Previous 1 2 3 Next 33 Replies Latest reply: Nov 17, 2008 8:51 PM by Thomas Herbold Go to original post
  • denvermac Level 1 (10 points)
    At least you can download HD content. I placed several episodes in my cart and when I click my cart to download, they are grayed out and the price is "unavailable". Why are they unavailable? The are past episodes that have already aired. Anybody have a clue?
  • Hudson_Ferris Level 1 (20 points)
    I had forgotten about that. When I first tried to download the HD programs and had iTunes set up to use a cart, all the HD programs were grayed out in my card and "unavailable." When I switched from the cart to one-click purchase, they could suddenly be downloaded. So another bug, which I also hope they fix as I don't like one-click purchasing ... too easy to buy stuff by mistake.
  • Ben Jammin' Level 1 (25 points)
    Thank you for this advice. Now that I've just done that, I really hope iTunes didn't delete everything that was previously in my shopping cart since I had a lot of stuff I wanted to "save" to get eventually.

    I bet we'll see 8.1 within 2 weeks because of the lost revenue on this bug.
  •, Inc. Level 1 (0 points)
    I had the same thing happen but also most of my downloads were removed from my download list before I got to download them. I orderd all 4 seasons of House 1,2,3,4 and after 1 was done season 2,3,4 were removed and now my account says everything has been downloaded! ~~~ *** Apple? At $60 a season I want what I bought! They are not even replying to my emails asking to re-initiate the download...
  • Andrew Burwell Level 1 (75 points)
    Same problem here. Have a whole season of non HD versions of BSG.
  • Jason Olson3 Level 1 (0 points)
    I'm having the same problem. I was buying the shows 1 by 1, and if I watched them as they downloaded I had no troubles. Apple supports says that 1 of the shows I downloaded in no longer available.
  • Hudson_Ferris Level 1 (20 points)
    I just got an email from iTunes Store Support on this issue as follows

    +Greetings from California. I’m Jaime, with iTunes Store Customer Support and I will be happy to help you with this issue.+

    +Apple is currently working toward a resolution for the issue you have reported. You will receive an email after the matter has been investigated and further information is available.+

    +Thank you for your patience. Apple wants your iTunes experience to be as enjoyable as possible.+

    So hopefully they will fix the bugs in the software and the work out the human error, too, that allowed someone to think it is appropriate to give the SD and HD version the same file name.
  • Patrick Judge1 Level 1 (50 points)
    I downloaded a bunch of the free HD shows, included Battlestar Galactica and 30 Rock. How can I tell if I have the HD versions or the regular SD versions? What size and what res does Apple use for their HD content?
  • Hudson_Ferris Level 1 (20 points)
    If you downloaded the free HD shows, you should have two files, one for the HD and one for the SD version. To see what you have, look at the file sizes. An hour long HD show is over 1 GB, a half hour show is somewhere around 700 MB. The SD versions are smaller, around 500+ MB for an hour and about 300 MB for a half hour.

    Battlestar Galactica is 1.37GB and 521.1MB respectively, and 30 Rock is 719.7MB and 256.7 MB.

    The resolution is 720p (1280X720).
  • Patrick Judge1 Level 1 (50 points)
    Thanks HF. Then I am having the problem as all my free HD shows were overwritten with the SD equivelents.... argh!
  • ZBeeb Level 1 (0 points)
    So for the record I did get an email this morning from iTunes Support saying they had credited my credit card for the cost of the episode I didn't get...

    While this addresses my main concern and I have had more luck buying HD content with the simultaneous downloads enabled I've still been pushing the iTunes folks to understand I want the problem fixed (or at least acknowledged), not just a refund.

    Anyway, this really isn't fixed until Apple fixes the bug, so I'm leaving this issue as unanswered until they either fix it or acknowledge the bug.
  • Andrew Burwell Level 1 (75 points)
    Why has Apple not contacted me yet? I have received no e-mail, no refund of money, and lost an entire season of HD shows. Has anyone else not been contacted yet?
  • Chroko Level 1 (0 points)
    I also haven't heard anything back.

    I did silently get a "video" credit on the store for the HD episodes that were lost - but they can't be redeemed for HD episodes. And HD episodes still show as "unavailable" when in the cart (and not in 1-click mode).

    This is really bad and shows that the iTunes / AppleTV ecosystem is not a viable home theater option.

    At least BluRay disks don't delete themselves.
  • bobbydmarriott Level 1 (0 points)
    Ditto here. I have the silent credit too, but can't use it to download my lost HD episodes.

    I can't believe there has been no public acknowledgment of this problem. Very Microsoftesque.
  • Carol G Level 1 (65 points)
    I got a reply back from iTunes support. I found out that the HD versions ONLY work on your computer and Apple TV, not on any iPods/ iPhones. This didn't address the overwriting of HD versions, but explains why BOTH versions download. HTH, Carol

    "I understand you are concerned you are receiving both the HD and SD versions of
    your TV episodes. I can certainly appreciate your concern with this when you
    have limited hard drive space. My name is Brandie and I am more then happy to
    help you out with this.

    When you buy an HD-quality TV episode on the iTunes Store Carol, you'll receive
    both files: the HD-quality version and the standard-definition version. One copy
    is for your iPod, the other is for your computer and Apple TV. Previews for HD
    TV shows are only available in the standard-definition format. You can purchase
    HD TV shows by episode, by season, or using a season pass. Watching the TV show
    on your computer automatically plays the HD version. The HD version syncs to
    Apple TV, and the standard-definition version syncs to iPhone and iPod.

    I apologize Carol, there is no way to stop both from downloading. If you would
    like to remove one of the copies once you have them downloaded you simply need
    to click on the item, and from the Edit menu select Delete. You will know which
    is HD because it has the HD symbol beside it in your library."