TuneRanger™ Frequently asked questions (FAQ)
- What are the most important things I can do to get TuneRanger to work?
- Is there a TuneRanger Server?
- Will TuneRanger sync iTunes libraries and playlists that use a common share on a server or a NAS without duplicating files on the NAS?
- I run TuneRanger, enter my serial number and nothing happens.
- Can I install the new updates over my previous versions?
- I get a -15069 error in the log when synchronizing. How do I fix this?
- How do I reset my firewall settings after verifying everything is working with them OFF?
- Can I sync my iTunes library at work with my computer at home over the internet?
- Do I need to purchase a separate license for each computer I would like to sync?
- Can I use TuneRanger to restore my music and video collection from another computer in the event of a crash?
- I get an Error code -9 in the log when synchronizing my iPod. How do I fix this?
- Can TuneRanger synchronize the iPhone or iPod Touch?
- I can't find where to set my iPod Shuffle into the required manual mode. How do I do this?
- I can't sync from my iTunes to the iPod Shuffle. How can I fix this?
- Does TuneRanger sync Ratings, Play Counts, Last Play Date, EQ Settings and Comments?
- Can I use TuneRanger to sync one computer with a Firefly server or an external drive containing an iTunes library?
- Does TuneRanger support VPNs or multiple virtual or multiple physical network adapters on the same computer?
- The serial number I received from a reseller (starts with JTX-) doesn't work with the installer I downloaded from your website. How can I fix this?
- When TuneRanger syncs a TV Show to another iTunes it ends up under Movies instead. How can I fix this?
- Running the Save Album Art or Remove Duplicates utility tools crashes TuneRanger. What is causing this and how do I fix it?
- I got an Error code -15027 in the log after trying to sync. What does this mean and how do I fix this?
- TuneRanger reported the following error in the log: "-102393:0: iTunes reported an error adding a song." What does this mean and how do I fix this?
- I get the message "-19564: Unknown errr encountredCommunication Error:" in the log after trying to sync. What does this mean and how do I fix this?
- Can TuneRanger sync an iPod that has been formatted under HFS on Windows?
- The ratings, playcounts, etc. from my iPod won't copy over to my iTunes when using TuneRanger.
- Can TuneRanger sync WAV or Audible (.aa) files?
- I get a message in the log that says "Slow populate mode" what does this mean?
- How can I merge two iTunes libraries using only one computer?
- I get the message "-11163: Unable to delete" in the log after trying to sync. What does this mean and how do I fix this?
- Is TuneRanger compatible with the new iTunes 8?
Q: Is TuneRanger compatible with the new iTunes 8?
A: YES! TuneRanger builds 278 or later are compatible with iTunes 8. Download the updated software here.
Q: How do I update TuneRanger properly to the latest version?
A: Download the latest version here. Remove the previous version of TuneRanger before installing the new one. On Windows use the Windows Uninstall. On Mac OS X
open the Applications folder and throw the previous TuneRanger into the trash and empty the trash. Then run the new installer.
Q: I bought TuneRanger from a reseller. Can I download the update from this website?
A: YES! Download the latest version here. Remove the previous version of TuneRanger before installing the new one. On Windows use the Windows Uninstall. On Mac OS X
open the Applications folder and throw the previous TuneRanger into the trash and empty the trash. Then run the new installer.
Q: After updating iTunes, TuneRanger reports "There was a problem communicating with iTunes..." How do I fix this?
A: On Windows some iTunes 8 updates seem to be loosing the ability to communicate (COM) with other applications. This used to happen in iTunes 7 as well but it was very rare.
To fix this problem you'll need to Uninstall iTunes 8 completely first. Then download the complete iTunes installer at www.apple.com and reinstall iTunes 8. Your music libraries, playlists, etc. will not be affected by this.
You may need to repeat this process on all Windows computers running iTunes and TuneRanger.
Q: What are the six most important things I can do to get TuneRanger to work?
The following suggestions are in frequency order. Item one solves 90% of all problems encountered.
- Turn OFF the firewalls on all computers where you install TuneRanger. We can't stress this enough. Once you've confirmed TuneRanger is working, you can go back and configure the firewalls if you wish.
- The iTunes preference setting iTunes->Preferences->Advanced->General->iTunes Music folder location must point to the directory or folder containing all your music and video files. That folder must be accessible to iTunes and iTunes must be able to write to it
- The iTunes preference setting iTunes->Preferences->Advanced->General->Keep iTunes music folder organized must be checked ON.
- TuneRanger must be able to access the internet in order to validate trial activation codes as well as serial numbers. On Mac this can cause network timeouts as long as 5-7 minutes making it look as if TuneRanger has hung or crashed when in fact it is only waiting for the timeouts to expire.
- Make sure your router is not blocking TuneRanger's communications within your network (statefull packet inspection-capable routers can do this). If so, turn this feature OFF.
- Assuming you are not running a web, ftp or e-mail server from inside your network, sometimes changing the default ports used by TuneRanger can help get things going. Try something common like port 80, 21 or 25 or any other port less likely to be blocked that does not conflict with something else inside your network.
Q: Is there a TuneRanger Server?
A: Every TuneRanger installation is a client and a server at the same time. If you get an error message telling you a remote is "Not a TuneRanger Server" the message is in error and actually means that (a) the remote license has expired or (b) that there is a network connectivity problem that must be resolved (see Firewalls above). In the User Guide the client is the TuneRanger application that initiates a sync and the server is the remote.
Q: Will TuneRanger sync iTunes libraries and playlists that use a common share on a server or a NAS without duplicating files on the NAS?
A: The answer is yes as long as all sync clients in the group point to the network share in exactly the same way. The key is in the iTunes preference setting iTunes->Preferences->Advanced->General->iTunes Music folder location which must point to the shared directory containing all the music and video files on the NAS. This setting must be the same for all iTunes libraries to be synchronized. Another critical setting is "Keep iTunes Music folder organized" which must be checked ON for everything to work properly.
Q: I run TuneRanger, enter my serial number and nothing happens.
A: What you describe can be caused by one of three things.
- TuneRanger is not able to access the internet to validate your serial number.
- iTunes is not responding to messages from TuneRanger.
- An iPod is plugged in and somehow affecting iTunes-TuneRanger communications.
Quit iTunes and TuneRanger. Restart if necessary. Make sure the Firewall on all computers is completely OFF (on Leopard: Allow all incoming connections). Make sure there is internet connectivity and that nothing is preventing TuneRanger from accessing the internet. Also, unplug any iPods from the computer.
Sometimes Force Quitting or crashing can damage TuneRanger's default Sync settings files.
- On Windows: Just Uninstall TuneRanger and reinstall.
- Mac OS X: Delete your current installation by throwing TuneRanger (Applications) into the trash and emptying the trash. Then go to "username\Library\application support\Acertant\TuneRanger" and delete the sync settings folder. Empty the trash. Now reinstall TuneRanger.
Now launch iTunes first and click on any alerts or license agreements that pop up. When you see the iTunes library window, only then launch TuneRanger. Enter your serial number and it should come right up.
Q: Can I install new updates over my previous versions?
A: You must completely remove earlier versions of TuneRanger before installing the new ones.
- On Mac OS X, open the Applications folder, drag the TuneRanger application to the trash, and then empty the trash before running the new installer.
- On Windows, remove the old version using the "Add/Remove Programs" control panel before running the new installer.
Q: I get a -15069 error in the log when synchronizing. How do I fix this?
A: A -15069 error means iTunes was unable to create a directory inside the iTunes Music folder specified in iTunes advanced preferences.
The directory specified in iTunes->Preferences->Advanced->General->iTunes Music folder location must be writable with proper permission for iTunes to write to it and with enough space for all your music and video files. As a test create a local empty folder and point the previous folder location setting to this folder. In all cases make sure the iTunes->Preferences->Advanced->General->Keep my Music Organized" is always ON (checked).
Q: How do I reset my firewall settings after verifying everything is working with them OFF?
A: Open ports 10564 AND port 10565 on each computer's firewall using the specific instructions of your operating system or 3rd party software. If you change TuneRanger's default port settings remember to open those port numbers (always new port # and port # + 1) on all firewalls running TuneRanger.
Q: Can I sync my iTunes library at work with my computer at home over the internet?
A: TuneRanger communicates over TCP/IP which means it can work over the internet. However, auto discovery using Bonjour does not work over the internet. You'll need to keep track of external IP addresses manually.
On the "server" side, if your home router is UPnP enabled, TuneRanger (Windows version only) can configure the router's port forwarding feature for you, otherwise you can do it manually by forwarding ports 10564 AND 10565 (default base and base+1) to a designated computer located inside your network and running TuneRanger and iTunes.
On the remote "client" TuneRanger you will then enter the external WAN IP address of your home internet connection and the base port number. Keep in mind that IP addresses can change within your network. DSL and many cable connections can also have dynamic IP addresses than change over time. Keep all these factors under consideration when synchronizing over the internet.
Q: Do I need to purchase a separate license for each computer I would like to sync?
A: The basic TuneRanger 1-User license sold from our website includes 5 client licenses for a single platform. This allows you to synchronize up to five single-platform computers together. You'll need a second license to sync to the second OS platform (our website offers an automatic $10 discount for the second license).
Q: Can I use TuneRanger to restore my music and video collection from another computer in the event of a crash?
A: Yes. That is one of the advantages of keeping an up-to-date copy of your entire iTunes library and media files on more than one computer at a time. TuneRanger makes it easy to restore an entire iTunes collection from one computer to a another.
Q: I get an Error code -9 in the log when synchronizing my iPod. How do I fix this?
A: A -9 error means you need to set "Enable Disk Use" to ON (checked) in the iPod panel of iTunes. Also, if you are on Windows the iPod can't be formatted under HFS.
Q: Can TuneRanger synchronize the iPhone or iPod Touch?
A: The iPhone and iPod Touch are missing the "Enable Disk Use" feature present in all other iPod models. This feature is the one that allows 3rd parties (like us) to access the songs and videos on the iPods and move them back to your computer. Without this feature we are unable to support those devices. We are keeping a close eye on the situation and if it changes we'll post a notice here.
Q: I can't find where to set my iPod Shuffle into the required manual mode. How do I do this?
A: Actually there is no manual mode on the Shuffle. TuneRanger can read from but can't write to the Shuffle. The sync settings that copy out of the Shuffle such as "Make iTunes equal to iPod" and "Copy iPod to iTunes" are the only ones supported. The "Enable Disk use" setting for the Shuffle must be set ON for TuneRanger to read from the Shuffle. You must continue to use iTunes to write to the Shuffle.
Q: I can't sync from my iTunes to the iPod Shuffle. How can I fix this?
A: We don't support writing to a Shuffle only reading from it. The sync settings that only copy out of the Shuffle such as "Make iTunes equal to iPod" and "Copy iPod to iTunes" are the only ones supported at this time. You should use iTunes to write to the Shuffle.
Q: Does TuneRanger sync Ratings, Play Counts, Last Play Date, EQ Settings and Comments?
A: Yes! Each of these fields can be synchronized or they can be excluded from synchronization.
Q: Can I use TuneRanger to sync one computer with a Firefly server or an external drive containing an iTunes library?
A: TuneRanger is designed to sync between two computers running iTunes and TuneRanger. Firefly, iTune's built-in sharing, a local hard drive, or a lone network share will not substitute for a second computer running iTunes and TuneRanger.
Q: Does TuneRanger support VPNs or multiple virtual or multiple physical network adapters on the same computer?
A: TuneRanger's support of multiple network adapters (virtual or physical) on the same computers is limited.
The limitation is that TuneRanger always uses the first adapter in the system list. If the VPN is first then it should work if it's not then it will not work.
Mac OS can rearrange the order of network adapters but Windows can't. Try TuneRanger on your system before buying to make sure it will work.
Q: The serial number I received from a reseller (starts with JTX-) doesn't work with the installer I downloaded from your website. How can I fix this?
A: Reseller serial numbers aren't compatible with trials or downloads from our website at www.acertant.com. To solve the problem, you must remove the currently installed TuneRanger software completely first. Then download the reseller's installer using the instructions on your purchase confirmation and run the new installer. The Windows build you need is Build 274 and the Mac is Build 273. On Mac first delete your current installation by throwing the entire TuneRanger folder inside the Applications folder into the trash, empty the trash, and then re-run the downloaded Mac installer. Do this on all iTunes/TuneRanger-running computers. The reseller builds are functionally equivalent to those downloaded from our website.
Q: When TuneRanger syncs a TV Show to another iTunes it ends up under Movies instead. How can I fix this?
A: This is a known limitation. The issue with TV shows and Movies is known to us. The concept of TV shows was added to iTunes after Movies. We use Applescript (COM on Windows) to control iTunes and the interfaces that Apple provides don't distinguish between Movies and TV Shows.
We have no way of knowing which is which so everything ends up in Movies. We are hoping the Apple developer libraries will support the difference in a future release.
Q: Running the Save Album Art or Remove Duplicates utility tools crashes TuneRanger. What is causing this and how do I fix it?
A: The likely cause is some kind of corruption in your iTunes library or in a specific music or video file in your default iTunes music folder. This folder is defined in "iTunes->Preferences->Advanced->General->iTunes Music folder location." The solution is to rebuild your iTunes Library first and see if that helps. Apple has a Tech Note that explains how to do this here http://support.apple.com/kb/HT1451. Do this on all your iTunes-running computers.
If the problem is a specific file and not the library, then it gets significantly harder to track down. It's basically a process of elimination and then removing that file from the album art action list by checking it off until TuneRanger stops crashing.
Q: I got an Error code -15027 in the log after trying to sync. What does this mean and how do I fix this?
A: Error code -15027 tell us iTunes is crashing when we ask it to give us the contents of your iTunes library. The crash is in iTunes inside the COM (Windows inter-application communications) call. This means that your iTunes Library on your windows machine is corrupt somewhere. The solution is to rebuild your iTunes Library first and see if that helps. Apple has a Tech Note that explains how to do this here http://support.apple.com/kb/HT1451. Do this on all your iTunes-running computers.
Q: TuneRanger reported the following error in the log: "-102393:0: iTunes reported an error adding a song." What does this mean and how do I fix this?
A: That specific error code occurs when we tell iTunes to add a song to the library and iTunes returns an error adding the song. We report Unauthorized Music since we though that is the most common error, iTunes does not return error details to us. There can be other reasons why iTunes refuses to add the song. For example, if the song is corrupted somehow iTunes won't add it. I have seen issues where songs that have strange characters in the filename wont add either. Before telling TuneRanger tells iTunes to add a song to the destination library TuneRanger transfers the physical file to the destination computer via the network (I assume you are doing a network sync and not an ipod sync). Therefore, it should have copied the song over and placed it in your library folder inside the artist folder. Look for the file in the destination computer's default iTunes music folder location and then try adding the song to iTunes library manually to see if iTunes returns a more descriptive error.
Q: I get the message "-19564: Unknown errr encountredCommunication Error:" in the log after trying to sync. What does this mean and how do I fix this?
A: The -19564 means something is preventing TuneRanger communicating with other iTunes/TuneRanger-running computers.
There can be several causes for this. First, make sure the Firewall on all computers is completely OFF.
On Tiger, XP or Vista make sure the local Firewall is turned completely OFF.
On Leopard go to System Preferences->Security->Firewall and set it to Allow all incoming connections.
Do this on all computers you want to sync. Once you've established TR is working, you can go back and reconfigure the firewalls to be more selective.
Second, go to every computer where iTunes and TuneRanger are installed and make sure iTunes has not picked up a new update and is awaiting for you to accept a license agreement or that it has any other alert windows on the screen waiting for your input.
These situations can make iTunes and TuneRanger unresponsive and result in a communications error on the client computer. Lastly, check all computers running TuneRanger to make sure they are fully authorized.
When TuneRanger accepts your serial number correctly the menu to enter the registration number disappears and the About displays your serial number or says "Purchased." That would confirm each license was activated completely.
Q: Can TuneRanger sync an iPod that has been formatted under HFS on Windows?
A: If an iPod is formatted in HFS (a Mac only format) TuneRanger will not be able to get to the files and move them to your PC from a Windows machine by itself. There are several companies that make software which enable Windows PCs to mount HFS drives. One that we've used in the past has a 5 day trial-version at:
http://www.mediafour.com/products/macdrive/freetrial/
Don't forget to put your iPods in manual mode and to Enable Disk Use when using TuneRanger.
Q: The ratings, playcounts, etc. from my iPod won't copy over to my iTunes when using TuneRanger.
A: TuneRanger only supports syncing of iTunes metadata (tags not part of the music files such as ratings, playcount, etc) when doing an iTunes to iTunes sync over a network. We don't support syncing metadata to/from the iPod. All the tag info embedded in the files is transferred but those fields proprietary to iTunes are not.
Q: Can TuneRanger sync WAV or Audible (.aa) files?
A: TuneRanger doesn't support tagless file formats such as WAV. We also don't support Audible (.aa) files. Please consider converting your WAV files to a more compatible format that includes support for tags. If you want to keep the highest possible quality Apple Lossless format is excellent and 1/2 the size of WAV files.
Q: I get a message in the log that says "Slow populate mode" what does this mean?
A: Log entries such as "slow populate mode" indicate corruption in your iTunes library database. When we were developing TuneRanger we found this to be a common problem affecting many users without them knowing it and we addressed it by trying several methods of getting iTunes library list. That is why you see the message: "iTunes Trying slow populate due to error." The only way we know of eliminating those errors is to rebuild the iTunes database. You should be able to rebuild your iTunes DB from scratch with minimal loss using the backup xml file iTunes maintains next to the actual database. We recommend you rebuild your iTunes Library and see if that helps. Apple has a Tech Note that explains how to do this. http://support.apple.com/kb/HT1451. Do this on all your iTunes-running computers.
Q: How can I merge two iTunes libraries using only one computer?
A: TuneRanger is designed to sync between active iTunes libraries running separate computers connected over a network. A set of files on a folder will not substitute for a second computer/iTunes/TuneRanger set. One way to consolidate iTunes libraries is to choose one library and open it in iTunes. Then import the actual song files from other libraries into iTunes (dragging and dropping the folder containing the song files works as well). In order for this to work the preference settings: "iTunes->Preferences->Advanced->General->Copy files to iTunes Music folder when adding to library" and "iTunes->Preferences->Advanced->General->Keep Music folder organized" must be checked ON. This assumes the setting "iTunes->Preferences->Advanced->General->iTunes Music Folder location" already points to where the base open library's files are located (not to where the imported files are located). The end result will most likely create a lot of duplicated files which normally would be very time consuming to fix, but using TuneRanger's Remove Duplicates utility this process is mostly automated. It's a round-about way of doing it but it works.
Q: I get the message "-11163: Unable to delete" in the log after trying to sync. What does this mean and how do I fix it?
A: That specific error means we tried to delete the file and the OS gave us an error. There could be many reasons for this. The file might not exist at that location in which it's an orphan. If you have orphans it might be good to do a remove orphans before running the remove duplicates. If it's not an orphan and the file exist at that location, then there may be issue with having access rights to delete the file.
