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The Fandango at Home Forums are designed to help viewers get the most out of their Fandango at Home experience. Here, Fandango at Home customers may post information, questions, ideas, etc. on the subject of Fandango at Home and Fandango at Home -related issues (home theater, entertainment, etc). Although the primary purpose of these forums is to help Fandango at Home customers with questions and/or problems with their Fandango at Home service, there are also off-topic areas available within the Fandango at Home Forums for users to chat with like-minded people, subject to the limitations below.

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"Gilda" not playing

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    "Gilda" not playing

    If you look at the end of the thread I linked to below, a number of us are unable to play the title "Gilda." I purchased it yesterday and no matter what device I try it on it just says that there is a network problem and I am not connected to Vudu (everything else plays fine.) Can someone look into this?

    Thanks!

    https://forum.vudu.com/showthread.ph...nly-SD-at-VUDU

    #2
    Re: "Gilda" not playing

    Originally posted by Cranston37 View Post
    If you look at the end of the thread I linked to below, a number of us are unable to play the title "Gilda." I purchased it yesterday and no matter what device I try it on it just says that there is a network problem and I am not connected to Vudu (everything else plays fine.) Can someone look into this?

    Thanks!

    https://forum.vudu.com/showthread.ph...nly-SD-at-VUDU
    It's a bad encode, but good luck calling Vudu support on it. I spent 37 minutes on the phone with them the other day regarding The Buddy Holly Story and The Freshman, and the "network error" they were providing, which led me to confirm they were bad encodes. I explained the situation properly, and they tried to tell me it was Ultraviolet's issue because I only have them in "HD" on Ultraviolet, and it needs to be "HDX" for Vudu. I explained to the rep how their system works, and how HDX is simply a marketing term that isn't reflected anywhere else. The rep said there was nothing they could do about it and to contact Ultraviolet.

    I then asked to speak to a supervisor who told me I only owned them in SD (which wasn't even the issue, I just wanted to be able to play the films, and they should work in SD even if that's all I owned). I told her to check again, and then she saw they were HDX. I explained to her that I already followed all recommended steps (resetting modem/router, trying both wifi and wired connections with multiple devices, unlinking and relinking etc), and that it has to be an encoding or file issue. She insisted that it must be my network or device issues, because if it says network error it has to be a network error, even though every other film plays fine (both imported and purchased in Vudu). After what I consider an annoying amount of pushback, she finally went to check if the films play for her on their system, she came back and confirmed that they don't play and that it was bad encodes. If Vudu reps would simply listen to their customers, try to rule out issues on their end before giving canned responses about a system some reps don't know much about, they'd save so much time and resolve issues in a manner that doesn't make them want to switch to another service.

    Don't get me wrong, there are so many helpful representatives that I've worked with over the phone, but it reminds me why I prefer to post on the forums (DanielH, FelipeF, etc are wonderful and actually look into issues rather than automatically telling you it's your problem).

    Comment


      #3
      Re: "Gilda" not playing

      DanielH and FelipeF, is there anything you can do to help?

      If anything you shouldn't continue to offer these titles for sale if they aren't even playable...

      Comment


        #4
        Re: "Gilda" not playing

        Looks like a lot of the new Sony HD upgrades are not set up right in the back end and won't play (even the SD trailer won't play).

        The ones I have noticed in addition to Gilda:


        Gumshoe HDX fails to play back https://www.vudu.com/movies/#!content/81770/Gumshoe

        Hexed HDX fails to play back https://www.vudu.com/movies/#!content/50808/Hexed

        Eye of the Beholder HDX fails to play back https://www.vudu.com/movies/#!conten...f-the-Beholder


        I don't have any of the other recent upgrades to check and can't say I am interested in getting any more at this time

        Originally posted by VuduAddict View Post
        She insisted that it must be my network or device issues, because if it says network error it has to be a network error
        Hah, that is awful. The error seems to depend on the device though, a web browser gives a more accurate error of 'failed to connect to content' which is more likely the content is not correctly linked/doesn't exist or all the encodes have an unspecified error preventing playback. I am leaning towards a configuration error since even the SD trailers give the same error.

        Comment


          #5
          Re: "Gilda" not playing

          Gilda will be fixed real soon.

          As for the rest of the movies that are exhibiting this behavior, they will all be resolved by end of next week.
          Last edited by FelipeF; 09-15-2017, 10:23 AM. Reason: UPDATE

          Comment


            #6
            Re: "Gilda" not playing

            Originally posted by FelipeF View Post
            Gilda will be fixed real soon.

            As for the rest of the movies that are exhibiting this behavior, they will all be resolved by end of next week.
            Thanks, Felipe!

            Comment


              #7
              Re: "Gilda" not playing

              Originally posted by Cranston37 View Post
              Thanks, Felipe!
              +1

              Comment


                #8
                Re: "Gilda" not playing

                Originally posted by mrewster View Post
                +1
                +11

                Thank you!

                Comment

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