Apple TV crashing and freezing
Frequent issues with apple tv app freezing and crashing on Roku. I’m assuming this is a AppleTV problem as I barely have this issue with other apps. Anyone have similar issues? Amy known fixes?
Forum Discussion
Dkateeb wrote:Frequent issues with apple tv app freezing and crashing on Roku. I’m assuming this is a AppleTV problem as I barely have this issue with other apps. Anyone have similar issues? Amy known fixes?
Same issue here. We’ve tried removing the Apple channel, restarting the Roku, reinstalling the Apple channel, and reentering my credentials, keeps working intermittently.My Roku works for literally every other channel we have, so appears to be an Apple-Roku issue
Hey Raleighreef
Please accept our apologies for the inconvenience this has caused.
I'd recommend following my suggestion in my post above. The channel's customer support team is the best one to assist you with this matter. You can contact Apple TV Support here: https://support.apple.com/tv
All the best,
Kariza
i’ve been having the same issue too. you can share feedback with Apple Developers here.
Thanks! I just reported the issue via the Apple TV app feedback link. It consistently happens on several tcl roku tvs and a roku streaming stick.
I’m having the same issue. Apple TV loses desyncs sound first, then the video freezes, after a minute or so the roku crashes and everything has to be rebooted. Problem is isolated to the Apple TV channel. I’ve tried deleting/reinstalling the app, problem persists.
Thanks for the post.
If you are unable to resolve the issue, can you please provide us 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 be 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)
-steps to reproduce the issue you are seeingOnce we have this information, we will be able to investigate the issue further.
Thanks,
DannyThis is so frustrating I have the same issue Tried everything suggested here What is going on with Apple and Roku ? ItvApple TV no longer a supported App on Roku ?
So glad Apple is paying attention. I've been watching this and other threads for months as everyone is complaining of exact same issue. Response: NOTHING.
Roku could help, but instead of advocating for their customers, they just say: ask Apple. Riiiiiight because that has panned out so well.
Help! Please. Actually help!
This is not exactly a fix, but a workaround. If the video freezes, you can press the Right Arrow on the remote to jump ahead a few seconds. That gets you past the sticking point, and the video resumes. This is obviously a problem with Apple TV, because if you jump backward instead, it will always freeze again in the exact same spot.
Thanks for the post.
Have you tried removing the channel from the Roku home screen by navigating to the channel tile, pressing the * key on your remote and choosing 'Remove channel'. Then restart your device from Settings>System>System restart. Once your player starts up again, add the channel back once more, specifically in that order.
Does that resolve the issue you are experiencing? Please keep us posted.
Thanks,
DannyI am having the same problem and it repeatedly has crashed the TV itself. I performed the suggested troubleshooting action you mentioned but it still is crashing the tv. The entire screen goes black but I can hear the sound effects when I press the home button.
Hello Chues
Thanks for reaching out here in the Community!
Does the issue only occur on a specific channel or across other channels installed on your Roku device? If it only happens when accessing that one channel while other channels play fine, contact the channel provider's customer support team to report the issue and get help.
Channels on Roku are maintained by the channel developer themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from the channel developer.
All the best,
Kariza
Completed steps in order and Apple TV App still freezes. This does not occur w Apple TV on Fire TV
Same. Crashes locks up and sound out of sync. Sucks ass. Please fix. Its 2021 and these are likely the most popular way in the world to watch apple tv. Through Roku. Freaking fix this. Good grief. No its not my responsibility to turn **bleep** on and off in some top secret sequence. Im the customer paying 2 subscription fees. Please get your geeks on the leash and make this bs go away. Good day Sir.
I have been experiencing this issue non stop now. Apple tv constantly pauses or crashes Roku. I look forward to the small amount of free time to enjoy watching my shows but it is impossible.
Roku please do something about this.
I am also having issues. We have two TCL Roku Tvs in our home that are approximately 4 ("TV2") and 2 ("TV1") years old, respectively.
TV1 started having the exact issue described by others when watching Apple TV+ where the sound starts cutting in and out, then the TV resets. At first the app would crash. Then the problem started getting worse and eventually the TV started doing a full factory reset where we had to reinstall all of our apps and info. Now it has progressed to the point that even using other apps or watching antenna TV the TV resets constantly. (This started about two weeks ago). At first I had thought it was just the problem described in this thread, but now the TV basically can't be used because you have to constantly reset the thing - so we've just kinda stopped using it while I try to see if Amazon (where we purchased it) will give me some sort of refund.
Then today on TV2 we were watching Apple TV+ and it crashed. Just the app, no full factory reset yet. But, reading this thread has me wondering if there is something where the software is corrupting the tv or causing it to overheat or doing something to damage the TV. These are obviously just hypotheses.
SO I guess two big questions I'd be looking for answers to:
1) is there a fix for or refund/ repair option for TV1?
2) Is there a chance that the Apple TV+ app some how caused the issues with TV1? and could that happen to TV2?
TV1
Model: 8113X - Roku TV
Serial Number: YKOOAV735091 (JAA9AA735091)
Software version: 10.5.0 - build 4201-48
issue ID 91-457-599
TV2
Model: 7103X - Roku TV
Serial number: YS00NC556249 (8SFOON556249)
Software Version: 10.0.0 - build 4209-30
issue ID 49-457-596
Hi everyone,
Thanks for the post.
Please be aware that if you have already provided the information we have requested, we have passed it along to the appropriate Roku team to investigate further.
We appreciate your patience while we look further into this issue.
Thanks,
DannyI am also having the same issue (loss of sound and freezing picture) and it’s been happening ever since I installed the Apple TV app. I’ve removed app, restarted, and reinstalled app - the same issue continues.
model: 3810RW
serial: YH008G958383
software version: 10.5.0 build 4201-50
device ID: 223038958383
Please help me fix this issue.
I started watching AppleTV about 5 weeks ago. Everytime I watch it on either of my Roku boxes the sound starts to cut out and the picture starts to stutter. I have gone through all of the suggested ideas of uninstalling the app, rebooting the Roku to wipe the cache, reinstalling app and adding a micro SD card to the units. No help. Both of my devices are Model 4630X with software version 10.5.0.4208. I frequently stream 4K to all of the other apps without problems.
