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Fandango at Home Forum Guidelines

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.

Please post all comments in English. When posting a comment in the Fandango at Home Forums, please conduct yourself in a respectful and civil manner. While we respect that you may feel strongly about an issue, please leave room for discussion.

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Additionally, please keep in mind that although Fandango at Home retains the right to monitor, edit, and/or remove posts within Fandango at Home Forums, it does not necessarily review every comment. Accordingly, specific questions about Fandango at Home products and services should be directed to Fandango at Home customer service representatives.

Terms of Use - User Comments, Feedback, Reviews, Submissions

For all reviews, comments, feedback, postcards, suggestions, ideas, and other submissions disclosed, submitted or offered to Fandango at Home, on or through this Site, by e-mail or telephone, or otherwise disclosed, submitted or offered in connection you use of this Site (collectively, the "Comments") you grant Fandango at Home a royalty-free, irrevocable, transferable right and license to use the Comments however Fandango at Home desires, including, without limitation, to copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell and /or distribute such Comments and/or incorporate such Comments into any form, medium or technology throughout the world.
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UV "rights tokens" question

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    #1

    UV "rights tokens" question

    In a previous thread Jake explained Explained to UV Process like this:

    1. A "content provider" (studio) determines which content is available to UV retailers and in which qualities/profiles. In UV terminology they create "logical assets" and "media profiles".

    2. A "retailer" sells the UV content (can be digital only or a DVD/BD with UV redemption) and adds a right to a user's UV locker (in a case like VUDU or some studio sites this is done automatically, with a DVD/BD you use a redemption code). They do this with a "rights token" that includes the logical asset and media profile mentioned above.

    3. A "LASP" (basically a streaming provider) looks up the user's rights for a piece of content in the UV locker and decides if that user can stream it and at which quality based on that right.

    In instances where you have the "rights token"in your UV locker AND the film IS available for steaming on VUDU. You SHOULD be able to see the movie.

    My question is this: What is the process we as customers should follow to let VUDU know when it is NOT reading a "rights token" correctly?

    This has happend in the past with J Edgar, Journey 2, and The Devil Inside.
    In those cases it drew a lot of attention and was fixed. But there have been other instances where it was not.
    Tags: None
    #2
    Re: UV "rights tokens" question

    Originally posted by NWRushing View Post
    In a previous thread Jake explained Explained to UV Process like this:

    This has happend in the past with J Edgar, Journey 2, and The Devil Inside.
    In those cases it drew a lot of attention and was fixed. But there have been other instances where it was not.
    What exactly happened and what was the resolution? J. Edgar is only redeemable through Flixster so how can Vudu do anything about that? I imagine you're saying it came in SD and you wanted HD.

    Comment

      #3
      Re: UV "rights tokens" question

      Originally posted by OSUGrad2X View Post
      What exactly happened and what was the resolution? J. Edgar is only redeemable through Flixster so how can Vudu do anything about that? I imagine you're saying it came in SD and you wanted HD.
      I think he means that It (and the other 2 movies) wasn't showing up in Vudu at first and they eventually fixed it. I can very that. It was one of my missing titles that eventually showed up in my library.

      Comment

        #4
        Re: UV "rights tokens" question

        Madmod is correct:

        What I mean is when you buy a UV movie it is stored in your locker as a
        "Rights Token" And sometimes that token isn't recognized by Vudu.

        Think about it as Different packaging... if you by a bluray at walmart vs best buy the coverart may be different or you get the steelbook or whatever but the movie is the same.

        The idea behind UV is that any LASP should be able to recognize all the Rights Tokens and allow you access to you movies accordingly but sometimes One movie will have several different tokens based on where you bought it... So what I am wanting to know is if we have a process to let Vudu know when the tokens aren't being recognized....

        Comment

          #5
          Re: UV "rights tokens" question

          That's a great idea, although it's possible that Vudu was told to only permit token A for a certain movie when token B for the same movie should also be valid for a UV license. However, in that case Vudu would probably be much more effective at straightening out the issue with token B than us end consumers would be, so it would be nice if they could set up a process to submit those issues and relay them to UVVU, since the consortium hasn't been very helpful so far.

          Comment

            #6
            Re: UV "rights tokens" question

            Well I'm having this issue with Blade Runner. I redeemed it via the specified site and it's not in my Vudu Collection. So I opened a support ticket with Vudu and took a screenshot of my UltraViolet Account page showing the movie in my library. As of right now the ticket status is waiting on Engineering and it has been in this state for a couple of weeks now. I'm hoping they will resolve it. If they do, I have a few other titles that have a similar issue that I will contact them about.

            Comment

              #7
              Re: UV "rights tokens" question

              Flixster seems to be the source of a lot of "rights token" problems.

              I've got several free films from them, such as Space Jam and Perfect Storm, which show up for them and on my UV account but not on Vudu.

              When I asked Vudu about this in the past, they said that the problem was on a certain field, "ALID" I think, used by Flixster on these titles. Any problems had to be taken up with Flixster and they've been ineffective at best at resolving these issues.

              Comment

                #8
                Re: UV "rights tokens" question

                Originally posted by teke184 View Post
                When I asked Vudu about this in the past, they said that the problem was on a certain field, "ALID" I think, used by Flixster on these titles. Any problems had to be taken up with Flixster and they've been ineffective at best at resolving these issues.
                I was told something similar "contact UV and CinemaNow and ask them if they gave you a valid token"
                Problem is That doesn't make sense. From there perspective of course its a valid token. They can read it.

                It seems to me that if the token is in your locker and the LASP cannot read it. That's something that needs to be corrected on their end so their system knows that tokens types A B and C all= movie A.
                Furthermore I would think they would be happy to know that they are having trouble reading Token C (or whatever) because chances are I am not the only one with that token and fixing it for me now means its fixed for other people with the same token and people who end up with that token later.

                I think the failing is that Tier 1 tech support doesn't have a clear process on how to identify and escalate the issue.

                Thats just an opinion... everyone is very helpful but answers like "contact flixster" are detrimental to the customer experience and delay resolution of the issue. It ought to be as simple as "Okay, We can see that title is in your UV locker and not coming through to vudu. We will escalate it to ______ Team that handles that."

                lol on an Unrelated note... Tier 1 Tech support should have at least "Veiw Only" access to our UV lockers... it would help their job quite a bit I am sure

                I honestly don't care if it takes weeks to resolve so long as I know that it made it to the proper people to be resolved

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