Solving playback issues

[Bennyh]

I have also been having this apple tv problem. 

Whilst doing a factory reset I was unable to update the software and start the device. Error 007. I found a post here that suggested connecting Roku to a mobile phone hotspot rather than my router. This worked! The phone was connected to my router so acting as an intermediary.

What's more, I found Apple TV  works when roku connected to my phone hotspot! BUT when I connect the Roku to my router again, Apple TV again gives the connection error and will not play. The others have no problem. I should also point out that ATV works fine on my iPad when connected to my router, so it's not a problem with my network.

I don't really want to be changing networks for different channel like this. Roku, I think it might be a bug in your device. Please investigate.

[RokuTakashi · Accepted solution]

Hi, @Bennyh 

Thanks for posting, and welcome to the Roku Community.

We understand the issue you've experienced with the Apple TV when connected to your network, and we'd like to provide some troubleshooting steps that you can perform to see if it resolves the issue. Kindly follow the steps below:

1. Navigate to the channel tile on the Roku home screen, press the star (*) key on your remote, and choose "Remove channel".
2. Next, restart your device from Settings > System > Power > System Restart (If you do not see a Power submenu, skip to the next step).
3. Once your player/TV starts up again, go to "Streaming Store" on the Home screen, and add the channel back once more.
4. You may also refer to this link: How to resolve a channel playback issue | Official Roku Support

Additionally, you can try to connect your Roku device to another Wi-Fi connection (not a hotspot) to see if the issue persists and can be isolated from your current network.

Let us know how this goes.

Best wishes,
Kash

[Daleclinton]

This did not work for me. It’s not the network, everything else is working fine. 

[SylviaL]

This also has not worked for me.  I am having the same issue with multiple Rokus and appletv+ app. All other streaming apps are working fine on my Roku.  After much troubleshooting, Apple support indicated it is likely on the Roku end.  Any other ideas to resolve this issue?  Thanks in advance.

[RokuEmmanuel-D]

Welcome, @SylviaL.

Excited to see you here in the Roku Community!

Thanks for informing us about the issue you're experiencing with Apple TV Channel. Please know that we're here to assist. 

Could you tell us more about it?

• What error message are you seeing when trying to stream the app?
• What specific troubleshooting you have done to resolve the issue?
• What Roku devices are affected by the issue?
• Can you provide a photo of it?

In the meantime, you may visit this support article: Issues playing content on your Roku device.

Please get back to us soon. 

Best,
Emman

[SLD50]

The solutions suggested do not resolve the recent error that I receive when streaming content from Apple TV.  That is, after a very short time of streaming any content on the Apple TV app, the content is interrupted in less than one minute, and the screen refreshes to this message:

Couldn't Load Video

Check your internet connection, then try again.

OK

No other application delivers this message.  Internet connection is good, with download speed > 500 MBPS.  Apple TV works flawlessly on an iPhone, and when using the Apple TV streaming device.  I have 3 different Roku streaming devices, and it happens on all three, including Roku Ultra, and 2 Streaming Stick+ devices.

Thank you in advance for your help.  Please inform me if this is a problem that excludes all Roku devices from streaming Apple TV content.

[SLD50]

Per your request, here is a photo of the screen displaying the message:

[RokuRiamie-D]

Hi @SLD50,

Thank you for providing additional details about your issue.

We would like to coordinate this with our Roku-appropriate team. Please provide us with the following:

• 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 (highlight the channel and press the star (*) button of your Roku remote)
• Troubleshooting steps taken

We really appreciate your patience and understanding as we work on fixing this issue. We look forward to your response.

Cheers,
Riamie