1 2 3 Previous Next 43 Replies Latest reply: Nov 9, 2009 10:20 PM by Matt Domenici
YokoVP Level 1 Level 1 (10 points)
ATV has worked fine until I downloaded two movies recently via ATV. When I play both movies, the TV shows the movie as playing, but only a white screen with no sound. I can fast forward the movie to different chapters, but still only a white screen instead of the movie. Otherwise, ATV works fine. Has anyone else had this problem and how do I receive a refund for two movies that I could not watch?

Intel IMac 3.06, Mac OS X (10.5.4), G5 IMac ATV ITouch
  • 1. Re: White Screen Movies
    Chenks Level 5 Level 5 (7,420 points)
    are they rentals or purchased ?
    if purchased sync them back to your itunes and see if they play ok on your pc/mac.

    if you want a refund you need to contact itunes store support.
  • 2. Re: White Screen Movies
    AlanDC1 Level 1 Level 1 (0 points)
    I recently noticed the exact same problem, the movies do play just fine on my Mac, but only white screen and no sound on the ATV.
  • 3. Re: White Screen Movies
    YokoVP Level 1 Level 1 (10 points)
    Both movies are rental...I'm downloading another rental movie via ATV to see if the white screen problem occurs again. BTW, watching trailers on ATV is no problem. As for reporting this problem in the ITunes store, when I log into my account, select recent purchases and then select "report a problem" nothing happens...no pop up window or reroute to email to report the problem. I'd like to talk to somebody in ATV support for a refund, but finding a phone number is like looking for a needle in a haystack.
  • 4. Re: White Screen Movies
    Chenks Level 5 Level 5 (7,420 points)
    ATV support cannot give you a refund on the purchase though, only itunes support can do that.
  • 5. Re: White Screen Movies
    Chas Hulme Level 4 Level 4 (1,130 points)
    I've seen this before too... I suggest you try restarting your AppleTV before requesting a refund. All computers need to be restarted periodically, and AppleTV is no exception. I just wish Apple would put more emphasis on this simple troubleshooting step...

    Good luck.

    http://support.apple.com/kb/HT1560

    Message was edited by: Chas Hulme
  • 6. Re: White Screen Movies
    YokoVP Level 1 Level 1 (10 points)
    Yes, the ATV restart fixed the problem, with the suggestion from ATV support. Support also passed the refund issue to ITunes support. They authorized a re-download of the two movies I missed, with no charge.
  • 7. Re: White Screen Movies
    normdVA Level 1 Level 1 (0 points)
    Yes, that worked for me as well. Thanks! I wish Apple would fix this problem. This the third movie I've had this problem with .
  • 8. Re: White Screen Movies
    Beverly Martin Level 1 Level 1 (5 points)
    Had this same problem also. I explained in my email to support that I had bought and downloaded it on my Apple TV the solution they suggested was to make sure I had the current version of Quicktime on my computer. ?????

    What a waste of time.
  • 9. Re: White Screen Movies
    wastedyuthe Level 1 Level 1 (75 points)
    Yes, had a white screen the other night when I tried to watch my purchased copy of The Shooter. After rebooting the TV it worked fine. Strange. As others have said all other videos played fine. It was a little embarrassing as I was trying to show off my TV to my brother at the time.
  • 10. Re: White Screen Movies
    NigelC Level 1 Level 1 (45 points)
    I also ran into this problem, for the first time, last night.

    I'd rented the HD version of "The Bank Job", and after pressing "play" was greeted with a completely white screen behind the play & download progress bar. Tried a few things (re-selecting the HDMI switch input, powering off/on the TV, and noticed an HDCP message indicating a failure in the HDCP handshake might be to blame.

    In the end I power cycled the AppleTV, and was then able to play the movie without incident.

    Seems like the AppleTV got itself into an odd state. I wish Apple would fix this problem, and the one where the AppleTV periodically greets you with that Apple Icon... requiring another restart.
  • 11. Re: White Screen Movies
    myheadhurts Level 1 Level 1 (30 points)
    I'm glad I was able to come across this fix for my ATV. This fixed my ATV as well. Wish Apple was more proactive, I don't know what I'd do without Apple Discussions.

    Thank you,

    mhh
  • 12. Re: White Screen Movies
    jc84 Level 1 Level 1 (5 points)
    ReStart the Apple TV, I rented the same movie three times and refunded twice before I looked it up on the discussions. Apple had only an automatic message that they would be giving a refund and forwarding the problem to apple tv. ALWAYS CHECK THE FORUMS, we get faster answers than the developers.
  • 13. Re: White Screen Movies
    David Colton Level 1 Level 1 (45 points)
    I guess I haven't given any thought to white screen movies being related to rented versus purchased. However, I rented two movies last night and bought a TV show. The movies were white screens and the TV show was just fine. I do have an HDMI switch and a I switch away from the ATV when downloading, but if that had anything to do with white screen I would have thought it would have affected the TV show too.

    Restarting seems to "fix" the white screens. Perhaps there will be an Apple update some day to really fix the problem.

    David
  • 14. Re: White Screen Movies
    John566 Level 1 Level 1 (5 points)
    I had the same problem on a movie (Addams Family). I purchased it on my MacPro and it played with a white screen when streamed to the ATV. A reset of the ATV fixed it.
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