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Level 1

125 points

Certain iTunes Store Videos Don't Play On 5th Gen iPod

Hi,

I'm using a 5th generation iPod (80 GB) model connected to a Mac Pro running OS X 10.4.11, using iTunes v7.6.2 to manually sync the content on the iPod. There were two files that I received today from the iTunes Store (via a season pass notification). The two files downloaded successfully to the desktop and I verified they were playable from within iTunes.

Since I am manually managing the content on the iPod, I manually copied the episodes from my iTunes TV Show library to the iPod. The files copied successfully (there were no error messages). I then attempted to play the videos from the iPod to my TV (using the Apple iPod AV Connection Kit). The two videos do not play (I did select the TV out option). They appear to start and then ... nothing. No output. I am still able to play video content in this manner using other files, but not these. I am also unable to play the files to the iPod screen (same symptoms as before).

I am able to play the two files with the iPod connected to the host computer (by double-clicking the files in their respective folder -- if this is actually playing the iPod files or the library files, I cannot determine).

I ran Disk Utility on the iPod, and no errors were reported. I reset the iPod IAW <http://www.apple.com/support/ipod/five_rs/ipod5gen>. There was no change. I also deleted the two files from the iPod and replaced them with copied from the library. As far as I can see there are no pending iPod SW updates, so reinstalling the iPod SW may not help. I am also hesitant to blow away the contents of the iPod. I will ensure I have a good backup before doing anything like this...

Does anyone have any other suggestions?

Thanks in advance,

Rocky

Mac Pro 2x2 2.66 GHz 7GB RAM, Mac OS X (10.4.10), 5th Gen iPod (80 GB)

Posted on Apr 14, 2008 11:14 PM

208 replies

Apr 23, 2008 6:52 AM in response to Colerain

Just adding another voice to the list....my April 10, 13 and 17 episodes of "Eli Stone" will not play on my 5G iPod. I bought this iPod the same time as my MacBook Pro 17 months ago; the MacBook Pro plays the video fine, the 5G iPod does not. These $400 items are not "disposable;" they need to have a life beyond 17 months (some users on this board have had theirs less than a year). Many are still covered by the Apple warranty or AppleCare, and I dispute the assertion that they should be considered obsolete technology. Whatever new encoding is being used, it needs to be universal enough to cover items purchased within such a short time frame. Some users are reporting that new episodes of previously problematic programs (nice alliteration, eh?) seem to be working now; I hope that turns out to be true.

Apple advised when I reported the problem to iTunes Support that they "are investigating and would respond when more information becomes available." At least they have acknowledged there is an issue, but it is clear that many users on this board have been brushed off. I will wait until I receive a response (if I receive a response) before spending any more money in the iTunes store. One thing I do wish would happen is for some media organization to take this issue public, since Apple is going to such extremes to sweep it under the rug.

Apr 23, 2008 8:23 AM in response to Mark Augustine

I don't get the accusations of "planned obsolescence" - weren't the videos not working for a week or two, but fixed now? Did they go back and fix media released during those weeks (like tv episodes) or is it just the new stuff that is OK?

Mark Augustine wrote:
Yes, well we have a different problem here - getting shows that work re-downloaded. I got an ipod tech service person on the phone to check into this and she said she could only have me pay for more tech service. She said since itunes is a free program they do not offer free support. When I said my problem was not with a free program but with material I PAID TO DOWNLOAD she merely repeated the same mantra - apparently failing to see the logic of my reasoning.

Have you tried talking to apple customer service instead of tech support?

If the videos have been fixed now, you just need a store credit or refund then you can get them again. You bought a video and it doesn't work, can't they just give you a refund/credit? That's not something that would require a (paid) tech support call.

n8inpas

Level 1

9 points

Apr 23, 2008 8:31 AM in response to Mike Connelly

Mike:
While some have experienced their shows being "fixed", I have still not seen this to be the case. One show that I downloaded last night (the most recent episode of Canterbury's Law) STILL would not play on my 5G. So.. the problem is still out there.

As for the "obsolescence" argument, I still have my doubts.
There are no clear notices or warnings about this by apple in iTunes and to make the change without said warnings (thereby selling something for nothing to 5g ipod owners, for example) would open up a bunch of legal problems. My thoughts.

Apr 23, 2008 8:34 AM in response to n8inpas

In lieu of an OFFICIAL reply from Apple, I'm not going to PAY for replacements until they give me the all-clear. Which may take some time, sigh...

ja9

Level 1

0 points

Apr 23, 2008 10:56 AM in response to Rocky Pope

I have the same problem - it is so frustrating!!!!
I did a full restore of the ipod and also re-bought the files to download again, but nothing worked.
Hopefully they will fix it soon,
I am glad it is not just me 🙂
ja9

Rocky Pope Author

Level 1

125 points

Apr 23, 2008 11:01 AM in response to ja9

The issue is fixed, based on what others have said in this message thread. It's possible that not all videos have been re-encoded, as some have mentioned here that some newly-downloaded videos still don't work.

I feel that you are owed the cost of purchasing replacements, but that's just my opinion.

Regards,

Rocky

ja9

Level 1

0 points

Apr 23, 2008 11:15 AM in response to Rocky Pope

Hi
I will try to get refund for re-buying the videos but am so frustrated that they still dont work, it was only today I bought my most recent one that doesn't work. My list of non-working so far is Eli Stone, Desparate Housewives, NCIS - even Ben 10 for my son! (he was very disappointed:( !)
When you say 'fixed' do you mean if they were to be downloaded AGAIN that they would work, or just some shows would work but not necessarily the ones I am after??
Any help would be greatly received - thanks
ja9

Rocky Pope Author

Level 1

125 points

Apr 23, 2008 11:21 AM in response to ja9

Based on what I have read in this thread, videos download since yesterday have worked. I tried this out by purchasing a video, and I was pleasantly surprised when I saw it play on my 5th generation iPod.

This was my experience; your mileage may vary.

tricksee

Level 2

184 points

Apr 23, 2008 12:25 PM in response to Rocky Pope

My Eli Stone is fixed. All I did was delete it from my iTunes, then I chose "check for purchases" under the store tab. The show redownloaded and works just fine. No refund necessary, no problem.

So much for the conspiracy theories...
Thanks, Apple!

Apr 23, 2008 1:45 PM in response to tricksee

I just tried these set of steps with no luck. I deleted the video that has the issue from iTunes. I chose "check for purchases" under the store tab and then I get the following message:

"All purchases have been downloaded for this account. Purchases can only be downloaded once. You can burn a CD, DVD, or use shared folders on your local network to transfer them to another computer."

I've backed up my videos but this is truly aggravating!! Steve Jobs better get off his iButt and do something otherwise the iSh*t will hit the iFan!! Sorry, just had to let off some steam...

Rocky Pope Author

Level 1

125 points

Apr 23, 2008 2:12 PM in response to tricksee

How recently was your item purchased? It distresses me to see the next person's comments, that they received a message stating that purchased could be downloaded once... That was pretty much the result I would have expected. I know that they typically don't allow items to be redownloaded. If you lose your content, you're pretty much out of luck.

tricksee

Level 2

184 points

Apr 23, 2008 3:03 PM in response to Rocky Pope

I reported a problem with the original download and followed the steps that the iTunes support gave me. Perhaps you don't get the option to re-download if you don't take the time to report a problem. I was very specific in my report that the problem was with the file, my iPod worked properly, and the content had been properly transferred. I didn't want them to give me a bunch of trouble-shooting steps. The first response was this:

+I'm sorry to hear that "Soul Free" has not been playing for you on your iPod. My name is Natalie and I am delighted to assist you today! First and foremost, I apologize for any frustration this issue may have caused. I have re-posted the item to your account. Before resuming this download, I advise you to delete the first download of this video. This will prevent you from having duplicates and also from mixing up the corrupted version and the fresh one.+

I just went through the process laid out by Apple Customer Care (report the problem and wait for the response) and everything was taken care of without an issue.

Great service from Apple, just as I expected and am used to.

Rocky Pope Author

Level 1

125 points

Apr 23, 2008 3:38 PM in response to tricksee

OK, I understand now. I am waiting for Apple to contact me regarding my report. So, theoretically, it's just a matter of time... [hopefully].

Thanks for the information,

Rocky

Andy-boy

Level 1

0 points

Apr 23, 2008 6:11 PM in response to Rocky Pope

Hey, Gang.
Just wanted to put in my two-cents, as I seem to be having the exact same problem.
I've been a frequent down-loader of T.V. shows, but hadn't downloaded one for awhile until about 10 days ago. Since then, three of the four shows I downloaded (episodes of "Desperate Housewives", "Eli Stone", and "Everybody Hates Chris"... all from three different networks) will play on my computer but NOT on the iPod. An episode from "Breaking Bad" was the only recent purchase that seemed to work (I downloaded it as a test).
Since then I have made sure I have the latest updates for both my iTunes and iPod, and even used Restore to re-set my iPod. After I restored, I even deleted the "Desperate Houswives" episode... and bought it AGAIN, as a test: it still wouldn't play.
I went to the Genius Bar at my local Apple Store, and they figure it has to be a code problem coming from the iTunes Store (my iPod checked out fine). They said that they had heard of similar problems from people trying to view "Desperate Housewives".
Anyway, I sent a trouble report to the iTunes store today, and they say that they will get back to me "in 24 hours". Let's hope they have a solution, and let's all of us keep the pressure on.
At least it's good to know it's not just my problem.

Colerain

Level 1

0 points

Apr 23, 2008 6:36 PM in response to tricksee

That is exactly what I did last week and the replacement download did not work either. I just got another email today and they have given me two credits and told me to use them to repurchase my two NCIS episodes. Quoting the email "Please try again in a few weeks to repurchase your videos."

Since the problem seems to be fixed, it would be helpful to know if the videos we all have had trouble with now work.

My problems were with NCIS--StakeOut and DogTags--please let me know if anyone has successfully downloaded these two shows.

Certain iTunes Store Videos Don't Play On 5th Gen iPod