Can't download purchased movies in the Apple TV app on iMac

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Level 1

4 points

Can't download purchased movies in the Apple TV app on iMac

Hi There!

So I'm having a strange problem and I'm hoping that someone will be able to help me!

I have an old iMac 27" Late 2013, Running Catalina 10.15.7, and Apple TV Version 1.0.6.8

Basically, I have purchased a number of movies from the apple store over the years and I have been downloading them to this old iMac to work as a home sharing system, and also to maintain copies of the movies (as many of them disappear over time and I don't want to lose my purchases). The iMac media location is set on a Synology NAS. The network is all gigabit ethernet connections and my internet speed is 100mb up and down.

Recently I haven't been able to download many of the movies that I've purchased. Some movies download without any issue. Others I'll get error code 11800, others don't start at all (it ramps up like it's going to start but it never actually starts downloading)

So I've tried resetting the network, setting the video library to the main hd, clearing caches on all devices including the Apple TV download cache and the NAS,

Appreciate the assistance!

iMac Line (2012 and Later)

Posted on Jan 17, 2022 1:56 PM

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Answer 1

Top-ranking reply

DeshZAR Author

Level 1

4 points

Jan 18, 2022 11:46 PM in response to mario49

Hi Mario49,

Thanks for the response!

So there are some movies that are available in 4K, but you're only able to download up to 1080p (up to HD in the Preferences), as I understand 4K only activates on streaming where you can select the best available quality (Also in Preferences) but since my old iMac isn't 4K it only displays HD.

And to give an example, yesterday I downloaded the Movie Luca (Disney Kids Movie) without any issues and with current settings it downloaded in HD. I also had the Matrix series lined up for download and none of these downloaded at all so the 4K suggestion fits in part.

After your post, I tried to change the preferences to a few variations, HDR didn't have an effect but once I deselected Multi-Channel audio the files downloaded. So I managed to download the files but now they're only in Stereo as opposed to Dolby Surround.

This is still a bit of an issue as I'd want to files to have multi-channel wherever possible, also some of my older files such as Suicide Squad definitely have multi-channel as well so I'm not sure why some files are problematic whilst others work fine.

Any thoughts?

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Answer 2

mario49

Community Specialist

Jan 18, 2022 12:36 PM in response to DeshZAR

Hello DeshZAR,

After reviewing your post, it seems like you are able to download movies over the years, but not many movies recently. It may be that the movies recently are not downloadable because of the resolution.

Are the movies you are trying to download in 4K?

"You can download a copy of an HD movie to your iPhone, iPad, iPod touch, Mac, or PC, but you can't download a 4K version. You might be able to download Dolby Vision and HDR versions to your iOS, iPadOS, and macOS devices."

Find movies with 4K, HDR, Dolby Vision, or Dolby Atmos in the Apple TV app

Please don't hesitate to let us know if you need additional assistance.

Thank you for using Apple Support Communities. Have a nice day.

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Answer 3

mario49

Community Specialist

Jan 19, 2022 12:58 PM in response to DeshZAR

Hey DeshZAR,

Thank you for using the Apple Support Community. Due to the nature of your issue, you may find more information by contacting Apple Support directly using the link below.

Contact Apple Support

Take care.

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Can't download purchased movies in the Apple TV app on iMac

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