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As you can see from the thread immediately below yours, I have a similar problem, or possibly worse as my Shuffle doesn't even appear on my MacBook Pro. It shows up as a hard drive icon on two other older Macs we've got here but as you say the Apple website is absolutely hopeless. Not much help to you I know but I thought it might make you feel a bit better to know you're not alone. I'm surprised none of the experts on this website seem to know the answer either.
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