One particular movie will not play correctly on iTunes(Windows)

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Level 1

4 points

One particular movie will not play correctly on iTunes(Windows)

When I try to play “Spider-Man: No way home” through iTunes on my windows computer, I hear audio but there’s no picture. It works fine on my phone, and on Apple TV, but still refuses to work on my computer. I find this strange because every other movie I have on iTunes works fine.

Is there some kind of format difference with this Movie?

I’ve tried clearing my iTunes cache, reinstalling iTunes, restarting my computer, checking for updates, and shut down every non essential application I can think of, though I’m not sure why any of this would affect only one movie out of my collection, I wanted to get the basic steps out of the way.

Windows, Windows 10

Posted on Nov 30, 2022 06:01 PM

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Answer 1

Dec 3, 2022 12:52 PM in response to blu35cr33n

Hi blu35cr33n,

Thanks for coming to Apple Support Communities for help today.

You have tried some great troubleshooting here. Is this movie downloaded on your computer or are you streaming it? If it is downloaded, try deleting and redownloading it: Redownload TV shows and movies that you purchased. If it works, that may indicate a problem with the file that was originally downloaded.

Either way, we'd also advise disabling any VPN or security software just to rule that out as being related.

Then if the issue continues, contact Apple Support for a deeper dive.

Have a fantastic day!

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Answer 2

Dec 5, 2022 09:29 AM in response to blu35cr33n

Hello blu35cr33n,

Thanks for updating us with this information.

Since this is the only affected video, were the others streamed as well? We're curious if that may help to isolate what could be occurring as you were able to play this on a different computer. If that does help, you'll want to check any third-party installations that may be impacting the connection with the servers to stream the video.

In addition, give the following steps a try to see if this may change the results for you. See if the video may be trying to AirPlay to a different display as well to make sure that's not related, and you can find more details on these options here: Play movies and other video in iTunes on PC - Apple Support

If you can’t see your video playing

By default, videos play in the iTunes window. If you changed the location to a separate window, the iTunes window may be blocking the window where the video is playing. Try any of the following:

• On your PC, move the iTunes window.

• In the iTunes app on your PC, click Window in the menu bar, then choose your video if it’s listed.

Should you need further assistance, be sure to contact Apple Support to continue checking into this with you directly.

Have a great day!

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Answer 3

blu35cr33n Author

Level 1

4 points

Dec 5, 2022 01:41 AM in response to MichaelB2019

Thanks for the reply MichaelB2019,

I was trying to stream this movie, hence my attempt to clear cache from iTunes.

Recently, I was able to stream this movie on a different computer through iTunes without issue, so it’s definitely a local problem.

I understand your suggestion about disabling VPNs, however I did not have one running at the time. And it doesn’t really fit the problem. Keep in mind, this is only one video out of the whole collection I have that behaves this way. And it is not refusing to let me play the movie, just the picture refuses to show while I can still hear the audio playing. I’ve attached a screenshot, which shows the movie playing, and you can even see that pictures do exist when looking at the scene selection.

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One particular movie will not play correctly on iTunes(Windows)

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