Forum Discussion

Calertola's avatar
Calertola
Newbie
2 years ago

Apple TV stopped working & no longer loads

Apple TV stopped working last Thursday.  I have check here as well as Apple support.  So far, I’ve 

check Apple works on other devices

other streaming (Netflix, prime, pbs) still work fine.

removed apple app, restarted Roku, turned off TV, added Apple app back

held restart option down for 30 seconds (which didn’t work as it is just an option)

also just note, when Apple did work, it tended to take a minute plus to load.  Now it just sits with the Apple TV logo and I’ve waited more that 5 minutes.

any other suggestions?

model 3920X -Roku Premiere
serial # YH00A3479882
software ver 12.5.5 Build 4174-91

app playback

17 Replies

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  • gap1234's avatar
    gap1234
    Newbie
    2 years ago

    I had a problem where I could select apple-tv and it would get to where I had to sign on, and when I clicked sign on, it would give me a spinning star, indicating it was waiting for something.

    I tried all the solutions given here to no-avail.

    Then I re-started the Roku and it got to where it was asking for login credentials,

    So perhaps restarting your roku will resolve your problem.

    • Kspin's avatar
      Kspin
      Reel Rookie
      2 years ago

      Thanks, but I can’t even count the number of times I have reset the entire system, from the Roku to removing the app and reloading—nothing works. I just cancelled my Apple TV subscription. Not worth the aggravation. There are plenty of other options. 

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    2 years ago

    We appreciate you contacting us here in the Roku Community, Calertola!

    Thank you for letting us know about the playback issues you are experiencing with the Apple TV channel on your Roku Premiere. We want to assist you further. 

    In this case, since you've already reached out to Apple Support and confirmed that it is working on other devices, could you please confirm what specific devices this is? Nevertheless, we'd happily coordinate this with the appropriate Roku team to investigate your Roku Premiere further and determine the cause. With this being said, kindly provide us with the following details below:

    • Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
    • Channel build version.

    We'll be looking forward to your response!

    Best regards,
    Carly

    • Kimbee's avatar
      Kimbee
      Newbie
      2 years ago

      Same… noticed problem on 4/15. Apple TV+ works on other devices, other streaming apps still work on Roku. When I tried to watch a video the commercial played but rec’d the above-referenced error message instead of selected content.

      Also tried resetting Apple app, then deleting and reinstalling (turning Roku and TV off in between these actions). The app shows previews, but when I try to sign in, I get the spinning wheel… which spins endlessly (though after a several minutes I get kicked back to Roku apps screen.

      • Mountaineye2's avatar
        Mountaineye2
        Newbie
        2 years ago

        Same issue with mine. Nothing but a spinning wheel after resets and reinstall. It started with videos unable to load. Now I can't log in at all.

         

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    2 years ago

    Hi, Community users!

    We appreciate you bringing this playback issue with the Apple TV channel to our attention, and we'd be happy to look into this matter in detail. 

    Could you please confirm whether performing the steps below will resolve this? We need to make sure that these steps have been done precisely to work. 

    1. Remove the channel: navigate to your Home screen, move to the right, highlight the app, press Star*, then select Remove channel
    2. Perform a system reboot: navigate to your Home, select Settings > System > Power (skip if unavailable) > System restart.
    3. Re-install the channel: navigate to your Home, scroll and select Store, look for the app, then press Add channel

    For reference, we have a support article dedicated to this: How to resolve a channel playback issue

    If the issue persists after doing all the possible troubleshooting steps provided in our support article, kindly provide us with the details below so we can coordinate this with the appropriate team to determine the cause and find you the best resolution.

    • Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
    • Tracker ID (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)
    • Channel build version.

    Once again, our apologies for any inconvenience this may have caused your streaming. We'll be anticipating your response!

    Best regards,
    Carly.

  • mw4's avatar
    mw4
    Newbie
    2 years ago

    I've had the same issue.  Apple support - no help.  I reloaded app, deleted app and reinstalled, unplugged the Roku (Model 4800X), checked software is up to date, etc.   Works for a week or so and then need to repeat the unplugging.  

    • RokuJechealR's avatar
      RokuJechealR
      Retired Moderator
      2 years ago

      Hi mw4,

      Welcome to the Roku Community!

      We apologize for any inconvenience this may have caused. Also, we appreciate the troubleshooting steps you've taken to try to resolve this issue. We'd like to collect further information regarding this so our team can work on it. Kindly provide the details below:

      • Roku TV model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About.).
      • 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.).
      • Channel build version.

      Once the requested information is available, we'll forward it to the appropriate Roku team for investigation and work on the issue.

      All the best,
      Chel

       

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 years ago

      Hi louiseb,

      A warm welcome here in the Roku Community, and thanks for keeping us posted!

      We will be more than happy to assist you further, but we'll need to gather more information to further investigate this issue that you're having with the Apple TV channel since it stopped working. May we know what troubleshooting steps you have taken so far?

      We look forward to hearing from you soon.

      Thanks,
      John

      • Kspin's avatar
        Kspin
        Reel Rookie
        2 years ago

        Same here. Apple TV+ was working fine for a few months, then poof! I have reset the Roku streaming stick, removed the app, added the app, turned the TV and Roku on/off in between each attempt to reload/reset and have basically done everything suggested here. All software is up to date. Internet connection is strong and stable. We stream from many channels, the only one that gives us trouble is Apple TV. Right now I can't even sign in to the app. It never progresses from the spinning ball and gray screen. This is incredibly frustrating. Pretty sure I'm just going to cancel Apple TV as a result. Clearly there's a problem (as I'm not the only one experiencing this) but neither Roku nor Apple seems able to fix it. 

  • AshlyBrooke's avatar
    AshlyBrooke
    Newbie
    2 years ago

    Same problem. Nearly every time I want to watch it I have to delete and reinstall the app. That's the only way it will work. So annoying!

    • RokuJechealR's avatar
      RokuJechealR
      Retired Moderator
      2 years ago

      Hi AshlyBrooke,

      Welcome to the Roku Community!

      We're sorry for any inconvenience this may have caused. Also, we appreciate the troubleshooting steps you have taken to try to resolve the issue. However, did you restart your Roku device before re-installing the channel? That step is crucial when performing troubleshooting. If you haven't tried the suggested order (remove > restart > re-install), we would recommend giving it a shot once again. We also suggest doing the restart from the Settings menu by navigating to Settings > System > Power (if you do not see a Power submenu, skip to the next step.) > System restart.

      For a more detailed reference, we have a support article: How to resolve a channel playback issue.

      If the issue persists after attempting the suggestions on the link, we'd like to collect further information regarding this so our team can work on it. Kindly provide the details below:

      • Roku device model, serial number, device ID, and OS version. (This can all be found in Settings > System > About.)
      • Tracker ID (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).
      • Channel build version.