Looks like no one’s replied in a while. To start the conversation again, simply ask a new question.

Movies - Download Problem

I just purchased National Treasure and Pirates of the Caribbean about 2-3 hours ago. It got to the point in the download where it was finished downloading, and it said "processing file." At this point, iTunes quit responding and locked up my entire computer, which forced me to manually shut it off and restart it. Now, my movie downloads are gone. I have some sort of file on my computer (maybe a temp file? I have no idea), but nothing shows in iTunes. What should I do? I spent $20 bucks on these movies, and want to be able to watch them.

Posted on Sep 14, 2006 12:29 PM

Reply
150 replies

Nov 4, 2006 9:19 PM in response to StonieRock

I am also having a similar problem I recently downloaded about 15 USD worth of music and two south park episodes when I leave itunes running over an extended period of time when I get back I get an error message which says I need to redownload because it is corrupted. I have done this two times and followed all their instructions on using check purchases and the like, it hasn't worked
I also believe this is effecting my music because every time I play the songs I downloaded it always cuts the song short buy about 2/3 of the song

custom Windows XP

Dec 12, 2006 9:20 PM in response to bingo and hippie

I purchased Pearl Harbor as well and received the same error code (-50) when it finished downloading and began processing.

I contacted Apple iTunes support by accessing my account in the iTunes store, selecting 'Purchase History', then selecting 'Report a problem', selecting the video item and reporting the error.

I received an email the next day from iTunes Store Customer Support with instructions on how to troubleshoot the problem:

I'm sorry to hear that "Pearl Harbor" did not download properly. I know that must be frustrating, and I am happy to help.
I have re-posted the movie to your account. Please follow these steps to download the item:
1) Make sure you're using the latest version of iTunes. It can be downloaded free of charge:
http://www.apple.com/itunes/download

Note: Installing the latest version of iTunes will not affect your Library or any items in your account that you haven't downloaded.

2) From the pull-down Store menu at the top, select Check for Purchases (if you're unable to upgrade and are using iTunes 6 or earlier, you'll find this option in the Advanced menu). If you can't find this option, you can also click this link to Check for Purchases:

https://phobos.apple.com/WebObjects/MZFinance.woa/wa/checkForPurchases

Enter your account name and password, then click Check. The missing item should begin downloading and appear in your Purchased playlist.

If you receive an error message while downloading, try again after turning off any firewall or web-accelerator software that you may have installed.

If the download process is interrupted for any reason, it should resume once you reopen iTunes.

This article provides information about resuming interrupted downloads: http://www.info.apple.com/kbnum/n93015

In the future, you can resolve some purchasing difficulties more efficiently by using the new "Report a Problem" feature of the iTunes Store. To do this, simply sign in to the iTunes Store and click Account in the QUICK LINKS list. In the Account Information page, click Purchase History, then click the Report a Problem button. Finally, click the Report a Problem link to the right of the item in question and follow the onscreen instructions.

As to the error message you are receiving , these instructions may help you resolve this issue:

1) Open iTunes.

2) From the Store menu, choose Deauthorize Computer. Enter your account name and password and click OK.

3) Once your computer has been deauthorized, choose "Check for Purchases" from the Store menu. Enter your account name and password and click OK. Your purchases should begin downloading. Once downloaded, they will appear in your Purchased playlist as well as in your iTunes Library.

If your purchases download successfully, you will need to reauthorize your computer before you can play them. To do this, choose Authorize Computer from the Store menu, enter your account name and password, and click OK.

That should get you back on track, so you can enjoy the movie. Thank you for choosing the iTunes Store. Apple truly appreciates your business.

Sincerely,
iTunes Store Customer Support

I followed the instructons, but the same thing happend. It still has not worked.

I strongly doubt it is my firewall. Earlier in the week, I purchased and downloaded 'Pirates Of The Caribbean: Dead Man's Chest' easily without any errors while my firewall being enabled.

I have reported the error again and am waiting for an answer from iTunes support.

Sony Windows XP

Dec 13, 2006 10:53 AM in response to dammitdexter

Same thing happened with me when downloading Pearl Harbor. I'm furious about it. I was charged twice and it stopped downloading at the very last second.

When I try and make a complaint I'm not sure where to do it. I see one link that says "report a problem" under Purchase history. But when I click on it nothing happens.

Does anyone know what is the official way to make a complaint?

Dec 15, 2006 6:02 PM in response to Nimajoon31

I had the same problem with Pearl Harbor. It would seem that there's something wrong with the movie as they have pulled it offline now and it's not available for download. I'm supposed to be receiving an iTunes credit for the movie so at least they are responsive.

As far as your reporting it, as soon as you click the report a problem button, it should put report a problem up by your movie title. Click on that, and it opens a window for you to type in your problem which gets sent to apple support. Hope that helps and good luck.

Dec 21, 2006 10:34 AM in response to violinist15

Pardon me for not being up-to-date on all of this. But we just got our grand daughter an Apple Ipod Nano 4GB. Also,a gift card. She has already purchased a movie with it and now we think that this nano does not play movies...? Is that correct? I was told by the guy in the store that the nano is the best one out and it plays tv shows,videos,movies and holds up to 1000 songs. I am not sure how/if she can get her $15 spent on the movie back. It downloaded fine but wehn we add it to the playlist it is nowhere to be seen in the ipod itself. Im guessing after doing some online reading that that is because it does not play movies only a movie ipod does? This is crazy. I sure hope that we are just doing something wrong and she can see her movie after all. Please respond with any help/suggestions.

Thanks and have a Merry Christmas everyone!

Dec 21, 2006 5:19 PM in response to Lmfr98

I downloded Pirates of the Caribbean 2 and It got to
the point in the download where it was finished
downloading, and it said "processing file." At this
point, iTunes quit responding and locked up my entire
computer, and put a amessage that I have to restart
my computer. When I did it the movie was gone.


along, apparently with the purchase price (itunes gift
card? Now they won't even let me sign in? Am I alone
with this particular problem? Never had any problem
with music. (apoligies to original questioner, but
that part of my problem was identical)

Movies - Download Problem

Welcome to Apple Support Community
A forum where Apple customers help each other with their products. Get started with your Apple ID.