Previously purchased Films & TV content is missing or unplayable on Xbox 360
You purchased or have content that was purchased through Films & TV on your Xbox 360 console, but the content is either missing or won’t play.
To fix this problem, try the following solutions.
Solution 1: Confirm that you're connected to Xbox Live
If you have a connection problem, try the Xbox 360 Connection Solution.
Solution 2: Sign in to your Xbox 360 console using the account that you used to purchase the content
If you're already signed in to the account you used to purchase the content but still experience the problem, review these questions:
- Is the content listed in the billing and purchase history for your account? To find out, see Check your Xbox Live subscription and transaction history.
If it is listed, download your profile again. This may clear the issue. For help, see Download your Xbox Live profile to a different Xbox 360 console or redownload it.
- Is the content in the billing and purchase history for a different account that's saved to your Xbox 360 console? If you have access to other accounts on your console, look in their billing and purchase histories to see if the purchase was made using a different profile.
If you find the content in the billing and purchase history of a different profile on your Xbox 360 console, redownload that profile to your console, and then try to play the content again. To redownload, see Download your Xbox Live profile to a different Xbox 360 console or redownload it.
Solution 3: Add security information to your Microsoft account
If your account is missing security information, such as an alternative email address or phone number, you’ll need to add this to sync your video list.
Go to Microsoft account security information overview and follow the instructions to add security information to your Microsoft account.
Solution 4: Refresh your purchase history
To do this, you'll have to delete and then download the content again. Here's how.
Important By following these steps, you will lose access to any rentals you currently have.
- From the Xbox Dashboard, go to Settings.
- Select System Settings.
- Select Storage.
Note If you’re prompted to select a storage device, select All Devices.
- Select Memory Unit.
- Select System Items.
- If present, delete both Marketplace System Data and Rights Database.
Note It’s possible that neither file is present. That’s OK.
- Clear your system cache.
- Restart your console.
- Start the Films & TV app.
- Select My Videos.
- Select Account Management.
Note If the box in the upper-left corner displays "Show Films", you may need to select this and change it to "Show TV Shows".
- Press the X button on your controller to Refresh Purchase History.
This procedure should cause your videos to reload. After refreshing the purchase history, wait a few minutes to make sure that the content has fully loaded. How long that takes depends on the size of your video library as well as your connection speed.
If you still experience the problem, contact Xbox Support.
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