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Level 1

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Can't play purchased Videos on iTunes

Recently whenever I have tried to playback purchased Movies or TV Shows on iTunes, the program crashes and shutdown. Itunes continues to play any non-iTunes purchased video, all of my music, podcasts etc.

It only fails when playing video purchased from the iTunes store.

To try and remedy the problem:
I have uninstalled/installed QT three times
I have uninstalled/installed iTunes twice

After each install, I can play purchased video for a short while and then it crashes.

As you can imagine, this is absolutely infuriating as I have just spent a considerable amount of money buying TV shows from Apple and now I can't play them!

PC, Windows Vista

Posted on Aug 18, 2009 9:55 AM

29 replies

Katrina S.

Level 7

24,131 points

Aug 19, 2009 11:40 AM in response to X- Developer

X-Developer
+1. go to MachintoshHD:/users/Library/Preferences/com.apple.itunes.plist and delete that and launch itunes and see if that works.+

These are Mac instructions in a Windows forum.

Aug 19, 2009 11:42 AM in response to digitalhome

Do you mean the windows software because if you didn't I would highly recommend that.

digitalhome Author

Level 1

0 points

Aug 19, 2009 11:46 AM in response to Katrina S.

I have contacted ITS.

Don't know if I will get a response. I suspect they will tell me its a Windows problem

Katrina S.

Level 7

24,131 points

Aug 19, 2009 11:49 AM in response to digitalhome

You can bet on it! Just be persistent, and ask for it to be escalated.

Katrina S.

Level 7

24,131 points

Aug 19, 2009 11:50 AM in response to digitalhome

Don't know if you're interested, but here is an older post where Adobe Flash was interfering with iTunes video playback. If you haven't updated Flash lately, it might be worth a shot.

http://discussions.apple.com/thread.jspa?threadID=1749774

Aug 19, 2009 12:45 PM in response to digitalhome

Time for on-line chat with iTunes Support!

digitalhome Author

Level 1

0 points

Aug 25, 2009 5:20 AM in response to Pamela Gadsden

I received the following canned response from iTunes support

------------------------------------------
Fortunately, you should be able to resolve this by following the instructions in the "Remove the SC Info folder" section of this article:

http://support.apple.com/kb/TS1389

After removing the SC Info folder, please authorize your computer to play the items you have purchased from the iTunes Store. If you have multiple iTunes Store accounts authorized on your computer, you will need to authorize them again to play any purchases made with those accounts.

------------------------------------------

The response was of little value. I deleted the SC Info folder and I was able to playback the movies while iTunes was open but the next time I booted up iTunes, the problem was back.

So essentially deleting the SC info folder was like re-installing iTunes but did not fix the problem.

In looking at the files in the SC info folder, the weird thing is they still have the same date stamp and filesize.

Clearly the problem lay in the two files in the SC info folder.

digitalhome Author

Level 1

0 points

Aug 25, 2009 6:03 AM in response to digitalhome

After it crashed again, I tried the deleting the SC info solution and it failed.

so now I am screwed. Spent a ton of dough on movies and tv shows that I can't watch now on my computer and iTunes support was zero help.

Kim D.

Level 1

0 points

Aug 25, 2009 7:41 AM in response to digitalhome

I'm having the same problem with my TV shows. They play fine on my iPod, but when I go to play them on my computer, iTunes crashes with the same error message you mentioned earlier.

digitalhome Author

Level 1

0 points

Aug 25, 2009 7:58 AM in response to Kim D.

Kim D.,

What steps have you taken to resolve the issue? Have you contacted iTunes support? What did they say? Have you tried to delete the SC info folder and did it work?

The reality is that iTunes support was zero help for me (except if I wanted paid support which I refuse since I am 99% sure it's a Apple DRM bug so why should I pay to find bugs for them!)

digitalhome Author

Level 1

0 points

Aug 25, 2009 12:01 PM in response to digitalhome

My frustration has come to a boil.

Apple tech support led me on a wild goose chase, making me recreate my iTunes library. After 20 minutes, same bloody problem.

I wish I could chuck my Apple TV, iTunes, Iphone and three iPods out the window right now. All this investment and its clear what the problem is DRM!

acrowley

Level 1

0 points

Aug 25, 2009 12:08 PM in response to digitalhome

I rented a movie on itunes and it just stopped downloading for no reason... i want the money back on my debit card so how do i do that

digitalhome Author

Level 1

0 points

Aug 25, 2009 1:01 PM in response to acrowley

And what does that have to do with my problem?

For the rational people reading this thread, don't recreate your library!

Complete waste of time and now its destroyed by Sync settings fro Apple TV, iphone, two iPod Touches and an iPod. Also messed up Application locations and had to redo all my Genius stuff and artwork etc.

Absolutely idiotic suggestion by Apple Tech support.

Katrina S.

Level 7

24,131 points

Aug 25, 2009 2:30 PM in response to digitalhome

All I can think of is, have you ever downloaded any other type of media player? If so, they could have installed other codec packs that are know to interfere with QuickTime.

ACE & K-Lite mega codecs package, QT alternative, Storm codec, WinAVI video converter, Mpcstar, (possibly starcodec pack, 3ivx)

If so, uninstall them.

Can't play purchased Videos on iTunes