Solving playback issues

[KalaniKai]

I have updated the Apple TV app, returned TV off and back on, deleted and reloaded the app, etc.  It won’t work.  Apple TV starts then TV goes immediately back to Home Screen.  

[RokuEmmanuel-D]

Thanks for posting here, @KalaniKai!

It seems like you're experiencing playback issues with the Apple TV app that are causing it to crash back into the home screen. Don't worry—we're here to help you sort this out! 

Could you share some more details to help us look into this?

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• Channel build version (Highlight the app from the Home Screen and press the Star * Button)

In the meantime, you can also visit this link for more tips!

Please get back to us.

Best,
The Roku Community Team

[KalaniKai]

Model:  100012587

serial:  X01200SAYFSX

device ID:  SOU433AAYFSX

software ver:  14.1

tracker: SX-077-918

version:  15.1 Build 42

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @KalaniKai!

We appreciate you providing all these details. 

In the meantime, we recommend reaching out to Apple TV customer support for more updates and further troubleshooting. 

Thanks for being part of the Roku Community!

Best,
The Roku Community Team

[makaiguy]

@KalaniKai-

After removing the channel, but BEFORE reinstalling it, did you RESTART** your Roku to clear its memory cache?  Without the restart you may not get a clean reinstall.  This is not a cure-all but at least it will assure you of having an uncorrupted copy of the current channel app.
 
Depending on your Roku model number you'll find the "System restart" option under either "Settings > System > Power" or under "Settings > System".   If you don't have sufficient control to use the menus, or if it is just more convenient, you can also restart by pulling the power plug for a short while, then plugging it back in.
 
**On a Roku TV with "Fast TV Start" enabled, turning the TV off/on only puts you in/out of a low power standby state, it does NOT give you a complete restart.  Use the methods above.

[KalaniKai]

That worked thank you!  I had the Fast start feature turned off but your solution was spot on.  I appreciate it!

[RokuRiamie-D]

Hi @KalaniKai,

Thank you for keeping us posted!

If you have any other Roku-related concerns, please don't hesitate to contact us again.

For further Roku support, you can:

• Create a post here in the Roku Community
• Explore our comprehensive collection of help FAQs and videos. Get started here: Roku Support page

Happy Streaming!💜

Best,
The Roku Community Team