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iTunes hassles

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It would be nice if they could solve this themselves, but they need a serial no. which wasn't provided when I purchased this computer here in Thailand.

1) My computer recently contracted a virus. My computer guy had to delete & re-install windows thereby losing my iTunes library. However, he saved my downloads in the D:drive. Ironically, my external hard-drive also packed in simultaneously although he was also able to restore this to an extent. I've been able to recover about 80% of my downloads. The strange thing is - when I recall what's missing - I can search and reload tracks which aren't appearing in either of the above locations. Is there a directory where everything has been saved?

2) Given my recent experience, I've subscribed to the iCloud assuming everything would be stored in outer space. However, the cloud icon only appears next to about 20% of my library. Is this a concern?

3) I've been able to copy over all the available downloads but not the saved playlists. Any ideas how I can achieve this?

Any advice on any of the above would be much appreciated

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