Solving playback issues

[Luckii]

I bought this tv back in November & I can not get Apple TV app to load. It just constantly spins like it’s trying to load. I have done all trouble shooting, even called Apple & Roku with no help; pretty much just blaming the other company. I even did a factory reset on tv. Every other app workings perfectly. Please help 😅

[Jb525]

@ckgw 

I've recently had this issue when launching the apple tv on roku, it just spins forever. I tried everything including network connection resets, reboots, factory reset on the roku, different network connections, etc.  For me, it worked in one location but not at a second location I watched at.  I was able to fix it by updating to a different dns setting on my router (it usually defaults to the ISP default, which may not be great)

This fixed it for me.  Keep in mind, if you can get a prompt to login to apple tv this will not help.  But, if you open the Apple Tv app on roku and it just spins forever (may error out) it is highly likely the dns is not resolving correctly to Apple IP's.... good luck!

Go into your wifi router settings and update to google's dns server. 

Primary DNS 8.8.8.8

Secondary DNS 8.8.1.1.

Save the changes, a router reboot maybe needed.

[RokuEmmanuel-D]

We're glad you're here, @Luckii!

Thanks for getting in touch! We get that you're having some trouble streaming the Apple TV app, and we'd love to dive deeper into your concern.

To help us investigate, could you share this info below?

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (Press the Home button five times, followed by the Back button five times)
• App build version (Highlight the app from the Home Screen and press the Star * Button)

We’re here to support you, so please reply with the details above so we can assist you further!

The Roku Community Team

[Luckii]

Device model- 6Series-55

Serial number- X01900K2UVHX

device ID- S1FNH472UVHX

Tracker id- HX-090-445

App build- Version 15.1 • build 42

[RokuRiamie-D]

Thank you for your response @Luckii.

We appreciate you for providing your device details. We would like to investigate the issue further. In the meantime, we recommend you try the following:

1. Channel Update:
   

   Highlight the app > Press the star (*) button on your Roku remote > Check for updates

2. Check your network connection:
   Select Settings > System > Advanced system settings > Network connection reset > Reset connection.

3. Restart your Roku device:
   Select Settings > System > Power. If you do not see a Power submenu, skip to the next step > System restart.

For more details, please visit our Roku Support article: Issues playing shows and movies on your Roku device.

We hope to get this sorted out soon. Please keep us posted.

Cheers,
The Roku Community Team

[Luckii]

I have tried all these & still nothing.

[RokuRiamie-D]

We appreciate you for trying the troubleshooting steps process that we have suggested, @Luckii.

We will coordinate with our Roku team for review. Please provide the software version of your Roku TV and a photo of the TV screen that displays the issue you are experiencing.

How do I insert an image in a post?

We will wait for your reply.

Cheers,
The Roku Community Team

[Luckii]

https://photos.app.goo.gl/QRNJHhu4cR3aGCVd8 

Software version is 14.1

[RokuRiamie-D]

Thank you for providing the requested details precisely @Luckii.

We have forwarded your information to our Roku team for further investigation. We will update you as soon as we have more information about this issue.

Your patience would be appreciated as we work on this matter. Thank you for your cooperation.

Best,
The Roku Community Team

[RokuRiamie-D]

Hi @Luckii,

Greetings from the Roku Community!

Update: Our Roku team would like you to try again uninstalling the Apple TV app and resintall it again. If the issue continues, take a Network connection test by following the steps below:

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select Network
4. Select Check connection
5. After checking the network connection, please take a screenshot of the TV screen.
   How do I insert an image in a post?

For reference, please visit our Roku support article: How to check the connection to your home network and the internet.

We will wait for your update.

Cheers,
Roku Community Team