Google Music: Songs are synced, but playlists are empty. Sync Experiencing Problems

[kdorvil]

I know there's another post out there, but I submitted it as a guest and wasn't sure if that was why I wasn't getting a response (and I couldn't delete that one):

I got a Moto X Pure Edition and all of my apps and accounts synced successfully from my old Moto X 2nd Gen except for my Google Play Music app. In the accounts settings on my phone, it shows that everything is synced but when you look at the Google Play Music App it says "Sync is currently experiencing problems..." When I go to the app, all my music is there, but my playlists are empty, and some are even missing. I spoke with an Android support rep and we tried signing out of google on my phone, clearing data, uninstalling the music app's updates, refreshing the library, forcing a sync (resetting the time and date on phone) and nothing has worked. Again, I can still play my music, but my playlists are gone and it took a while to get them organized.

I've switched to new phones before, and I have never had this problem. The playlists on the web app are still there and have all the music, so I know it's not because playlists can't transfer from phone to phone. Before I switched phones, the playlists were there. Then I gave my old phone to a friend and we factory reset it and when I tried to log into the app on the old phone, it had the same problem.

My Moto X Pure Edition is running Android Marshmallow 6.0
Can anyone help me? Or does anyone know if the music app is currently experiencing problems for all phones?

 

[Jxp79]

Sorry for the late reply, but yes so far so good. I completely erased my library (there was an option to reset and start a new), and re-created a whole bunch of playlists on Chrome and on my Galaxy S7. No issues thus far!

My theory is that there were songs in my playlist or library that were corrupt and was killing the overall sync between my phone and the cloud. Therefore, when the sync is halted, anything that wasn't able to be synced doesn't get synced. So if my theory is correct, then the reason that you're not seeing the new playlist on your phone is because a unsyncable song is halting your sync to GPM before it gets to the new playlist you created on chrome. Think of it this way, you have 5 songs: songs 1, 2, 3, 4 and 5. Song #2 is corrupt. So when the phone syncs, song #1 syncs, but when it gets to song #2, it craps out and songs #3-5 doesn't get synced. Subsequently, if you add a song #6, that won't get synced. In this case, song #6 is the new playlist you created in Chrome.

I would suggest try using a different and fresh Google account and seeing if it works on your phone. If it does, then you can rule out the possibility that your phone is the issue, and conclude that the GPM app works fine.

This has worked for me too. I resigned myself to signing up for Spotify so figured there was nothing to lose. Downloaded all my songs, then deleted my library, and so far it looks now like I have full 2 way sync back.
Either way I've got to manually recreate all my playlists on one service or the other

 

[snake02_78]

My problem has been resolved. I don't know if it was an app update or if it was Google that fixed it. I contacted then and went through the usual remove account, add the account, remove updates and factory reset. They sent the ticket over to a specialist a few days ago, I haven't had anything else from them but it is working. I just wish I hadn't deleted most of my playlists.

As an update, advanced support contacted me and tried to go through the same steps that had already been done so it must be an app update that has fixed it.