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Question: Black bars filled with images from other movies

iTunes 12.7.2 and latest version of high Sierra

Is anyone else having this issue??

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Dec 14, 2017 4:57 PM in response to KP281984 In response to KP281984

Hello there KP281984,

From your descriptions and your screenshots I see that the letter boxing on the top and bottom of the video are filled in with a shot of a different movie in your library. If this happens on all the movies you play in iTunes there is likely a cache issue happening here and I would suggest you boot to safe mode to clear some system level caches:

Use safe mode to isolate issues with your Mac

Once you boot into safe mode test out iTunes again and when you confirm it works fine, restart as normal from the Apple menu and test it out one last time.

If this is only happening with one of your movies then delete that movie:

Delete songs, playlists, or other items​

Delete an item from your library

  1. Click the item to select it, and press the Delete key.

  2. Click Delete [item].

  3. Do one of the following:

    • Remove the item only from your iTunes library: Click Keep File.

    • Delete the item from your computer: Click Move to Trash. The item is removed the next time you empty the Trash.



Then restart the computer and redownload the content:

Redownload apps, music, movies, TV shows, and books from the iTunes Store, iBooks Store, and App Store

Cheers!

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Question marked as Helpful

Dec 14, 2017 4:57 PM in response to KP281984 In response to KP281984

Hello there KP281984,

From your descriptions and your screenshots I see that the letter boxing on the top and bottom of the video are filled in with a shot of a different movie in your library. If this happens on all the movies you play in iTunes there is likely a cache issue happening here and I would suggest you boot to safe mode to clear some system level caches:

Use safe mode to isolate issues with your Mac

Once you boot into safe mode test out iTunes again and when you confirm it works fine, restart as normal from the Apple menu and test it out one last time.

If this is only happening with one of your movies then delete that movie:

Delete songs, playlists, or other items​

Delete an item from your library

  1. Click the item to select it, and press the Delete key.

  2. Click Delete [item].

  3. Do one of the following:

    • Remove the item only from your iTunes library: Click Keep File.

    • Delete the item from your computer: Click Move to Trash. The item is removed the next time you empty the Trash.



Then restart the computer and redownload the content:

Redownload apps, music, movies, TV shows, and books from the iTunes Store, iBooks Store, and App Store

Cheers!

Dec 14, 2017 4:57 PM

Reply Helpful (1)

Dec 14, 2017 4:59 PM in response to sarah_s1 In response to sarah_s1

Thanks for the response Sarah but safe mode didn’t work. I think it’s a bug with the latest iTunes because before I updated it wasn’t happening...

I hope this gets fixed soon coz it’s spoiling my home theatre experience 😔

User uploaded file

Dec 14, 2017 4:59 PM

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Dec 15, 2017 9:38 AM in response to KP281984 In response to KP281984

We appreciate the update KP281984. Next let's test this out in a different library to start the isolation process. Use this article to create a new library and name it something like Test Library for easy identification later:

Open a different iTunes Library file or create a new one

Then re-download the movie and test it out again to see if the issue persists:

Redownload apps, music, movies, TV shows, and books from the iTunes Store, iBooks Store, and App Store

If the issue does not appear again let us know, otherwise we can proceed to testing this out in a new user. Use this article to create another user and just like before, download the movie again and see if this keeps happening:

How to test an issue in another user account on your Mac

Let us know the results!

Dec 15, 2017 9:38 AM

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Question: Black bars filled with images from other movies