I have good wifi connection and I am often getting an error message that says, "unable to play. There's a problem with this video. Try again or trouble shoot the issue." When we troubleshoot the issue it says it is due to our connection but, that is not true. We are able to get on wifi to watch other streaming services. Just not apple.
3931RW,
Hi Booga47 | 3931RW,
Since you're having difficulty streaming via your Apple TV, we recommend that you try the steps here: If you can't watch or stream movies and TV shows in the Apple TV app - Apple Support
To perform the recommended troubleshooting steps via the link above, complete the steps in the section below.
If the movie or TV show won't start playing
After each step, try to stream or download the movie or TV show again.
1. Check the System Status page for service interruptions or check a third-party provider's website for any interruptions. If there are service interruptions, try to stream or watch the video later.
2. If you're having trouble signing in with your Apple ID, you can reset your Apple ID password or learn how to get a verification code and sign in with two-factor authentication.
3. If your cellular connection is poor, connect to Wi-Fi instead.*
4. Try watching on a different device using the same Wi-Fi or cellular connection. If it doesn't work, contact your internet service provider to see if there's an issue with your network.
5. If other people are using Apple TV+ or Apple TV channels, make sure it doesn't exceed the limits for streaming on multiple devices.
* Make sure that your Wi-Fi router is 802.11a/g/n/ac compatible. Streaming HD content requires 8 Mbit/s or faster. Slower tiers of Wi-Fi connections might not be fast enough to stream HD video content.
If the video quality is bad or it stops playing
1. If multiple people on your network are using the internet, your connection speed might slow down. Ask them to temporarily pause their internet activities.
2. If you're using a smart TV or streaming device, turn it off and back on again. If you're using an Apple device, restart it.
3. Tap or click the download button to try downloading the movie or TV show instead.*
We recommend the steps above because they will show you what to do if you can't watch or stream movies and TV shows on your Apple TV.
If you’re still experiencing the same issue, then we suggest trying the steps in the link below.
Troubleshoot your video connection in the Apple TV app - Apple Support
Please let us know the outcome after giving the above steps a try.
Thanks for using the Apple Support Communities.
Cheers!
Hi Booga47 | 3931RW,
Since you're having difficulty streaming via your Apple TV, we recommend that you try the steps here: If you can't watch or stream movies and TV shows in the Apple TV app - Apple Support
To perform the recommended troubleshooting steps via the link above, complete the steps in the section below.
If the movie or TV show won't start playing
After each step, try to stream or download the movie or TV show again.
1. Check the System Status page for service interruptions or check a third-party provider's website for any interruptions. If there are service interruptions, try to stream or watch the video later.
2. If you're having trouble signing in with your Apple ID, you can reset your Apple ID password or learn how to get a verification code and sign in with two-factor authentication.
3. If your cellular connection is poor, connect to Wi-Fi instead.*
4. Try watching on a different device using the same Wi-Fi or cellular connection. If it doesn't work, contact your internet service provider to see if there's an issue with your network.
5. If other people are using Apple TV+ or Apple TV channels, make sure it doesn't exceed the limits for streaming on multiple devices.
* Make sure that your Wi-Fi router is 802.11a/g/n/ac compatible. Streaming HD content requires 8 Mbit/s or faster. Slower tiers of Wi-Fi connections might not be fast enough to stream HD video content.
If the video quality is bad or it stops playing
1. If multiple people on your network are using the internet, your connection speed might slow down. Ask them to temporarily pause their internet activities.
2. If you're using a smart TV or streaming device, turn it off and back on again. If you're using an Apple device, restart it.
3. Tap or click the download button to try downloading the movie or TV show instead.*
We recommend the steps above because they will show you what to do if you can't watch or stream movies and TV shows on your Apple TV.
If you’re still experiencing the same issue, then we suggest trying the steps in the link below.
Troubleshoot your video connection in the Apple TV app - Apple Support
Please let us know the outcome after giving the above steps a try.
Thanks for using the Apple Support Communities.
Cheers!
Apple TV
