Films and Videos FAQ
If this information does not answer your question, please contact us using the form below.
I can't purchase or view films.
Make sure you are using the latest version of iTunes. To see if your computer meets the Windows or Macintosh requirements and to install the latest version of iTunes free of charge, visit:
- Download iTunes
Mac users will also need to install the latest version of QuickTime:
Download QuickTime
I want to prevent my children from purchasing anything but "PG" rated films.
Easy! iTunes Parental Controls let you restrict films, TV Shows, and Music to specific rating guides.
To change your iTunes Parental Control Settings:
- Launch iTunes
- Choose "Preferences" from the iTunes menu
- Click on Parental
From here you can set your Parental Controls and limit your child's access to content that you deem unsuitable.
I can't download my purchased film.
Films are large files and may take time for your download to complete. Click here for a quick reference guide with average download times.
Make sure that you've updated to the latest version of iTunes. If you have already installed iTunes 7 or later, and are using Windows, you can use the Network Diagnostics feature to help diagnose any local network issues that you may be experiencing.To use Network Diagnostics, choose "Run Diagnostics..." from the Help Menu in iTunes. Select Network Diagnostics and click Next.
If you're still having trouble downloading your film from the iTunes Store, please follow the steps below to report the problem with your download.
Where can I get more information on films?
Read our film FAQ
When I try to play my purchased video, I see a gray screen.
Make sure you have the latest version of QuickTime installed. It is available to download free-of-charge from our website. Remember to restart your computer after the QuickTime installation is complete.
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 Available Downloads” under the Store menu in iTunes 8 (or “Check for Purchases” under the Store menu in iTunes 7). 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 the appropriate Problem choice from the dropdown menu
- 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 appropriate Problem choice from the dropdown menu
- 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.
"Film file cannot be found" error message.
This message occurs if you have reference films in your iTunes Library that can no longer access the original media. A reference film is a very small file that points QuickTime to another location where a copy of the film resides. Follow these steps to resolve this error.