phone. He is having issues with getting iTunes to work right. I imported his music into iTunes and it had to convert a bunch of the music to AAC to make it compatible with iTunes (I think the files were maybe WMA or WAV). He is now saying that "the files you transferred from the old computer that had all the music isn't loading into the Apple Music format so that I can sync it with my phone." Last time I had it, I saw tons of music in iTunes so I am at a loss as to what the issue is and how to fix it. He is bringing me the laptop tomorrow.

 

[frase]

One point, why did you install Win10 for at this point in time when it will not be supported soon? I do hope you have the original backup and preconverted files available still.

The file conversion could be the issue here -

• Reconvert a Sample File: Try converting one or two files again with different settings to see if the issue persists.
• Use Different Software: Unsure what program you used to convert, I use Audacity.
• Check File Integrity: Verify the integrity of the original files to ensure they're not corrupted before conversion. Then test the converted files BEFORE handing over to customer.
• Update Software: Ensure that both the iTunes on each systems are updated to the latest versions.
• Test on Different Devices: Play the converted files on different devices to see if the issue is device-specific.

 

[DRPCNZ]

I NEVER clean a clients drive until 2 weeks after a changeover purely for this reason

 

[timeshifter]

I used to do a lot of jobs similar to that 10 or so years ago. These days it's rare that I run into anyone with a big music library. I think everyone just streams I guess.

I've pretty much forgotten how all the works, but I think what you would have wanted to do is to life the whole Music folder and all the subfolders as on big hunk. Drop that in in the same way. None of the music files should have needed any conversion. If he was listening to his stuff with iTunes before that should work the same on the new system.

Did you happen to make a full image backup of the system before you killed it?

If you didn't you may want to do that next time. I've typically done a full image and a files backup and keep both around for a while until the client is content with everything for a few weeks. The client's ability to come up with crap not working for something I never understood how they claimed they were doing is in abundant supply.

Similarly when installing a new system I'll leave the old one nearby for a few days, if it's not too inconvenient. Helps them, helps you.

 

[GTP]

The client's ability to come up with crap not working for something I never understood how they claimed they were doing is in abundant supply.

This ^^
I always kept an image backup for 7 days so that when they came back saying "it's broken and wont work" I could compare the two file systems and show them that it's identical.

It ALWAYS turned out that they tried doing something differently and broke it themselves.

 

[NviGate Systems]

Also, iTunes keeps track of not only Sync devices but names, you can save this data, one reason why I always save the "Application Data" on all backups. It's not just the data but how the data work.

Also always do image backup.

 

[HCHTech]

and then I wiped the HDD real good.

There was no reason to do this and this action has removed any ability to go back and figure out the problem. Hard lesson, but a lesson nonetheless. Get ready to do a bunch of free labor or refund the fee.

 

[dcomp12]

Yes that sucks but I never actually delete or wipe the drive if replacing. I will either tell them to keep it in a safe or put a enclosure around it and tell them if for some reason they need anything that was missed that they have another form of backup up from the original. If you do any wiping though always make sure you have them sign for the drive wipe and they know the risks of wiping it and/or even doing a data transfer should have a waiver as anything can happen.

You may have done it millions of times...but it just take that once that you wish you had the waiver.

Also with iTunes I thought Apple is not supporting that anymore and moved onto Apple Music. I know I dealt with this once before and had to call Apple Care about the issue.