Jurassic UHD at MA - Flipping from HD to UHD at VUDU - Hourly

[Irondeth]

I am having this issue as well. It's also affecting Lucy and Oblivion for me.

[bstrassburg]

I've turned it into a game of guess what quality it'll be available in this time. Hope all of this gets straightened out.

[Wasteland]

Here is my latest reply from MA over this issue. They are sticking with the fact this is a Vudu/UV issue.

"Hi Dustin,

After reviewing your Movies Anywhere account under: "xxx", I can see that "Lucy" is successfully porting into your account from iTunes as UHD. This is the information that Movies Anywhere is sending to VUDU. The HD version of this title is porting into your VUDU from a third-party retailer (possibly UltraViolet).

I'm not sure what the VUDU representative may have been referring to however, there is no known issue where Movies Anywhere starts and stops porting to a connected retailer as the representative described. That stream of information should remain constant.

I've tried refreshing your account on our end however, as our system shows we are receiving the 4K transaction for "Lucy" and sending that same information out to VUDU, this is likely an issue on VUDU's side. I would suggest contacting VUDU again and explaining that Movies Anywhere is porting out the 4K version of "Lucy" from iTunes."

[bstrassburg]

Would deleting the titles having issues from MyUV solve this issue? If that is overwriting what Movies Anywhere is trying to do, maybe that's the easy fix?

[Wasteland]

Would deleting the titles having issues from MyUV solve this issue? If that is overwriting what Movies Anywhere is trying to do, maybe that's the easy fix?

I've deleted Lucy HD from MyUV, but it's still doing it. I don't think it actually deletes it from your Vudu library when deleted from MyUV, as I've deleted others from their, then had to contact Vudu to delete it from my library here. However, at this point I'd be scared to ask support as they may delete it entirely somehow...

[gamescan]

MA support is confirming that the issue is on Vudu's side for this.

The MA support agent was very clear that MA did not push any updates to Vudu or request revocation of any titles.

Vudu is denying that the downgrade issue has anything to do with their systems on Twitter, but it is difficult to see how this can be anything other than a Vudu issue, esp after talking with MA support.

The only suggestion (absent a fix by Vudu) that MA support could make was to delete the lower resolution versions of the titles from your account. MA did this for me for Jason Bourne since both Bourne entitlements were on MA, but that doesn't really help with the UV entitlements. Especially if you have storefronts other than Vudu connected to UV. Deleting a title from UV in that case would mean removing it from all linked UV storefronts.

FelipeF can you see about getting this escalated to an engineering team, as this appears to impact multiple users with multiple titles.

[FelipeF]

MA support is confirming that the issue is on Vudu's side for this.

The MA support agent was very clear that MA did not push any updates to Vudu or request revocation of any titles.

Vudu is denying that the downgrade issue has anything to do with their systems on Twitter, but it is difficult to see how this can be anything other than a Vudu issue, esp after talking with MA support.

The only suggestion (absent a fix by Vudu) that MA support could make was to delete the lower resolution versions of the titles from your account. MA did this for me for Jason Bourne since both Bourne entitlements were on MA, but that doesn't really help with the UV entitlements. Especially if you have storefronts other than Vudu connected to UV. Deleting a title from UV in that case would mean removing it from all linked UV storefronts.

FelipeF can you see about getting this escalated to an engineering team, as this appears to impact multiple users with multiple titles.

This has been escalated to our engineers since Friday evening, I reported this issue myself. We haven't heard from MA since the weekend about their server issues. This is still being investigated.

[Wasteland]

This has been escalated to our engineers since Friday evening, I reported this issue myself. We haven't heard from MA since the weekend about their server issues. This is still being investigated.

Felipe, I deleted the HD from MyUV, but it still remains in Vudu until I get support to remove it from my library here. If I were to have it removed, the HD from MyUV wouldn't import anymore since I have it deleted from there right? Then it would remain UHD from MA, correct? Would support be able to remove the HD from my account without removing the UHD? I'm not sure if be removing one would remove both?

[Ortega1986]

This has been escalated to our engineers since Friday evening, I reported this issue myself. We haven't heard from MA since the weekend about their server issues. This is still being investigated.

Can you please provide us with an update once you hear back? To add to the above, its the quality in VUDU that continues to change. Switches frm HDX to UHD back to HDX frequently. All other retailers remain UHD but VUDU.

[FelipeF]

Felipe, I deleted the HD from MyUV, but it still remains in Vudu until I get support to remove it from my library here. If I were to have it removed, the HD from MyUV wouldn't import anymore since I have it deleted from there right? Then it would remain UHD from MA, correct? Would support be able to remove the HD from my account without removing the UHD? I'm not sure if be removing one would remove both?

I'm afraid that if we remove the HDX copy from your account you will end up with no movie at all. It's falling back to your previous version of Lucy, not downgrading it. It's actually deleting your UHD rights, that's the issue. If you really did delete Lucy HD from your UV locker, it will eventually delete it from Vudu once your accounts sync up. So it might be too late at this point.

[gamescan]

This has been escalated to our engineers since Friday evening, I reported this issue myself. We haven't heard from MA since the weekend about their server issues. This is still being investigated.

Thanks.

MA support is insistent that this is entirely a Vudu issue.
Vudu support is insistent that this is a MA issue, but this is only happening at Vudu.

As an aside, what would help is if Vudu would surface actual transaction logs that show both additions and removals. Since the Vudu logs only show additions, they don't really help. MA logs do show removals when they happen on the MA side (appears as a duplicate entry in the user visible log), and there are no removals shown there.

Better logs on both sides would make it a whole lot easier for customers, and front line support people.

[roboyo]

I am also having this same problem with all my Jurassic Parks

[Wasteland]

I'm afraid that if we remove the HDX copy from your account you will end up with no movie at all. It's falling back to your previous version of Lucy, not downgrading it. It's actually deleting your UHD rights, that's the issue. If you really did delete Lucy HD from your UV locker, it will eventually delete it from Vudu once your accounts sync up. So it might be too late at this point.

Oh, because Vudu support suggest I delete it. It's gone from MyUV now, but still in Vudu after 3 days. Hopefully it won't matter once this issue is resolved and the UHD from MA begins to show correctly.

[asmarterdj]

I am having the same issues with Jurassic Park, Jurassic World, Despicable Me, Secret Life of Pets and Fast and Furious 6 (Extended Edition). My copy of Lucy has remained UHD so far......

[Wasteland]

I am having the same issues with Jurassic Park, Jurassic World, Despicable Me, Secret Life of Pets and Fast and Furious 6 (Extended Edition). My copy of Lucy has remained UHD so far......

For Lucy, did you redeem the HDX on Vudu, then redeem the UHD on Vudu as well? I'm thinking it's only effecting titles that were redeemed on Vudu has HDX for UV then later redeemed UHD on MA, a friend who redeemed HDX then later UHD, both on Vudu isn't having any issues.