fedup135

Q: Rented movie won't play

I have rented a movie from iTunes and it will not play it stays stuck on a black screen i can see all the thumbnails for chapters but cannot watch movie. If i transfer the movie to my iPhone i can watch it but i would rather watch it on the macbook air. Also i took the machine to apple they completely wiped it and reinstalled the OS and still no luck. Other people can log onto their iTunes accounts and play movies they purchased i am the only one not able too. any answers or comments greatly appreciated.

MacBook Air, OS X El Capitan (10.11.6)

Posted on Aug 27, 2016 4:40 PM

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Q: Rented movie won't play

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  • by sberman,

    sberman sberman Aug 27, 2016 7:58 PM in response to fedup135
    Level 8 (38,882 points)
    Aug 27, 2016 7:58 PM in response to fedup135

    Is your Wi-Fi connection working?  Are you online?

     

    Are you signed in to your iTunes account?  Use iTunes' menu to go to Account > View Account.

     

    About renting movies from the iTunes Store - Apple Support

  • by fedup135,

    fedup135 fedup135 Aug 28, 2016 10:12 AM in response to sberman
    Level 1 (5 points)
    Notebooks
    Aug 28, 2016 10:12 AM in response to sberman

    im signed into my itunes account and my internet is working the movie downloads completely and says its ready to watch but won't play i even went to the apple store and used their internet.

  • by idontwanttocreateanotheruname,Solvedanswer

    idontwanttocreateanotheruname idontwanttocreateanotheruname Aug 29, 2016 3:07 PM in response to fedup135
    Level 1 (14 points)
    Notebooks
    Aug 29, 2016 3:07 PM in response to fedup135

    Same issue.  I recently purchased a new MacBook Pro & today is the first time I have tried to watch a movie in iTunes.  Neither purchased or rented movies will play.  I, too, only have a black screen, with only the controls (rewind, pause, play, etc.) viewable.  No chapters listed, just the cover art of the movie at the top + names of the directors.  Was on the phone with Apple Care for 2 hours & they couldn't figure it out. 

     

    When the senior advisor I was speaking with contacted iTunes to have a credit issued, she was told that they were aware of the issue & working on it.  Said it is a problem with some Mac computers, but not other Apple devices. 

     

    Strange that iTunes would not have contacted Apple Care tech support to let them know about the issue.  Also, before I spoke with the senior advisor, I was speaking with someone else at Apple Care who had also contacted iTunes to try to fix the issue by having them resend the rented movie to me & he wasn't told about the issue.

     

    That was about 3 hours ago.

     

    Senior Advisor said she would send me an email with my case # and her contact info so I could follow up, but she didn't.  She took my phone #, so, hopefully, she will call to let me know when the issue is resolved (not holding my breath though).

  • by fedup135,

    fedup135 fedup135 Aug 31, 2016 8:51 PM in response to idontwanttocreateanotheruname
    Level 1 (5 points)
    Notebooks
    Aug 31, 2016 8:51 PM in response to idontwanttocreateanotheruname

    i got the same answer its really frustrating i got three credits for movie rentals but how am i gonna use them if the movies won't play