Apple TV App Problems on Firestick: Video Not Available message

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! :-)

I didn't access support through a phone number. I started with a chat support and then they ended up calling me to discuss further. Start here: https://getsupport.apple.com/products

Then scroll down to More Devices and Services and select Apple TV+. From there I selected that I needed Streaming Support. It gives a message "See Your Support Options." Select Continue. If you scroll down you will see 2 options, Chat or Call. If you select Call you enter your info and select an appointment time for someone to call you. I selected Chat and was able to get a support person relatively quickly. They then moved it up the chain where a higher level support person called me. Still no resolution yet. My follow-up call is scheduled for Saturday. Hope this helps!

Edit: I'm the original author of this thread. Just realized I was signed in with a different Apple ID with this response.

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.

These are the steps I took, in order....and it ended up working. Have you tried all these?

1. Checked that the FireTV was up to date at software level
2. Deleted AppleTV app and reinstalled
3. THEN...when that did not work, called Apple and turned OFF HDMI CEC
4. That fixed the video issue BUT next morning I had to power down/up the fireTV by unplugging it to get it to start
5. Once powered up, video still worked and I noticed an Apple Update had been delivered to the FireTV.
6. I turned the HDMI CEC setting back on (assuming being OFF caused the FireTV power up issue).
7. Rechecked that both FireTV and AppleTV app were up to date on software
8. All has been working since

Good luck!

Also- I contacted support. Extremely unhelpful. I explained everything I did and they kept asking what I did and they seemed extremely confused. They seemed to have given up and assumed I had an Apple TV when I said multiple times I had a fire stick

This is happening to me too on my main tv and Firestick 4K . I have a regular older Firestick in another room and Apple TV is working fine. Apple TV works on all my other devices too. I switched out the newer Firestick with the older version on my main tv and I did not get the Video Not Available message. I also tried the newer Firestick on the other tv and it gave me the same Video Not Available message. So it must be a compatibility issue with the newer Firesticks and Apple tv. I spent so much time trying to follow all the Apple app suggestions and turning off my router. This is frustrating for sure but at least I know it’s not my wifi or tvs. Either Apple or Amazon are to blame and need a fix. One of them probably did an update that screwed up the other.😳

I have used the same fire stick for at least 5 years, and up to this week Apple tv streamed fine. I have used another fire stick for about 3 years on another TV and it streams ok. Not sure what edition of fire stick either of them are.

Hi all, I went through all the normal trouble shooting with 1st level support, no resolution. I asked them to add this discussion group to my case and escalate as it is a wide scale issue. I have a call scheduled this morning with Apple senior team support (I guess that means an escalation support team member). Will update the discussion board after that call.

I have had the same issue since yesterday..I have done everything, Fire stick up to date..Apple TV app not showing any updates..cleared cache and data, uninstalled the app and reinstalled..unplugged router..restarted fire stick..everything you can think of I have done it. Apple TV working fine on my phone on my wifi so nothing to do with internet connection as the message says..

actually, by us many of us calling them and raising the issue - (Apple guy said they have had loads of complaints raised about it).... it will hopefully speed up 'fixing' the problem. They are logging all the complaints

Update - just spoke to support ( lucky to get a guy in Ireland - so English spot on).

Apple fully aware (1000s reported it). Apple working on it, no fixed time for repair, but needs an app update, due to firmware update causing the issue. He says, apple will patch it asap, these should only take days. However, it’s been days now. He says, now it’s a bigger problem, they’ll have to action it!

we will wait and see

I had another call and this time they screenshared with me. They grabbed the analytics json code and documented the Luna player error code and had me send video of the video playing and then stopping. I hope this doesn’t take forever to resolve, but happy that everyone is at least acknowledging the issue now.

Thanks to all the techno nerds here who I did not find till after spending 5 hours doing all the things! Had to watch the Foundation finale on my 14 yr old little tv (app works fine there). Wish I had found this thread 6 hours ago

I have been experiencing the exact same issue. Did all the things including uninstalling the app along with every other action. Though I was losing my fixit touch and am so glad to hear it’s not just me (though I am sorry that all of us are dealing with this). I hope they manage a fix soon. I’ve not been enjoying The Morning Show in 30-second increments so I gave up. Hope we hear something soon. Thanks to those doing the chats and calls to A & A.

We have several fire sticks. The problem on our end appears to be limited to the fire stick 4K. The fire stick 4K max doesn’t have this issue. Hopefully if Apple and or Amazon are reading these posts, they’ll see that and it will help them with their fix.