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Sainsbury’s Entertainment app on Xbox 360 Help

Overview

This article offers solutions to problems you might experience when using the Sainsbury's Entertainment app with Xbox Live and your Xbox 360 console.

Xbox Live connection problems

If the Sainsbury’s Entertainment app isn’t functioning smoothly on your console, you may be experiencing a connectivity problem. See the Xbox Live slow performance solution.

Xbox 360 audio/video problems

If your Xbox 360 console isn't providing good-quality video or audio, see Xbox 360 audio or video problems.

The Sainsbury's Entertainment app doesn't respond

If the Sainsbury's Entertainment app doesn't respond, delete and reinstall it. Here's how:

  1. From the Xbox Dashboard, go to settings and then System.
  2. Select Storage.
  3. Select your primary storage device.
  4. Select Games and Apps.
  5. Find and select any items that refer to "Sainsbury's Entertainment."
  6. Select Delete.
  7. Return to the Dashboard.
  8. Go to Browse Apps or Search Apps, and then browse or search for the Sainsbury's Entertainment app.
  9. Select Download and then Confirm Purchase to download and install the app.

If you keep getting the error, contact Xbox Support.

Error messages

You may get one of the following error messages when you use the Sainsbury's Entertainment app.

Note Sainsbury’s Entertainment is responsible for all account, billing, and content-related issues with the Sainsbury’s Entertainment app. If the solutions listed in this section don't work and you continue to get one of the error messages described in this section, contact Sainsbury's Entertainment via www.sainsburysentertainment.co.uk/videohelp or www.sainsburysentertainment.co.uk/en/Contact-Us to arrange a callback, or call 0800 328 1700 (available 7 days per week from 8:00 A.M. to 8:00 P.M.).

Connectivity errors

  • Sorry, Sainsbury’s Entertainment isn’t available right now. Please try again later. For more information, go to www.xbox.com/status
  • Unable to contact Sainsbury's Entertainment service. Please try again in a few minutes.

    If you get either of these error messages, try the following:

    1. Go to Service status to check whether there's a current problem with Xbox Live or the Sainsbury's Entertainment app.
    2. If there are no problems and you get one of these errors when you try to start the Sainsbury's Entertainment app, wait about a minute and then try again.
    3. If after restarting the app you get one of these error messages, try deleting and reinstalling the app.
    4. If you continue to get one of these error messages, try the Xbox Live slow performance solution.
    5. If none of these solutions worked, contact Xbox Support.

  • Your current internet connection speed (<current speed>) is too slow to stream this video. If you continue to play back this video, you may encounter interruptions due to your connection speed.
  • Slow internet connection....dropping to SD

    If you get either of these errors, your connection speed may not meet the minimum requirements for Sainsbury Entertainment app content. For help, see the Xbox Live slow performance solution.

    If you keep getting the error, contact Xbox Support.

Application errors

  • A network error occurred while processing this order: <title>. Please check your library and see if this order was added. If it appears in the library and you have received an email receipt, the order was processed successfully. If not, you will need to purchase the title again.
  • A purchase error occurred while processing this order: <title>. This title is not available at this time. Please select another title or try again later.
  • We’re sorry, your rental has expired or your title is no longer available for streaming. Please re-purchase the title and try again in a few minutes.

    If you get one of these three error messages, an error occurred during the processing of your order, and the content you selected may not have been added to your library.

    To resolve the problem, contact Sainsbury’s Entertainment by using the contact information listed at the beginning of the "Error messages" section.

  • This content requires a secure video display mode not supported by your current configuration. Using an HDMI video cable may solve this problem. If not, please go to www.sainsburysentertainment.co.uk for assistance. When contacting Customer Care, we will need to know the Error Code, Device Name, Device ID and Version number. {Error Code}
  • This content requires a secure video connection to your display device that we were unable to establish. Please go to www.sainsburysentertainment.co.uk for assistance. When contacting Customer Care, we will need to know the Error Code, Device Name, Device ID and Version number. {Error Code}
  • This content requires a secure video display mode no longer supported by your current video display equipment. Please contact your vendor for a possible update. For more information please go to www.sainsburysentertainment.co.uk. When contacting Customer Care, we will need to know the Error Code, Device Name, Device ID and Version number. {Error Code}
  • This content requires a secure video display mode not supported by your current configuration. Using an HDMI video cable may solve this problem. If not, please go to www.sainsburysentertainment.co.uk for assistance. When contacting Customer Care, we will need to know the Error Code, Device Name, Device ID and Version number.

    If you get one of the error messages listed above, the Xbox console could not enable the needed video output protection using your current video output connection.

    To resolve this error, you'll need to use an HDMI video cable.
    If you're unable to use an HDMI video cable or if you're using an HDMI video cable and are still getting one of these error messages, contact Sainsbury's Entertainment by using the contact information listed at the beginning of the "Error messages" section.

  • Your system needs a media update in order to play this title. Please wait for the download to finish then try again.

    To resolve this error, follow these steps:

    1. Wait a few minutes and then try watching the content again.
    2. If you get the same error message again, select different content to watch.
    3. If you get the error message again, delete and reinstall the Sainsbury’s Entertainment app.
    4. If you keep getting the error message, install the Optional Media Update. Here's how:
      1. On your console, go to Bing and search for "Optional Media Update."
      2. Select Optional Media Update.
      3. Select Optional Media Update again.
      4. Select Confirm Download. (The download is free.)
      5. After your download is complete, select Continue and then return to the Xbox Dashboard.

      Important The Optional Media Update can only be downloaded once per gamertag. If you're using your gamertag on a friend's console and you've already downloaded the Optional Media Update on your own console, you won't be able to download the Optional Media Update again on your friend's console. Your friend will need to download the Optional Media Update using his or her gamertag.

      If you continue to get the error, contact Xbox Support.

    Availability errors

    • Playback can no longer continue due to a problem in the content, your device or your network connection
    • We’re sorry. We have encountered a technical error.

      If you get one of these error messages, try the following solutions:

      • Wait about a minute and then try to play the content again.
      • Select something else to watch.
    • We’re sorry, the title no longer exists or you are trying to play the title from a geographical location that is not supported. Currently, you can only play Sainsbury's Entertainment titles within the United Kingdom.

      You may get this error message if:

      • The content you're trying to watch is no longer available.
      • You're trying to access the Sainsbury's Entertainment app from an unsupported locale.

        To access the app, your Xbox must be set to the United Kingdom locale and you must have an IP address from within that country.

        For more information about how to change your locale, see Change your Xbox 360 console or Xbox Live language.

    • We’re sorry. It appears that this video cannot be watched on this device because you have used up all your available licences. You will need to stop playback from other devices, remove the video, or repurchase it.

      You may get this error message because the content you're trying to select has been watched on the maximum number of devices allowed.

      To resolve this error, stop streaming the content on any additional devices besides your Xbox console.

      If you're not streaming the content to any additional devices and you still get this error message, contact Sainsbury Entertainment by using the contact information listed at the beginning of the "Error messages" section.

    Account errors

    • No credit card has been added to your account. You'll need to provide a valid credit card in order to proceed with playback.

    If you get this error message, you don't have a payment option associated with your account. A credit card must be associated with the Sainsbury's Entertainment service.

    To resolve this error, add a payment option to your account at www.sainsburysentertainment.co.uk/en/account.html.

    • We’re sorry, your user name with this device cannot be matched. Please reactivate this device with your Sainsbury's Entertainment account.
    • Your account has been locked.
    • Application credentials are invalid. Please re-install the application.
    • Sainsbury's Entertainment settings for {gamertag} could not be loaded. The settings file may be corrupt.
    • We’re sorry, the title you are trying to stream is not available or on a different device. Please reactivate this device with your Sainsbury's Entertainment account and try again.
    • Activation Failed. Please try another Activation code.

    If you get one of these error messages, there was a problem linking your Sainsbury's Entertainment account to the Xbox console. To resolve the problem, follow these steps:

    1. Go to Service status to check for problems with Xbox Live or Sainsbury's Entertainment.
    2. If there's no problem and you get one of these errors when you try to start the Sainsbury's Entertainment app, wait about a minute and try again.
    3. If you get an error again, try deleting and reinstalling the app.
    4. If the problem is not resolved, de-activate your Xbox console from your Sainsbury's Entertainment account, and then re-activate your console to your account. To do this, go to www.sainsburysentertainment.co.uk/devices from a PC or other Internet-enabled device and follow these steps:
      1. Sign in to your Sainsbury’s Entertainment account.
      2. Locate your console by the name you assigned it on the list of Devices Linked To My Video On Demand Library.
      3. Select Remove Device in the row that has your devices name on it.
      4. Wait about a minute and then try to start the app again.
      5. Activate the device when you're prompted.

    If none of these solutions worked, contact Sainsbury Entertainment by using the contact information listed at the beginning of the "Error messages" section.

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