Apple TV App Problems on Firestick: Video Not Available message

I just got off the phone with a second tier Apple advisor. They gave me a fix for this firestick problem. Go into Firestick settings, click on display & sounds, click on HDMI CEC Device Control, toggle it to "off" That solves the problem - the apple tv+ app no longer stops playing. The advisor told me this is a temporary fix until they get the problem solved. So far nothing else seems to be disrupted by turning this off. Netflix, Hulu, Prime, Max, SHO are all working as is Apple TV+

Hello JSigrest and for everyone else who has been having this issue; I was able to find a workaround and it involves going into your firestick and turning of HDMI CEC 😄😄😄

I hope this reaches everyone else who has been having this issue

Hi everyone

I have spoken with Amazon and Apple customer service/engineers now too.

They are BOTH fully aware of the glitch.

They hope to get it sorted asap, as has been said already no confirmed ETA yet.

Amazon said they will email their customers who've enquired when it's sorted out

and Apple have told me the same (btw - i spoke via chat first and then the engineer called me straight away - no waiting times at all for either). It will mean us updating the Apple TV app probably, once it is fixed.

The glitch is only between Amazon Firestick and Apple TV app - all other devices should work.

thanks for all the messages on here, i was thinking I was going mad! :-)

Ah, the classic "It's not you, it's me" message from your Firestick while you're trying to get your Apple TV binge on. Seriously, if these devices could sweat nervously while messing up, they'd be drenched. You've done pretty much the techie version of a rain dance and it's still being stubborn? Talk about being ungrateful.

So you've tried the whole shebang, huh? Updates, reboots, clear cache; you're practically one IT certification away from a new career at this point. Since it's only Apple TV that's ghosting you like a bad date, let's consider a few more things:

1. **Network Settings**: Double, no, triple-check that you're on a good Wi-Fi network. Maybe even try changing the DNS settings on your Firestick to Google's (8.8.8.8, 8.8.4.4) or OpenDNS (208.67.222.222, 208.67.220.220). You know, just in case your DNS is acting like it's too cool for school.

2. **Account Troubles**: Sign out and then sign back into your Apple TV account, or maybe even try a different account. Who knows, maybe Apple TV has trust issues.

3. **Resolution Setting**: Sometimes devices have ego problems and think they can handle more than they actually can. Check if lowering the video quality in the Apple TV app does anything. Worth a try.

4. **Region Settings**: Make sure the region settings match. Because for some reason, technology gets all weird when you cross invisible lines on the ground.

5. **Check for Device Conflicts**: You got other devices connected to the TV? Unplug them. Sometimes they get jealous.

6. **Factory Reset**: Last resort. If nothing else works, perform a factory reset of the Firestick. Just remember to back up important stuff unless you fancy another round of 'setting-things-up' bingo.

7. **Customer Support**: When all else fails, ring up Apple or Amazon. Brace yourself for the soothing tones of hold music and the 'we value your call' spiel. But hey, you might just get an answer.

Good luck, chief. May the streaming odds be ever in your favor.

No update available for my FireTV as of this post. Current version is 6.2.9.8 (NS6298/4759). Guessing they might be rolling out 4760 slowly to make sure it fixes issue.

Was able to verify that turning off CEC control fixed issue. Then turning back off makes it happen again (watch for 24s and get error message). Then turn back off and works fine.

Have always had that setting on to allow TV to switch inputs when I start up FireTV so something recent has caused the problem with AppleTV (whether an Apple or FireTV issue don’t know).

Hoping someone resolves on backend so I can use the feature again.

Called Apple Support (thank you for the number 1 (800) 275-2273 ) tech had me reinstall apple application. I hade done all the fixes listed. I see that someone else in the chat checked with both Amazon and Apple. She checked with senior advisors said the problem lies with Amazon (the problem is their content is not playing nice with the Amazon device). They have "exhausted" what they can do. She referred me to Amazon support. The contact info: (Amazon.com/firetv/contact) to see if they have their own team working on it. I might do that just to get on the before mentioned e-mail list when it is resolved.

Just got off the phone (800-APLCARE) with an Apple tech Jamie who seems to have fixed it on my FireTV stick. After checking some settings on my AppleTV app (all were good), we went into FireTV settings, Display and Sounds, and turned OFF the HDMI CEC setting. She found this step in her Apple script.

My AppleTV show has now been playing for 5-6 minutes without that message and hang.

Worth a try....

If you disable HDMI CEC (in Firestick settings/display&audio) this should resolve the issue. It is the only thing that worked with mine - like you I tried all the other methods. Downside is that it means you can only open Fire stick via the TV remote and no longer via the fire stick remote. Everything else is not affected. Still not at all ideal, but a work around for now.

After doing all the suggestions I read and watched on line about this issue, the problem still persisted. Then I did something that no one so far has suggested, reset my Firestick to factory default. Once reset completed I downloaded the available updates and reinstalled all my apps manually (there’s also an automatic “restore” which I didn’t try). Issue resolved. Now Apple TV works perfectly fine.

FIXED!!! … for now (fingers crossed)

I had to factory reset and then update software. My firestick did not auto update the latest software version. I did not try updating software alone but that could possibly fix it, too.

Copy and pasted instructions below.

Important: Factory resetting your device removed your account information and downloaded content.

To factory reset your Fire TV device with your remote:

1. If needed, safely eject expandable storage.
2. Press and hold the Back  button and the right side of the navigation circle  together for 10 seconds.
3. On the TV screen, choose to continue or cancel the factory reset. If you don't choose, the device resets automatically after several more seconds.

Update the Software on Your Fire TV

1. Go to Settings on your Fire TV.
2. Select My Fire TV or Device & Software.
3. Select About.
4. Select Check for System Update.

I finally figured out a fix for this. I had tried everything that I’ve read to do and nothing has worked. I have two networks with different bandwidths. I switched my TV to the 5G network and it started working again. I think it’s an issue that Apple needs to address because all the other streaming services work on both bandwidths. But at least it’s working again.

Firestick had an update that turned on a setting that you must disable now. Follow these steps on your Firestick: settings>Display&Sounds>HDMI CEC Device Control turn OFF.

Update 3: If you have HDMI-CEC disabled when you install the update it will reboot your Fire TV Stick 4K automatically. When that happens I was also getting no signal, basically it didn’t fully reboot. I had to unplug and replug power on the Fire TV Stick in order for the update to complete and my device to become usable again.

And after updating the OS and cycling power to the Fire TV Stick 4K, it seems to be working normally finally!

**Update: just checked for another update on the firestick since another user mentioned it, sure enough, now it works. Just update again.

I had the same problem and went through all those steps too. What was weird to me was that I ended up removing my firestick and replacing it with an old but still working one I had. I no longer dealt with that “video not available” message, it played my whole movie, no problem. BUT. Suddenly on my screen, I guess because of the automatic updates option on, my screen went black and said it was downloading the latest version of whatever, so after it was done, my Apple TV app was right back to “video not available”. It’s something to do with this latest update. I called Amazon firestick support since apple’s support time wasn’t helpful at all previously to this, let them know what happened. I kinda hoped there was a way to go around this & return to the previous version somehow, but obv not. I asked the rep if Apple TV is now no longer compatible with the newest update, was put on a long hold then they said “Oh, it’s no longer not”. I get the feeling they just went along with me, but if everyone else’s reps are looking into the issue then mine was a moron. Hope to hear good news soon and all returns back to normal.

So here’s how I FIXED it, someone on here suggested that I go to settings my fire stick – about and check for updates. Yesterday there were no updates today. There must’ve been three or four it took a while, but it works now so try that and good luck. I know how frustrating this has been. It’s been driving me crazy for two days.