All TV and Films purchased are scrambled!

Question

Level 1

8 points

All TV and Films purchased are scrambled!

Since purchasing a new PC, I can't get iTunes to play any of my purchased movies or tv programmes without the picture being scrambled. I can still access them through my iphone, ipad and AppleTV. Music plays fine. I have updated the software v 12.12.7.1, signed in and out of my account, de-authorised and authorised, deleted and reinstalled the apple software and my windows 11 has all the latest software updates. My PC is an Acer TC-1660, 11th Gen Intel(R) Core(TM) i7-11700 @ 2.50GHz 2.50 GHz, 24.0 GB (23.8 GB usable), 64-bit operating system, x64-based processor, Windows 11 Home Version 21H2, Intel UHD Graphics 750. Screenshot below. Any help appreciated.

Posted on Feb 11, 2023 11:07 AM

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Answer 1

ryane77

Community Specialist

Feb 15, 2023 06:37 AM in response to jim007uk

Hi jim007uk,

Thanks for following up. Security software is a possible cause that we'll need to rule out, so we'd like to share some information on how you can Resolve issues between iCloud for Windows or iTunes and third-party security software.

"If your security software is causing an issue with iTunes

Your iPhone, iPad, or iPod touch aren't recognized in iTunes, or they won't back up, restore, update, sync, or activate.
You see iTunes Errors 4, 6, 1630–1641, 3000–3999, or 9000–9999*.
You can’t connect to iTunes Store to buy or download content.
iTunes won’t open."

"Things to check first

Before you change your security software's setup:

Make sure that the date, time, and time zone are set correctly on your computer. Learn how to update these settings on a Mac or on a PC.
Log in to an administrative user account, not a guest account. Learn how to do this on a PC.
Update to the latest version of iCloud for Windows or update to the latest version of iTunes.
Make sure that you have the latest software on your Mac or on your PC.
Make sure that you set up Windows Hello. Learn how to set it up.
Make sure that you only have one type of security software installed. If you have more than one type of security software installed, you might experience performance issues."

Try those steps first, and check out the link above for a few further steps if needed. Let us know the results.

Take care.

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Answer 2

bruno75

Community Specialist

Feb 13, 2023 02:12 PM in response to jim007uk

Hey there jim007uk,

Let's confirm more details to better understand what's happening, along with ruling out some possible causes:

When did this start to occur for your purchased videos in iTunes on your PC?
Which steps did you take to check for the latest iTunes update on your PC? Just in case, this link shows how to download the latest version: iTunes
Speaking of updates, are you running the latest ones from Microsoft for Windows 11? You may need to contact Microsoft Support if you're unsure of how to check for Microsoft updates.
Sometimes unexpected behavior can be resolved with a restart. Has one been tried for your PC since the issue first started?

Cheers!

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Answer 3

jim007uk Author

Level 1

8 points

Feb 15, 2023 04:54 AM in response to bruno75

Hi Bruno75, this has open happened since switching from my older Windows 10 PC to a Windows 11 PC.

I have never been able to play purchased films/tv shows since buying the new PC in June 2022.

All apps Netflix, Paramount, Amazon Prime etc all work fine, just not Apple iTunes. It's very frustrating.

I assure you I have the latest version of iTunes and my PC is up-to -date. I don't think it's my AVG security as everything else works - including my purchased music on iTunes.

It just the video that's the issue. I can hear the film, I just cant see it unscrambled.

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All TV and Films purchased are scrambled!

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