Error when downloading purchased videos
Symptoms
Different factors can affect how purchased content is downloaded. The type and speed of your Internet connection determines your download times so download times may vary. Along with your Internet connection, certain types of software can affect the way a computer sends and receives information from the Internet. Here are a few examples of these types of software:
- Firewalls
- Web accelerators
- Ad filters
- Virus protection software
Products Affected
iTunes Store
Resolution
If you have any of the above listed software, and if you cannot access the iTunes Store, you will need to configure those applications to allow the following domains to send and receive data to the Internet.
- itunes.apple.com
- ax.itunes.apple.com
If you still are unable to download your purchased videos, deleting the incomplete downloads, and starting the download again from the beginning, often will resolve this issue.
To find the incomplete downloads:
- Navigate to the downloads folder on your system. This folder can be found in the following locations (if you have moved your iTunes library, look for the Downloads folder in that location):
Mac
/Users/[your username]/Music/iTunes/iTunes Music/Downloads
Windows Vista
\Users\[you username]\Music\iTunes\iTunes Music\Downloads\
Windows XP and 2000
\Documents and Settings\[your username]\My Documents\My Music\iTunes\iTunes Music\Downloads\
- Locate the folder that contains the incomplete download for this purchase.
With current versions of iTunes, the folder will be named for the purchased video, and the name will end with .tmp.
Example: The Dundies.tmp
With earlier versions of iTunes, the folder will be named for the purchased video, and the name will end with .m4v.tmp.
Example: The Dundies.m4v.tmp
- Move the .tmp folder for the affected purchased video to the Trash or Recycle Bin.
- Open iTunes.
- Choose Store > Check for Available Downloads.
- Enter your account name and password and click the Check button.
You should also make sure that you've updated to the latest version of iTunes, and meet the minimum system requirements. You can view the system requirements and download the latest version of iTunes here.
If you have already installed the latest version of iTunes, and are using Windows, you can use the Network Diagnostics feature to help diagnose any local network issues that you may be experiencing. To use Network Diagnostics:
- Open iTunes.
- Choose Help > Diagnostics.
- Select Network Diagnostics and click Run. A report will show your Network Interface Status, your Internet Connection Status, and your iTunes Store Connection Status.
Additional Information
See these documents for more information:
Important: Information about products not manufactured by Apple is provided for information purposes only and does not constitute Apple’s recommendation or endorsement. Please contact the vendor for additional information.