mirrorstone
Level 1 (0 points)

Q: 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, Windows 7

Posted on Dec 10, 2011 8:17 AM

by turingtest2,Solvedanswer
turingtest2 turingtest2
Level 10 (88,227 points)
Apple TV
A:

Hi David, I meant to copy the following observations into this thread which explains how you can work around the issue for now...

 

I think the current build of iTunes must be failling to unpack the video files properly. I've had another hunt around the Extras folder structure and it seems the files are detailed in...\controllers\data.js. This is the relevant section from the Batman Begins Extras:

  audioLoop : { src : "audio/batmanbegins_loop.m4a", loop : true},

 

extras  : [

              { thumb : "image_videoBox_mind.png",    structure: "shaping",  string : "Shaping Mind & Body",         src : "batmanbegins_shapingmind.m4v",  time: "12:49",      blurb : "Examining the construction of the fight sequences. "},


              { thumb : "image_videoBox_tumbler.png", structure: "tumbler",  string : "Batman: The Tumbler",         src : "batmanbegins_batmantumbler.m4v",  time: "13:40",   blurb : "Goyer describes it as a cross between a Lamborghini and a Humvee. This featurette details it from conception to its current form."},


              { thumb : "image_videoBox_journey.png", structure: "journey",  string : "Batman: The Journey Begins",  src : "batmanbegins_journeybegins.m4v",  time: "14:16",   blurb : "Interviews with Christopher Nolan, David Goyer, Christian Bale, production designer Nathan Crowley, as well as others. "}

            ],

Using this it might be possible to work out what the temp files (somewhere in your ...\iTunes\iTunes Media\Downloads folder) should be called. They need to go into the videos folder.

 

tt2

Posted on Dec 15, 2011 4:26 PM

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Q: iTunes Extra not working

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  • by Nictendo,

    Nictendo Nictendo Dec 31, 2011 6:48 AM in response to belthead
    Level 1 (0 points)
    Dec 31, 2011 6:48 AM in response to belthead

    I am having the exact same problem, and i think i solved it, I just need to know what file iTunes uses to run the extras...

     

    Belthead, if you go to the ".tmp" file that is not numbered, the actual file for iTunes Extras should be in there. I only know this because I have an Iron Man iTunes Extra that works just fine, so I just did a search for similar files in my malfunctioning Harry Potter iTunes Extras. The file location should look similar to this: (Where ever you keep your iTunes media)>iTunes>Downloads>(Movie).tmp>(Movie).tmp and your file should be there, although nothing should be in the Videos folder since, as you stated earlier, they are all misplaced and incorrectly named.

     

    I have since moved all the correct files to the correct places and just have the problem of choosing which file location is the correct one when opening my iTunes extras...

     

    Hope this helps a little, and feel free to ask questions as I tend to be a little wordy and confusing with my explanations

  • by the.onion,

    the.onion the.onion Dec 31, 2011 6:56 AM in response to Nictendo
    Level 1 (0 points)
    Dec 31, 2011 6:56 AM in response to Nictendo

    Not sure from your post but all can read from the post turingtest2 wrote that the file need to change the names of the video files is \controllers\data.js.

     

    I have been corresponding with iTunes support and the 1st level does not seem to grasp this is a bigger problem. 

  • by wdtins,

    wdtins wdtins Dec 31, 2011 7:14 AM in response to the.onion
    Level 1 (0 points)
    Dec 31, 2011 7:14 AM in response to the.onion

    This needs to go to the second or third level then. I think it's a huge problem for them. The advertise these movies for sale with extras and then they don't work. I wish I knew how to elevate it I would. Maybe I'll go through MacBook Pro support and see what they can do.

  • by Nictendo,

    Nictendo Nictendo Dec 31, 2011 8:10 AM in response to the.onion
    Level 1 (0 points)
    Dec 31, 2011 8:10 AM in response to the.onion

    right, and I found that file, but how do you open it to see the file names?

  • by turingtest2,

    turingtest2 turingtest2 Dec 31, 2011 8:51 AM in response to Nictendo
    Level 10 (88,227 points)
    Apple TV
    Dec 31, 2011 8:51 AM in response to Nictendo

    Open the file with any text editor, Notepad, Notepad++ etc.

     

    tt2

  • by Nictendo,

    Nictendo Nictendo Dec 31, 2011 12:00 PM in response to turingtest2
    Level 1 (0 points)
    Dec 31, 2011 12:00 PM in response to turingtest2

    Thank you very much, that helped a ton... Now my only problem is that I don't know which file to choose when it tells me to locate the file when I click the actual button that lets me see my special features... Any suggestions?

  • by turingtest2,

    turingtest2 turingtest2 Dec 31, 2011 1:42 PM in response to Nictendo
    Level 10 (88,227 points)
    Apple TV
    Dec 31, 2011 1:42 PM in response to Nictendo

    See this post: https://discussions.apple.com/message/17018519#17018519

     

    You need to find the files that are left stranded in the Downloads folders, work out which temp file is which extras feature, rename it and move it to a videos folder inside the iTunes Extras folder for your movie.

     

    tt2

  • by bryanfromdelphos,

    bryanfromdelphos bryanfromdelphos Dec 31, 2011 1:49 PM in response to mirrorstone
    Level 1 (0 points)
    Dec 31, 2011 1:49 PM in response to mirrorstone

    Everyone who is following or who will be following this post... the suggestion of moving the temp video files works perfectly... that is IF you still have them.  A few of the movies I had issues with no longer had the files in the download folder which means I have to get Apple to let me re-download them.  I've gotten a few but I'm still waiting to hear from them about 2 other movies.

     

    The biggest point is.... when will this be fixed????????????  I don't want to have to keep doing this for the next few months.  I want to know what is causing this and when it's going to be fixed?!?! It is obviously not something that just I am doing and it is not something that affects just Windows... so what's the deal?

  • by bsrossin,

    bsrossin bsrossin Jan 2, 2012 10:59 AM in response to bryanfromdelphos
    Level 1 (0 points)
    Jan 2, 2012 10:59 AM in response to bryanfromdelphos

    After reading and trying all the frustrating posts/suggestions, I asked Itunes for a partial refund in stead of more help.  I was more than surprised when they gave me a full refund.

  • by quebeca,

    quebeca quebeca Jan 6, 2012 2:33 PM in response to mirrorstone
    Level 1 (0 points)
    Jan 6, 2012 2:33 PM in response to mirrorstone

    These are some great tips.  Thanks now I have a better understanding on how to fix the problem manually.  But this is the way I feel. I should not have to. ITunes needs to fix this problem.  Until they do, I'm going back to Digital Copy DVD's.  I can't keep reorganizing their mess up's every time i download a movie.  Well, unless Apple wants to put me in there payroll.  This problem started happening sometime in the past couple updates. I have way to many movies to fix and just don't have the time.  I have been sending emails to the helpdesk every time I download a movie and it's getting crazy.  I'm tried of writing India or the Philippines or where ever the helpdesk is.  they are also trying to make me turn off my services as if it is my computer or my ISP.  IT's now.  I even downloaded the movies on a computer with NO secuity.  Still the same problem.  Anyway, WHEW. had to vent.  Time to go shopping for a new Movie.  NOT. 

  • by zee_marie,

    zee_marie zee_marie Jan 12, 2012 1:11 AM in response to mirrorstone
    Level 1 (0 points)
    Jan 12, 2012 1:11 AM in response to mirrorstone

    I'm glad I found this thread and know that I'm not the only one with this problem. The extras for Horrible Bosses just stopped working for me one day. When I first downloaded the movie they worked perfectly, but now when I try and go into the special features menu everything is like a dead link - clicking on things does nothing. I can see the background and hear the music fine, but nothing else works. And so far dealing with customer support has been more frustrating than the original problem. All they've done is put the faulty material up to download again. I've checked everything - my iTunes is up to date, my Firewall isn't blocking anything it shouldn't be, and my internet connection is fine. After the 3rd time going through this I just asked for a refund, hopefully they'll let me have it.

  • by turingtest2,

    turingtest2 turingtest2 Jan 12, 2012 1:40 AM in response to zee_marie
    Level 10 (88,227 points)
    Apple TV
    Jan 12, 2012 1:40 AM in response to zee_marie

    The issue has been reported and hopefully it will be resolved in the next build of iTunes. In the meantime if you want a refund I suggest you include a link to this thread in your conversation with customer support so that they can see the issue lies with the current build of the iTunes software. Simply requeuing the content won't fix things at this stage.

     

    tt2

  • by quebeca,

    quebeca quebeca Jan 12, 2012 4:47 AM in response to mirrorstone
    Level 1 (0 points)
    Jan 12, 2012 4:47 AM in response to mirrorstone

    LOL,  yes, The issue has been reported. I got the same answer too.  Weeks ago. If there is an issue with ITunes, they need to:

     

    1. Let Apple tech support know so that they stop telling people to stop all computer services, firewalls and antivirus service on their machines and re-enable them.  Most people don't realize what they have done and have opened up there computer to attack.  Good going Support and apple.  That was not the problem.

     

    2. Send out an official notice to all Apple product users about the problem so that people stop downloading movies with the expectation of getting xtras.

     

    3. HD movies and extra's worked 2 versions of ITunes ago.  "If it's not broken, Don't fix it".

     

    4. Send out an official notice... OH, I already said that. 

     

    5. Move tech support back to the United States where reading and understanding english is not a problem.  After 10 emails to the same support guy living in what ever country, I gave up.

     

    HAPPY NEW YEAR!

  • by zee_marie,

    zee_marie zee_marie Jan 12, 2012 9:51 PM in response to mirrorstone
    Level 1 (0 points)
    Jan 12, 2012 9:51 PM in response to mirrorstone

    Quebeca I agree 110% with everything you just said! I must have emailed this guy back and forth about 7 times, and i think I might have gotten farther talking to a brick wall. I did get a refund though, which surprised me. The support guy I talked with said he had submitted it for investigation, but "can't say when or if the issue will be resolved". Well, that's great. Good thing I got my money back.

  • by wdtins,

    wdtins wdtins Jan 21, 2012 6:42 AM in response to zee_marie
    Level 1 (0 points)
    Jan 21, 2012 6:42 AM in response to zee_marie

    Does anyone know if 10.5.3 fixed this?

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