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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 7:13 PM in response to Rocky Pope

I just brought a music video today and it played just fine. Then I was playing other music videos and my ipod started to freeze then it skipped to another video. I went down to the store and they said to restore my ipod. I did and it still doing the same thing. This all started when I brought a music video Music of the Night by David Cook from American Idol on itunes today. Gee I just love my ipod and watching the music videos. Anyone else having the same problem.
5th Gen iPod
Charlotte

Fujishu

Level 1

0 points

Apr 23, 2008 7:48 PM in response to Rocky Pope

I briefly reported last week that I had restored my ipod and a day later (somehow) Video Ipods downloaded free from a website (New Earth, the series) had normalized themselves fully on my 80 gig G5. (My problems with viewing podcasts began around April 10 or thereabouts.) Unfortunately, my luck was short-lived. The next program downloaded on Tues (with a synch of the ipod at the same time) sent me right back to the same status: no visible video odcasts, old or new ones, just a small shrunken image of the first frame of each. (All materials play normally on the MACBOOKPRO, using ITUNES 7.6.2 [9]). Click on the frame to start the podcast and the Ipod freezes and needs to be rebooted. This problem must somehow be related to your imperfectly solved problems involving downloaded paid ITunes movies, etc. I have written several times to various Apple sites but have yet to receive a personal reply. Will post it if I am successful!

tricksee

Level 2

184 points

Apr 23, 2008 7:54 PM in response to Andy-boy

Andy-boy-
FYI- My issue was also with Eli Stone which I downloaded on Monday. I reported the problem and was told to delete the episode and redownload with the credit they issued. I did that this morning and it now plays fine on the iPod. That's probably what they'll do with you, but if you don't want to wait, I suggest just downloading it again and then asking for a refund for one of them. Anyway, Eli Stone is the only one I can report on...
Hope it works for you now!

tricksee

Level 2

184 points

Apr 23, 2008 8:01 PM in response to Fujishu

My iPod never froze, it just flashed a black screen and play symbol for a few seconds before returning to the main menu. Maybe you are having an iPod problem as well as the video issue we have experienced here???

When I did "report a problem" through iTunes, I immediately got a response that I would be contacted by a CS rep in the next 48 hours... It took less than 24 for me to get a satisfactory response and solution from them. I suggest reporting it right through iTunes and being clear that you have downloaded properly, transferred to the iPod properly, have other working video on your iPod, and that the video works properly on the computer.

Let us know if it gets resolved...

Apr 23, 2008 8:50 PM in response to tricksee

FYI, this evening I received a reply from Apple Customer Service, asking me to send them the list of videos I purchased, along with order numbers. I'm assuming I'll be credited and asked to delete and re-download the episodes.

Apr 23, 2008 9:07 PM in response to Rocky Pope

I did re-escalate the issue via iTunes support and got this letter from a different support person then the one I was dealing with:

Dear Shelley,

I'm sorry to hear that the videos you have purchased cannot be played on your 5th generation iPod.

In addition, I have submitted this item for investigation. Apple takes the quality of the items offered on the iTunes Store seriously and will investigate the issue with this item, but I can't say when or if the issue will be resolved. Please try again in a few weeks.

If you don't see the credits, refresh your account information by signing out and back in to the iTunes Store:

1) Open iTunes.

2) Go to the iTunes Store.

3) From the Store menu, select Sign Out.

4) From the Store menu, select Sign In. Enter your account name and password and click Sign In.

Your video credits should now appear next to your account name.

The sales and service policies for the iTunes Store are available here:
http://www.apple.com/legal/itunes/ww

I hope that you continue to enjoy using the iTunes Store.

Sincerely,

iTunes Store Customer Support
http://www.apple.com/support/itunes/ww/

I sent in my message a link to this thread. And wrote this after I sent a rather scathing eMail when they tole me to take my iPod to an Apple Store.

+Im checking to see if there has been progress on this issue. I still can not play video downloaded after 4/10/08 from or on my iPod.+

+ http://discussions.apple.com/thread.jspa?threadID=1486046&tstart=0+

+This discussion on the Apple forums site seems to talk about the same problem I am having.+
Thanks

Rocky Pope Author

Level 1

125 points

Apr 23, 2008 11:46 PM in response to Shelley Johnson1

Sorry to hear that they asked you asked you to take the iPod to an Apple store! At least they didn't ask you to send it in for repair, like someone here had mentioned!

Regards,

Rocky

tricksee

Level 2

184 points

Apr 24, 2008 7:18 AM in response to Rocky Pope

So, Rocky, is your problem solved or do you still have video that won't work? Just wondering... I only had the issue with the one video as I am not an avid video downloader 🙂.

Frost AD

Level 1

0 points

Apr 24, 2008 9:59 AM in response to Rocky Pope

I just recieved the 4th video of my season pass of TUF, and it played just fine on my iPod. Still the 2nd and 3rd shows are not working and I do not see any updates to download and fix the problem. Not sure what to do next....anyone have any suggestions?

Colerain

Level 1

0 points

Apr 24, 2008 12:55 PM in response to Colerain

Thank You APPLE and iTunes!!

My problem was with two episodes of NCIS--I reported the problem and they gave me two credits. It really worried me when they said to repurchase "when or if" the episodes were fixed. After reading that others have replaced their bad files, I decided to try one. I deleted "StakeOut" from iTunes and my recycle bin, synced my iPod to remove the bad file, purchased "StakeOut" with one of my store credits, synced iPod again and it worked. So, I went through the same process with the episode "DogTags" and had the same result. All are working great.

I LOVE MY iPod!!!

Message was edited by: Colerain

tricksee

Level 2

184 points

Apr 24, 2008 5:12 PM in response to Frost AD

For me, there wasn't really an "update." I just deleted the old file and downloaded it again from the iTunes store. The CR rep gave me a refund for my purchase so I didn't have to pay a second time... You should report a problem with the episodes that aren't working through the iTunes store, if you haven't already. My issues were solved within 24 hours...

Colerain

Level 1

0 points

Apr 24, 2008 5:23 PM in response to tricksee

That is basically how the problems were resolved for me too.

I don't know if all content is fixed but I just purchased the last two episodes of Canterbury's Law and they work perfectly.

Apr 24, 2008 5:44 PM in response to Colerain

Just received notice from Apple Customer Service that my video purchases will be refunded and my account credited with additional video purchases.

Rocky Pope Author

Level 1

125 points

Apr 24, 2008 8:00 PM in response to tricksee

I have verified that new content is playable on the iPod. I have a season pass that added another episode yesterday. I was able to play this episode on the iPod.

I am still waiting for Apple to get back to me regarding the replacement of my two non-playable episodes. I'm getting there...

Regards,

Rocky

sfdays

Level 1

0 points

Apr 24, 2008 10:15 PM in response to tricksee

Thanks for the post tricksee. I followed your lead by deleting and re-downloading the season finale of Eli Stone. Now it plays on my 5th Generation 60GB video iPod.

I had purchased two episodes of Eli Stone, neither of which played on my iPod. I contacted support via the "report a problem" link on the iTunes Purchase History page and reported a problem for each episode with the exact same discription. I got two responses:

1. "I have issued you 1 video credit. The iTunes Store Terms of Sale state that all sales are final, so please note that this is a one-time exception."

2. "Your request for a refund was carefully considered; however, according to our Terms of Sale, all purchases made on the iTunes Store are ineligible for refund. This policy matches our refund policies and provides protection for copyrighted materials."

If it walks like Microsoft and it quacks like Microsoft, how can it be Apple? Bill, are you in there somewhere?

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