Forum Discussion

Dkateeb's avatar
Dkateeb
Newbie
5 years ago

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?
Alex10's avatar
Alex10
Reel Rookie
4 years ago

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.

  • RokuDanny-R's avatar
    RokuDanny-R
    Retired Moderator
    4 years ago

    Alex10 

    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 seeing

    Once we have this information, we will be able to investigate the issue further.


    Thanks,
    Danny

    • Jpdevil's avatar
      Jpdevil
      Newbie
      4 years ago

      This 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    ?  

      • Wjv7's avatar
        Wjv7
        Reel Rookie
        4 years ago

        Same issue. It’s seems like a buffering issue. Sometimes when I pause the stream and let it sit for awhile it will play without freezing at all or at least for longer periods before freezing. It seems to happen more during peak hours. For example, when a new episode of Ted Lasso releases on a Friday it’s almost impossible to stream it Friday evening. When I try to stream it later in the week it seems to happen less or not at all. This is just my own observation.

    • GMCuster's avatar
      GMCuster
      Newbie
      4 years ago

      I am not seeing crashes.  On Apple TV+ only I see recurring momentary freezes after which the programming continues.  This is very distracting.  Is there a fix for this?

       

      George

    • Wendy1519's avatar
      Wendy1519
      Reel Rookie
      4 years ago

      This has been happening for some time and I just nstalled a new Roku thinking it might resolve it, but no. 

      Roku device model, serial number: 3820X streaming stick 4K, serial num X0170099A8FT, device ID SO8Y4189A8, software OS/version 10.51, build 4043-CU
      -does this issue occur on a specific channel? Apple TV, version 8, build 119
      -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): nothing happens when I do this (device is frozen) 
      -steps to reproduce the issue you are seeing: just turning on Apple TV

      • RokuDanny-R's avatar
        RokuDanny-R
        Retired Moderator
        4 years ago

        Wendy1519

        Thanks for the post and providing us with your information.

        I have passed along the information to the appropriate team to investigate further.

        In the meantime, when did you start seeing this issue occur? Please keep us posted and we will be able to look into the issue further.


        Thanks,
        Danny