“The file cannot be purchased or downloaded,” error with Zune Marketplace download

Symptom

When you try to download content from the Zune Marketplace, the information icon appears. When you click the icon, you see the following error message:

The file cannot be purchased or downloaded. The file might not be available from Zune Marketplace.

Cause

Typically, this is a usage rights error. Or, it can mean you’ve run out of space on your computer.

What to try

Try one or more of the following:

  • Check the status of the Zune service at Xbox Live Service Status. If the service is unavailable, try again later.
  • Make sure that you're connected to the Internet. You might have lost your Wi-Fi connection, your service might be down, or your router might be offline and just need a restart.
  • To check your connection on the computer having the problem, click the Start button, and then click Control Panel.

    Or, if you’re using Windows 8: On the Start screen, type Control Panel, and then open Control Panel from the results. Click or tap Network and Internet, and then click or tap View network status and tasks. This screen will tell you whether you're connected to a network.

    • If you're not connected, click or tap Connect to a network in the status window, and then select an available network.
    • If you’re connected to the wrong network, select the right one and enter your passcode if prompted.
  • If you still can’t connect to the Internet, there might be a problem with your Internet service. Wait and sign in again later, or contact your Internet service provider.
  • Make sure the time and date are set correctly on your computer. To change these settings, click the time in the notification area at the far right of the taskbar, click Change date and time setting, and then make the appropriate changes.
  • Delete your web browser's history, cache, and temporary files.

    If you’re using Internet Explorer:

    1. Open your browser. If you’re using Windows 8, open Internet Explorer in your desktop. Press or tap the Alt key on your keyboard to see the menu bar.
    2. Click or tap Tools, and then click or tap Internet options.
    3. On the General tab, locate Browsing history, and then click or tap the Delete button. A Delete Browsing History box will open.
    4. Select the Temporary Internet files check box, and then clear all the other check boxes.
    5. Click or tap the Delete button.
    6. Restart the Zune software and see if you can access your items.

    If you’re using one of the following browsers, see “Solution 1: Clear your Internet cache and delete cookies” at the appropriate webpage:

    Mozilla Firefox help

    Apple Safari help

    Google Chrome help

  • Set your web browser to automatically detect LAN settings.

    If you’re using Internet Explorer:

    1. Open Internet Explorer. If you’re using Windows 8, open Internet Explorer in your desktop. Press or tap the Alt key on your keyboard to see your menu bar.
    2. Click or tap Tools, and then click or tap Internet options.
    3. Select the Connections tab, and then click or tap LAN settings.
    4. Make sure that you have Automatically detect settings checked.

    If you’re not using Internet Explorer, see your browser documentation or contact the manufacturer to learn how to set your LAN settings.

  • If none of the previous steps resolved your problem, you might be out of space on your computer. Use the Disk Space Cleanup Manager to free up space on your hard drive. Here’s how:

    On Windows 8

    1. From the Start screen, start typing disk cleanup. When the search bar appears, make sure you have Settings selected before you complete your search.
    2. In the main part of the screen, click or tap the icon next to Free up disk space by deleting unnecessary files.
    3. From the pop-up window, select the drive that you want to clean up, which will probably be drive C, and then click OK.
    4. In the Disc Cleanup dialog box, select and delete files as appropriate.

      Note For more information, click How does disk cleanup work in the Disk Cleanup dialog box.

    On Windows 7, Windows Vista, or Windows XP

    1. Click Start, click All Programs, click Accessories, click System Tools, and then click Disk Cleanup.
    2. From the pop-up window, select the drive that you want to clean up, which will probably be drive C, and then click OK.
    3. In the Disc Cleanup dialog box, select and delete files as appropriate.

      Note For more information, click How does disk cleanup work in the Disk Cleanup dialog box.

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