Channel Issues & Questions

Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
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Njdiamondback
Level 7

Apple tv

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Since the Apple TV+ update I can no longer watch Apple TV on my Roku. We have the new Apple device in the other room attached to a tv in there. But a Roku in the living room. Have done the usual trick.  Uninstalled, rebooted, updated , reinstalled blah blah blah. Getting very annoyed. We paid for the service for a year and now can’t use in the main living area. 
any suggestions???

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RokuDanny-R
Roku Employee
Roku Employee

Re: Apple tv

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@Njdiamondback

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

Danny R.
Roku Forum Moderator

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RokuDanny-R
Roku Employee
Roku Employee

Re: Apple tv

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@Njdiamondback

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

Danny R.
Roku Forum Moderator
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Njdiamondback
Level 7

Re: Apple tv

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We reached out to Apple support on Thursday night. Spent two hours on the phone trying several things. Needless to say, it was sent the engineering department to see if they could help. Will post update when I have more to tell. 

njdiamondback

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mktaylor
Level 7

Re: Apple tv

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Did you get any help from Apple? I had the same problem, and went to engineer and ultimately they said it was a Roku problem.

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mjmsp54
Level 7

Re: Apple tv+ reply to my video loading problem

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That's the same answer I got from Apple TV support and engineering; it's a ROKU problem.  

 

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cynlamb
Level 7

Roku pls. help; Apple TV won't load

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Apple says it's a Roku problem and sent me here, but where is the support?

Apple agent said Roku agents have been able to change certain settings to allow Apple TV to play. So, please Roku, what are those settings. Many of us have this problem. 

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RokuDanny-R
Roku Employee
Roku Employee

Re: Roku pls. help; Apple TV won't load

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@cynlamb

Thanks for the post.

Can you please clarify the issue you are experiencing? What troubleshooting steps have you already taken to try to resolve the issue?

If you are still 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

With more detailed information, we will be able to assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Graygray
Level 7

Re: Roku pls. help; Apple TV won't load

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The same thing was happening to us… Ran across a solution somewhere and changed the audio setting on the Roku to Digital Dolby or something like that and it finally started working right after that!
Maybe try changing the Roku audio setting to to Dolby and maybe it’ll work! 

RockyRoka
Level 8

Re: Roku pls. help; Apple TV won't load

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I have been having problems playing random episodes of random shows on Apple TV since my free trial began almost exactly a year ago. I have been working with Apple for 3.5 mos and finally was told it’s a roku issue. Of course there’s no way to reach a roku agent 🙄 so I tried this - changing it to Dolby and IT WORKED!!! Thank you!! Unfortunately, my Apple free trial ends in a few days and I don’t think it’s worth $5 a month! So I still won’t get to watch the shows I wanted to.🤬

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Vireo49
Level 7

Re: Roku pls. help; Apple TV won't load

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Danny, I am having the same problem. Every time I try to play an Apple TV show, it says “Video Not Available. Trouble loading the video”. 

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