Bought a movie and won't play

Hi,

It appears that the issue is specifically with Xbox one movies app. We could try to reset Windows Store to clear store cache, here are steps below:

1. Press Windows key + X on your keyboard.



2. Click on Command prompt (Admin).



3. Type wsreset.exe, and then hit Enter.



4. Restart your computer and reinstall the games.



Let us know how it turns out.

I am having the same problem. The movie does not play when I press play movie. It starts to load on the app and then shuts off my screen and goes back to the app when it asks me to play or restart movie. Should I delete the movie? And start again? Will it charge me?

Are you receiving this error while signed into the account that originally purchased the content? If you are not, please be sure that profile is signed-in so you can view that content. If you are signed into the appropriate account, let's give these steps
a shot, please be sure to let us know how it goes!

- Press and hold the power button on your Xbox One until the console fully powers down.

- Remove power from the back of the Xbox One console and let it sit for 5 minutes.

- Once 5 minutes have passed, plug everything back in and power back on.

Post back and let us know how it goes!

Hi, I hope you're doing great out there despite the issue that you're experiencing. I am an Independent advisor and I am here to help you in regard to your concern.

Just a friendly reminder though that for refund concerns there is a dedicated team that handles them which is the refund team. To help you, I would recommend replying to the decision email that was sent by them.

It won't even play movies, is it a virus?