Support
Application Support
How long will it take to copy the movie file to my PC?
The total time will depend on the speed of your DVD-ROM drive. For example, an 8x drive takes approximately 12 minutes, and a 16x drive take approximately 6 minutes.
How do I know once the movie file copy process has completed?
Upon completion, a confirmation screen will appear informing you that the copy has transferred successfully.
What software media players can I use to play the movie file?
The iTunes movie file is viewable on iTunes 7.6 or later. The Windows Media movie file is only viewable on Windows Media Player version 10 or newer.
Why am I receiving "The webpage cannot be found" error message?
An Internet connection is required to obtain a Digital Copy license. Please verify that you are connected to the Internet.
Portable Devices
Which portable devices are currently supported?
At this time, portable devices supporting the iTunes compatible digital copy file are:
- Video-enabled iPod, iPod Touch
- iPhone
At this time, portable devices supporting the Windows Media compatible digital copy file are:
- PlaysForSure compatible portable media player with video playback support of at least 796 Kbps, video playback support of protected WMV files, and at least 500 Mb free storage space. Please check with your device manufacturer to verify specifications, or you can view more information by visiting www.playsforsure.com
How do I copy the movie file to my PlaysForSure Portable Device?
First, ensure that your PlaysForSure Portable Device is connected via a USB cable to your PC and powered on. After using the transfer application on the DVD, the movie will appear in your Library within Windows Media Player. You may then use the sync feature within Windows Media Player to to transfer the file to your portable device.
Should I update my portable device firmware?
Yes, we recommend checking with your portable device manufacturer to ensure that you have the most current firmware update for optimal compatibility.
After I sync the movie file to my portable device, do I need to be connected still to view the movie?
No, after you successfully sync to your portable device, you may watch your movie when and where you choose to.
Redeem Code
Where can I find the 12-digit redeem code?
Your redeem code is located in the paper insert included inside your DVD case.
How many transfers can I make to my PC and Portable Device?
iTunes digital copy files are tied to one user account and you may transfer the file to all computers and devices associated with that user account.
Windows Media digital copy files can be transfered to one PC and one Portable Device.
Why am I receiving a message stating that my redeem code is invalid?
Please ensure that you carefully typed the correct redeem code in the fields provided. If you are still receiving the error, please contact customer support.
Why am I receiving a "maximum number of attempts has been exceeded" error message for my authorization code?
The redeem code can be used once. This means that you or someone else has already used the redeem code to obtain a license to playback the Digital Copy media files.
Why is a redeem code required?
The redeem code is required to receive a DRM content license to enable the playback of the Digital Copy media files.
What if I am having problems with my redeem code?
In the event that you, as a customer, have lost your Digital Copy redeem code, are having problems transferring the file due to limitations on your system, or another unforeseen event occurs prohibiting you from obtaining a valid license, contact customer support. Lionsgate will evaluate your claim and will re-issue a redeem code when appropriate.
Can I restore my Digital Copy movie if my computer or portable device crashes?
Yes, the iTunes digital copy file can be re-transferred to you our computer at any time assuming you use the same iTunes account. For Windows Media digital copy, with serial number from the original packaging, you may reactivate your copy by contacting our customer support.
Windows Media PLayer
What versions of Microsoft Windows Media Player are supported?
Currently Windows Media Player versions 10 and 11 are supported. To view more information regarding Windows Media Player, to download the latest version, click here to visit Microsoft's website.
Do I need to perform a Windows security component upgrade?
Yes, it is highly recommended that you upgrade by going to the following URL: http://drmlicense.one.microsoft.com/Indivsite/en/indivit.asp This page lets you upgrade the security components of your digital media player so you can play protected files on your computer. This may also assist you with any DRM related errors you may experience due to an outdated version.
Contact Customer Support
I am still having problems obtaining my Digital Copy. What should I do?
First, please review the Digital Copy Support to find answers to common questions. If your problem is not answered, then please contact customer support using our support request web form.