"New Music Mix" Missing

[Johnf1285]

Hey all -

Recently my "New Music Mix" has gone completely missing from the For You section on both iOS (latest version) and macOS (latest version). iTunes is totally updated on my Mac, too.

I've signed out, signed in, toggled all settings imaginable, and nothing is working.

Has anyone else experienced this issue? Is there any fix? For what it's worth, the "My Favorites Mix" still exists. The spot next to it is just completely empty. Very puzzling.

 

[thiagueirass]

Same here.

 

[whsbuss]

I haven't seen My Music Mix for over a month. Just disappeared and hasn't been back.

 

[M. Gustave]

Have you all updated to iOS 10.2? It's definitely still there:

 

[whsbuss]

Been on 10.2 since its release and its NOT there for me.

 

[thiagueirass]

Have you all updated to iOS 10.2? It's definitely still there:

View attachment 680853

I've updated to iOS 10.2 and the playlist is not showed.

 

[Johnf1285]

100% updated to the latest versions of both macOS and iOS. It's just gone.

iTunes has really grown into a bloated pile of **** as far as software is concerned.

 

[whsbuss]

What I would like to see is what Spotify has done - a Daily Mix where there's some from my library and some suggested from what I Like.

 

[M. Gustave]

Rather than moaning and bleeting here, have any of you called Apple? You're paying for a service.

 

[Johnf1285]

Rather than moaning and bleeting here, have any of you called Apple? You're paying for a service.

I was hoping to avoid burning that time jumping through hoops on the phone and going through several layers before being simply told "our engineers will look into it, you won't hear a direct response" (as is the norm for any Apple software issues). Decided to come here to hear feedback from other users experiencing the same problem, in hopes that it would be more constructive/effective.

 

[M. Gustave]

Decided to come here to hear feedback from other users experiencing the same problem, in hopes that it would be more constructive/effective.

Well, you got feedback that it's in fact still there, and my years in QA tell me that we've ruled out a systemic problem or overall removal of the feature. So you're now down to some problem with your settings or account.

 

[Johnf1285]

Well, you got feedback that it's in fact still there, and my years in QA tell me that we've ruled out a systemic problem or overall removal of the feature. So you're now down to some problem with your settings or account.

Precisely. That's what I'm hoping to learn here on the forums. Whether or not any other users who've experienced the same issue has a potential solution involving the toggling or changing of settings, etc.

 

[whsbuss]

I will tweet Apple Support and ask the question.
[doublepost=1483132505][/doublepost]

I will tweet Apple Support and ask the question.

The initial response from support was they have not discontinued New Music Mix. Asked me to restart device and try again. But I've done that on MacBook pro iTunes and IP7+ as well as logged out of and back into iCloud/iTunes. We shall see what they suggest next.

Seems we are not alone.... https://discussions.apple.com/thread/7665294?start=30&tstart=0

 

[Johnf1285]

I will tweet Apple Support and ask the question.
[doublepost=1483132505][/doublepost]
The initial response from support was they have not discontinued New Music Mix. Asked me to restart device and try again. But I've done that on MacBook pro iTunes and IP7+ as well as logged out of and back into iCloud/iTunes. We shall see what they suggest next.

Seems we are not alone.... https://discussions.apple.com/thread/7665294?start=30&tstart=0

Interesting. I reached out to their support account on Twitter too, and they're in the process of gathering some more information from me. Something is missing or corrupted in their back-end for users experiencing this issue. Thank you for providing constructive feedback and responses! That's what makes this forum a great place!
[doublepost=1483143599][/doublepost]Quick update. I cut through the usual hoop jumping (I think) and will have a Senior Adviser call me to go through more troubleshooting (last time I went down this path with a hardware issue that I knew was a defect, the Senior Adviser was very helpful). Reaching out via Twitter seemed to be very effective. My fingers are crossed this can be resolved.

 

[whsbuss]

Interesting. I reached out to their support account on Twitter too, and they're in the process of gathering some more information from me. Something is missing or corrupted in their back-end for users experiencing this issue. Thank you for providing constructive feedback and responses! That's what makes this forum a great place!
[doublepost=1483143599][/doublepost]Quick update. I cut through the usual hoop jumping (I think) and will have a Senior Adviser call me to go through more troubleshooting (last time I went down this path with a hardware issue that I knew was a defect, the Senior Adviser was very helpful). Reaching out via Twitter seemed to be very effective. My fingers are crossed this can be resolved.

Case opened and senior tech calling me in the morning. They did ask when this happened and I really can't remember. Maybe with the latest iTunes update w/macOS Sierra update.

 

[Johnf1285]

Case opened and senior tech calling me in the morning. They did ask when this happened and I really can't remember. Maybe with the latest iTunes update w/macOS Sierra update.

Yeh same here. I estimated early December. I recall I was really into using the new music mix and creating custom playlists, that stopped happening right around that time. I have a call scheduled for 7:30pm EST (very soon).

I will keep you updated. We'll be troubleshooting it on my iMac (late 2015 27"), but it's happening on every Apple device.
[doublepost=1483147033][/doublepost]Just got off the phone. We walked through some of the usual items, all things I've tried before. Ended up taking a screenshot of the missing playlist, "My New Music Mix", in the "For You" section to send to the engineers, along with some more information around the machines that I have that experience the same problem (work laptop: MacBook Pro 15" mid 2015, personal laptop: MacBook Pro 13" mid 2015, personal desktop: iMac 27" late 2017, and iPhone 7 Plus).

As a professional software developer, I came to the conclusion weeks ago that this is bugged and something is wrong on their end. Somewhere, something changed on my account and their platform did not account for it, resulting in the playlist disappearing entirely.

The rep said she will hear back in 2-3 business days and that she will reach out to me with feedback from the support engineers. My guess is they absolutely know about this bug, there's several threads about it dating back to about September when the new "For You" section began rolling out with that new iTunes patch.

I have faith though, as short of this, Apple Music is pretty awesome.

 

[cswifx]

I can verify too that the Music Mix is still in the For You section. Maybe it's a regional change? As far as I know of every 5 to 10 Apple support representatives you speak to, only 1 actually knows their stuff.

 

[whsbuss]

Update:

20 minutes w/tech support. No need to try the normal logouts, restarts, etc. He looked at his Apple Music account and saw he had the new music mix. So took all my info and expects a 24-48 hours response from the "backroom" internal music support group.

 

[Johnf1285]

I can verify too that the Music Mix is still in the For You section. Maybe it's a regional change? As far as I know of every 5 to 10 Apple support representatives you speak to, only 1 actually knows their stuff.

It's no change. It's a bug. And yes, their support staff could use more training on the products. I had a similar experience yesterday. She had this tone initially like I was talking about something totally off the wall, until we did a screen share session.

 

[whsbuss]

Still have not heard back from Apple support on this. Sent a follow up email to case worker but no response.

 

[cswifx]

It's no change. It's a bug. And yes, their support staff could use more training on the products. I had a similar experience yesterday. She had this tone initially like I was talking about something totally off the wall, until we did a screen share session.

I talked to a couple support representatives about iCloud Music Library, and all of them totally changed the subject. It's honestly like they don't even use Apple products or something.

 

[whsbuss]

Hard to believe.... I have asked via email the tech support person assigned to my case. Not a damn word, no response.

 

[cswifx]

Hard to believe.... I have asked via email the tech support person assigned to my case. Not a damn word, no response.

Not sure about you but I did that once too after the person tried to figure out some stuff on their end, and he called me promptly the next day to clarify my email.

 

[whsbuss]

Not sure about you but I did that once too after the person tried to figure out some stuff on their end, and he called me promptly the next day to clarify my email.

Well he called me initially on 12/31 to discuss the issue. Then said he would forward to apple music engineers and would have something to report in 48 hours. Well its 8 days later and I have not heard back and no responses to my emails. My next step (since his email says he works Friday-Monday) is to call him.

 

[whsbuss]

Someone in the Apple community forums doing a Siri command to get this (and favorite mix if not showing) back. Ask Siri to "play My New Music Mix" which should do a "looking for My New Music Mix" and then start playing. They also said to get it back in the For You sections, play at least half of the list Siri starts. We will see if that works.

Still nothing back from tech support

UPDATE: listened to the entire list and it still does not show up in the For You section. Nor does it show under Recently Played in For You.