Movies and TV not working.

tedthefed66 · Sep 12, 2016

I cannot get any of my movies to play. I cannot move the cursor to the play button. I have uninstalled/installed the Movies and TV app, as well as Uninstall/Install my profile.

Any ideas?

:)

GeniuneBasil264 · Sep 12, 2016

Xbox One TV app not working!

i have the same prob tv +movies app is not working

ZonalHickory644 · Sep 12, 2016

movies and tv not working on xbox one

The movies and tv app will not work on my xbox one. At first it kept giving me an error message whenever I tried to buy something and now it won't even show me anything saying that I'm offline. My other apps that use the internet are fine so obviously I'm
not offline. I'm not sure how to fix it. Netflix also will not work, it opens to the loading screen for a few seconds and then closes itself, but I'm not sure if this is the xboxs issue or if Netflix is having network issues.

RoG Asteria SG · Sep 13, 2016

Hello!

Sorry to hear that you're having such a problem with the Movies and TV app! Hopefully I can help you out with it.

First, you should check to be sure that your Xbox and the app are both up to date with the most recent updates. To do this, go to Settings > All Settings > System > Console Info & Updates. If there are no updates available then you're fine in that area.

You can also check your Apps section in the "My Games and Apps" area of your Xbox to be sure that you don't have duplicate versions of the Movies and TV app. If you do have duplicates, then open one of the apps. If it tells you that the app needs an update
then cancel it and remove that app (it's an older version of the app) from your Xbox by pressing the Menu button > Manage App > Uninstall.

If that doesn't work then you can check your Network and Internet connections to be sure that isn't the issue. Do this by going to Settings > All Settings > Network > Network Settings > Troubleshooting >Test Network Connection.

You can also check the Xbox Live Service Status by following this link:
support.xbox.com/.../xbox-live-status It will let you know if any certain services are down at the time that you are having issues.

If none of that helps then you can try a hard reset on your console. Sometimes the Xbox just needs a complete clear and reset, like clearing the cache on your browser. It can help solve a lot of issues that users experience and is a simple fix.

Uninstalling and re-installing the app and your profile are also ways to help fix your error, but as those have previously failed you then I would suggest following the steps listed above. There is also an article specifically for troubleshooting the Movies
and TV app on Xbox. You can find the article by following this link:
support.xbox.com/.../troubleshoot-movies-and-tv-on-xbox-one It goes in to more detail on all of these steps.

Hope this helps!

FluffyFingers72 · Nov 2, 2018

Did you ever get this figured out? I have run into this issue as well. Everything was working fine for me about 2 weeks ago, and now when I try to play some of the movies I purchased it just gets stuck at 0:00:00 (no error code).

I talked with Microsoft support for like an hour.. went through all the steps. Luckily (or not) I have another xbox one where I was able to load up the movies no problem.. and I can even play them on my Windows 10 pc, which tells me it's my console (day
one version). Support basically told me that it's a hardware issue and that I have to send it in for repair. My only problem with this resolution is that I was out of town for the last two weeks... came home, and now my movies don't play.

So... yeah it's possible that over the last two weeks that maybe a power surge could have damaged my console or something, but seems like a software or permissions issue to me. I can play all my games, apps, even play the movie trailers... just not the full
movie. They even let me purchase a movie still (of course that will still work, right?), but I can't even play that one.

Thanks.

RoG Asteria SG

Hello!

Sorry to hear that you're having such a problem with the Movies and TV app! Hopefully I can help you out with it.

First, you should check to be sure that your Xbox and the app are both up to date with the most recent updates. To do this, go to Settings > All Settings > System > Console Info & Updates. If there are no updates available then you're fine in that area.

You can also check your Apps section in the "My Games and Apps" area of your Xbox to be sure that you don't have duplicate versions of the Movies and TV app. If you do have duplicates, then open one of the apps. If it tells you that the app needs an update
then cancel it and remove that app (it's an older version of the app) from your Xbox by pressing the Menu button > Manage App > Uninstall.

If that doesn't work then you can check your Network and Internet connections to be sure that isn't the issue. Do this by going to Settings > All Settings > Network > Network Settings > Troubleshooting >Test Network Connection.

You can also check the Xbox Live Service Status by following this link:
support.xbox.com/.../xbox-live-status It will let you know if any certain services are down at the time that you are having issues.

If none of that helps then you can try a hard reset on your console. Sometimes the Xbox just needs a complete clear and reset, like clearing the cache on your browser. It can help solve a lot of issues that users experience and is a simple fix.

Uninstalling and re-installing the app and your profile are also ways to help fix your error, but as those have previously failed you then I would suggest following the steps listed above. There is also an article specifically for troubleshooting the Movies
and TV app on Xbox. You can find the article by following this link:
support.xbox.com/.../troubleshoot-movies-and-tv-on-xbox-one It goes in to more detail on all of these steps.

Hope this helps!

FluffyFingers72

Did you ever get this figured out? I have run into this issue as well. Everything was working fine for me about 2 weeks ago, and now when I try to play some of the movies I purchased it just gets stuck at 0:00:00 (no error code).

I talked with Microsoft support for like an hour.. went through all the steps. Luckily (or not) I have another xbox one where I was able to load up the movies no problem.. and I can even play them on my Windows 10 pc, which tells me it's my console (day
one version). Support basically told me that it's a hardware issue and that I have to send it in for repair. My only problem with this resolution is that I was out of town for the last two weeks... came home, and now my movies don't play.

So... yeah it's possible that over the last two weeks that maybe a power surge could have damaged my console or something, but seems like a software or permissions issue to me. I can play all my games, apps, even play the movie trailers... just not the full
movie. They even let me purchase a movie still (of course that will still work, right?), but I can't even play that one.

Thanks.

XBLRewards8

Hello Griffin11287,

I see your confusion. Since we have a branch called "Microsoft Movies and TV" which is where you purchase movies and TV (https://www.microsoft.com/en-us/movies-and-tv), what that FAQ entry is saying
is that "Season Passes from the Microsoft Movies and TV store" are not eligible for MyVIP. I can see how this could be read as "Microsoft Movies" and "TV Store Season Passes" are not eligible.

You are correct that the season passes are not eligible, but movie purchases are fine. TV episodes that are not a Season Pass purchase will also work. We'll let our web team know about this feedback!

RandyAU93

Tried both ways and none worked.. would it be a system problem?

If you tried the power-cycle and still have problems, the factory reset (keeping games & apps) is your next best bet.

JamesGagne1

Just trying to help try holding the power button on your xbox for 10 seconds to restart it and if that doesn't work then you should try speaking to a xbox assistant about the situation hope I help.

Movies and TV not working.