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TROUBLESHOOTING QUESTIONS AND ANSWERS FOR DIGITAL COPY™ DOWNLOAD
Q. What is Digital Copy™?
A. Digital Copy™ is a limited-time bonus feature of your Blu-ray™ Disc or 2 Disc DVD purchase. Digital Copy™ offers you a standard definition copy of the main feature that you can transfer to your computer or compatible portable devices, giving you convenient flexibility to maximize your entertainment experience. Special features are not included.
Q. When does the Digital Copy™ offer expire?
A. The 13 ASSASSINS Digital Copy™ offer expires July 5, 2013. Void where prohibited.
Q. How do I download my Digital Copy™?
A. To download your Digital Copy™:
- Access the internet and go to www.magpictures.com/dc13assassins
- Enter unique authorization code from insert to redeem your Digital Copy™ where prompted
- Follow on-screen instructions from iTunes® to process your Digital Copy™
- Watch the movie on your computer AND/OR
- Transfer the movie file to iTunes® compatible devices
Q. Where do I find the authorization code to obtain a Digital Copy™?
A. The authorization code is printed on the Digital Copy™ insert included with your Blu-ray™ Disc or 2 Disc DVD.
Q. What should I do if my Blu-ray™ Disc or 2 Disc DVD is missing an insert with my authorization code?
A. Please contact customer support at digitalcopy@magpictures.com.
Q. What happens if I lose my insert or the code is illegible?
A. If you have misplaced, discarded or are unable to read your Digital Copy™ authorization code, you may take part in the one-time replacement program. To take advantage of this offer, please contact us at digitalcopy@magpictures.com to request a new code. Please include the title of the Digital Copy™, your name, address, and daytime phone number as well as the date and location of where you bought your Blu-ray™ Disc or 2 Disc DVD that included the insert for Digital Copy™. Second and subsequent replacements are subject to a nominal fee.
Q. What are the minimum system requirements?
A. Minimum system requirements include: Internet Connection PC Requirements: Intel® Pentium® III 1 GHz or faster processor, 512 MB of RAM or higher, Internet Explorer® 6.0 or above, Adobe® Flash® Player most recent version, and iTunes® most recent version. Mac Requirements: Mac® OS X 10.4.11 or later and iTunes® most recent version. Note: PC and Mac requirements subject to change. If your computer does not meet the minimum system requirements, it is likely that you will not be able to watch the Digital Copy™ video files. Note: System requirements are subject to change. May not be compatible with all portable devices.
Q. What should I do if I get an error code?
A. Confirm that you have the minimum system requirements and the most recent version of iTunes®. Please verify that you have not previously entered this code on another computer and that you are entering the correct characters. If you have not previously used your Digital Copy™ authorization code and are still receiving an “Invalid Code” error message please contact us at digitalcopy@magpictures.com.
Q. How many times can my authorization code be used?
A. The authorization code can be used once. One authorization code will provide one copy license. Standard iTunes® usage rules apply.
Q. Why am I receiving an “authorization code is not valid” error message?
A. Please verify that the authorization code entered in the authorization code field correctly matches the authorization code printed on the Digital Copy™ insert. If you are still receiving an error, please contact customer support at digitalcopy@magpictures.com.
Q. Why am I receiving a “maximum number of attempts has been exceeded” error message for my authorization code?
A. The authorization code can be used once. This means that you or someone else has already used the authorization code to obtain a license to playback the Digital Copy™ media file.
Q. Where can I get the most recent version of iTunes®?
A. You may download the latest version of iTunes® from Apple's iTunes®: http://www.apple.com/itunes/download/ Must be 13 or older to have an iTunes® account.
Q. Where can I get the latest Internet Explorer® browser?
A. You may download the latest version of Internet Explorer® from Microsoft’s Internet Explorer Download Site: http://www.microsoft.com/windows/internet-explorer/default.aspx
Q. If I cannot connect to the internet, can I still transfer my Digital Copy™ to my computer?
A. No, in order for the Digital Copy™ code to be verified, you must be connected to the Internet. However, you only need to be connected when you first download the movie to your computer, not each time you watch your Digital Copy™.
Q. Why am I receiving “the webpage cannot be found” error message?
A. An Internet connection is required to obtain a Digital Copy™. Please verify that you are connected to the Internet.
Q. Why am I receiving a “drive does not have enough space” error message when the Digital Copy™ application tries to transfer the media files?
A. The Digital Copy™ media file requires a minimum of 2.0 GB of free hard drive space to complete the media file copy process. Please free up space required for the media file or select a different hard drive that meets this minimum requirement.
Q. What portable media devices are supported?
A. Digital Copy™ is compatible with Apple iTunes®/Video and iPod/iPhone/iPad. Please check with your device manufacturer to verify specifications, or you can view more information by visiting www.apple.com/iTunes®.
Q. What if I don’t have a compatible portable video device?
A. You can always watch the movie on your laptop or desktop computer.
Q. I’m having trouble transferring my Digital Copy™ using iTunes®. What should I do?
A. Users must now upgrade to the latest version of iTunes® to download the Digital Copy™ using the iTunes® format. Existing iTunes® users go to “Help” in the top toolbar, and then click on “Check for Updates.” If you have not yet upgraded to the latest version of iTunes®, you will be prompted to do so. Click “Download iTunes®” in the pop-up window. Accept the license agreement, and your download should begin. You will need to restart your computer for updates to take effect. New iTunes® users upgrade to the latest version here: http://www.apple.com/itunes/download. If you have upgraded to the latest version of iTunes® and restarted your computer, and you are still experiencing difficulties transferring via iTunes®, please contact customer support at digitalcopy@magpictures.com.
Q. Why doesn’t my portable device appear in the application’s device list box?
A. Before syncing, please ensure that your portable device is connected to your PC via a USB cable. If your portable device still does not appear on the list, try re-booting your portable device while connected to your PC, upgrade your firmware, or your portable device may not be supported.
Q. Should I update my portable device firmware?
A. Yes, we recommend checking with your portable device manufacturer to ensure that you have the most current firmware update to ensure optimal compatibility.
Q. After following the instructions, I cannot transfer my movie to my portable device or it will not play. What should I do?
A. Contact customer support for the maker of your portable device.
Q. After I sync the movie file to my portable device, do I need to be connected still to view the movie?
A. No, after you successfully sync to your portable device, you may watch your movie when and where you choose to.
Q. I downloaded the file to iTunes®, but it only shows a grey screen when I try to play the file and it won’t play on my iPod either.
A. In the iTunes® window, go to the “Store” menu at the top of the screen and click “Authorize Computer.” Input your iTunes® Store account information and click “Authorize.” A message should appear saying the computer is already authorized. Click “OK” in that window and the file should play correctly. At that point, you will only need to re-sync your iPod to your iTunes® library. If you continue having difficulty, please contact iTunes® directly.
Q. What software media player can I use to play the movie file?
A. The Apple movie file is viewable on iTunes® 9.0 or later.
Q. How many times can I transfer my Digital Copy™?
A. Standard iTunes® usage rules apply.
Q. How many times can I watch my Digital Copy™?
A. You may watch your movie as much as you like, there is no limit on the number of plays.
Q. Can I give my Digital Copy™ to someone else?
A. No, your movie is non-transferable and is tied directly to your iTunes® account and will not play if transferred to other computers not registered with your account.
Q. What happens if I delete my Digital Copy™ from my portable device? Is it possible to transfer it again?
A. Standard iTunes® usage rules apply.
Q. If I delete my Digital Copy™ from my computer, can I transfer it again later?
A. Standard iTunes® usage rules apply.
Q. What if the transfer is interrupted or cancelled before it is complete?
A. You will be notified you have canceled the process and be given the option to retry, or you can enter your code and follow the instructions on how to transfer the Digital Copy™ again. Possible Solution Check List:
- Make sure you have enough space on your computer or portable device’s hard drive. You usually need about 2 gigabytes of free space.
- For Apple iTunes® upgrades, launch your current iTunes® application, go to “Help” in the top toolbar, and then click on “Check for Updates.” If you have not yet upgraded to the latest version of iTunes®, you will be prompted to do so. If you need to download iTunes® for the first time go to http://www.apple.com/itunes/download/. Check to be sure that your operating system is fully up to date.
- Make sure your computer meets the minimum system requirements:
- Mac users will need the latest version of iTunes®, the latest version of QuickTime (7.5.5. or later), and Mac OS X 10.3.9 or later.
- PC users will need Windows Media Player 11 or later and Windows XP or Windows Vista with the latest Windows service pack or the latest version of iTunes®.
- If, after reading the Digital Copy™ Troubleshooting Q&A and you cannot find the solution to your problem, contact customer support at digitalcopy@magpictures.com. Please have the following information available to make the customer service process move more quickly:
- Your authorization code found on the insert in your Blu-ray packaging.
- Your email address.
- The title of the movie you are having the issue with.
- Your computer’s operating system and version.
- Your computer’s web browser and version.
- Your computer’s media player version.
- Any specific error message you have received. If your issue relates to a portable device, please contact the manufacturer’s customer support first.
Q. I live outside the United States and Canada; can I transfer the Digital Copy™?
A. No, at this time, the Digital Copy™ is accessible only in the United States and Canada (void where prohibited).
Q. How many computers/portable devices can I transfer my movie to?
A. Standard iTunes® usage rules apply.
For Apple support go to: http://www.apple.com/support/itunes/
For customer support email: digitalcopy@magpictures.com |