There is no single fix for Apple Music on a Mac, because “not working” covers four different failures: the app can’t reach the service, your library is missing or greyed out, a purchased or imported file won’t play, or the song plays with no sound. Find your symptom below and start with the lowest-risk check. Everything here follows Apple’s published support guidance. Menu names can differ slightly by macOS version, and service status depends on your region at the moment you troubleshoot.
Which symptom do you have?
| What you see | Most likely area | Jump to |
|---|---|---|
| Errors, nothing loads, “can’t connect” | Service or network | Section 1 |
| Songs or playlists missing from the library, or tracks greyed out | Account, Sync Library, cloud status, availability | Section 2 |
| A purchased or imported song won’t play | Authorization or file type | Section 3 |
| Progress bar moves but you hear nothing | Sound output | Section 4 |
| Songs fail to sync from the Mac to an iPhone or iPad (errors -5000, -69, 13010, 13014) | Device sync | Section 5 |
1. Apple Music can’t connect or content won’t load
Work from the outside in, using the checks in Apple Support’s article on connecting to the App Store, iTunes Store and other Apple services:
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- Check Apple System Status for your country or region right now. Apple notes an outage can begin even if an earlier check showed nothing, so recheck if the problem persists.
- Test ordinary web access on the Mac, then check whether another device on the same network can get online.
- If no device is online, the fault is more likely your router or internet provider than Apple Music.
- If other devices work but this Mac doesn’t, turn off any VPN and check third-party security software that may filter traffic.
- Update macOS and confirm the Mac’s date and time are correct.
- Try a different network, such as a phone hotspot, if you can.
Note that “works on another device” narrows the search to this Mac but doesn’t prove what’s wrong with it.
2. Songs are missing or greyed out
Check the account and Sync Library setup
Sync Library needs an Apple Music subscription (or iTunes Match), the same Apple Account on every device, and an internet connection. On the Mac, go to Music > Settings > General and confirm Sync Library is ticked, then give the cloud library time to update. Apple says larger libraries take longer.
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Refresh the cloud library from the Mac that holds the originals
On the Mac with your original local library, look at a song’s Cloud Status, then choose File > Library > Update Cloud Library. Afterwards check the device where tracks were missing.
Work out why a track is grey
- iTunes Store purchase: you may be signed in with the wrong purchasing Apple Account, or the Mac may not be authorized (see Section 3).
- Explicit song: a clean-content restriction may be blocking it.
- “No Longer Available”: the item has been removed from the catalog, so no setting on your Mac will bring it back.
Think twice before toggling Sync Library off and on
This is a common suggestion, but Apple says turning Sync Library off removes downloaded music from the device. Apple is also blunt that “Apple Music isn’t a backup service.” If your only copy of anything lives in the Music app, back up the library first. An external drive is a reasonable place for a backup of locally stored files, but it won’t fix any playback, account or sync problem by itself.
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Capacity can matter too: Apple’s Music User Guide lists a Sync Library limit of 100,000 songs, not counting iTunes Store purchases, with individual files no larger than 200 MB.
3. A purchased or imported song won’t play
Authorization
Purchases from the iTunes Store play only on computers authorized for the Apple Account that bought them. Apple states: “You can authorize up to five computers at a time to play your Apple Account purchases.” Phones and tablets don’t count toward that computer limit. Authorize or deauthorize this Mac from the Account menu in the Music app. If you’ve hit five, deauthorize a computer you no longer use. Avoid “deauthorize all” as a first move: Apple limits it to about once a year and it affects every computer on the account.
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Shared libraries and playlists
If the song comes from someone else’s shared library or playlist, a Mac may skip purchases it isn’t authorized to play, and the owner’s account may be required.
File type
Apple’s playback guide notes that some AAC files not created by Apple may not play in Music. If the file came from elsewhere, try a different copy or re-import it from the original source.
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4. The song “plays” but there’s no sound
When the progress indicator moves and the Mac is silent, suspect the output path before the service:
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- Check the Mac’s output volume and selected device in macOS Sound settings.
- For powered speakers, verify the cable, that they’re switched on, and that their own volume is up.
- For AirPlay, choose the intended speaker from Music’s AirPlay menu, check its volume, and look for a password prompt or a connection that needs re-establishing.
This is a separate failure from a library that won’t load, so don’t spend time on account or network fixes if the track is clearly playing.
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5. Syncing from the Mac to an iPhone or iPad fails
Apple has a dedicated article for errors -5000, -69, 13010 and 13014. These relate to syncing devices, not to general playback on the Mac. Apple’s steps include:
- Update macOS and the device software.
- Consolidate your media files.
- Check third-party security software.
- Sync a few songs at a time to isolate a problem track.
- For a purchased track, delete and redownload it; for a track imported from another source, re-import it from the original.
Choosing the safest next step
Apple documents symptom-specific actions, not success rates, so no fix is universally best. Order by risk instead: checking status, volume, output and account is harmless; a cloud library update is low-risk; turning Sync Library off removes downloads; deauthorizing all computers has account-wide consequences. If the documented checks for your symptom don’t resolve it, contact Apple Support with the exact error message and what you’ve already tried.
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