Series episode is not available on Apple TV

Question

Level 1

9 points

Series episode is not available on Apple TV

First I have the latest 2nd generation Apple TV with the latest software.

I bought a season several weeks ago and today got an email at 6:57 AM saying the latest show was available.

At 8:45 PM it was not in my Purchased TV folder. I checked for updated Apple TV software and installed the latest update. Still not in my folder. I removed and re-added my iTunes password. Still not available.

Earlier today iTunes on my PC was updated. (I have never watched a TV show in my Apple TV from my computer over the via iTunes.) When I opened the updated iTunes it started downloading 3 episodes of the series: the latest in HD and SD and the previous episode.

After the HD episode was downloaded on my computer it appeared in my Apple TV's computer TV show folder along with two prior episodes. The first episode did not appear and was apparently never download when I purchased the season.

After all this the current episode plays ONLY from my Apple TV computer TV folder, not my Purchased folder. It appears in my Favorites and will let me buy it for $ 2.99 even after I've already bought the entire season.

The email from 6:57 AM told me

"If you purchased your Season Pass on Apple TV you will automatically receive new episodes if your iTunes Store password has been saved. To manually check for new episodes, select Settings from the main menu, then select Downloads, and Check for Downloads."

but my Apple TV before and after the latest software update had no Downloads folder in the Settings menu. One other menu had a Rentals folder but there are no rentals anymore.

What the heck is going on? I don't have these problems with Amazon.com purchases on my Roku. What I buy is available immediatly and it doesn't try to let me re-buy seasons I've already purchased.

Very, very frustrated with Apple TV seasons purchases!

AppleTV 2, Windows Vista, Latest software updates applied

Posted on Oct 14, 2011 7:43 PM

Reply

Answer 1

Oct 15, 2011 5:29 PM in response to bwwolfe

I'm having the exact same issue. New episodes do now show up under "Purchased" on the Apple TV. Anyone have a solution for this? Very frustrating, consindering the potential for a seamless experience...

Reply

Answer 2

sapooh

Level 1

0 points

Oct 15, 2011 9:18 PM in response to bwwolfe

I'm having the same problem. I purchased the current Season Pass for Grey's anatomy before the season started on my Apple TV. For the first 4 episodes everything worked just fine. I would simply go to PURCHASED on the Apple TV and the new episodes would be available the day after (I'm not sure exactly when they showed up, but I never got around to looking until a day later). We have been on vacation for the past week so I missed this week's episode. It is Saturday (so 2 days after it aired) and the 5th episode is not available. However, if I go to purchase the show again it does show up for $2.99. Unfortunately I forgot to check before applying the latest software update, so I don't know if it has anything to do with that. I also tried to find it using my computer via iTunes and no luck. The first 4 episodes are there as expected, but the 5th one wants me to pay. *sigh* - very frustrated with Apple and TV shows at the moment.

Reply

Answer 3

bwwolfe Author

Level 1

9 points

Oct 15, 2011 10:29 PM in response to bwwolfe

Crap. Total crap.

Now I'm having this problem with two different series: Vampire Diaries and Sanctuary. Both can be downloaded on my PC in iTunes but I don't want to have to go to iTunes, check for downloads, and wait 20 minutes to download an HD show before I can go to my Apple TV. Then the problem is the show is not in my TV folder it's in my computer TV folder. In my TV folder it wants me to re-buy the season or the episode.

Maybe I should forget watching shows on my Apple TV and rely on Amazon on my Roku? Never had this problem with Amazon on my Roku.

Completely unimpressed with Apple TV show seasons.

Reply

Answer 4

Oct 16, 2011 9:36 AM in response to bwwolfe

Any solutions to this problem yet? I'm having the same problem and Apple has been non-responsive. I'm beginning to regret my purchas of Apple TV!

Reply

Answer 5

AndyCH

Level 1

0 points

Oct 16, 2011 1:44 PM in response to bwwolfe

All

Want to keep this post high, as same problem appears here with the 4th episode of The Office... seriously annoying. Hope someoen soon takes a look.

Andy

Reply

Answer 6

Orren

Level 1

0 points

Oct 16, 2011 3:14 PM in response to bwwolfe

Same here. It seems that my Purchased tab was accurately reflecting all the episodes available for my Season Passes, and now after the the updates it isn't. Very frustrating.

Reply

Answer 7

Oct 16, 2011 4:48 PM in response to bwwolfe

Same issue here. Have several purchased seasons and over half of them are having the same problem as stated above. The other seasons are ok. Apple TV has the latest update and I've never had an issue with the apple TV since I've had it. I'm also having issues with itunes bumping out my saved password and I have to sign back in several times for it to connect to the server. I'm currently downloading episodes onto my macbook to watch on my apple tv though it states that any purchases made would be available via apple tv. I've stopped downloading via my laptop since they were always on apple tv. Not going to be happy if this is what has to be done from here on out.

Reply

Answer 8

Oct 16, 2011 8:10 PM in response to bwwolfe

I am having the same problem. I have 7 season passes across 2 iTunes accounts and none of them on either account have been properly updating. I have been experiencing this problem since installing the latest update. I can still stream episodes I have already watched but I haven't had a single new episode made available to me. I have tried signing out and back into my iTunes accounts, shutting down and turning on the AppleTV, and a full restore to no avail.

Reply

Answer 9

Oct 16, 2011 9:36 PM in response to bwwolfe

I'm having the same problem!! I've bought several shows and movies on my Apple Tv and this is the first really annoying problem I've had, but it seriously *****.

Reply

Answer 10

Oct 17, 2011 8:01 AM in response to bwwolfe

I'm having the same problems with latest episodes of Vampire Diaries and The Office. I was able to automatically download on my computer, but i dont see the purchases showing up in my purchases to redownload or on my ATV2 to be able to stream. I think there must be a glitch with the new cloud service for season passes.

Reply

Answer 11

Oct 17, 2011 8:54 AM in response to bwwolfe

Same Problem!!!! Very frustrated!

Reply

Answer 12

Oct 17, 2011 9:06 AM in response to bwwolfe

Please report this issue at:

http://www.apple.com/feedback/appletv.html

Reply

Answer 13

Oct 17, 2011 9:14 AM in response to bwwolfe

Same problem here... Bought season pass for walking dead, got the email, but no episode.. Also have for house and terra Nova... Apple please fix! New episodes coming today :)

Reply

Answer 14

bwwolfe Author

Level 1

9 points

Oct 17, 2011 9:54 AM in response to pbeninate

I created a support incident Saturday or Sunday.

Their first response by email asked

"... include your purchase's order number in your reply. You can find your order numbers on your email receipts and in your Purchase History. If you need to review your Purchase History, follow the steps in this article: http://support.apple.com/kb/HT2727 ...."

They made it sound like it was my problem they would help me figure out. They already had my Apple ID so I don't know why they couldn't find the info. My luck they sent the email at 7:30 last night. The person working on my case only works Sunday - Thursday 4:30 - 11:30 pm so it will be tonight before they get my response. Nobody else can work on the problem? Come on Apple!

I mentioned this thread so they may or may not look here also.

Still very unimpressed with Apple TV process quality and the huge customer support hole. It's like they're completely unprepared for mistakes. Everybody and every company makes mistakes.

Reply

Answer 15

Orren

Level 1

0 points

Oct 17, 2011 10:00 AM in response to bwwolfe

I'm having the same issue. New episodes from my Season Passes aren't relfected in the Purchased tab. And it' frustrating.

My strong hunch is that it's not a problem with iCloud or the update to the Apple TV firmware, but with the way the iTunes Store is currnetly handling the "purchased items" tab for Season Passes. The way to verify this it to launch iTunes on your Mac or PC, click on the iTunes Store, and then the "Purchased" tab on the right sidebar. All the Season Pass episodes that you can't download onto the Apple TV should also not show up there. Also, single show purchases seem to be there and show up without issue.

And as others have pointed out, the "direct download" functionality seems to be a different software mechanism. So all those Season Passes still push out episodes that you can download directly on your Mac or PC (or iOS Device) and then stream to your Apple TV from there. That is why I consider this a frustrating issue, but not a "deal killer"—we're still getting the shows, just not the way we want (and expected to be able) to stream them.

FWIW, until this issue cropped up, I've been extremely happy with both the Apple TV as a device and it's integration with the iTunes Store. I'm still very happy with the Apple TV as a Netflix, Airplay, and computer streaming device. I just want this Season Pass/iTunes Store issue fixed ASAP, as do we all.

Orren

Reply