Although we strive to make Unbox as trouble-free as possible, occasionally things will go wrong. The first step in troubleshooting should always be to check the Amazon.com website here.
If that doesn't resolve the issue, here are some additional troubleshooting steps you can try for various errors.
-1603 error installing on Vista
Some versions of Vista do not have VBScript enabled. You can try enabling it by going to a command prompt and typing the following:
cd /d c:\windows\system32 regsvr32 vbscript.dll
Files won't download (stuck at "100% Allocating" or "Queued #1")
There are several things that can cause this.
1. We are required to filter out non-US internet addresses. While this filtering is very accurate, sometimes a US internet address will be falsely reported as non-US. These issues are often resolved as the databases of internet addresses are updated.
2. Some of our longer titles are greater than 4GB in size. Windows requires that NTFS be used for files that big, as opposed to FAT32. If you are trying to download a movie longer than about three hours, check that your disk is NTFS by opening the "Computer Management" tool and clicking on "Disk Management"
3. Your firewall or anti-virus software could be blocking downloads. Try turning it off.
License Error (e.g. C00D2728)
The first thing to try for any licensing error is to run the Unbox troubleshooting wizard by going to the "Help" menu and selecting "Troubleshoot…". If that does not resolve the problem, another thing you can try is to go to the Microsoft individualization site here
Video will not play, or does not play correctly
On the Advanced Preferences dialog, there are two options related to video playback ("Use DirectX Video Acceleration" and "Use YUV Mode"). Try turning them on or off individually and see if the problem is corrected. Note that you must restart the application after changing these settings.
Playing a video causes PC to lock up
There is an incompatibility between Microsoft Windows Media Player 11 and Unbox. We are currently working with Microsoft to resolve this, but in the mean time, rolling back to Windows Media Player 10 should resolve this issue. To do this, you must go to "Add/Remove Programs" and uninstall both "Windows Media Format 11 runtime" and "Windows Media Player 11"
Files not downloading to TiVo
The typical cause of this issue is that the disk on the TiVo is full. Try deleting some items from your TiVo and attempting the download again. You can force the download to restart by going to Your Media Library on Amazon.com.