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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ohmark
Level 8

Re: Video stutters / choppy with Apple TV channel

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Changed my Roku to stereo. Fixed the issue.

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bdoserror
Level 8

Re: Video stutters / choppy with Apple TV channel

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I tried switching to stereo (audio mode and output format, individually) and I was unable to play video at all (Ted Lasso), It just gave me an "unable to play video" error. Switch it back and it works fine 

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ohmark
Level 8

Re: Video stutters / choppy with Apple TV channel

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Don't know which Roku model you have, but Roku 4 is not compatible with Apple Tv+.

Just read your earlier post that you have a different model, so this won't help you. Sorry.

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bdoserror
Level 8

Re: Video stutters / choppy with Apple TV channel

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I have a Roku Streaming Stick+ which is compatible. I had been using Apple TV+ for 6 months with no problems before this started happening.

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RokuMary-F
Roku Employee
Roku Employee

Re: Video stutters / choppy with Apple TV channel

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Hi @bdoserror,

Thanks for the follow-up.

Are all other streaming channels playing content normally?

Have you tried the steps previously posted by @RokuDanny-R to see if that resolves the issue?

If yes, we would also recommend getting the latest Apple TV channel version by checking for a channel update using your * button on the channel tile or going to Settings for a System Update there. Then, restart your player. 

Keep us posted and we'll continue assisting from there if needed.


Best regards,
Mary

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bdoserror
Level 8

Re: Video stutters / choppy with Apple TV channel

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Yes, as I said in my first message, all other channels work fine.

 

I've tried doing an update, the version number hasn't changed even though it always says it did an update. 

Yes, as I said in my reply to @RokuDanny-R , I tried his steps with no result. Those steps, as every other user in the forum has said, don't do anything.

 

The channel/app is clearly broken, and it happened recently.

Texas-Mark
Level 9

Re: Video stutters / choppy with Apple TV channel

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@RokuMary-F 

Is anyone actually reading this WHOLE thread? People have tried all of those things and have stated such. I still don;t know why this thread is marked "solved" when the solution provided did not fix it. 

 

All apps on my Roku Express work fine EXCEPT the Apple TV one. And as noted, it worked fine before the Roku updated a few months ago. 

RokuDanny-R
Roku Employee
Roku Employee

Re: Video stutters / choppy with Apple TV channel

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@bdoserror @Texas-Mark

Thanks for the posts.

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 pass it along to the appropriate Roku team to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Texas-Mark
Level 9

Re: Video stutters / choppy with Apple TV channel

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@RokuDanny-R 

Roku Express. V10.5.0 build 4208-AE

Only happens on AppleTV channel (V8.1 build 70

Steps to duplicate problem

1. Watch Apple TV

2. Wait a few seconds.

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bdoserror
Level 8

Re: Video stutters / choppy with Apple TV channel

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Just like @Texas-Mark said, the same is true for me:

Roku Apple Channel information (From "Settings | About" in the Apple channel:

Version: 9.1.0.10R70:10.1.0 (roku4-10R70):apple

Media Engine: 2.15.21:0.1.26-fairplay-4.9.17

Model: Roku 3810X

Firmware Version: 10.5.0-4208

OS Information: Roku OS 10.5.0

Region: Canada

Network Type: Wi-Fi

Apple version (from "*" on the Channel menu):
Version 8.1 build 70

Issue Tracker info:

Model: 3810X - Roku Streaming Stick+
Serial number: ...
Software version: 10.5.0 - build 4208-50
Timestamp: 2022-01-11T23:50:23Z

Issue ID 52-015-830

Steps to reproduce:
Try to watch any program on Apple TV+. Eventually the sound cuts out or the video gets choppy or freezes.

I'm leaving my serial number / device ID out for now as that seems like sensitive information. If you really need it I can DM it to you.

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