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Digital copy of movie not showing up in library

AAgmail
Community Member

a week ago

I got the digital copy of Jurassic Park (1993) years ago with my Bluray, and when I redeemed it, it obviously became available on my Google account. With my Chromecast, I just go to library and select it, and away I go. However, two days ago I noticed it's missing from the library; every other film is there, including The Lost World and other Universal films, except JP—which came with a Bluray copy, I didn't purchase it in a digital store.

 
I *can* go into my YouTube and it's there in the library. I can *also* search it on my Google TV app on my phone and cast it, but it's not there in the library on said app, it needs to be searched for, and it's not in the library or accessible at all directly on my Chromecast.
 
I tried clearing the cache, I tried rebooting my Chromecast, I even tried resetting it. JP will not show up in the library. Is this just a glitch with Google or...? 
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1 REPLY 1

EduardoN
Community Specialist
Community Specialist

Friday

Hi @AAgmail,

 

Thank you for contacting this community! I completely understand what you've been experiencing with your Chromecast because several years ago you got a digital copy of Jurassic Park which has been playing until now, but for some reason you haven't been able to find it in your library even though the rest of the movies are there. Don't worry, I'm here to help you!

Regarding the troubleshooting you've already performed, it's very important to know what you've done so I can give you some new steps. But before I do that, I'd like to ask you a few questions to confirm the troubleshooting steps you've already taken.

  • You mentioned that you cleared the cache. How did you do that?
  • When you tried to reboot your Chromecast, did you see any message on the device? And how did you reboot it?
  • What's the specific model of your Chromecast?
  • What's the make and model of your phone?

For the time being, I'd like to share some troubleshooting steps that might help you.

  • Check for device updates.
    • From the Google TV home screen, select Settings > System > About > System update.
      If a system update is available, follow the on-screen instructions to install it.
  • Check if your show or movie is hidden.
    • From the Google TV home screen, select Settings > Account > Hidden purchases & rentals.
    • If you find the movie or show:
      • Select the movie or show you want to unhide.
      • Go back to the Google TV home screen.
      • Select the Library tab.
      • Your movie or show should be in your library.

Visit our Help Center to learn more about Fix problems with videos in your library.

Please feel free to share any additional details you think might be relevant.


Best regards,
Eduardo

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