Assistance

[The_Donster]

Hey gang, I'm in need of assistance. 3 weeks ago my iTunes extras of Bridesmaids disappeared from my iTunes library. I contacted Apple, but it has pretty much gotten me no where because my purchase order only shows Bridesmaids (I redeemed this back in 2012) and not both, but when I bring up my copy on my external hard drive in the store it shows the uncut version of Bridesmaids. Which I've been going back and forth with them just sending me a new code since all I can do is save the external copy to my computer hard drive and not the iCloud. So who do I contact if I've gotten about as far as I can with this "supervisor"? Any help would be appreciated.

[Alan Gordon]

Originally Posted by The_Donster

Hey gang, I'm in need of assistance. 3 weeks ago my iTunes extras of Bridesmaids disappeared from my iTunes library. I contacted Apple, but it has pretty much gotten me no where because my purchase order only shows Bridesmaids (I redeemed this back in 2012) and not both, but when I bring up my copy on my external hard drive in the store it shows the uncut version of Bridesmaids. Which I've been going back and forth with them just sending me a new code since all I can do is save the external copy to my computer hard drive and not the iCloud. So who do I contact if I've gotten about as far as I can with this "supervisor"? Any help would be appreciated.

If you still have the movie and redemption sheet, I'd contact Universal and try explaining to them the problem. They might not do anything either, but it'd be worth a shot.

[The_Donster]

Originally Posted by Alan Gordon

If you still have the movie and redemption sheet, I'd contact Universal and try explaining to them the problem. They might not do anything either, but it'd be worth a shot.

Yeah, tried that and almost to the point of picking up the movie in a bin at Walmart to see if that corrects the issue, but it is the principle of the matter at this point. Code changed, fine. Then issue me a new code and stop jerking me around. Might try and get a phone call set up to see if that gets better results. Because the engineers should have nothing to do with whether they get me a code or not. It hasn't when I've had problems in the past.

[heyadol]

Originally Posted by The_Donster

Hey gang, I'm in need of assistance. 3 weeks ago my iTunes extras of Bridesmaids disappeared from my iTunes library. I contacted Apple, but it has pretty much gotten me no where because my purchase order only shows Bridesmaids (I redeemed this back in 2012) and not both, but when I bring up my copy on my external hard drive in the store it shows the uncut version of Bridesmaids. Which I've been going back and forth with them just sending me a new code since all I can do is save the external copy to my computer hard drive and not the iCloud. So who do I contact if I've gotten about as far as I can with this "supervisor"? Any help would be appreciated.

Just checked my library and I don't have iTE for Bridesmaids either, although the unrated version has the legacy iTE that require you to download to computer. I wonder if it matters that Bridesmaids transferred from Vudu/MA, I think it was from the same code that gave me Unrated in iTunes though.

[Alan Gordon]

Originally Posted by heyadol

I wonder if it matters that Bridesmaids transferred from Vudu/MA, I think it was from the same code that gave me Unrated in iTunes though.

Reminds me of an experience of mine:

I had an old SD digital copy redemption of "Batman" (1989) on iTunes that MA upgraded to HD. This is the old cover art with Michael Keaton and Jack Nicholson and not the newer version with the bat symbol on it that comes with iTunes Extras.

My digital copy then transferred to VUDU, and due to a temporary glitch, on to UV, and then on to my cousin's VUDU account, and then to his iTunes where it gave him the new version of "Batman" (1989) with iTunes Extras.

[The_Donster]

Thanks for the confirmation heyadol. This was redeemed back before they had Cloud. Which is probably why I need a new code and it won't save to it from my external. Guess I'm going to have to call at this point to see if I can get someone else involved. I should have done this a couple of weeks back. I've had issues in the past and they've always come through. So not sure what is going on here unless I'm not actually speaking with a supervisor.

[ManOfTheForest]

Originally Posted by The_Donster

Thanks for the confirmation heyadol. This was redeemed back before they had Cloud. Which is probably why I need a new code and it won't save to it from my external. Guess I'm going to have to call at this point to see if I can get someone else involved. I should have done this a couple of weeks back. I've had issues in the past and they've always come through. So not sure what is going on here unless I'm not actually speaking with a supervisor.

This happened to me too. I lost iTunes Extras on a few films after everything went streaming.

Most Studios allowed the Extras to remain available, only few have used it to try make more money off us.

iTunes Support kept me hanging for several weeks and many live chars went nowhere before I gave up.

When I first got myAppleTV I fololishly erased all the movies and iTunes Extras on my old iMac to recover some much needed space. If I had taken the tome and care I would have known to keep them on the drive.

[Fiffy]

Originally Posted by The_Donster

Hey gang, I'm in need of assistance. 3 weeks ago my iTunes extras of Bridesmaids disappeared from my iTunes library.

The downloadable extras haven't been supported for years now. In many cases the studios eventually replace them with the new streaming extras, although sometimes it can take a while.

I'm a little confused about what you're asking. It sounds like you think you should have the unrated version of the film, even though you bought the regular version?

I contacted Apple, but it has pretty much gotten me no where because my purchase order only shows Bridesmaids (I redeemed this back in 2012) and not both, but when I bring up my copy on my external hard drive in the store it shows the uncut version of Bridesmaids.

You mean you used the "show in store" function for the downloaded extras?

[The_Donster]

Originally Posted by Fiffy

The downloadable extras haven't been supported for years now. In many cases the studios eventually replace them with the new streaming extras, although sometimes it can take a while.

I'm a little confused about what you're asking. It sounds like you think you should have the unrated version of the film, even though you bought the regular version?
You mean you used the "show in store" function for the downloaded extras?

Sorry, now I'm confused. Did you read where I redeemed this title back in early 2012 and that the digital copy came with both versions of the movie? But the way iTunes categorized the Uncut version it was called iTunes extras. I've still got a copy on my external hard drive, but can't get it to load to the iCloud. Which is how I know this. So I'm not asking for anything that I didn't already buy. I'm just asking them to send me a new code so I can redeem it through my iPhone instead of my computer this time around. Savvy?

[Fiffy]

Originally Posted by The_Donster

Sorry, now I'm confused. Did you read where I redeemed this title back in early 2012 and that the digital copy came with both versions of the movie?

Actually you never mentioned in your OP that the extras included the extended version and that you have a downloaded copy of that movie file. It sounded to me like you used the "show in iTunes" function on the "Extras" entry that iTunes showed for the old-style downloadable extras.

But the way iTunes categorized the Uncut version it was called iTunes extras. I've still got a copy on my external hard drive, but can't get it to load to the iCloud.

I think the best you can hope for is that the studio adds the extras including the extended version in the new streaming format.

[The_Donster]

Originally Posted by Fiffy

Actually you never mentioned in your OP that the extras included the extended version and that you have a downloaded copy of that movie file. It sounded to me like you used the "show in iTunes" function on the "Extras" entry that iTunes showed for the old-style downloadable extras.
I think the best you can hope for is that the studio adds the extras including the extended version in the new streaming format.

OK, I'm going to give you the benefit of the doubt and assume you are trying to help and not trolling me. As I said in my previous response, I'm not asking Apple for anything I didn't already own. Unfortunately I've hit a road block with the person I'm dealing with and need to know if there is anyone else someone could suggest I contact at iTunes to get my issue resolved? So if you don't have any advise beyond what I'm asking you, move on.

[The_Donster]

Well, not sure what happened, but my iTunes extras showed back up. Unfortunately it is only downloadable through my computer. Wondering why this isn't popping up in my iPhone library too? Any thoughts on if I can transfer it to it or how?

[The_Donster]

Resurrecting my old post and wondering if anyone can identify this symbol next to my Bridesmaids extras? I'm also wondering why it isn't showing up with the rest of my extras on my iPhone and how do I prevent my digital copies from downloaded to my computer iTunes app? I usually redeem on my iPhone. As it is much easier. I had a good time trying to remember how to get them back on the iCloud and not on it Anyway, would appreciate any assistance on any of this. This movie is the only one I have that isn't coming up right for some reason

[steve_dave]

Its a folder icon to signify its menus and extras only.

[The_Donster]

Originally Posted by steve_dave

Its a folder icon to signify its menus and extras only.

Cool, any idea why this particular movie is the only one not showing extras on my iPhone iCloud library steve_dave? All of my other movies show the extras or an additional movie to access them there. Clearly I'm out of my depth here.

[steve_dave]

Originally Posted by The_Donster

Cool, any idea why this particular movie is the only one not showing extras on my iPhone iCloud library steve_dave? All of my other movies show the extras or an additional movie to access them there. Clearly I'm out of my depth here.

There are iTunes Extras 1.0 and 2.0:

1.0 are downloaded extras in SD and display the folder. They aren't part of iCloud because you were supposed to download them.

2.0 are iCloud extras and can be SD or HD. These can not be downloaded.

When studios/distributors switched from 1.0 to 2.0, they chose not to transition some films over. So unfortunately, a lot of Universal movies never got 2.0 upgrades and unless you backed up the 1.0 extras, those are gone too.

[The_Donster]

Thanks man, I appreciate the info. I'll stop stressing about it then.

[Rik1138]

Originally Posted by steve_dave

There are iTunes Extras 1.0 and 2.0:

1.0 are downloaded extras in SD and display the folder. They aren't part of iCloud because you were supposed to download them.

2.0 are iCloud extras and can be SD or HD. These can not be downloaded.

When studios/distributors switched from 1.0 to 2.0, they chose not to transition some films over. So unfortunately, a lot of Universal movies never got 2.0 upgrades and unless you backed up the 1.0 extras, those are gone too.

Actually you can (or could) select SD or HD when you download 1.0 extras. HD is only 720p though (if they were delivered at 720p at least... Some are SD only as that's all the studio has.)

[The_Donster]

Well, the funny thing with this movie is the extras are the alternate cut of the movies and deleted scenes, etc. At one point I had them both in my iPhone and computer library, but something got jacked up. Long story short, iTunes CSR were useless because they only saw the one movie as a redemption. I've considered hiding the purchase to see if it corrects itself somehow, but I've already put more energy into a movie I'd rather watch on BD.