Help! AppleTV 4K does not keep a stable connection on my LG OLED65C8 TV

Question

Help! AppleTV 4K does not keep a stable connection on my LG OLED65C8 TV

AppleTV 4K worked perfect on a non 4K TV. On my new LG I have become pretty frustrated with movies and music streaming from the device with periodic and persistent drops of the picture and audio. I have tried changing HDMI ports, and swapping out to new HDMI cables. The problem is often at its worse when the TV is turned on and the AppleTV is brought out of sleep mode. Moving from Dolby Vision to HDR modes does not alleviate the issue. This issue has been complained about on other 4K TVs besides LG models, so I am assuming that it is the AppleTV OS. Does anyone have any experience with a work around? Help is appreciated!!

Thanks!

Posted on Jan 4, 2019 6:07 AM

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Answer 1

vazandrew

Level 8

40,906 points

Jan 4, 2019 10:04 AM in response to AppleTV_issues_with_LGOLED65C8

This is a support forum so there will be reports, but it is not a widespread issue as would be the case with a software bug.

Are you using a high speed cable certified for 4K/HDR (18GBPS)? Did you go into Apple TV settings - video and audio - check cable?

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Answer 2

vazandrew

Level 8

40,906 points

Jan 18, 2019 3:35 PM in response to Andrewlang1985

That does not apply anymore, to transmit 4K with HDR @ 60hz you need a certified high speed cable that is capable of 18gbps

It is not a common fault of the Apple TV. If you want to verify if you have a bad unit you can take it to Apple for testing.

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Answer 3

vazandrew

Level 8

40,906 points

Jan 4, 2019 6:13 PM in response to AppleTV_issues_with_LGOLED65C8

There is an issue with the HDMI handshake going on, are you connected directly to Apple TV or going through a receiver? You can always take it to Apple for testing as well.

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Answer 4

vazandrew

Level 8

40,906 points

Jan 4, 2019 7:57 PM in response to AppleTV_issues_with_LGOLED65C8

Not a problem. Have you checked to see if the C8 has had an update? Beyond that I would make an appointment with Apple.

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Answer 5

Jan 4, 2019 6:09 PM in response to vazandrew

Thank you so much for your reply! I did perform the HDMI diagnostic just now, and it said "Your HDMI connection looks good".

To expand a bit on my issue, unless it is right at start up, the AppleTV menu, or screen saver never give me issues. It is specifically when I am in apps like Netflix, Hulu, Movies, or Music. All of those give me similar drops in video and audio. So I'm not sure that running the diagnostic would detect the problem. During the more problematic instances, the app closes and I get a message that says either:

"Apple TV is having trouble maintaining a stable HDMI connection", or

"This video can't be displayed"..."It looks like your HDMI cable or connection doesn't support HDCP, which is required to play this type of video..."

Either way, unplugging HDMI, and/or restarting the Apple TV can get the connection reestablished, but the periodic dropping/reinstatement of the video & audio persists.

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Answer 6

Jan 4, 2019 7:54 PM in response to vazandrew

Dude, thanks again for replying! The AppleTV is connected directly to a HDMI port. It doesn't matter which HDMI port I connect to, the problem persists. I believe that all ports are ARC; CEC ports on this C8 model, if the matters. Sound bar is connected as well, with IR capabilities running through it that keep the Apple TV in a closet with a Blu Ray player, providing a low profile setup.

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Answer 7

Jan 18, 2019 2:23 PM in response to vazandrew

Hi,

i also have the same problem. The sound is always there but the video drops off constantly, mostly on Netflix. I don’t understand why it says “ultra high speed hdmi cable” hdmi cables are hdmi cables. It’s really starting to get to me now after spending £180 on this. I’ve also tested 3 other cables and still the same result. This must be a common fault with Apple TV right?

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Answer 8

Jan 4, 2019 7:55 PM in response to AppleTV_issues_with_LGOLED65C8

Neglected to say that there is an amp involved, but it is connected through the audio out feature on the TV

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Help! AppleTV 4K does not keep a stable connection on my LG OLED65C8 TV

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