Forum Discussion

Rebma's avatar
Rebma
Reel Rookie
2 years ago

Apple TV+ and airplay not working

When I click on Apple Tv+, it flashes the Apple logo and then the screen goes black. I’ve tried combinations of:

- deleting & reinstalling the app

- unplugging Roku

- software update of Roku

- restarting the network connection 

Nothing works! Still having the same problem. 

So I decided to try AirPlay, but that’s giving me an error: “Can’t run channel. Airplay could not be run because it could not be reinstalled from the network. Please check your network connection and try again.” Then it has a button to “check network”, and when I click that it does nothing. As I said above, I reset the connection and that did not work. 

Please help! 

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    Hi Rebma,

    Welcome to the Roku Community!

    We really do appreciate you for sharing this issue and for the troubleshooting you've attempted. It's important to us to know when you start seeing this issue occur. Do you have another Roku device, and does it show the same issue you're experiencing? Have you tried reporting this case to Apple support to see what they can suggest?

    Let us know more about this so that we can further look into it.

    Thanks,

    Rey

    • Rebma's avatar
      Rebma
      Reel Rookie
      2 years ago

      Hi RokuERey ,

      Thanks for your response! Here is more info:

      • I first noticed the issue last Tuesday
      • I do not have another Roku device. 
      • I have not reached out to Apple. I am able to access Apple TV without issue on my other devices. The problem is unique to Roku. 

      Thank you in advance for your help.

       

       

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        Rebma,

        Thanks for the update!

        We'll forward this to the appropriate Roku team, and we'll need your help by providing us with the details below.

        • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About) mobile device, brand, and model
        • tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times and provide us with this ID)

        We look forward to hearing back from you.

        Thanks,

        Rey