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?
shmoore14's avatar
shmoore14
Newbie
4 years ago

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

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

    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,
    Danny

     

    • Briley239's avatar
      Briley239
      Reel Rookie
      4 years ago

      I 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. 

    • Schoonr222's avatar
      Schoonr222
      Newbie
      4 years ago

      I am also having the same issue with Apple TV

      model: 3810X

      serial: YH008Y007635

      software version: 10.5.0 build 4201-50

      device ID: C138A8007635

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

        Briley239 Schoonr222

        Thanks for the posts.

        Can you please provide us with more detailed information about the issue you are experiencing:
        -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 more information, we will be able to assist you further.


        Thanks,
        Danny