- Video & DVD Tools
DRM removal is very complicated, because it depend on OS version, iTunes version, hardware and even the original media file. Our DRM removal products work well for most users, but some people may meet problems. Our support team collect the frequently asked questions (FAQ) about DRM removal products, and hope this document will be helpful for our users.
Q: What's the meaning of each Error Code? And how to fix these problems?
Q: No video, only audio in the output file?
Q: Why I can't import my files to this software?
Q: Does your product work fine under iTunes 12.10?
Q: Does your software support iTunes which I installed from Microsoft Store?
Q: After OS update and iTunes update, the software doesn't work?
Q: Is it possible to downgrade iTunes to 12.6 or before? (Mac users)
Q: iTunes does not work after install iTunes plugin?
Q: Audio/Video doesn't match well?
Q: The output audio files don’t have any album data like cover, titles?
Q: How to remove the meta information within the original video file?
Q: How to retain audiobook's chapter information after conversion?
Q: My problem still exists, how to do?
Q. What's the meaning of each Error Code? And how to fix these problems?
0x1001: File can't play normally on iTunes.
Solution: Please launch iTunes and open the file you want to convert. You may find some popup messages, such as iTunes update, authentication and so on. Close all the popup messages, make sure your file can play normally on iTunes, and the message boxes won't pop up again. After that, close iTunes, launch DRM Removal program, start your conversion.
If iTunes keep asking authorization to play your file, it usually means a corrupted file. Solution: Delete the copy you have from your library, then re-download the file.
If problem still exists, follow the last question to get assistance.
0x1002: Not support current version of Mac OS.
Solution: We need some time to make our software compatible with the latest version of Mac OS. Please wait for our update. Or you can try our DRM Removal for Windows product in a Windows PC or Parallels Desktop.
0x1003: Not support current version of iTunes.
Solution: We need some time to make our software compatible with the latest version of iTunes. Please wait for our update. Or you can try to downgrade iTunes to a previous version. See detail.
0x1004: Not support current version of Windows.
Solution: For Windows users, the minimum OS requirement is Windows Vista.
0x1005: Launch iTunes failed.
Solution: Our software need iTunes installed. If still get this error, follow the last question to get assistance.
0x1006: Not support high resolution video with driver-based encryption method.
Solution: Some 1080p video may meet this problem. Download 720p video file instead. Follow below iTunes download settings and then re-download the movie or TV show you purchased.
0x1007: DLL files missing.
Solution: Below dll files are missing or blocked by anti-virus software. Please quit your anti-virus software, and then re-install our software to try again.
0x1008: Not support high resolution video with driver-based encryption method.
Solution: Some 1080p video may meet this problem. Download 720p video file instead. Follow below iTunes download settings and then re-download the movie or TV show you purchased.
0x1009: Not support current version of iTunes.
Solution: Uninstall all below software, and then download and install a previous version of iTunes (recommended 12.10.11.2).
Q. No video, only audio in the output file?
A: Check the output file, if it has a big file size, it may contain the video but your video player does not support it. If indeed only have audio, and the original file is a 1080p video, try download 720p file instead.
Q. Why I can't import my files to this software?
A: The most likely reason is your file is already drm-free. Please check your file on common media players, such as VLC media player.
Q. Does your product work fine under iTunes 12.10?
A: Yes, both Windows and Mac version. For Mac users, we use different methods to supports different Mac OS and iTunes versions. During these different methods, system may ask for authentication, or ask you Close SIP(System Integrity Protection) temporarily.
Q. Does your software support iTunes which I installed from Microsoft Store?
A: That's an UWP version of iTunes, and we have test that, our software work well with UWP version of iTunes. But on some users' computer, it may cause problems. So we recommend install a standard version of iTunes from Apple's official website.
Q. After OS update and iTunes update, the software doesn't work?
A: macOS update, iTunes update and Windows 10 update may cause DRM Removal products' problems. Please download the latest version from our official website. We keep updating our software to make it supports the latest OS and iTunes version.
Q. Is it possible to downgrade iTunes to 12.6 or before? (Mac users)
A: Yes, just follow this guide to downgrade iTunes to an older version.
Q. iTunes does not work after install iTunes plugin?
A: This problem only occurs under iTunes 12.6.1 & Mac OS 10.11, macOS Sierra 10.12. To fix this problem, please download and reinstall the latest version of iTunes from its official website.
Q. Audio/Video doesn't match well?
A: If you turn on "hardware acceleration", turn off it. Choose MP4 (Lossless) as output format, try conversion again. If problem still exists, follow the last question to get assistance.
Q. The output audio files don’t have any album data like cover, titles?
A: Choose "M4A" or "M4B" as output format, it may retain the original album data.
Q. How to remove the meta information within the original video file?
A: Follow Menu - Tool - Ignore Metadata, this option can also speed up the loading process.
Q. How to retain audiobook's chapter information after conversion?
A: MP3 format can not contain chapter information, to retain these information please use M4A or MKA output format.
Q. My problem still exists, how to do?
A: Contact us at support@thundershare.org to get assistance. We need check the log files to find out the problem, please launch DRM Removal program, follow Menu - Help - Log File. Send us all the log files.
