Troubleshoot the Sony Pictures app on Xbox Live

Overview

The Sony Pictures app doesn’t respond

If the Sony Pictures app doesn’t respond to input, 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 (most likely Xbox 360 Hard Drive).
  4. Select Games and Apps.
  5. Find and select any items that refer to “Sony Pictures.”
  6. Select Delete.
  7. Return to the Xbox Dashboard.
  8. Go to Browse Apps and then Sony Pictures.
  9. Select Confirm Download to download and install the app.

Error messages

You could get one of the following error messages when you use the Sony Pictures app. If so, try the troubleshooting steps that follow the relevant group of errors below.

  • Sorry, Explore Sony Pictures isn't available right now. Please try again later. For more information, go to www.xbox.com/status.
  • Sorry, Explore Sony Pictures isn't available right now or your internet connection speed has become too slow to continue. Please try again later. For more information, go to www.xbox.com/status.
  • We're sorry, Sony Pictures cannot load the application because of network issues. Would you like to retry?
  • We're sorry, Explore Sony Pictures cannot send the message at this time due to network issues. Please retry later.
  • Failed to register for updates.
  • Failed to register for updates for this movie.

    If you get one of these errors, go to Service Status to check for current issues with Xbox Live or the Sony Pictures app. If there are no issues, wait about a minute and then try starting the app again.

    If you continue to get the error message, try deleting and reinstalling the app.

    If you continue to receive one of these messages, go to Issues with connection speed or disconnects.

    If you still have the problem, contact Xbox Support.

  • Sorry, the show is no longer available. You can either close Explore Sony Pictures and return to the Xbox dashboard or you can continue on to the Explore Sony Pictures home page.
  • Sorry, the sweepstakes is no longer available. You can either close Explore Sony Pictures and return to the Xbox dashboard or you can continue on to the Sony Pictures home page.
  • Sorry, the video is no longer available. You can either close Explore Sony Pictures and return to the Xbox dashboard or you can continue on to the Sony Pictures home page.
  • We're sorry. No items could be found.
  • Video not available.

    If you get one of these errors, select different content to watch.

  • Application data could not be opened. New application data has been created.
  • The file containing profile data for [gamertag] could not be opened. A new file has been created.

    If you get one of these errors, you need to update your Profile Info. Here’s how:

    1. Navigate to the My Sony Movies hub on the far left.
    2. Select Profile Info.
    3. Select the tiles you want to update.
      • Email Settings - stores your email address so that you will not have to enter it each time you request updates on a piece of content.
      • Mobile Phone Settings - stores your phone number so you will not have to enter it each time you request a text message to purchase tickets.
      • Zip Code - stores your Zip Code so you will not have to enter it each time you search for a theater near you.
  • The Zip Code should be 5 digits.
  • Invalid email address entered.
  • Phone number should contain numbers only.
  • Email is not valid.

    If you get one of these errors, verify the information that you previously entered and try again.

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