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Troubleshoot CinemaNow issues

Troubleshoot CinemaNow issues

If videos are not playing smoothly in the CinemaNow app on your console, try the solutions at Improve Xbox LIVE Speed.

Xbox 360 audio/video problems

If your Xbox 360 console is not providing good-quality video or audio, see Xbox 360 audio or video problems.

The CinemaNow app doesn’t respond

If the CinemaNow app doesn’t respond to input, try deleting and reinstalling it:

  1. From the Xbox Dashboard, go to Settings and then System.
  2. Select Storage.
  3. Select your primary storage device (most likely Xbox 360 Hard Drive).
  4. Select Games and Apps.
  5. Find and select any items that refer to CinemaNow.
  6. Select Delete.
  7. Return to the Xbox Dashboard.
  8. Go to Browse Apps and then CinemaNow.
  9. Select Confirm Download to download and install the app.

If you keep getting this error contact Xbox Support.

Errors

Error messages

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Can't connect to Xbox LIVE Authentication service. Please check your Internet connection and try again.
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Could not acquire a license for playback. Please check your Internet connection and your device's local storage then try again.
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We’re sorry, the title was not found. Please reactivate your device or update its software.
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Your device could not install the DRM software needed to play this content. Either you could not reach the server or the in-use storage device is not available on your system. Please check your network connection and Xbox hard drive and try again.
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We’re sorry, the license server could not issue a license for this title. Please reactivate your device or update its software.
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Sorry, CinemaNow is not available right now. Please try again later. For more information, go to www.xbox.com/status.
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Your Internet connection is currently too slow to stream this video.
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This title cannot be watched at this moment because it is currently playing on another device. The same title cannot be watched simultaneously on more than one device due to content licensing restrictions.
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Playback can no longer continue due to a problem in the content, your device or your network connection
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Activation Failed. Please try another Activation code.
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Unable to start Authentication Service. Please check your network connection and try again later. For more information, go to www.xbox.com/status.
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Unable to get gamer credentials. Please check your network connection and try again later. For more information, go to www.xbox.com/status.
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Invalid or empty gamer credentials received. Please try again later. For more information, go to www.xbox.com/status.
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CinemaNow service is not active on this device. Please reactivate from Settings > Account Settings.
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We’re sorry. It appears this title cannot be played at your current geographic location due to content owner restrictions. Currently, you can only play CinemaNow titles within the United States.
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Application credentials are invalid. Please re-install the application.
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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.
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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.cinemanow.com/xboxsupport for assistance. When contacting Customer Care, we will need to know the Error Code, Device Name, Device ID and Version number. {ERROR CODE}

Can't connect to Xbox LIVE Authentication service. Please check your Internet connection and try again.

  • Check the Xbox LIVE service status page  for current CinemaNow issues.
  • If there is no issue and you get this error when you try to start the CinemaNow app, wait for about a minute and then try to start the app again.
  • If you keep getting this error, delete and reinstall the CinemaNow app. (See CinemaNow app doesn’t respond, above.)
  • If the previous steps didn’t resolve the error, contact Xbox Support.

    Could not acquire a license for playback. Please check your Internet connection and your device's local storage then try again.

    We’re sorry, the title was not found. Please reactivate your device or update its software.

    • Check the Xbox LIVE service status page  for current CinemaNow issues. 
    • If there is no issue and you get this error when you try to start the CinemaNow app, wait for about a minute and then try to start the app again.
    • If you keep getting this error, delete and reinstall the CinemaNow app. (See The CinemaNow app doesn’t respond, above.)
    • If you keep getting this error, try reactivating the CinemaNow service: 
      1. On your console, in the CinemaNow app, go to Settings.
      2. Select Account Settings.
      3. Select Activate Service. A token code will be generated.
      4. On your computer, go to www.cinemanow.com/xboxstart.
      5. Enter the token code. (If the token times out, click Generate New Code to get a new token.)Sign in or create a CinemaNow account.
      6. On the Name Your Device screen, enter an identifiable name for your console (such as "Living Room Xbox" or "Bedroom Xbox").
      7. This name will help you identify the console later, when you access Device Management on the CinemaNow website.
      8. Click Next. The message “Activation Successful” will be displayed through the console.
      9. Select OK to browse the menu and purchase or view content.
    • If the previous steps didn’t resolve the error, contact CinemaNow Support.

    Your device could not install the DRM software needed to play this content. Either you could not reach the server or the in-use storage device is not available on your system. Please check your network connection and Xbox hard drive and try again.

    We’re sorry, the license server could not issue a license for this title. Please reactivate your device or update its software.

    • Check the Xbox LIVE service status page  for current CinemaNow issues.
    • If there is no issue and you get this error when you try to start the CinemaNow app, wait for about a minute and then try to start the app again.
    • If you keep getting this error, delete and reinstall the CinemaNow app. (See The CinemaNow app doesn’t respond, above.)
    • If you keep getting this error, try reactivating the CinemaNow service: 
      1. On your console, in the CinemaNow app, go to Settings.
      2. Select Account Settings.
      3. Select Activate Service. A token code will be generated.
      4. On your computer, go to www.cinemanow.com/xboxstart.
      5. Enter the token code. (If the token times out, click Generate New Code to get a new token.)
      6. Sign in or create a CinemaNow account.
      7. On the Name Your Device screen, enter an identifiable name for your console (such as "Living Room Xbox" or "Bedroom Xbox"). This name will help you identify the console later, when you access Device Management on the CinemaNow website.
      8. Click Next. The message “Activation Successful” will be displayed through the console.
      9. Select OK to browse the menu and purchase or view content.
    • If the previous steps didn’t resolve the error, contact CinemaNow Support .

    Sorry, CinemaNow is not available right now. Please try again later. For more information, go to www.xbox.com/status.

    • Check the Xbox LIVE service status page  for current CinemaNow issues.
    • If there is no issue and you get this error when you try to start the CinemaNow app, wait for about a minute and then try to start the app again.
    • If you keep getting this error, delete and reinstall the CinemaNow app. (See The CinemaNow app doesn’t respond, above.)
    • If the previous steps didn’t resolve the error, contact Xbox Support.

    Your Internet connection is currently too slow to stream this video.

    For information about improving your connection speed, see Issues with connection speed or disconnects.

    This title cannot be watched at this moment because it is currently playing on another device. The same title cannot be watched simultaneously on more than one device due to content licensing restrictions.

    • Log out of any other devices that are currently playing the same content and then retry.
    • If you keep getting this error, contact CinemaNow Support.

    Playback can no longer continue due to a problem in the content, your device or your network connection

    Activation Failed. Please try another Activation code.

    Try to reactivate the CinemaNow service. Here’s how:

    1. On your console, in the CinemaNow app, go to Settings.
    2. Select Account Settings.
    3. Select Activate Service. A token code will be generated.
    4. On your computer, go to www.cinemanow.com/xboxstart.
    5. Enter the token code. (If the token times out, click Generate New Code to get a new token.)
    6. Sign in or create a CinemaNow account.
    7. On the Name Your Device screen, enter an identifiable name for your console (such as "Living Room Xbox" or "Bedroom Xbox"). This name will help you identify the console later, when you access Device Management on the CinemaNow website.
    8. Click Next. The message “Activation Successful” will be displayed through the console.
    9. Select OK to browse the menu and purchase or view content.

    Unable to start Authentication Service. Please check your network connection and try again later. For more information, go to www.xbox.com/status.

    Unable to get gamer credentials. Please check your network connection and try again later. For more information, go to www.xbox.com/status.

    Invalid or empty gamer credentials received. Please try again later. For more information, go to www.xbox.com/status.

    • Check the Xbox LIVE service status page  for current CinemaNow issues.
    • If there is no issue and you get this error when you try to start the CinemaNow app, wait for about a minute and then try to start the app again.
    • If you keep getting this error, you might need to troubleshoot your network connection. For help, see Issues with connection speed or disconnects.
    • If the previous steps didn’t resolve the error, contact Xbox Support.

    CinemaNow service is not active on this device. Please reactivate from Settings > Account Settings.

    • If you keep getting this error, try reactivating the CinemaNow service. Here’s how:
    1. On your console, in the CinemaNow app, go to Settings.
    2. Select Account Settings.
    3. Select Activate Service. A token code will be generated.
    4. On your computer, go to www.cinemanow.com/xboxstart.
    5. Enter the token code. (If the token times out, click Generate New Code to get a new token.)
    6. Sign in or create a CinemaNow account.
    7. On the Name Your Device screen, enter an identifiable name for your console (such as "Living Room Xbox" or "Bedroom Xbox"). This name will help you identify the console later, when you access Device Management on the CinemaNow website.
    8. Click Next. The message Activation Successful will be displayed through the console.
    9. Select OK to browse the menu and purchase or view content.

    We’re sorry. It appears this title cannot be played at your current geographic location due to content owner restrictions. Currently, you can only play CinemaNow titles within the United States.

    This issue occurs when your IP address is outside the allowed geographical area. If you want to watch CinemaNow, your IP address must be within the geographical United States of America, for U.S. accounts, or the geographical Canada region, for Canadian accounts.

    Application credentials are invalid. Please re-install the application.

    If you get this error, you'll have to delete and reinstall CinemaNow. Here’s how:

    1. From the Xbox Dashboard, go to settings and then System.
    2. Select Storage.
    3. Select your primary storage device (most likely Xbox 360 Hard Drive).
    4. Select Games and Apps.
    5. Find and select any items that refer to “CinemaNow.”
    6. Select Delete.
    7. Return to the Xbox Dashboard.
    8. Go to Browse Apps, and then select CinemaNow.
    9. Select Confirm Download to download and install the app.

    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.

    Follow these steps:

    1. In the CinemaNow app, select Settings.
    2. Select the System Status.
    3. Select the Begin Test.

    If your sustained bandwidth is below the minimum requirement of 1 Megabit per second (Mbps) to view standard definition (SD) or 3.5 Mbps to view HD, see Improve Xbox LIVE speed to learn what you can do to improve the performance of Xbox LIVE. Continue to use the System Status tool to test your system as you try to improve your Internet connection.

    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.cinemanow.com/xboxsupport for assistance. When contacting Customer Care, we will need to know the Error Code, Device Name, Device ID and Version number. {ERROR CODE}

    If you get this error, contact CinemaNow Support.

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