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 1...
  • RoboRuko's avatar
    RoboRuko
    3 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
    3 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
    3 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

rickapel's avatar
rickapel
Binge Watcher
3 years ago

I believe I may have failed out of the blue while not touching a thing. The key is whether or not you received any streaming error messages from the Apple TV diagnostics. Every time I had the issue, I received the Apple TV diagnostics. Bottom line is whether anyone else is receiving the Apple TV app diagnostic media streaming messages. These issues are hard to solve with just anecdotal evidence. I have actually gotten the attention of Apple and specialists are reviewing my issues from their perspective and they absolutely want as much diagnostic info as possible. 

OhioSteve1's avatar
OhioSteve1
Channel Surfer
3 years ago

Thanks for your persistence for getting this thing solved.  My similar issue only started a few weeks ago.  You mention Apple TV diagnostics.  How do I access these?  I'm running Apple TV app on Roku, but I can also run it in my Safari Browser on my Mac (no issues occur in the browser, only on Roku).  I've contacted Roku support and they've provided me with a procedure to send them a tracking ID the next time this happens.  Thank you.

  • AJer's avatar
    AJer
    Binge Watcher
    3 years ago

    OhioSteve1 - I think the Diagnostics are the same as the Tracker ID?   When the problem occurs with the screen freezing, you can press the Home button five times followed by the back button five times and it will give you all kinds of info to report.  I have done this and it works to get the Tracker ID.   Give it a try the next time your screen freezes.

    Ajer

  • rickapel's avatar
    rickapel
    Binge Watcher
    3 years ago

    On the Apple TV app menu on the far right there is a icon of a gear. Select that to see a menu. “About” lists both Apple app and Roku software versions including all model info for the Roku.

    Further down you can see the “Analytics Data”. That is where Apple logs their error logs. 

    In between trying resolutions, I have deleted and reinstalled the app to flush out the error messages to determine if my resolution worked.

    I actually remediated my issues by using a switch in between my router and my Roku.

     

  • rickapel's avatar
    rickapel
    Binge Watcher
    3 years ago

    Tracker ID generates a ticket of sone sort for the Roku Folks. Whatever,  if any diagnostics logs are generated or created is a mystery.

    The software levels info and model # of Roku Tracker ID is very similiar to the Apple “About” screen as they both are probably using the same SDK to collect the info. The Apple diagnostics logs are JSON files used for serial transmission to Apple and are in plain view in text form.

    They are not the same as Apple cares about their diagnostics and Roku wants their separate diagnostics logs. 

  • rickapel's avatar
    rickapel
    Binge Watcher
    3 years ago

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    3 years ago

    Hi Community users,

    Thanks for the post!

    We see that you are experiencing this behavior on AppleTV and appreciate the troubleshooting steps taken so far in resolving it.

    We'll need your help to help our team see more of what's going on here. To help us, could you please provide us 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, model, and OS
    • 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
    • Errors that you are experiencing on screen.

    Once information is available, we'll be able to pass it on to the appropriate Roku team for further investigation.

    We'll be anticipating your responses!

    Thanks,

    Rey