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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 6 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 5 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 6 time(s).
Bildschirmaufnahme 2026-09-17 173900.mp4 (9,444kb) downloaded 5 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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binnerup wrote:Ok, I will try to sync your collection here and see if I can reproduce it. I have now deleted a total of 34 TV series in the My Movies Windows app, which I had added most recently, and at the end of the synchronisation process I am once again seeing the message “Your collection is now synchronised”, without any endless stream of supposedly personal details from thousands of TV episodes being synchronised – details which I haven’t even entered.
The question now is: when can I add these TV series back without the problem mentioned above recurring, or why is it that these particular TV series are causing this problem? After all, I do have other TV series in my collection which do not cause any problems.
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binnerup wrote:Please do attempt to re-add and if you find out which one fails, let me know.
OK, I’ve now been experimenting a bit with the TV series that were in my collection and that I’ve deleted, but also with TV series that weren’t yet in my collection.
The problems always occur when I add a TV series via the iPad or iPhone app. When I start synchronisation in the Windows app, the collection numbers, personal details, categories and date added are lost.
If I add a TV series via the Windows app, including personal details and categories, everything is then synchronised to the Apple apps. However, if I change the personal details or categories in the Apple apps, these disappear from the Windows app when synchronised, but remain in the Apple apps.
In April, I also reported an issue in the iPad app where the country and language are not correctly applied when adding a film or TV series (see attachment). The problem still persists. It’s starting to seem to me that, for some reason, the synchronisation between Windows and Apple apps is no longer working properly, and this may also be linked to changes to TV series introduced in My Movies 5.44 Pre-Release 3.File Attachment(s):
My Movies 6.18, iOS 26.4.1, iPad13,4, AlexGressi, (4kb) downloaded 0 time(s).
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binnerup wrote:Can you repost the image please? I wanted to upload two videos to show what happens when you add a TV series using the iOS apps, and then the result in the My Movies Windows app. Unfortunately, the Windows app now only displays the following message. This is the first time I’ve seen this error message (since 2016)...
Update1: It seems that synchronisation is working again. Currently, 1,870 TV episodes are being updated, even though I’ve only deleted one TV series with eight episodes...
Update 2: However, the error message keeps popping up from time to time; in between, synchronisation does work occasionally.
alexgressi attached the following image(s):
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Right, now on to the post I’d actually planned to write... I have attached two videos showing the two ways I know to add a film or TV series in the iOS app. Option 1: Via the ‘+’ icon in the TV series Option 2: Via the results list and ‘Add’ As can be seen with Option 1, the preview correctly displays ‘Germany’ and ‘German’ for the country and language respectively. After adding it, however, the country field is left blank and the language is shown as ‘English’. With Option 2, adding the title seems to work correctly with ‘Germany’ and ‘German’. With both options, a collection number has been assigned and I have added the episodes and categories. Attached is a photo of my database in the Windows app, sorted by ‘Date added (descending)’, and as you can see, the series ‘8 Days’, which I’ve just added, isn’t showing up here. In the next image, you can see the series at the very bottom of the list and the missing categories. File Attachment(s):
001.mp4 (9,910kb) downloaded 1 time(s).
002.mp4 (9,712kb) downloaded 0 time(s).
alexgressi attached the following image(s):
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