Solving playback issues

[AshlyBrooke]

Same problem. Nearly every time I want to watch it I have to delete and reinstall the app. That's the only way it will work. So annoying!

[RokuJechealR]

Hi @AshlyBrooke,

Welcome to the Roku Community!

We're sorry for any inconvenience this may have caused. Also, we appreciate the troubleshooting steps you have taken to try to resolve the issue. However, did you restart your Roku device before re-installing the channel? That step is crucial when performing troubleshooting. If you haven't tried the suggested order (remove > restart > re-install), we would recommend giving it a shot once again. We also suggest doing the restart from the Settings menu by navigating to Settings > System > Power (if you do not see a Power submenu, skip to the next step.) > System restart.

For a more detailed reference, we have a support article: How to resolve a channel playback issue.

If the issue persists after attempting the suggestions on the link, we'd like to collect further information regarding this so our team can work on it. Kindly provide the details below:

• 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.

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

All the best,
Chel

[Kspin]

Same here. Apple TV+ was working fine for a few months, then poof! I have reset the Roku streaming stick, removed the app, added the app, turned the TV and Roku on/off in between each attempt to reload/reset and have basically done everything suggested here. All software is up to date. Internet connection is strong and stable. We stream from many channels, the only one that gives us trouble is Apple TV. Right now I can't even sign in to the app. It never progresses from the spinning ball and gray screen. This is incredibly frustrating. Pretty sure I'm just going to cancel Apple TV as a result. Clearly there's a problem (as I'm not the only one experiencing this) but neither Roku nor Apple seems able to fix it. 

[RokuJechealR]

Hi @Kspin,

Welcome to the Roku Community!

We apologize for the issues you are facing with the Apple TV channel and appreciate the troubleshooting steps you have taken to resolve the issue.

In the meantime, to help us resolve this issue, we would like to gather more information from you. Please provide us with the following details:

• 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.

Once we receive the requested information, we will forward it to the appropriate Roku team to investigate and address the issue.

All the best,
Chel

[Kspin]

I sent this information via email

[RokuJechealR]

Hi @Kspin,

Thanks for the response!

We received and appreciate your message via email. Please note that we have passed your concerns and details to the appropriate Roku team for further investigation. In the meantime, would it be possible for you to provide us with a photo of the issues you are experiencing so we can better understand what you are seeing?

Your assistance is much appreciated so we can try to resolve the issue as soon as possible.

All the best,
Chel

[gap1234]

I had a problem where I could select apple-tv and it would get to where I had to sign on, and when I clicked sign on, it would give me a spinning star, indicating it was waiting for something.

I tried all the solutions given here to no-avail.

Then I re-started the Roku and it got to where it was asking for login credentials,

So perhaps restarting your roku will resolve your problem.

[Kspin]

Thanks, but I can’t even count the number of times I have reset the entire system, from the Roku to removing the app and reloading—nothing works. I just cancelled my Apple TV subscription. Not worth the aggravation. There are plenty of other options.