Venom 2 rented but not fully downloding

[Pdot24]

Hi. 

I rented venom 2 last night to watch. Movie started fine and was downloading as watching. 

Got to last 15 minutes and screen went white. 

Nothing further downloaded. 

Checked again this morning and the ending is still not there. 

Only have until 10pm tonight to watch it. 

Any advise on how to get the ending downloaded or why it is missing? 

[mike+simmonds]

Morning @Pdot24 

It sounds like you download is corrupted (not that unusual)

The best way to try to fix it is to delete the download. Then go to your deleted folder and delete it again out of there to get it off your hard drive 

Then download a clean copy (make sure you download the same format)

If this doesn't work - try a livechat with the Skystore team when they open at 11am

https://www.skystore.com/n/hlch/help/contact-us/live-chat 

[caesarome]

I would also wait until it has downloaded in full before watching it so you can be sure that it has downloaded fully.

[savaim06]

We've got to 1hr 12 and it's gone silent and then black, we've rebooted the box and our hub but still nothing. 
did you get the issue fixed? We only have until tomorrow afternoon to watch it 

[mike+simmonds]

Hi @savaim06 

Did you try my delete / delete / re download suggestion as above ? 

[savaim06]

No as it's a rental we didn't know if we could, and would rather not have to repurchase it

[mike+simmonds]

Hi @savaim06 

You can delete and re download a rental as many times as you wish within a 48 hour time window from when you first press play 

To make this a useful process though, you have to also delete it from your deleted section before re downloading (otherwise it doesn't download a new copy) 

[savaim06]

Just tried that this morning and got the same issue again.

Thank you for your help, I'll try the live chat now it's open. 

[mike+simmonds]

Morning @savaim06 

just checking - after deleting the download - you definitely went to your deleted folder (in recordings / manage / deleted ) and chose "delete forever"

[savaim06]

Yeh I did permanently delete,  rebooted my box and then redownloaded still crashes 

[caesarome]

I would get in contact with Sky Store support so they can look into this:

https://www.skystore.com/help/contact-us