Video FAQ
If this information does not answer your question, please email us by clicking on the Email Us button at the bottom of page.
When I try to play my purchased video, I see a gray screen.
QuickTime 7.1.3 or later is required to view purchased videos. QuickTime 7.1.3 is available to download free-of-charge from our website. Remember to restart your computer after the QuickTime installation is complete.
I see error 0xFFFE7958 when I download purchased video.
We're very sorry your purchased video didn't download. Please email us using the form at the bottom of this page and we'll be happy to help.
I paid for a video that didn't download.
Most times, your download will restart the next time you open iTunes, even after a power outage. To see if you have any pending downloads, select "Check for Purchases" under the Store menu. If your download doesn't resume as expected, please report the problem directly through your Purchase History in iTunes.
To report a problem with your video download:
- Locate the video in your Purchase History
- Click the "Report a Problem" link
- Select "I didn't receive this item"
- Enter a description of the problem in the comments field and hit Submit
Our support agents will review your request and get back to you as quickly as possible.
I can't transfer my video to my iPod.
First, make sure that you're using the latest version of the iPod software. Click here for the latest iPod update. Your computer will also need to be authorized to play your purchased videos before you'll be able to transfer them to your iPod. Choose "Authorize Computer" from the Store menu in iTunes 7 to authorize your computer for playing purchased videos.
For help with synching your Purchased Videos with your iPod click here.
If you're still having difficulty transferring purchased videos to your iPod, please see our video FAQ for iTunes and iPod.
A purchased video looks or sounds bad.
If there is a problem with the audio or picture quality of a video you purchased from the iTunes Store, we'd like to know. Please follow the steps below to report the problem directly to Apple.
To report a problem with your purchased video:
- Locate the video in your Purchase History
- Click the "Report a Problem" link
- Select "The item looks or sounds bad"
- To expedite your request, please tell us the time code where the problem appears. Click here for information on finding a timecode in iTunes
Our support agents will review your request and get back to you as quickly as possible.
I didn't receive the bonus video.
- Make sure the album purchase appears in your Purchase History
- Select "Check for Purchases" from the Store menu
- Check your Purchased Music playlist for the missing video
If the video did not download to your Purchased Music playlist after you checked for purchases, please follow the steps below to report a problem directly to Apple:
- Locate the video in your Purchase History
- Click the "Report a Problem" link
- Select "I didn't receive this item"
- Enter a description of the problem in the comments field and hit Submit''
"Movie file cannot be found" error message.
This message occurs if you have reference movies in your iTunes Library that can no longer access the original media. A reference movie is a very small file that points QuickTime to another location where a copy of the movie resides. Follow these steps to resolve this error.
I purchased a video and I'm not able to view it on my PC.
Please email us using the form at the bottom of this page.
How do I burn my purchased videos to CD or DVD?
You can burn back up copies of iTunes videos to a data CD or DVD. However, you cannot burn iTunes videos to a DVD for playback on your home entertainment DVD player.
Can I use my purchased videos in other applications?
Videos purchased from the iTunes Store cannot be opened in other applications, such as iDVD or iMovie. Purchased videos are for personal use only and are best enjoyed on the new iPod.
I'm on dial-up and I don't want to download this video.
No problem. We can remove the video from your download queue, if you'd like. Just email us using the form below.