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User profile for user: CrochetGwen
CrochetGwen Author
User level: Level 1
8 points

APPLE TV

We recently got an apple TV 4k box for our tv. We are attempting to watch shows on Amazon Prime and our experiencing problems. When the show goes to a commercial it sometimes freezes (while the sound is still on) or gives a black screen. When it does work and the show resumes, it resumes to a part we have already seen - in other words, it rewinds a little bit. When watching an NBC show the other day the show was freezing and glitching. Is this a problem with the box? We never had problems with our old box.

Apple TV 4K, tvOS 13

Posted on Oct 16, 2020 3:07 PM

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User profile for user: rkaufmann87
rkaufmann87
User level: Level 10
140,808 points

Posted on Oct 16, 2020 3:31 PM

Your problems sounds like you may have a weak network signal where the Apple TV is located if you are using Wi-Fi. Can you confirm if you are using Wi-Fi or are connected via Ethernet?


Either way, please first try the following:


  • Restart Modem
  • Restart Router
  • Unplug Apple TV for 2-3 minutes and then restart and test.


If the problem persists then you may need to upgrade your network, however lets try the first troubleshooting steps to see what happens.

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User profile for user: rkaufmann87
rkaufmann87
User level: Level 10
140,808 points

Oct 16, 2020 3:31 PM in response to CrochetGwen

Your problems sounds like you may have a weak network signal where the Apple TV is located if you are using Wi-Fi. Can you confirm if you are using Wi-Fi or are connected via Ethernet?


Either way, please first try the following:


  • Restart Modem
  • Restart Router
  • Unplug Apple TV for 2-3 minutes and then restart and test.


If the problem persists then you may need to upgrade your network, however lets try the first troubleshooting steps to see what happens.

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APPLE TV

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