Previous 1 2 Next 29 Replies Latest reply: Aug 25, 2009 2:30 PM by Katrina S.
digitalhome Level 1 Level 1 (0 points)
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
  • Pamela Gadsden Level 3 Level 3 (950 points)
    Start by telling us if you're getting any error messages or if it's only iTunes that crashes but everything plays well on your iPod.

    From your description something on your computer is busily corrupting your iTunes video file play back and you really need to tell us what you mean by non-iTunes purchased video.
    Do you have a Sony or Dell with its own media playback software or have you been downloading free codecs ?
  • digitalhome Level 1 Level 1 (0 points)
    When I try to play TV Shows or Movies that have been purchased I get a dialog box which says the following

    -------------------------
    Itunes has stopped working

    A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available.
    --------------------------

    My only option is to click on the Button that says "Close this Program"

    Non iTunes purchased video = Video that I have created from my camcorder or ripped from a DVD which were NOT purchased from the iTunes store. i.e/ shows and movies with no DRM.

    As noted Itunes works perfectly except when trying to play back movies and TV shows purchased from the iTunes store.

    No new software was introduced to my PC prior to the problem occurring. The only things that have changed in my network recently is my Apple TV was moved to a different location.

    Pamela you say "something on your computer is busily corrupting your iTunes video file play back" but what does that mean? Clearly the program is not corrupted or how else could it play back everything BUT purchased video. When I reinstall iTunes it works again for awhile so it appears the data files are not being corrupted or else why would they play after iTunes was re-installed.

    The only devices or software interacting with iTunes that might be an external source of corruption is Apple TV, an iPhone and several iPods. The first time I witnessed the problem is when I tried to play back a TV show from my computer on Apple TV.
  • Pamela Gadsden Level 3 Level 3 (950 points)
    I actually remember reading about something like this over at Apple TV but it was a few months back and it was a set up problem.
    I'm sorry I can't be more specific then that but the guys over at the Apple TV forum can : http://discussions.apple.com/forum.jspa?forumID=1185
  • digitalhome Level 1 Level 1 (0 points)
    The problem occurs regardless of whether ATV is on the network or not so this is an Itunes problem.

    My guess is has something to do with Apples DRM on purchased content
  • Pamela Gadsden Level 3 Level 3 (950 points)
    Can you copy, use usb for transfer, the videos to the Apple TV without that problem?
    Is it something that only happens when you stream Apple's DRM content?
  • digitalhome Level 1 Level 1 (0 points)
    Pamela, I appreciate your efforts to help but I don't think you are reading what I have to say.

    The problem is with my computer and iTunes. Apple TV has been disconnected from my network and the problem remains.

    The problem ONLY occurs when I try to play TV Shows purchased from the iTunes store or digital copy movies. There is no streaming involved.

    Both of these types of content are DRM'd.
  • Pamela Gadsden Level 3 Level 3 (950 points)
    digitalhome wrote:
    Pamela, I appreciate your efforts to help but I don't think you are reading what I have to say.

    The problem is with my computer and iTunes. Apple TV has been disconnected from my network and the problem remains.

    The problem ONLY occurs when I try to play TV Shows purchased from the iTunes store or digital copy movies. There is no streaming involved.

    Both of these types of content are DRM'd.


    You're right, my bad.
    I knew I'd seen this before but I couldn't remember where .
    It was about an "Authorization" problem but it wasn't showing the expected error message instead "iTunes has stopped working..." was what kept showing up.
    The solution that worked is here : http://vextasy.wordpress.com/2009/02/10/a-solution-to-the-itunes-has-stopped-wor king-problem-on-vista/

    Hope this works for you.
    iTunes stops working oin Vista turned up earlier this year
  • digitalhome Level 1 Level 1 (0 points)
    Actually that was one of the first things I tried but didn't make a difference.

    Thanks anyway.
  • Katrina S. Level 7 Level 7 (24,090 points)
    Can you play one of those purchases in QuickTime? Sometimes QuickTime gives a better error message, where iTunes just crashes.
  • digitalhome Level 1 Level 1 (0 points)
    Katrina, thank-you for your response.

    When I try and play in QT, the message is the same. Also of note, QT will play anything else I throw at it. Just not purchases from the ITunes store.
  • Katrina S. Level 7 Level 7 (24,090 points)
    I've seen other posts about this exact same problem. All I can suggest is reinstall QuickTime - get the standalone version withOUT iTUnes. Maybe that will give you joy.
    http://www.apple.com/quicktime/download/
    edit: I see in your first post you did reinstall QT several times, but was it the standalone version?




    If that doesn't do it, contact iTS support. Their new support page is maddening, but here it is -
    http://www.apple.com/support/itunes/contact.html?form=video&topic=Video%20Purcha ses&subtopic=Movie%20Purchases

    Message was edited by: Katrina S.
  • X- Developer Level 1 Level 1 (45 points)
    You have 4 options.

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

    2. If that doesn't work create a new user and try itunes on that user.

    3. If those 2 don't work you have but, one option put the installation disk in and reinstall the software and, make sure you back up your system memory just incase something goes wrong.

    4. If no of those work at all create a geniusbar reservation at apple.com/support/geniusbar. This will get you to talk to an apple genius to help you with your problem it always works for me.
  • digitalhome Level 1 Level 1 (0 points)
    Thanks but I have a lot of digital copy movies and iTunes purchases so I need itunes to work.

    Needless to say, my wife is fuming because I purchased products from Apple instead of on DVD or Blu-ray.
  • digitalhome Level 1 Level 1 (0 points)
    X-developer, as i noted in my OP, I have re-installed the software multiple times and it will work briefly and then begin crashing again.
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