Previous 1 2 3 4 Next 53 Replies Latest reply: Jul 15, 2012 10:12 AM by samletuk
ozymick Level 1 (0 points)

I have been using iMatch for several weeks listening to music & watching music video's on moth my Apple TV & iPhone 4s. I now can not watch music video's on the iPhone I get the response "Unable to load film" on the Apple TV it just keeps trying.

 

I contacted Apple & have been told that this servoce was never available to watch music video's via the cloud. Well it used to work & if you go to this link http://support.apple.com/kb/HT5085 it clearly states that music video's can be streamed for users in Australia which is where I live.

 

Any clues?


Apple TV (2nd generation)
  • Michael Allbritton Level 6 (16,785 points)

    Sounds like it may be a server issue. And the person you talked to obviously was not very knowledgeable about iTunes Match. My suggestion is to power-cycle the AppleTV and see if that helps. You might even want to power-cycle your router.

  • ozymick Level 1 (0 points)

    Thanks Michael, I'll give that a go, the fact is the video clips don't stream to my iPhone either. I will let it go a week or so & then re-report, the sad thing is that the Lady I spoke to went to ask a supervisor & she was told that only can stream music via iCloud & not Video clips yet this was working until last week. I'll add the next installment when I contact them again. Thanks for your assistance.

  • Michael Allbritton Level 6 (16,785 points)

    iTunes Match doesn't stream to iOS devices, only to Apple TV. However I can say that the few music videos I do have stream fine to my Apple TV. So the issue for you appears to be either server related or internet related. I think it might be worth it for you to power-cycle your internet router.

  • Michael Allbritton Level 6 (16,785 points)

    Looks like I may have spoken too soon. Going through my small handful of music videos most of them won't play from the cloud either. It does appear to be a server issue.

  • Rysz Level 6 (8,125 points)

    iTunes Match does not support videos and never did. Your ATV content was probably 'streaming' over your Wi-Fi.

     

    The link you provided is for iTunes in the Cloud. All that does is to push new purchases to all devices.

  • ozymick Level 1 (0 points)

    Thanks Michael I have been back onto Apple & they are looking into this issue. They now state that the music video's should be able to be played via iMatch (iCloud) wiating for them to get back to me.

  • Michael Allbritton Level 6 (16,785 points)

    Actually, music videos purchased from the iTunes store are supported. On Apple TV they show up under music > iCloud > music videos. Normally they stream fine, just like music, but not so much right now.

  • iconoclast6 Level 1 (0 points)

    Hi Folks....I can state that music videos purchased via iTunes ABSOLUTEY did play back from iCloud via Apple TV, iPad, etc. WITH MusicMatch enabled. After working flawlessly for nearly 2 months, I discovered what I thought was a bottleneck. After several hours of troubleshooting on my own, everything points to a server side iCloud issues.

     

    Sadly, none of the folks here in the US were aware of the problem. I now have had a case at the engineering level since Sunday...but thus far no answers.

     

    If anyone else has had any movement on this issue...please post.

     

    Best,

     

    Chuck

    NYC

  • ozymick Level 1 (0 points)

    Thanks Chuck for your response. I have this under investigation wit Apple here in Australia looks like this is a wide spread problem. I will update when I hear back from Apple. Lets know how the rest of you guys get on.

     

    Thanks

     

    Michael

  • iconoclast6 Level 1 (0 points)

    Hi Folks,

     

     

    I suspect many more folks have this issue than is reflected here, but like us...they feel the problem is on their end.

     

    I suggest we ALL SPREAD THE WORD to have folks call to compalin and get case numbers, as it appears from my calls that this issue is not yet publicized enough to have Apple take it seriously. Each person I speak to, despite 5 case #'s, knows nothing. I've yet to receive a call back from anyone after the case is escalated up. I don't know about you, but I purchased extra storage space on iCloud and purchased 3 Apple TV's, and I'm not getting equal value.

  • Moff Level 1 (20 points)

    I've got got this issue.  Used to be able to download Music Videos, now getting an error on every device/computer I've got hooked into my account.

     

    I put in a help request and was passed up to a higher person who sent me this link.

    https://discussions.apple.com/thread/3502068?tstart=30 and said to follow the instructions.  I haven't done so yet. Has anyone else gotten the same advice?

  • iconoclast6 Level 1 (0 points)

    Hey Moff,

     

    I read the link....and it ppears they blew you off as it has nothing to do with retrieving music videos from iCloud. Further, MusicMatch should have nothing to do with iTunes purchased music videos.

     

    If you try this method I would try it with tech support on the line. Be sure to get a case number and keep following up...cause it looks like no one has really attempted to acknowledge this issue as a server side iCloud problem that just cropped up about a week ago.

     

    Please keep posting.

     

    Best,

     

    Chuck

  • Moff Level 1 (20 points)

    Hey Chuck,

     

    Yeah I got that impression.  From reading the link it looked like following the instructions would actually make things worse.  So I picked an old video I regret buying and don't mind losing and followed the instructions, taking screenshots along the way. 

     

    As expected I ended up with a video file that has an iCloud status of 'ineligible' instead of purchased.  So now it's no longer visible on any other ios device or computer hooked up to iTunes Match.  I guess that's one way of fixing the download errors

     

    I've popped the screenshots back into my reply to support.  Waiting to hear back from them.

  • ozymick Level 1 (0 points)

    Certainly looking like this is a wide sprad issue.

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