ITunes Match stuck @ "gathering information..."

Please help
I've just paid my subscription for iTunes Match and I can't get past "Gathering information about your iTunes library". iTunes gets to the the end of the progress bar and then sits there. I've left it running for the best part of a day and have tried 2-3 times now. My library contains 11,848 songs (119GB) so I assume it's nothing to do with the 25,000 song limit. The iCloud status says "waiting" for every song in the library.
I'm running iTunes 11.3.1 on a Macbook Pro.
Just an observation to Apple Support - I have purchased a new product (Match) but there is no mechanism to get support for this product that I can find - am I missing something ?
Can anyone please help me ?
Gary

Wibble66 wrote:
Please help
I've just paid my subscription for iTunes Match and I can't get past "Gathering information about your iTunes library". iTunes gets to the the end of the progress bar and then sits there. I've left it running for the best part of a day and have tried 2-3 times now. My library contains 11,848 songs (119GB) so I assume it's nothing to do with the 25,000 song limit. The iCloud status says "waiting" for every song in the library.
I'm running iTunes 11.3.1 on a Macbook Pro.
Just an observation to Apple Support - I have purchased a new product (Match) but there is no mechanism to get support for this product that I can find - am I missing something ?
Can anyone please help me ?
Gary
https://getsupport.apple.com/Issues.action

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HT204406 Good Morning, I' m having issues passing the first step on Itunes Match! it's been two days and itunes is still gathering information about my library! Please help! thx

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ITunes Match and gapless information?

I've got a bit of troubles with iTunes Match, some more annoying than others... Of course like everyone some of my songs were uploaded instead of matched (but not that much) but I can live with that. I have 2 other problems though that bother me more:
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- another one is that gapless information seems not to be synchronized, so all the albums that I've downloaded from iCloud and that should be gapless are just not listenable.
Anyone else experiencing this?
Any tips?

Hey David,
I've done some more tests and I've finally nailed it down. You're gonna have the problem also on your iPhone/iPad. What's happening here is that you add new files to your library and the gapless information is calculated. When those songs are 'matched', the versions you're gonna get on your devices are gonna be different from the ones on your computer but the gapless information is gonna be the same, so of course it's not gonna work. The solution is to delete the files from your library locally, but to keep them in iCloud first. Once this is done, you can download the iTunes Store version of the songs, then you'll end up with the same on your devices and your computer. But doing this will not trigger the gapless information calculation. To do it, you have to the files locally AND from iCloud. The songs entries have to disappear completely from iTunes. That is stupid because you're gonna lose the ratings and the play counts, but it's the only way to get the gapless information correct. Then you add back the files, and run iTunes Match. Your information is gonna sent to Apple, and when you download the songs on your devices, gapless is working flawlessly.
It should help.

ITunes Match stuck....

Itunes Match stuck on "waiting for apple to deliver your iTunes Match results" any ideas as i cannot get access to my music on my macbook pro. Using iTunes 11. Match is working fine on my iPhone and on my iPad

iTunes Match on Mountain Lion doesn't work on my 2012 MacBook Pro. I had Lion before, and iTunes Match worked fine. Now it disconnects and back every few seconds. I tried resetting cache, iTunes, turning on/off match, but nothing works. Now what?

Itunes match stuck at sending information to apple

Anyone else having issues tonight? Once a week the iTunes match seems to auto run the info gathering and send to apple. Normally it works fine although can be a but slow to get a response from apple sometimes. Tonight it just won't go past 'sending information to apple'. Each time I start iTunes it gathers the info to try again. Anyone else getting similar? My library has not changed in weeks so it can't be anything like that. I guess server issues at apples end?
Cheers
Wayne

Welcome to the iTunes Match family...
But I have the same problem everyone is experiencing. It's not an exactly a trend with iTunes Match, but when it works... it works flawlessly. But as mracole mention above, it's most likely a maintenance issue.

Itunes match stuck at collecting information

Since a few weeks (prior to itunes 11, but still present after upgrading) iTunes starts everytime after launching with "collecting information about your library" (the first step when you enable itunes match) and gets stuck. This was after itunes matcg disabled itself and I switched it on again. I have waited for a week now, nothing happens. I use the same account on another computers, everything fine. I de-authorized the computer with the problem, authorized again: no change.
iTunes match worked fine on the computer, with the same account. What could be the problem?

I've been having this problem for the past week and a half. I finally got one song to match the other day and was happy. I just want a match or an upload, because I want it on my phone. I dont want to have to disable match on my phone just to put my songs on it.
Today (6/3/2012) I have been trying to get an album to upload. I left the room (stuck on "sending to apple") and came back after dinner. When I came back the songs were everywhere, (uploaded, matched) but thats ok, it dosent matter. I tried downloading them on my phone and just got an error with 3/4 the album "Unable to download.etc.. etc...".
I tried encoding the album to AAC 256 since AAC is apparently a lot more friendly with iTunes Match (note ALAC songs not uploading) and I'm trying again. Still stuck on "sending to apple"..
HIGHLY FRUSTRATING.
Oh I also forgot to mention, I have had to put songs onto my phone using goodreader, since again... my library is frozen (as in, stuck with what I have downloaded) on my phone with itunes match being down.

ITunes Match stuck on step 1

I'm running iTunes 11.1.5 on OS X 10.9.2. I can't get pass the step one. I have about 20000 songs in my iTunes Library, it's about 180GB.
The status bar in step 1 has finished - but I'm now stuck with the message that it is still "Gathering information about your iTunes Library".
It's been like this for hours.

Hi - I have exactly the same problem, but this didn't help me.
I'm trying to run iTunes Match and it simply stalls at stage 1. I believe I've tried the fixes listed in other places where this seems to have been an ongoing issue since launch - and not all of these work for the people there, either. These include removing stoping and starting Match, stopping and starting Genius, stopping and starting Genius and Match, moving the iTunes Library files and reimporting them as new libraries and so on. Nothing is working for me.
I run iTunes match and it matches "most" of my songs and then stalls. I've left it for days to see how long the stall is and it never clears.Over the last few days' stops and starts, it's matched as follows:
13508 / 14010
13535 / 14010
13541 / 14010
13998 / 14010
13999 / 14010
13966 / 14010
14002 / 14010
14007 / 14010
13964 / 14010
13348 / 14010
14008 / 14010
14003 / 14010
14008 / 14010
14001 / 14010
... you get the picture. iTunes frequently also can't access the iTunes Store or comes up with unknown errors. Anyone any ideas (please exclude the ones I've tried). As far as I can see, this service simply isn't ready for prime time.
As a background, this is an entirely new music library. I set up my Mac from scratch a few months ago with a new SSD. My music library had a lot of old files sampled at low bit rates - I was re-ripping to flac for my hifi, so I decided to re-rip to iTunes as well at the same time (my previous iTunes Match had lots of stuff it couldn't match, but was uploaded at a low bit rate since that was all that was available). My network connection is wired and I have very good broadband (cable) speed.
I also tried as you suggested, above - this did do one thing thing - changed the number of songs iTunes sees from 14010 to 13951, but it is still doing the same thing - stalling at around 10 songs or so shy of completing stage 1.

ITunes Match: Stuck in Step 1

I've seen some older posts on this subject, but I haven't seen a definative resolution or explanation. So, I'm posting my own request.
I had iTunes Match over a year ago... then I cancelled to subscription.   Just yesterday, I decided to start iTunes Match again (I was without it for about 8 months).
I have an iMac which has about 9,000 songs in iTunes. And a MacBook Air with about 250 songs. iTunes v11.0.2 (25) OSX 10.8.3
My concern is with my iMac and the 9,000 songs.
I start iTunes Match... "Add this computer".
It enters the Step 1 'Gathering' phase.   The progress bar starts...
THEN the process stops.   The 'STOP' button at the lower right turns to 'START'.
If I wait for a minute or so,   iTunes Match seems to start again still in Step 1, the progress bar seems to get to about the same place, and hangs there until the process stops again. Only to start again by itself a short time later.
This has been going on for HOURS! It never seems to get any further on the progress bar.
ALSO, with my MBA, even with it's tiny database of 250 songs seemed to be trouble. The process only took about an hour or so... still it STARTED and STOPPED the process maybe 50-75 times to get through... at least with the MBA I was able to see some movement of the progress bar during each renewed Matching session.
Is this enough information for someone to tell me what is happening? Is this a 'Problem'? Or is iTunes Match just taking super long to 'Gather' info.
HERE'S WHAT I'VE TRIED... only to get back to the same symptom above:
Rebuilt the iTunes Library.
Turned OFF Match, then turned ON Genius... THEN turned on Match
What I DIDN'T try was to create an entirely new iTunes Library and copy everything over. I hope that is not the ONLY solution.
Thanks for any input on this subject!
- Craig

Hello Kelsoguy
If you are having an issue with iTunes Match, the first thing I would do is quit iTunes and turn off iTunes Match. Turn it back on and see if it starts it process again. If you still cannot get it to work, report the issue to iTunes.
How to report an issue with your iTunes Store, App Store, Mac App Store, or iBooks Store purchase
http://support.apple.com/kb/HT1933
Thanks for using Apple Support Communities.
Regards,
-Norm G.

ITunes Match stuck in step 3 - but not uploading at all

My iTunes Match is stuck in step 3 with exactly 2711 songs left, and in iTunes it has the swirling busy marks next to "iTunes Match," "My iPad," and "Genius Mixes."
I cannot access the iTunes Store. I cannot update my apps. It will not show our other iPad or iPhone on the menu even if we plug them in.
Basically, iTunes is stuck in an endless loop on Match, with no progress over 48 hours, and is preventing us from doing anything else.
I've looked through the web and this discussion board, and other solutions are not working. In fact, I cannot even "turn off iTunes Match" because the button is grayed out. Force closing iTunes, restarting the computer - none of these things work.

I thought my email from Apple would amuse, in it they imply I was unable to make it work. Not them. Note no apology whatsoever - it would imply guilt.
They also threatened me with an effective year long ban if I get my money back. Here's the email:
Hello David,
I understand that you haven't been able to get Match working, so you'd like to see about receiving a refund. I can imagine you must be eager to get this sorted out. Edna wanted to make sure this gets resolved, so your case was escalated to me. My name is Adam and I'm an iTunes store senior advisor.
Please keep in mind that if you cancel your iTunes Match subscription, you will no longer have access the Match features. In addition, if you receive a refund, you will not be able to subscribe to iTunes Match again until a year from the refund date.
If you would still like to cancel, just reply to this email with the billing address and the last four digits of the credit card on the account. Upon receiving your response, Apple will verify your information, cancel your iTunes Match subscription and issue you a full refund. You will receive an email confirmation in regards to any refund.
I'm looking forward to your reply and the chance to get this taken care of for you. Apple wants your iTunes experience to be as enjoyable as possible.
Sincerely,
Adam
iTunes Store/Mac App Store Senior Advisor

ITunes Match stuck at Step 1 for hours

I just signed up for iTunes match and it has been stuck on Step 1 for hours. It analyzed all the music and the lower blue progress bar is full blue, but the top iTunes progress bar is just candy cane stripes and stuck on "Sending information to Apple..."
My music library is about 80 gigs. I'm on OS X Lion. Airport Extreme router. Plenty of bandwidth on my cable modem plan. Anyone experience this before? Any solutions, or are Apple's servers on the fritz? From the looks of previous posts, seems like a lot of people have problems with the Match process...

I had a lot of issues uploading my library with itunes match on Lion and it got worse after I upgraded to Mountain Lion OSX. I was stuck on Step 1 for hours... I called applecare, they were troubleshooting with me for a bit until I found a fix.
Here's a few fixes if you are stuck on step 1,2 or 3 in iTunes Match:
One I've seen before but didn't quite work for me:
1. Click "Stop" on Itunes Match
2. Go to "Store" > Turn Off iTunes Match
3. Then DeAuthorize This Computer
4. Then Authorize thie Computer
5. Then Turn on iTunes Match
6. Click "Add This computer" again and see if these steps go any faster.
They also suggested pressing Option while turning on iTunes Match but that just slowed things down further for me.
What actually worked for me was to connect DIRECTLY to the internet with an ethernet cable. I have a Macbook AIr with no ethernet so I had to buy a Thunderbolt to Ethernet adapter.
That made Step 1 and 2 go by in a few minutes, and Step 3 is going to take a day to upload the remaining 1700 songs I have in my library. I guess because we're connecting to "the cloud" on Apple's Server via wifi its terribly slow. Best to connect your computer through ethernet for this process.
Hope this works for anyone out there!

HT204406 itunes match stuck in step1

Since transferring my content from timecapsule to my new iMac 21inch itunes match gets stuck into step1. iCloud status "waiting", "dotted clouds" displayed next to every track.
Any suggetstions?

I thought my email from Apple would amuse, in it they imply I was unable to make it work. Not them. Note no apology whatsoever - it would imply guilt.
They also threatened me with an effective year long ban if I get my money back. Here's the email:
Hello David,
I understand that you haven't been able to get Match working, so you'd like to see about receiving a refund. I can imagine you must be eager to get this sorted out. Edna wanted to make sure this gets resolved, so your case was escalated to me. My name is Adam and I'm an iTunes store senior advisor.
Please keep in mind that if you cancel your iTunes Match subscription, you will no longer have access the Match features. In addition, if you receive a refund, you will not be able to subscribe to iTunes Match again until a year from the refund date.
If you would still like to cancel, just reply to this email with the billing address and the last four digits of the credit card on the account. Upon receiving your response, Apple will verify your information, cancel your iTunes Match subscription and issue you a full refund. You will receive an email confirmation in regards to any refund.
I'm looking forward to your reply and the chance to get this taken care of for you. Apple wants your iTunes experience to be as enjoyable as possible.
Sincerely,
Adam
iTunes Store/Mac App Store Senior Advisor

ITunes Match and Song information remaining on the iPhone

Is any one else experiencing this issue?
I am using an iPhone 4, running 5.0.1 and using iTunes Match.
I either stream or download a song from the cloud on my iPhone and then delete it from my device. After it is deleted, I connect my iPhone to my Mac and go to the Music folder under the device on the left hand side of iTunes. The information for the streamed and downloaded songs remaing on the device. I looked at the available space before and after a test I did on my iPhone for what I think is a potential bu in iOs 5, and while the songs were deleted on the device the information remains (ie. song name, artist, kind, etc). This information takes up space on the device, even though it is just text. In addition, the songs that were streamed and downloaded to the device are shown greyed out, they are not selectable , and there is no way to delete them without a restore. Also, if you download the same song multiple times (ie. 2x) , the information is shown 2x.
The funny thing is, this does not happen on my iPad 1.
I tried calling Apple about this and their solution is to restore the device and or they do not seem to understand the problem.
Please let e know if anyone else is experiencing this as well or if there is an actual solution.
Thank you.

Hi there dsab2014,
You may find the information in the article below helpful.
iTunes: How to add a computer or iOS device to iTunes Match
http://support.apple.com/kb/ht4913
-Griff W.

ITune Match stuck matching songs

Just subscribed to iTunes Match. All went swiftly at first, but now it's stuck on '4597 of 4608 Songs Checked'. I've tried stopping and starting it, to no avail. How can I find out which tracks are causing the problem?

Just be patient. The process is working in the background even if the display doesn't change. It is not a process that only takes minues; it can take some time. Now, if that stretches into more than, say, a day then you can start trouble shooting. But for now just let it sit and do its thing.

HT204406 itunes match stuck on Step 2!!

Hi,
I-tunes match has suddenly started to play up today. It gets as far as 16033 of 16034 then gets stuck. I have tried a number of ideas from the support pages plus the obvious stuff, still nothing. It's pushing the tracks out to my devices but as it's not going in to step 3 none of the recent art work goes, Ahhhhh!
I am not great with coding, any easy routes to fix this? Are apple going to fix this. The only ineligible tracks in my library are music videos and they have always been there so have been ignore previously by match.
Thanks for any help.

Hi there
I was having this same issue after re-enabling iTunes Match despite it having worked previously.
It turned out to be a problem with some of the new tracks i'd added since the last time it was enabled. To locate them, I had to wait until the match process was on step 2 and got to the point where it stopped matching. It got to something like 9822 of 9870 songs.
In the songs view I then changed the visible fields to include the iCloud Status field, then sorted the songs by this field.
When I scrolled to the bottom there were the exact number of remaining songs sitting on the "Waiting" status. All of these were new additions. I removed them from the library and retried the match and it completed perfectly. I'm now re-adding the songs back into the library one album at a time to see if they will match now.
Fingers crossed...

ITunes Match Stuck on stage 3

Hi All,
Windows 7, iTunes 10.5.2.11
iTunes is stuck in iTunes match at stage 3 uploading the 1 of xxxx . Previous to the current problem it ran started uploading but then iTunes Crashed with an out of memory exception. On restart I had to log out and back into my iTunes acount before it wouls start the process again.
Does anyone have any tips as to how to get around this, any log files I can look at, diagnostics I can run?
Many thanks all
Andrew

I have this problem too, did you manage to resolve it? Mine stops at stage 3 uploading 1 of 950 songs. I sent an email to apple who said it is likely to be my firewall .. i turned off both my firewall and anti-v software to see and it still didn't work.. So far i have tried
logging and and out of imatch and itunes
stopping an restarting upload
re-booting my Internet hub (although i am on 30GB download speed)
turning off firewall and av software
I've spent 3 days on this now and am getting a little frustrated

ITunes Match stuck @ "gathering information..."

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