Digital version of movie only shows on one device

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Digital version of movie only shows on one device

So I bought my Mac Book last summer I can't remember if I added the digital version (from the DVD) of a movie that I have on my PC or my Mac. But since LAST year the movie showed on my computer, iPad and Apple TV. Today it "disappeared" from everything but my computer. I also checked to see if the movie would show up on my iPhone. I had that featured turned off, but I went into settings and turned it on to see if it would show up. Nope!!! I even bought a tv show and movie to "test" if they would sync all three devices (Mac, iPad and Apple TV). They did but I can't figure out for the life of me why this movie went away. I still have the DVD and I thought if I deleted the movie from my computer I could re add it.

But when I put in the DVD it just plays. I can't even remember how I added the digital copy and I wasn't given any prompts to do anything.

I called Apple (before I bought the movie and TV show) and they said that they would send an e-mail to a link help me. I'm still waiting on that, but I thought that I would come here to see if anyone could help me.

Hopefully, someone here has experienced this. Cause this is driving me crazy.

Thams

iPad and Apple TV-OTHER

Posted on Feb 28, 2015 3:43 PM

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Answer 1

Siberia0858 Author

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Feb 28, 2015 5:58 PM in response to Siberia0858

Somehow the movie got deleted.....for the life of me I don't understand how. Now it only shows the iTunes Extra. I can't add the movie again because when I redeemed my code I threw the paper away. But how can a downloaded movie (whether you buy it from iTunes or a copy with a digital download) be on you computer and other devices one day and gone the next?

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Answer 2

ChitlinsCC

Level 7

20,924 points

Feb 28, 2015 8:21 PM in response to Siberia0858

If Apple has promised an email to help, that is very good... waiting is part of it I fear. Can you give a timeline of your communication with Apple? You should check your "SPAM" folder for the email as well.

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Answer 3

Siberia0858 Author

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Feb 28, 2015 9:18 PM in response to Siberia0858

I had to call again to get the e-mail. THEN the body was blank. The e-mail didn't offer a solution. It as just a summary of the products that I have registered with Apple and when they expired (expire). I did get the movie back on my computer. BUT it's still missing from my Apple TV and iPad. AND when I turn on the option for the videos to be on my phone it doesn't show.

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Answer 4

Siberia0858 Author

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Feb 28, 2015 9:19 PM in response to ChitlinsCC

I had to call again to get the e-mail. THEN the body was blank. The e-mail didn't offer a solution. It as just a summary of the products that I have registered with Apple and when they expired (expire). I did get the movie back on my computer. BUT it's still missing from my Apple TV and iPad. AND when I turn on the option for the videos to be on my phone it doesn't show.

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Answer 5

Siberia0858 Author

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Feb 28, 2015 9:29 PM in response to ChitlinsCC

WELL, since I downloaded it......It shows on my iPad and Apple TV under home sharing. It's not where I want it. But at least it's there. I just hate having that file take up space. I wish that it had the little cloud in the corner like my other movies. But what can you do. Maybe I'll go to the Apple store and have them figure it out.

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Answer 6

ChitlinsCC

Level 7

20,924 points

Feb 28, 2015 9:33 PM in response to Siberia0858

During the call, and likely in the email, you were given a Case #. Call back, give the case # right away

APPLE: Hello.
YOU: I have Case # 1234567
APPLE: Thank you - let me transfer you
APPLE: Hello. I see you have Case # 1234567. How can I help you?
YOU: Let me speak to your supervisor, please (This role is actually called 'Senior Specialist')
APPLE: Let me see if I can....
YOU: Explain the whole story - beginning to that point - then "Please let me speak to your supervisor"

You have to be a little assertive with Customer Service outfits almost every time - no matter what company - it has to do a little with the pride of the specialist and a little to do with job performance reviews (they think, but not always true - I used to manage a CS group and I gave points for passing it up the chain when required)

Bottom line, Apple has it now and (in my experience) they will finish it - BTW, the Senior folks are always really nice as a bonus!

good luck

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Answer 7

Siberia0858 Author

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Feb 28, 2015 10:44 PM in response to ChitlinsCC

Thanks!! I'll have to try can call them back. It makes no sense how it can be there one day and gone the next. I even tried to reset the factory settings on my Apple TV and that didn't work. Do they usually give you an answer if your warranty has expired? They mention something about paying for them to "fix" it.

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Answer 8

ChitlinsCC

Level 7

20,924 points

Mar 1, 2015 8:09 AM in response to Siberia0858

Siberia0858 wrote:

Thanks!! I'll have to try can call them back. It makes no sense how it can be there one day and gone the next. I even tried to reset the factory settings on my Apple TV and that didn't work. Do they usually give you an answer if your warranty has expired? They mention something about paying for them to "fix" it.

I have resisted really tackling the issue of the missing stuff, simply because you stated that you were actually 'talking' with Apple ( " I called Apple" ) - so at present, let's stick with the Apple <> You correspondence...

Warranty info should be at their fingertips for the asking.

If out of warranty, repairs cost $ and some problems deemed caused by the User MIGHT. If all this happened after "I woke up today and poof!" (i.e., you did nothing at all) - it must be related to some update you had allowed or sought out - that seems to be an Apple responsibility. I have never been charged (or heard of someone being charged) because of anomalies caused by an update - they may not be able to fix 'em without a fix in an version update though.

Tell us the Story of your Apple correspondence:

What # did you call? And where did you find it? and How? *
list all communications
- method
- approx Date/Time
- who you spoke with (N***y = Nancy,
  what 'Level' - i.e., 1st person, 2nd via transfer, etc
- what Action Apple took - or promised to take?

you get the idea...

* if you did NOT find that # to call at the Apple Site somewhere ( Google/Bing/Yahoo Search), you have possibly NOT been talking with Apple.

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Answer 9

Siberia0858 Author

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Mar 1, 2015 8:57 AM in response to ChitlinsCC

I found the number on the Apple site (Apple.com). I can't remember who I talked to. I called this morning and they helped my get it back on my iPad (not the way it was before) but it was there. I deleted it cause it should be in the cloud (with the cloud in the corner) but it wasn't. Later iTunes said that the movie wasn't availabr in the store....they did something and resent download to me. They said that when it finishes I can put it in the cloud....so their going to call be later. I ALMOST just bought the movie from iTunes just to see if that would work. But somehow in the middle of all of this, the US store said that it wasn't available. Then it said it was. So I don't know. Now it's taking a million hours for my purchases to download on my Apple TV.

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Answer 10

ChitlinsCC

Level 7

20,924 points

Mar 1, 2015 9:53 AM in response to Siberia0858

Siberia0858 wrote:

I found the number on the Apple site (Apple.com). I can't remember who I talked to. I called this morning and they helped my get it back on my iPad (not the way it was before) but it was there. I deleted it cause it should be in the cloud (with the cloud in the corner) but it wasn't. Later iTunes said that the movie wasn't availabr in the store....they did something and resent download to me. They said that when it finishes I can put it in the cloud....so their going to call be later. I ALMOST just bought the movie from iTunes just to see if that would work. But somehow in the middle of all of this, the US store said that it wasn't available. Then it said it was. So I don't know. Now it's taking a million hours for my purchases to download on my Apple TV.

The reason I asked about the number = "Apple Help" SCAMs abound - most want you to think they are indeed Apple - you're good to continue, it seems

All this seems so simple, but it is in fact very complicated, with many opportunities for one little glitch to 'snowball down the hill'

The various database driven services in AppleWorld have had reports of intermittent fails in the last couple of days. Persistence seems the common denominator in overcoming them - try, try again.

Cannot speak to the "million hours" - many variables - not the least of which is total size of the 'batch' which you imply - but a "million-ISH" may not be unexpected.

Persist. I have never had actual Apple folks fail for my problems (few - but unusual ones) - every time it took a Senior Specialist though.

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