Apple TV: clicking the sign-in link shows a connection problem message on the TV screen.

I used a Roku for many years without a problem, but I recently replaced my old Roku with Ultra LT. I installed it and signed into several streaming services (Netflix, Sling, Amazon Prime, Paramount+) that work perfectly. BUT, the Apple TV app does not work. I can never even get to the sign-in screen. When I click on the Apple TV app, it takes a few minutes for the Apple page to load, then I attempt to click on the link to sign in, but then the TV screen says there was a problem connecting.

I receive my Apple TV subscription through T-Mobile, by the way, in case that is part of the problem.

I got T-Mobile support on the phone, but they say they can't help me if I can't get to the Apple TV sign-in screen.

RokuArjiemar
8 months ago
Hello Community Users!

Great news! We've found a solution to the issue where Apple TV takes too long to load or has trouble logging in. A big thank you to everyone who brought this to our attention — we truly appreciate your help in identifying this issue!

Solution: Perform a System Restart

Please follow these steps:

Press Home on your Roku remote.

Scroll and select Settings.

Select System.

Select Power. (If you don’t see the Power submenu, simply proceed to the next step.)

Select System Restart.

After following these steps, your Roku device will complete a system restart and, after a moment, should return to regular operation.

For more detailed instructions, visit the official Roku Support article: How to system restart or factory reset your Roku streaming device.

If the problem persists:

If the issue continues after a system restart, please don’t hesitate to start a new thread and send me a private message for further assistance. I’ll be happy to help!

We’ll be closing this discussion now, as the issue appears to be resolved. Thank you for your patience!

Thanks,
The Roku Community Team

36 Replies

Replies have been turned off for this discussion

Jmck1
Reel Rookie
8 months ago
I’m having the same problem minus using T Mobile. It loads fine on older devices but will not load in the Ultra Lt even though the version says it’s supported. I’ve tried uninstalling and reinstalling multiple times with no luck.
- ptk1
  Channel Surfer
  8 months ago
  
  Thanks for the post. I think we might be having the same problem. I'm starting to think the issue is compatability between the Roku and my Samsung TV. Then again, every other streaming service works fine. Just not Apple TV.
- Gum
  Reel Rookie
  8 months ago
JWS9518
Roku Guru
8 months ago
I am not an Apple TV or T-Mobile user, but this is just a thought. Is there any way you can check on your T-Mobile account to see if your Apple TV account is linked to a specific device? Maybe they have it linked to your old device.

Also, you could try uninstalling the Apple TV app, restarting the Roku, and then reinstalling Apple TV back onto the new Roku.
- ptk1
  Channel Surfer
  8 months ago
  Thank you for the suggestions. I regret to add that I have now tried all of them and nothing is changed.
  I've talked to T-Mobile and Apple and they have run through lots of checks. Their conclusion is the problem must be with Roku.
  I have been unable to find any Roku support besides this forum. Is there any way to contact a Roku tech person by phone?
  - JWS9518
    Roku Guru
    8 months ago
    They are usually pretty responsive here, but you can also check the support page to contact them directly. (see link)
    
    Official Roku Support | Roku Device Questions & Troubleshooting
DC89
Reel Rookie
8 months ago
Just upgraded from Roku Express to Roku Ultra LT, and I cannot log into AppleTV. Each attemp goes to a dialog box that there is a problem, with buttons to Try Again and Not Now. Tried all troubleshooting steps Will not log in. Not a network issue because other devices (Roku express, IPads) on same network log in fine.
Might be related, but Apple AirPlay also does not work on the Ultra LT.
- RokuRiamie-D
  Community Moderator
  8 months ago
  Hi DC89,
  
  Welcome to the Roku Community!
  
  We noticed in your post that you are having trouble accessing the Apple TV app on your new Roku Ultra. We'd be more than willing to assist you with this.
  
  We highly suggest you try the following and see if this works for you.
  
  Check your device for updates:
  
  Press Home on your Roku remote
  
  Scroll and select Settings
  
  Select System
  
  Select Software update
  
  Select Check Now to manually check for updates
  
  Restart your Roku device:
  
  Press Home on your Roku remote
  
  Scroll and select Settings
  
  Select System
  
  Select Power. If you do not see a Power submenu, skip to the next step.
  
  Select System restart
  
  For more details, please visit our Roku Support article: How to resolve a channel playback issue
  
  We hope you find this information helpful.
  
  Regards,
  Riamie
  - DC89
    Reel Rookie
    8 months ago
    I tried every suggestion I could find to fix Apple TV. It does not bring up the Sign in options, and continues to show "Try again" or "Not Now". I have reinstalled AppleTV app multiple times, Factory refreshed and started over, Downgraded Display to 1080p, Checked Router issues. I even placed the Roku into the DMZ. Apple TV refuses to sign in.
    All other apps, so far, have worked without issues. Only AppleTV fails.
    Note for AirPlay, my iPad sees the Roku, initiates connection, but when I enter the code it just fails.
    
    4801RW - Roku Ultra (LT)
    Software version 14.0.4
    Hard wired connection
    Also tested on WiFi
    
    For what its worth, Apple TV works on
    3941X2 - Roku Express 4k+
    Software Version 14.0.4
    
    Note on the Roku Express, when I signed in AppleTV, it offered to sync my login on all my Roku devices. However this still did not fix the Ultra LT, even after reboot.