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Hello, I’m getting the following error message in My Movies on Windows 11 Pro 64-bit:
The online service is currently not responding. Please try again later.
Synchronisation works on my iPhone. Could this really be a problem with the online service, or is it the Windows app?
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I found the error whilst browsing through the log. It’s because of the film “Lara Croft: Tomb Raider – The Cradle of Life (IMDb ID TT0325703)”.
If I delete the film, the synchronisation works again. If I add it back, the error message appears again.
Could someone have a look at the film?
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Here is the log.File Attachment(s):
 log.txt (3,065kb) downloaded 4 time(s).
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When I start the installation, the following error message appears:
Windows Installer: Another version of this product is already installed. You cannot continue with the installation of this version. Use the ‘Programmes and Features’ option in the Control Panel to configure or remove the installed version of this product.
Do I need to uninstall the My Movies first?
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OK, I was just worried that I’d have to download my collection all over again. But it was still there after I uninstalled and reinstalled the programme 
And the synchronisation – including the film 'Lara Croft: Tomb Raider – The Cradle of Life' – is working properly again.
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Unfortunately, I have to get in touch again, but a new synchronisation issue has arisen. When updating the personal details for the TV episodes, the counter runs up to 106 (unfortunately, I can’t see how many episodes in total need updating), then the synchronisation stops, and when I restart it, the same thing happens.
In addition, there is now a further issue in the iPhone and iPad apps whereby the apps crash when I tap on some series, e.g. The Name of the Rose (tt7572868), The 4400 (tt0389564), Welcome Mrs President (tt0429455), Caprica (tt0799862).File Attachment(s):
log.txt (4,559kb) downloaded 3 time(s).
alexgressi attached the following image(s):
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alexgressi wrote:Unfortunately, I have to get in touch again, but a new synchronisation issue has arisen. When updating the personal details for the TV episodes, the counter runs up to 106 (unfortunately, I can’t see how many episodes in total need updating), then the synchronisation stops, and when I restart it, the same thing happens. What happens if you click synchronise in the upper left corner? alexgressi wrote:In addition, there is now a further issue in the iPhone and iPad apps whereby the apps crash when I tap on some series, e.g. The Name of the Rose (tt7572868), The 4400 (tt0389564), Welcome Mrs President (tt0429455), Caprica (tt0799862). Please remove the app from the device and reinstall it - let it re-sync the titles.
Having trouble installing or upgrading to My Movies 5? Click here for troubleshooting.Having a problem? Searching our Knowledge Base is always the first step.How can I produce a log file in My Movies for Windows?How can I fully uninstall My Movies for Windows
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binnerup wrote:alexgressi wrote:Unfortunately, I have to get in touch again, but a new synchronisation issue has arisen. When updating the personal details for the TV episodes, the counter runs up to 106 (unfortunately, I can’t see how many episodes in total need updating), then the synchronisation stops, and when I restart it, the same thing happens. What happens if you click synchronise in the upper left corner? The synchronisation started and then interrupted. I have attached two videos showing what happened. File Attachment(s):
Bildschirmaufnahme 2026-09-17 173705.mp4 (9,723kb) downloaded 4 time(s).
Bildschirmaufnahme 2026-09-17 173900.mp4 (9,444kb) downloaded 3 time(s).
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binnerup wrote:alexgressi wrote:In addition, there is now a further issue in the iPhone and iPad apps whereby the apps crash when I tap on some series, e.g. The Name of the Rose (tt7572868), The 4400 (tt0389564), Welcome Mrs President (tt0429455), Caprica (tt0799862). Please remove the app from the device and reinstall it - let it re-sync the titles. The remove and reinstalling of the app has solved the problem with the tv series .
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