Rented HD Movie - Video cannot be played because format incompatible

Tonight rented HD movie American Rhapsody HD
Download & autorisation ok
When attempt to play
get this video cannot be played because format is incompatible
with apple tv
Have Apple tv ver 2.1
After many tries gave up and rented movie in regular format which woked fine
Will probably be double billed unless apple gets and responds to my messages
Why this problem. Have rented other HD movies no problem before
Thanks

You can't watch any trailers at all from the purchase page, but you can play them all from the trailers page.
Your movie has completely downloaded but won't play and the tv reports it is in an unrecognised format.
Correct.
I would have considered that you could have simply had your movie corrupted in some way during download if playing it was the only problem. I wouldn't have thought that the preview from the purchase/rental page would have been from the same source as the trailer page (but I could be wrong), which makes this rather strange.
Indeed. Previews on purchase page are in standard resolution and none of them play. Both HD and standard resolution cinematic trailers play no problem.
Do you have any issues playing your own content, podcasts or you tube.
I can play music, see photos, play audio and video podcasts (HD included). Youtube works too.
How is the tv connected to the internet, how is it connected to the tv.
The device is connected to the TV via HDMI cable and over wifi to internet.
Instead of just restarting it, have you tried pulling every cable from it leaving it for 30 seconds and then powering it up again.
This is exactly what I did when I restarted it.

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