Forum Discussion

RoboRuko's avatar
RoboRuko
Reel Rookie
3 years ago
Solved

Apple TV app glitches during playback

I have a Roku Streambar. All apps seem to work fine with the exception of the Apple TV app. It continues to glitch after a few minutes of playback. This has happened with version 11 and now version 12 of the Roku O/S. When I play the same Apple TV shows on the Apple TV 4K all works well. I would rather use the Roku due to its available apps and interface. Anyone else experiencing this issue?

  • RoboRuko's avatar
    RoboRuko
    2 years ago
     I’ve found a solution to the issue, not sure if it’s a convenient one but whenever you want to watch Apple TV shows on the Roku Streambar just change the display settings to 1080 and the glitches will go away. The resolution is still great. When you’re done you can always change the display setting back to 4K 60. I’ve done this multiple times and it works every time.
  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi AJer,

    Thanks for keeping us posted!

    We also want to appreciate you for the actions taken to resolve the issue. It's best to contact the channel provider directly and let them know about the issue you are experiencing with their app on the Roku platform. Most channels on Roku are developed and maintained by the channel providers themselves.

    Thank you for your understanding.

    All the best,
    Kash

  • RokuCarly's avatar
    RokuCarly
    2 years ago

    Hi AJer 

    Thanks for posting here at the Roku Community!

    Please be advised that whenever you're removing a channel or an app, it will completely delete it's content.

    Nevertheless, when you are ready to remove a channel, first determine if the channel has a subscription, and whether that subscription is billed to your Roku account.

    1. Go to my.roku.com on your computer or smartphone
    2. If prompted, sign in to your Roku account
    3. Select Manage Your Subscriptions

    If the channel you want to remove is listed on this page, the subscription must first be canceled before the channel can be removed from your Roku device.

    Let us know if you need further clarification and assistance. Thanks!

    All the best,
    Carly

  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator
    3 years ago

    Hi RoboRuko,

    Thanks for your first post in the Roku Community!

    We're sorry to hear that you've been having this trouble with playing content on the Apple TV channel. We would be more than happy to look further into this issue but will need more details. Can you please provide us with the following information:

    • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
    • does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
    • 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)
    • steps to reproduce the issue you are seeing

    Once we have this information, we will be able to assist you further.


    Best regards,
    Mary

  • THine's avatar
    THine
    Newbie
    2 years ago

    Yes! We have the same issue with apple TV on the Roku wifi stream bar. Apple TV app works everywhere else in the house, including the smart TV the Roku streambar is connected to. We have to switch to Apple TV+ app directly on the TV to watch anything from Apple app. It's so annoying and there is no doubt the issue is the streambar because the app plays fine on the smart TV the streambar is connected to. We've tried everything, and nothing has fixed the issue.

    • RoboRuko's avatar
      RoboRuko
      Reel Rookie
      2 years ago
       I’ve found a solution to the issue, not sure if it’s a convenient one but whenever you want to watch Apple TV shows on the Roku Streambar just change the display settings to 1080 and the glitches will go away. The resolution is still great. When you’re done you can always change the display setting back to 4K 60. I’ve done this multiple times and it works every time.
      • AJer's avatar
        AJer
        Binge Watcher
        2 years ago

        I tried changing my Display settings to 1080 and it worked for about 30 minutes, which is longer than I have been able to go in the past week, but then I paused the show and restarted.   After pressing Play to restart show, within a minute or two the picture froze up again.    Once again, I had to FF and rewind to get the picture to play again and then it started freezing up more frequently like before.   I have to stick with using my iPad for Apple TV and then use Airplay to send it to my TV; that works but just not the most convenient.    Called Apple support and they are not able to really help me anymore.

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      2 years ago

      Hi there THine,

      Welcome to the Roku Community!

      We appreciate your feedback and are sorry you've been having this trouble with playing content on the app. 

      We would be happy to look further into this issue but we will need more details. Can you please provide us with the following information:

      • When did this issue first start occurring?
      • Does the issue only occur on a specific channel or all channels on your Roku device?
      • What specific troubleshooting steps have you taken so far to try to resolve the issue?

      We look forward to your responses and gathering your details.


      Best regards,
      Mary

  • AJer's avatar
    AJer
    Binge Watcher
    2 years ago

    I have a Roku Ultra model 4800X using Software 12.0.0 build 4184-C2

    I have started having problems with Apple TV App yesterday (June 16, 2023) where during playback the picture suddenly freezes.   In order to get it to continue, I have to FF and then rewind.   I have excellent WiFi at over 100MBPS.   I tried rebooting.   Yesterday it just froze once during an hour long show.   Today it froze about 5 times during an hour long show.    I tried doing troubleshooting for the Video under Settings within Apple TV App and it said it was unable to complete it.   Exited App and tried again and then it said things were OK.

    Is anybody else having problems now with Apple TV app during playback?

    • AJer's avatar
      AJer
      Binge Watcher
      2 years ago

      I am still having the same problem as above with picture freezing up during playback. Tried using the Apple TV App on both my Roku and a Sony Smart TV app ... does the same thing on both, so guess that means its the App and not my Roku.  Should I be calling Apple about this then?    Would think other people would be having this same problem?

      I did try using Apple TV on my iPad and streaming it to from iPad via Airplay to Roku and so far that seems to be working, but have not watched it very long this way.  Plus this is a royal pain.   I want to be able to watch Apple TV via my Roku.

      I did hit home button 5 times and then the back button 5 times after it froze up once on my Roku and I got an Issue ID.   No "Tracker ID".  Not sure if they are the same?

      Does anybody have suggestions on what I should do next?

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        2 years ago

        Hi AJer,

        Thanks for posting in the Roku Community!
        We understand that you're having a problem with the Apple TV channel since the picture will freeze during playback. We're happy to help. Please follow the steps: 

        • Remove the channel: Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
        • Restart your Roku device: Press home on your Roku remote, select settings, select system, and system restart.
        • Re-install the channel: Scroll down to search, put the name of the channel or app, highlight the channel, and select add channel.

        You can also check out this link: How to resolve a channel playback issue.

        If the problem still persists, please keep us posted on what you find out.

        Best regards,

        John

  • rickapel's avatar
    rickapel
    Binge Watcher
    2 years ago

    I opened a ticket with Apple. My streams in the Apple TV app halt. Workarounds include setting to 1080p, streaming over wifi, and I also found a new workaround as the 1080p changed didn't work for me (my tv is a 4K TV so I also tried manually setting the stream to 4K but to no avail also). I had previously plugged my Roku Ultra directly into my ASUS router and found out that if I instead plugged my Roku into a TP-Link switch, and connected the switch into the router it eliminated the problem

    My problem only occurred on my Roku Ultra connected to my Samsung 4K TV where my Ultra was plugged directly into the router.

    All of the other 5 Roku's I have which are using wifi have no issues.

    I found out there were errors being logged in the Apple TV logs. I created a 3 minute movie for apple where I stream through the errors and sent it to them. I also created a pic of my detailed software and hardware config. I will attach for all to see.

    Note: Roku community forum does not allow the uploading of .mov files so I could not upload it for others to see. Contact me privately if you want a copy of it.