Level 1

4 points

iTunes Extra not working

I have download three movies recently with iTunes and the iTunes Extras bonus content does not work. I get a menu screen but no content. I can highlight the links. I can access the chapters and watch the movie and access online websites.

I have iTunes 10.5.1 and am running on Windows 7. I have downloaded The Incredibles, Dark Knight, and The Other Guys. The bonus content on all three are unavailable to me. I have been instucted to download The Incredibles and the Dark Knight again and no luck.

Also, a few months ago, I download Red and Xmen Origins: Wolverine, and those Extras work. So what gives?😕

iTunes 10.5.1-OTHER, Windows 7

Posted on Dec 10, 2011 8:17 AM

80 replies

turingtest2

Level 10

278,263 points

Jan 21, 2012 8:49 AM in response to wdtins

I guess we won't know until someone who knows about the issue tries to download another movie with extras. Much as I'd love to check it out personally I've no funds to spare...

tt2

quebeca

Level 1

4 points

Jan 21, 2012 8:55 AM in response to mirrorstone

It doesn't look like it. But hey if you read ibooks, your good to go. LOL It might take a while for them to fix this. I have been downloading movies anyway. I save my receipts for the day they fix it. Then I will send them all the receipts to have them let me re-download all the of missing content.

quebeca

Level 1

4 points

Jan 21, 2012 9:30 AM in response to mirrorstone

Okay Turingtest2..

I got some ITunes gift cards and I want to watch Coyboys and Aliens. So, I'm downloading now. I'll let you all know in a few. I don't think it will work but I'm dieing to see that movie.

Steve

quebeca

Level 1

4 points

Jan 21, 2012 10:49 AM in response to mirrorstone

Okay, your not going to believe this. It worked. FLUKE? COINCIDENCE? FULL MOON? Maybe. But my download of Cowboys and Aliens worked.

turingtest2

Level 10

278,263 points

Jan 21, 2012 10:56 AM in response to quebeca

Good to know... 🙂

Hopefully time will tell if the problem has really gone away or is one of those random things that affects some people, some of the time.

tt2

Jan 21, 2012 2:56 PM in response to turingtest2

Yes, it works, downloaded "Due Date" this evening and al the Extras are working fine.

David

Jan 21, 2012 3:50 PM in response to David1962

Awesome news guys! I'm downloading 10.5.3 right now so fingers crossed with Horrible Bosses!

Jan 21, 2012 4:08 PM in response to zee_marie

Well, just finished the update, and I'm still having the same exact problem 😟. This is beyond frustrating, and I'm definitely not emailing Apple Support again to talk in circles with another guy from Indonesia in broken English. Bummer.

turingtest2

Level 10

278,263 points

Jan 21, 2012 4:36 PM in response to zee_marie

😟 Rats...

tt2

quebeca

Level 1

4 points

Jan 21, 2012 7:39 PM in response to mirrorstone

Sorry guys. I feel like I pushed out some false hope. You know, it could be just dumb luck that it worked for me. I will keep you posted when I download another movie.

mirrorstone Author

Level 1

4 points

Jan 22, 2012 2:20 AM in response to mirrorstone

A few weeks ago before the end of the year, I called Cupertino's number, 408 area code. I actually asked to be connected with someone connected to iTunes. I think they still got me to a customer service center that is in Idaho, and I did get transferred around to a few reps. One said they were in contact with the folks at iTunes and when she brought up the issue with them, they responded that it was news to them. This was three and a half weeks ago.

I was told that it is a content provider issue, meaning the studio is the one with the issue, not iTunes or the software. Naturally, I internally laughed that off, becuase there are alot of studios missing the target here.

It would seem this is not a quick fix or maybe the iTunes store folks does not know the extent of the problem.

I still have the rep's number and case number, anyone think I should call again to find out what is happening?

Also, a bit off subject, this has to be the single longest thread I have posted anywhere on the internet. I wonder how many more people are affected by this issue.

Jan 22, 2012 7:22 AM in response to mirrorstone

I have had the same issue with several movies, but have not checked with the new update. It doesn't look hopeful from the above posts. I will encourage you to contact support as at least I got a full refund for 4 movies I purchased. I replied back to support with thanks for that but provided them this link and to please not ignore the issue...to please pass along to someone who really knows how to evaluate and fix the issue. We'll see.

Jan 23, 2012 2:56 PM in response to mirrorstone

Thank god I found this discussion...thought it was me doing something wrong, it was driving me mad. I too have bought a couple of films from itunes with the offending itunes extras and guess what, they have never worked. I have updated itunes to 10.5.3, disabled firewall and antivirus as well as checked the download folder, all to no avail. I purchased these films ages ago so it looks like resolving the issue is going to be a slow process.

rcathra

Level 1

0 points

Jan 23, 2012 4:55 PM in response to littlebunny

Like everybody else on this post I have had this problem since approximately the update to 10.5.1 on Windows 7 Professional 64 Bit, almost 3 months ago. Like others I reported the problem of the itunes extras not working on the following movies.

Conan the Barbarian

Cowboys & Aliens

Fast Five

Harry Potter and the Deathly Hallows - Part 2

(all extras files remained in the download folder within individaul tmp folders all with the extras files still named download.m4v) Like others I manually identified the files and renamed them to the proper names as listed in the data.js file within the itunes extras folder structure and placed them in the video folder. Not a longterm solution, but strictly temporary.

Well, here is what has transpired. After many conversations with Senior Advisors and through them iTunes software engineers and too many re-downloads of all of these movies to count to no avaiil.

I updated to 10.5.3 like many others and expected this to fix the problem, but it did not.

We uninstalled 1. iTunes, 2. QuickTime Pro, 3. Apple Software Update, 4. Apple Mobile Device Support, 5. Bonjouir, and 6. Apple Application Suport in that order. Then re-installed iTunes and then QuickTime.

While this by itself did not fix the problem, it may have helped in the overall scheme of things.

I also sent them log files and even booted Windows 7 and then iTunes in safe mode, but still didn't work.

Today, I am happy to report that my problem is at least resolved.

I and they are not sure what has exactly fixed the problem, but after creating a new administrator account and testing one movie, which worked, we then logged back into my normal Administrator account and everything worked properly.

I have always believed that is is some sort of a folders/sub-folders permissions issue, but never found a root cause. It will take somebody a whole lt smarter than me to resolve.

Somehow the creation of another Administrator account on my particular PC resolved the problem.

I will keep everybody posted on what the software engineers believe the root cause is, as soon as they get back to me.

PS: this is not the first time this issue has reared its ugly head. It happend to me about a year ago as well, but an update fiexed the problem

Good Luck to all.

Jan 24, 2012 3:50 AM in response to mirrorstone

I know this maybe stating the obvious but the itunes update won't fix films that have already been downloaded prior to the update

It has certainly fixed my problems I've downloaded three films since the update and I'm pleased to say all of the "Extras" are working as they should.

David

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iTunes Extra not working