Playing a purchased video shows gray screen

Resolution

Make sure you are using the most recent version of iTunes and QuickTime. Updating to the most recent version may resolve this. They both can be downloaded free of charge.

If you have the most recent version and the issue continues, here are some tips that can help with video playback:

• Quit as many other open applications as you can before playing videos in iTunes
• Wait for all iTunes Store purchases to finish downloading before playing videos
• Disable all non-system related startup items or programs and services

(Note that installing the latest version of iTunes will not affect your library or any items in your account waiting to be downloaded.)

If you are still unable to play your purchases, you may be able to resolve your issue by removing the "SC Info" folder. To do so, follow these steps:

Mac OS X

1. Quit iTunes and any other open applications so only the Finder is open.
2. Choose Go > Go to Folder.

    

3. Type /users/Shared/SC Info and click Go.

   

4. If Finder is not already set to column view, set it by choosing View > as Columns.
5. Select the SC Info folder and move it to the Trash by choosing File > Move to Trash.
6. Authorize your computer to play your purchases. Note: If you have multiple accounts you will need to authorize your computer for each account. For more information on how to authorize your computer, see this article.

Windows XP:

1. Open My Computer from the desktop or Start Menu.
2. From the Tools menu, choose Folder Options.

   

3. Click View tab.
4. In the "Advanced settings" pane under "Hidden files and folders." make sure that the "Show hidden files and folders" option is selected.

   

5. Click OK.
6. Navigate to the following location by either typing it into the address bar, copying and pasting it into the address bar, or clicking through the folder hierarchy listed:

   c:\Documents and Settings\All Users\Application Data\Apple Computer\iTunes\

7. Right-click the SC Info folder shown and on the shortcut menu, choose Delete.

   

8. Restart the computer.
9. Open iTunes.
10. Authorize your computer to play your purchases. Note: If you have multiple accounts you will need to authorize your computer for each account. For more information on how to authorize your computer, see this article.

Windows Vista:

1. From the Start menu, choose Open.
2. From the Organize menu, choose Folder and Search Options.

   

3. Click the View tab.
4. In the "Advanced settings" pane under "Hidden files and folders" make sure that the "Show hidden files and folders" option is selected.

   

5. Click OK.
6. Navigate to the following location by either typing it into the address bar, copying and pasting it into the address bar, or clicking through the folder hierarchy listed:

   C:\Program Data\Apple Computer\iTunes

7. Right-click the SC Info folder shown and from the shortcut menu, choose Delete.

   

8. Restart the computer.
9. Open iTunes.
10. Authorize your computer to play your purchases. Note: If you have multiple accounts you will need to authorize your computer for each account. For more information on how to authorize your computer, see this article.

If there is still an issue with the audio or picture quality of a video you purchased from the iTunes Store, we'd like to know. Use the Report a Problem link in your Purchase History to submit the issue directly to Apple. Our support agents will review your request and get back to you as quickly as possible.