An unexpected error occurred - Apple tvOS 9.2

Question

An unexpected error occurred - Apple tvOS 9.2

Since updating my Apple TV 4 Gen to tvOS 9.2 I'm experiencing issues w/ the playback of certain movies I've purchased via iTunes. Get "An unexpected error has occurred" and a "Dismiss" button. The same movie titles play fine from my Macbook, iPhone, iPad and Windows PC. Replaced my Apple TV 4 hardware over the weekend but issue persists w/ the replacement unit. Contacted Apple Support who confirmed addtl reports of the issue and how it could be related to a recent backend change to the iTunes store. Provided Support w/ the titles of the problematic movies. If anyone is experiencing the same, Support would like to hear from you as well.

AppleTV 2, tvOS 9.2, Apple TV 4th Generation

Posted on Mar 28, 2016 7:38 AM

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Answer 1

Best reply

Alexander 775

Level 1

13 points

Mar 28, 2016 8:12 AM in response to Scott Smallwood

Have the same problem
purchased brand new ATV4

Does not play anything from the account

Does not allow to purchase new movies

"Unexpected error"

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Answer 2

Mar 28, 2016 8:36 AM in response to Alexander 775

This was occurring for me when trying to watch Game of Thrones however it's now just stopped happening. However it still won't load the seasons separately only "all purchases".

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Answer 3

Mar 28, 2016 8:49 AM in response to Scott Smallwood

I have the same problem, I can't play any of my purchased TV series anymore since last Friday. I have no problem with my purchased movies or music though.

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Answer 4

Alley_Cat

Level 7

20,548 points

Mar 28, 2016 9:39 AM in response to Scott Smallwood

AppleTV has always been a bit useless when it comes to helpful error messages I'm afraid....

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Answer 5

Mar 28, 2016 10:53 AM in response to Scott Smallwood

Scott,

This is exactly the problem I have with certain films which will not stream on my ATV4, but are fine with other players such as MacBook, iPad, iPhone and even ATV3!

It is intriguing and faintly reassuring that Apple have certain suspicions about the causes.

You say that 'Support' would like to hear precise details from others with this problem. Forgive my naïvety, but do you have a link or address for the individual(s) who are seeking this information.

Regards, lim

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Answer 6

Alley_Cat

Level 7

20,548 points

Mar 28, 2016 12:06 PM in response to limfromsouthampton

http://www.apple.com/feedback/appletv.html

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Answer 7

Mar 28, 2016 12:13 PM in response to Scott Smallwood

Also wanted to mention the problematic movie titles play fine via my Apple TV 3rd generation as well...

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Answer 8

Mar 28, 2016 12:23 PM in response to Alley_Cat

Thanks A_C, I have now sent my data to Apple Support giving details of the 21% of my purchased movies that will not stream.

Fingers crossed!

Regards, lim

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Answer 9

Mar 29, 2016 1:18 AM in response to Scott Smallwood

As of 0800 UTC this morning, problems are resolved and all my purchases are available to stream. I hope it is the same for others who had this snag.

Regards, lim

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Answer 10

Mar 29, 2016 10:07 AM in response to Scott Smallwood

Happy to report prior problematic movie titles are now playing successfully this AM!

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Answer 11

Mar 29, 2016 10:31 AM in response to Maaikefest

Still no TV series for me, none of them work 😢

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Answer 12

Mar 29, 2016 2:37 PM in response to Maaikefest

I'm having an issue now where most movies are shown with no artwork and are just blank boxes. They also are missing their title under the blank box. Anyone else?

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Answer 13

Mar 30, 2016 12:43 PM in response to Scott Smallwood

Received a voice mail from Apple Support today confirming a fix has been made to the backend iTunes store which they claim has resolved these issues (?)

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Answer 14

Mar 30, 2016 1:30 PM in response to Scott Smallwood

All working here.

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Answer 15

Apr 1, 2016 1:24 AM in response to Scott Smallwood

The same problem since the last update.

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