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cd2448's avatar
cd2448
Reel Rookie
6 years ago
Solved

Re: Apple TV+ not working: Problem loading content

I bought a Roku Express specifically to watch Apple TV+, and now no single video will play. This is working on my iPad so seems my account is ok, but ever6 video I watch I get “video is not available, try again in a moment”. This is going back to Amazon if I can’t fix this so need help now.

I did see the question posted a few times but I never saw a resolution!

  • Chickenlips's avatar
    Chickenlips
    Newbie
    5 years ago

    I have found a work around since there is no real solution. If you play the episode on your IPhone or iPad , the show will steam for you on Roku, So...in my case I start the episode on my iPhone and let it play pass the intro . Stop playing. Turn on Roku go to Apple TV plus app and on the Roku, then you will see a progress bar on the show. You can then watch shows on your TV via the Roku express and Apple TV app. Basic steps- play episode on iPhone for a few seconds. Then go to Apple TV app and stream the episode that would not normally play. 

    • DialloKreed's avatar
      DialloKreed
      Reel Rookie
      5 years ago

      This didn't work for me. ☹️ I resorted to switching to my Amazon Firestick when I want to watch stuff on Apple TV. Glad I have options but it sucks to do that. 

      Chickenlips wrote:

      I have found a work around since there is no real solution. If you play the episode on your IPhone or iPad , the show will steam for you on Roku, So...in my case I start the episode on my iPhone and let it play pass the intro . Stop playing. Turn on Roku go to Apple TV plus app and on the Roku, then you will see a progress bar on the show. You can then watch shows on your TV via the Roku express and Apple TV app. Basic steps- play episode on iPhone for a few seconds. Then go to Apple TV app and stream the episode that would not normally play. 

    • Joemanatl's avatar
      Joemanatl
      Newbie
      5 years ago

      My Apple TV on Roku was working just fine and then for apparently no reason I started getting the dreaded video not available messages.  I read all the entries and started uninstalling, reinstalling, looking at HDMI resolution settings on my Vizio TV and Roku to no avail. None of these procedures worked.  

      I then read the entry on starting the show on the Apple TV app on my phone and then starting it on the Roku and incredibly - that worked!    I’m not sure why this worked.  Could it be that Apple trusts it’s own endpoint device and when it sees that the Roku and phone are on the same subnet, it then allows for transmission?

      • tomy2t0ne's avatar
        tomy2t0ne
        Newbie
        5 years ago

        I also have playback issues on roku. I signed up and everything worked fine. I went back to watch a other episode the next day and nothing would play. After reading through the solutions I tried dropping my resolution to 720p and miraculously the shows started to play! This is very frustrating but seems like a simple fix for Apple to make. 

    • taxmanrpm's avatar
      taxmanrpm
      Newbie
      5 years ago

      Thanks!  This is the only option so far that works for me.  Apple and Roku need to work together to find a permanent fix.  Until then this workaround will have to do.  I appreciate you posting this.

      • taxmanrpm's avatar
        taxmanrpm
        Newbie
        5 years ago

        In my post above I am referring to the workaround mentioned to start it on your iPhone or iPad first.  Then go to the Roku app and it will play.

  • ActorCam's avatar
    ActorCam
    Reel Rookie
    5 years ago

    FIXED IT, at least for now.

    Reading this thread I pieced it together, here are the exact settings I changed.

    In the Roku menu, go to "Settings --> System --> Advanced system settings --> Advanced display settings --> Auto-adjust display refresh rate." Mine had been set to "On." I changed it to "Off."

    I also changed "Settings --> System --> Advanced system settings --> Advanced display settings --> HDR subsampling" from 4.2.2 back to 4.2.0.

    I had one "unavailable" message since making these changes, but maybe eight successful plays of a movie.

    I'll monitor over the next few days and update if I have more.

    • johnSas's avatar
      johnSas
      Reel Rookie
      5 years ago

      It is hit or miss on playing a movie with Apple TV and 4K ultra, some do play and some don't, It is the ULTRA that has the problem for sure with 4K screen. Does Tech support have the capability to duplicate the issue or they will continue playing dumb pretending they don;t what is going on, Serious companies will have this elevated to engineering and they will be working on a fix instead of having the forum participants do trial and error. this can be fixed with a firmware roll.  

    • kfallsfan's avatar
      kfallsfan
      Reel Rookie
      5 years ago

      Yes! This also worked for my Epson 8350 1080P projector. In the Roku menu, go to "Settings --> System --> Advanced system settings --> Advanced display settings --> Auto-adjust display refresh rate. None had been set to "On." I changed it to "Off." I was then able to watch at 1080p instead of 720p like before. Thank you 

      • BarryS's avatar
        BarryS
        Channel Surfer
        5 years ago

        Hi,

        Had this same problem recently where none of the shows on Apple+ would play and just get an error msg. This is on the Roku Ultra. Wanted to advise that just changing the "Auto display frequency" to OFF, as someone already suggested here, but NO need to change anything else, resolves this problem. Of course this is a bug but as in the past, I'm not holding my breath for a fix anytime soon. This lack of urgency appears to be a mainstay when it comes to Roku equipment and related updates.

        Barry

    • Heedlix's avatar
      Heedlix
      Channel Surfer
      5 years ago

      This did it. I don’t have an HDR set, but turning off the auto refresh rate adjust fixed it. Which also doesn’t matter much as mine is only 60Hz. It’s annoying that Apple is treating Roku owners like **bleep** step-children.  

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

    cd2448 

    Thanks for the inquiry.

    Has the Apple TV+ channel worked before on your device, or are is this the first time you are trying to view content on this channel?

    Try 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.

    Does this clear up the issue you are seeing?

    For more information about setting the Apple TV+ channel on your device, visit our Support page here: How do I use the Apple TV channel on my Roku® streaming device?

    Thanks,
    Danny

    • cd2448's avatar
      cd2448
      Reel Rookie
      6 years ago

      Sorry for the delay getting back to you. I tried this and it made no difference, same result. Any other ideas? If I can't get this working I'm going to have to bail on Roku after being a loyal user for like 10 years. I loved that it was neutral to the content providers, but right now that's not working out for me as it won't play Apple TV+ content.

      • Lnpranch's avatar
        Lnpranch
        Reel Rookie
        5 years ago

        I am having the same problem. I have done everything i have found online to do. 

        If i doesn't start working properly than i am going to drop Apple tv and Roku both. 

        Because its a waste of money we just can't afford at this time.

    • Robbrown8230's avatar
      Robbrown8230
      Reel Rookie
      4 years ago

      I have tried this again to no avail. For instance, there are some episodes of Ted Lasso where I get the message "Video Not Available There's a problem loading this video. If this continues check your internet connection."

      Other episodes of Ted Lasso and other shows play perfectly, but I have had some episodes of other shows beside Ted Lasso  give me the same message. It seems random, I cannot see any consistent behavior, except that once I get the above message for an episode, I keep getting the same message no matter if I remove and add the Apple TV + channel back and/or I restart my Roku Player.

      I am using a recently purchased Roku Express 4k+ Model #3941x.

      • StreamerUser's avatar
        StreamerUser
        Roku Guru
        4 years ago
        Robbrown8230 wrote:

        I have tried this again to no avail. For instance, there are some episodes of Ted Lasso where I get the message "Video Not Available There's a problem loading this video. If this continues check your internet connection."

        Other episodes of Ted Lasso and other shows play perfectly, but I have had some episodes of other shows beside Ted Lasso  give me the same message. It seems random, I cannot see any consistent behavior, except that once I get the above message for an episode, I keep getting the same message no matter if I remove and add the Apple TV + channel back and/or I restart my Roku Player.

        I am using a recently purchased Roku Express 4k+ Model #3941x.

        Its not clear what you tried other than restarting and reinstalling.

        FYI, the correct procedure to re-install an app on Roku:

        1) Remove the ATV app (Highlight the app, press the Options (*) button on the remote, then Remove)

        2) RESTART the Roku (Settings/System/System restart/Restart) <-- MUST DO THIS HERE!!!

        3) Re-install the ATV app

        (If you dont restart after removal, settings/cached data associated with the app are left behind and it wont be a clean re-install)

         

    • DialloKreed's avatar
      DialloKreed
      Reel Rookie
      5 years ago

      Still not working for me, even after trying all these suggestions.

      • JayDog82's avatar
        JayDog82
        Newbie
        5 years ago

        The only settings you need to change to make Apple TV work are inside the app itself. Open Apple TV app and go into settings on top right of screen. Toggle “only allow sd playback” to “on” then exit settings and it’ll work. Though this works, it still irks me that I have to settle for standard definition quality. It’s probably because Apple doesn’t want you to watch Apple TV on a Roku device but on an Apple TV device instead. 

  • Pcf's avatar
    Pcf
    Newbie
    5 years ago

    For me, I had to select the option of playing videos in SD.

    • piggyback's avatar
      piggyback
      Channel Surfer
      5 years ago

      Well, after 3 months issue is still around.  In my case I don't have HDR. I have a 1080p projector.

      At this point I believe this is some kind of bandwidth management issue. While at any given point I have 88+ connection it might have to do with Comcast throttling or Apple having issues at the back end.

      Why? I am encountering issue during prime time TV watching hours. 8-9pm CST. I don't know if others see the same behavior: when starting a show on Netlfix it starts out for a couple of seconds kind of fuzzy and then sharpens. But not always. But during the same time I am having Apple issue, Netflix does this.

      Can't believe Apple doesn't want to have this fixed. Goes without saying that watching on an Apple device at the same time does not exhibit any issues....

       

      BTW. This is always with selected SD. in Apple app....

       

       

  • kfallsfan's avatar
    kfallsfan
    Reel Rookie
    5 years ago

    I ran into this problem on both an older Samsung 1080p tv and an epson 8350 projector. On the tv there is an option to auto detect resolution, I had to switch this to 1080p. On my projector I tried to do the same thing but couldn’t get it to work. I had to switch resolution on my roku ultra to 720p (didn’t work even on 1080p) in order to watch movie.

  • lmolter's avatar
    lmolter
    Channel Surfer
    5 years ago

    Here's what's weird: I went through all the changes requested for HDR and 4K and such as suggested here. Nothing worked. I switched back to an older Fire Stick that is NOT 4K compatible, and guess what? The Apple movies play fine. The Fire Stick is set to 1080P as is the Roku Ultra, but only the Fire Stick works. Still can't tell who's to blame, since we don't know if Apple or Roku wrote the Apple app. I do think that the Roku development team needs to talk with the Apple team because this problem is widespread. Yeah, I know, preachin' to the choir.

    • johnSas's avatar
      johnSas
      Reel Rookie
      5 years ago

      The issue is definitely the ROKU capability , I bought the Amazon stick 4k and plugged it on the same configuration tv and worked fine. Unfortunately tech support will give you the run around , limited to no knowledge. This  is an engineering issue that Roku needs to get on it and find out what is going on. Obviously the handshake between the TV and Roku is not correct. Maybe apple could be at some fault but the "stick" works.

  • StevenJay's avatar
    StevenJay
    Newbie
    5 years ago

    I was able to fix the Roku problem on my Apple tv App. Go to settings in the Apple TV app and limit playback to SD in the menu. It works fine now. 

    • BarryS's avatar
      BarryS
      Channel Surfer
      5 years ago

      Are you satisfied with SD picture quality on your 4K TV...? I sure wouldn't be... 

  • Lyrlen's avatar
    Lyrlen
    Binge Watcher
    5 years ago

    Cleared the cache, took the channel off and put it back on cleared the cache again.  It quits in the middle of opening.  Works on my iPad and Mac just fine.  Something happen?  I also turned the Roku off then on same problem.   It’s annoying it worked 2 weeks ago and all other channels work.  I am not that happy with Apple TV anyway, so why should I bother to keep it

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

      Lyrlen

      Thanks for the post.

      If the issue remains unresolved, I'd recommend reaching out to Apple TV directly to report the issue and request additional support. Many channels on the Roku platform are developed and maintained by the channel provider directly, and they'll be able to best assist. If other channels are working correctly, and you only experience this issue on the Apple TV channel (app), that is likely an indication that the issue lies within that particular channel. In these cases, the channel provider will need to investigate the issue in order to help resolve it.  

      You can reach them here: https://support.apple.com/apple-tv
       

      Thanks,
      Danny

      • Heedlix's avatar
        Heedlix
        Channel Surfer
        5 years ago

        Thanks for that. The solution that others have mentioned, turning off the auto refresh rate adjust DOES solve the problem. It would be good if Roku could do some digging to see if this bug only appears on TVs that don’t support VRR, as is the case with me. I also agree that Apple should do a better job of their development. It’s like they did a half-assed job bc they know many Apple users are also Roku users who do NOT want to spend $150 more for their streaming device and they want to keep those subscription dollars rolling in. 

        Thanks for the reply. 

    • lmolter's avatar
      lmolter
      Channel Surfer
      5 years ago

      For me, I went to Advanced Display options on my Roku Ultra and changed Automatically Adjust Frame Rate (or something like that) to OFF. Everything works now.

      • Lyrlen's avatar
        Lyrlen
        Binge Watcher
        5 years ago

        I don't have a Roku Ultra - only a Roku express - - I can play Netflix, Amazon, Disney, HBOMax and Paramount plus.  I used to be able to play Apple TV through my express as recently as 2 weeks ago what changed?

    • johnSas's avatar
      johnSas
      Reel Rookie
      5 years ago

      The issue is not resolved , once you start disabling functions you try to work around the issue that exists with the Roku device. Obviously Roku is not interest in resolving the issue by working on it and they are sending us to Apple to avoid the responsibility.. We bought a ROKU device and not an Apple. Roku is responsible for the issue and needs to put engineering to work to solve the problem..  Here you having a bunch of amateurs each one having an opinion about the issue but not real authority or ownership..

      Roku we need a solution !!!

      • BarryS's avatar
        BarryS
        Channel Surfer
        5 years ago

        I second your opinion! Right on! ROKU is absolutely terrible when it comes to maintaining their devices in a timely fashion and I am speaking from experience of the last several years, regarding my ROKU Ultra device. 

  • Chemo1lt's avatar
    Chemo1lt
    Newbie
    4 years ago

    This worked for me....

     

    FINALLY A SOLUTION!!! Just saw this posted on Reddit. It absolutely worked for me. Simply change your AUDIO settings as follows:

    Settings -> Audio -> HDMI -> change “auto detect” to Dolby Digital.

    No restart required. Thank you "MeatyOchre!"

    • Chemo1lt's avatar
      Chemo1lt
      Newbie
      4 years ago

      Someone should tell "Danny", it wa,in fact, a Roku setting...  

       

      settings-audio-hdmi-dolby 

    • adougherty's avatar
      adougherty
      Channel Surfer
      4 years ago

      Chemo1lt Did you change anything in your streaming audio settings or just the main audio setting?

  • LizM's avatar
    LizM
    Newbie
    4 years ago

    I have 5 roku’s the update required a factory reset to fix the remote and now apple play does work. Great Job, isnt testing required before a major release. This is **bleep**!

    • BarryS's avatar
      BarryS
      Channel Surfer
      4 years ago

      Look at the length of time this issue has been around in an unresolved state!!! some of the the workarounds are reasonably acceptable and others, like switching to stereo mode is ridiculous, especially those with super-duper high end home cinema equipment. I just put aside my Roku Ultra in favor of the Amazon Fire Stick 4K as well as the recently released Fire Stick 4K MAX. A far better and reliable solution.