Star Trek (2009) movie won't play back properly in Apple TV Roku app

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Level 1

28 points

Star Trek (2009) movie won't play back properly in Apple TV Roku app

Star Trek (2009) plays back, but only with a very narrow horizontal strip viewable in the middle of the screen. I know some films have letterboxing, but something is wrong as though the letterboxing is way too big at the top and bottom, leaving just a narrow strip viewable. If I try to fast forward then is just turns purple. It's like this specific movie is broken in the app. Other movies in my iTunes library play perfectly fine. This is on a brand new TCL Roku Smart TV 55S525. Roku software is fully up to date. See attached photos.

Posted on Feb 20, 2020 4:37 PM

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Answer 1

Urquhart1244

Level 10

146,232 points

Feb 21, 2020 6:18 AM in response to lunhil

Do contact Support about this issue, as it may be title specific.

You should be getting a good, viewable version, whichever version you redeemed. Redeeming should not be a reason to show a broken version with extra black.

TV Support - Official Apple Support

iTunes Store - Contact Us - Official Apple Support

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Answer 2

lunhil Author

Level 1

28 points

Feb 21, 2020 2:51 AM in response to lunhil

The only additional thing I can think of to note is that unlike most of the other movies in my iTunes library, I own the SD copy of this movie, not HD. It was redeemed as a digital code as part of a DVD set in maybe 2010.

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Answer 3

lunhil Author

Level 1

28 points

Feb 22, 2020 5:35 AM in response to lunhil

I tried buying the 4k version of this film last night to see if it would fix it. HD version played fine on iPhone and iTunes, but still totally broken on the Roku. Still broken as of this morning. On the phone with Apple support now.

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Star Trek (2009) movie won't play back properly in Apple TV Roku app

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