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MTFM
Occasional Poster

Apple TV app not working? Please help!

I can’t watch anything on Apple TV. The app is frozen. The same on two different apple TVs. Have tried turning on and off again, deleting app and reinstalling. Please help?

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7 Replies
danny_parfitt
First Poster

Re: Apple TV app not working? Please help!

We are having the same issue, the top

menu loads but no content,

The app on the Apple TV is  pretty badly put together and the layout is awfull. The thing could at least work. 

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Richkb
Occasional Poster

Re: Apple TV app not working? Please help!

Having this same issue. The display bar is loading but every bar just has a black screen. No content. 

 

Stopped working two days ago. 

 

Other providers content is working. No internet issue. 

 

Have deleted ted and reinstalled app but no change. 

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bertie_boo
First Poster

Re: Apple TV app not working? Please help!

Im having the same issue but using the app on my xbox!  Nightmare!

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MTFM
Occasional Poster

Re: Apple TV app not working? Please help!

Hi guys, 
 
After really kicking off with them on live chat they finally put me through to technical who admitted they are having a problem with Apple TV and they are working to fix it. 
 
Not sure on the timescale, started to freak out as I am desperate to watch Man U v Chelsea this afternoon. Came up with my own fix tho, I downloaded the now tv app on my sons x box and put it in the lounge. It works fine. 
 
All the best! 
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Jenks-1001
Contributor 1

Re: Apple TV app not working? Please help!

I’ve had the same problem, the App for Apple TV is still version 1.0 don’t think they have ever updated it, The App still shows SKY Living on live Channels!

 

image.jpg

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Jenks1001
First Poster

Re: Apple TV app not working? Please help!

Jerrelenn (11/08/2019, 19:17:57): Thanks for contacting NOW TV, you are talking to Jerrelenn. How can I help?
Jerrelenn (11/08/2019, 19:20:26): I do understand your concern, I am here to help you with your query
Jerrelenn (11/08/2019, 19:20:36): May I know your full name and email address ?
Jerrelenn (11/08/2019, 19:21:54): Hi James
Jerrelenn (11/08/2019, 19:22:06): Good evening 🙂 hope your doing well
Jerrelenn (11/08/2019, 19:22:15): Thank you for the details.
Jerrelenn (11/08/2019, 19:23:24): I'll help you with some easy steps for Apple TV
Jerrelenn (11/08/2019, 19:24:32): Lets reboot the device  , here are the steps
Jerrelenn (11/08/2019, 19:24:42): Turn off the TV and unplug the router and modem for 30 seconds.
Jerrelenn (11/08/2019, 19:24:57): lug in the modem / router and wait for it to start back up then turn the TV back on and try to stream again.
Jerrelenn (11/08/2019, 19:25:04): Plug *
Jerrelenn (11/08/2019, 19:25:49): Make sure the location settings are set to the United Kingdom.
Jerrelenn (11/08/2019, 19:27:44): Alright
Jerrelenn (11/08/2019, 19:32:33): So your able to watch the content on NOW TV on any other device ,
Jerrelenn (11/08/2019, 19:33:08): No worries,Ia m here if you require any help
Jerrelenn (11/08/2019, 19:34:31): Ok, Is the Apple TV software updated
Jerrelenn (11/08/2019, 19:38:29): Please try deleting and reinstalling the NOW TV app
Jerrelenn (11/08/2019, 19:39:20): thank you
Jerrelenn (11/08/2019, 19:42:55): What I'll do is remove the Apple TV from the device management on the account
Jerrelenn (11/08/2019, 19:43:43): So that you can add the content again once you play any content
Jerrelenn (11/08/2019, 19:44:26): Ok.
Jerrelenn (11/08/2019, 19:46:12): I have just removed the Apple TV from your device list , please see now if your able to log in to the account
Jerrelenn (11/08/2019, 19:47:42): Yes, If your still unable to sign in to the NOW TV account on the Apple TV, I'll transfer your chat to our technical team
Jerrelenn (11/08/2019, 19:49:23): Your still unable to sign in to the account
Susmita (11/08/2019, 19:51:15): Thanks for contacting NOW TV, you are talking to Susmita. How can I help?
Susmita (11/08/2019, 19:51:48): Hi James
Susmita (11/08/2019, 19:51:56): The chat has been escalated to the technical team for further investigation regarding your concern.

Give me a minute while I check and help you further.
Susmita (11/08/2019, 19:55:15): James, thanks for waiting.
Susmita (11/08/2019, 19:55:47): I understand the urgency, however, we need to ask you certain questions to give you the best possible solution we have for you.
Susmita (11/08/2019, 19:56:08): Just to confirm, are you bale to login and watch on other supported device?
Susmita (11/08/2019, 19:57:30): Glad to know that you are able to watch on other devices.
Susmita (11/08/2019, 19:57:40): I have a fix for you but I just need to check one more thing on your account
Susmita (11/08/2019, 19:58:31): Thanks again.
Susmita (11/08/2019, 19:59:29): James, let follow few technical steps to fix this issue as I can see that the internet speed keep fluctuating.
Susmita (11/08/2019, 20:00:28): To reboot the Apple TV:

Turn off the TV and unplug the router and modem for 30 seconds.
Plug in the modem / router and wait for it to start back up then turn the TV back on and try to stream again.
Make sure the location settings are set to the United Kingdom.
Susmita (11/08/2019, 20:01:14): Great!

So we can perform all the steps in sequence.
Susmita (11/08/2019, 20:01:36): Alright!

I appreciate your effort to fix the issue.
Susmita (11/08/2019, 20:02:07): This is the last / final time we will follow few steps to fix this.
Susmita (11/08/2019, 20:02:16): Please co-operate with me.
Susmita (11/08/2019, 20:02:31): No, as you are able to watch on other supported device.
Susmita (11/08/2019, 20:03:13): Well, have you connected the Apple TV using an Ethernet cable?
Susmita (11/08/2019, 20:04:01): We are aware of the fact where our customers facing issues. 

However, I need to identify what exactly is your issue on Apple TV.
Susmita (11/08/2019, 20:04:14): Have you connected the Apple TV using an Ethernet cable?
Susmita (11/08/2019, 20:04:40): Okay!
Susmita (11/08/2019, 20:05:00): Lets work together now.
Susmita (11/08/2019, 20:05:06): To reboot the Apple TV:
Susmita (11/08/2019, 20:05:18): Turn off the TV and unplug the router and modem for 30 seconds.
Susmita (11/08/2019, 20:05:38): Plug in the modem / router and wait for it to start back up then turn the TV back on and try to stream again.
Susmita (11/08/2019, 20:05:49): Make sure the location settings are set to the United Kingdom.
Susmita (11/08/2019, 20:06:13): Yes, the Apple TV.
Susmita (11/08/2019, 20:06:48): Also the TV then follow as instructed.
Susmita (11/08/2019, 20:07:39): oN YOUR tv.
Susmita (11/08/2019, 20:07:44): Oops!
Susmita (11/08/2019, 20:07:49): On your TV**
Susmita (11/08/2019, 20:08:34): Are you using Apple TV Box?
Susmita (11/08/2019, 20:08:58): Okay!
Susmita (11/08/2019, 20:09:24): Anyways, the box is connected to the TV so you can check on the TV.
Susmita (11/08/2019, 20:10:30): Superb!  

Connect everything.... then check for the location on your Apple TV.
Susmita (11/08/2019, 20:11:54): Okay!

Now, next step is to update the software on your Apple TV:

Click Settings, General then Update Software. Your TV will now check for an update and if one's available, you'll see a download message.
Susmita (11/08/2019, 20:12:07): Click Download and Install.
Susmita (11/08/2019, 20:13:08): Alright!

James, try to watch NOW TV content Or other streaming apps.
Susmita (11/08/2019, 20:15:34): Have you uninstalled the NOW TV app from the Apple TV Box?
Susmita (11/08/2019, 20:16:40): No.
Susmita (11/08/2019, 20:17:14): Oh I see!
Susmita (11/08/2019, 20:17:29): Lets perform hard reset.
Susmita (11/08/2019, 20:17:30): Hold down Menu and Down on the Apple remote at the same time for 6 seconds. Let go when you see the indicator light on the Apple TV blink rapidly.
Susmita (11/08/2019, 20:17:48): Unplug the Apple TV power cord for 3 seconds then plug it back in.
Susmita (11/08/2019, 20:18:36): Once done....

Open the NOW TV app on Apple TV box and choose Settings.
Susmita (11/08/2019, 20:18:51): Sign out of the NOW TV account then click Restore in iTunes.
Susmita (11/08/2019, 20:19:01): Sign in with the NOW TV account.
Susmita (11/08/2019, 20:19:17): Okay
Susmita (11/08/2019, 20:20:32): May I know which generation Apple TV box are you using?
Susmita (11/08/2019, 20:22:02): Okay!

Check the strength of the wireless connection on your Apple TV.
Susmita (11/08/2019, 20:23:00): Yes, NOW TV is of 720p even if you watch in 4K device.
Susmita (11/08/2019, 20:23:23): James, Go to Settings then General.
Choose About from the main menu.

Make sure your Apple TV is within range of your base station or router and in an environment with minimal wireless interference.
Susmita (11/08/2019, 20:24:06): Okay!
Susmita (11/08/2019, 20:24:26): We need to perform this .
Susmita (11/08/2019, 20:24:28): To configure your Apple TV to use DHCP:
Susmita (11/08/2019, 20:24:44): From the main menu, go to Settings then choose General, Network then Configure TCP / IP.
In Network Setup, choose Automatically then restart your Apple TV and router.

Contact Apple for further support via support.apple.com/en-gb/HT207060 if required.
Susmita (11/08/2019, 20:25:50): Moreover, the issue on community is for the Apple TV 4th generation.
Susmita (11/08/2019, 20:26:46): Hence, I'll raise this matter to the back-end experts to look into your concern too.
Susmita (11/08/2019, 20:27:42): James, meanwhile watch the content on your other supported device.
Susmita (11/08/2019, 20:28:47): Oh I see!
Susmita (11/08/2019, 20:29:14): This now needs help from our higher level technical team to sort this for you.

They will investigate and sort this for you accordingly as I've already sent your query to them.
Susmita (11/08/2019, 20:29:51): Once the issue gets fixed, you will get the update on community.
Susmita (11/08/2019, 20:30:06): Rest assured, it will certainly be sorted for you very soon.
Susmita (11/08/2019, 20:30:50): I'm afraid, I won't be able to promise with the time frame. 

Our team will check with Apple what exactly went wrong.
Susmita (11/08/2019, 20:31:05): It might take time.
Susmita (11/08/2019, 20:31:08): I appreciate your patience in this matter.
Susmita (11/08/2019, 20:31:47): Pleasure chatting with you tonight.  

Have a great weekend.
Susmita (11/08/2019, 20:31:55): Cheers.  🙂
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JonDunlop
Occasional Poster

Re: Apple TV app not working? Please help!

Me too. The Sky News app is doing just the same. Everything else is fine. 

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