Apple TV App Problems on Firestick: Video Not Available message

The initial guy escalated me to a senior support person named Laurie, who was great. After over an hour she read through various reports entered by the engineers and added my input. I may need to send send them a video of my TV of what happens from start to finish of logging on to Apple TV+ >> Playing a video>> error message.

I'm to call back in a day or two with my case number to get an update and see if they want the video. She was very thorough. She also helped me with a non related issue I was having with my iPhone. :)

I will update when I talk to them again. I have to agree with @happypr about it being an Amazon issue. Maybe I'll post on their firestick forums if that even exists.

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.

Weird. This actually seems to be working. Why the heck does turning OFF HDMI CEC fix this? That is strange.

I never used the feature anyway, so it works fine for me until they get an actual fix. Thanks for posting this.

Update. My Fire TV Stick 4k is on OS 6.2.9.8 (NS6298/4759) and The Apple TV app is on version 13.5.2. With HDMI-CEC enabled, the videos fail to play for more than 30 seconds.

I have no update available (either for the Apple TV app, or the Fire TV OS). I also found that with HDMI-CEC disabled, I can still get the video to fail if I rewind to an earlier point in the video and try to playback from there. Still not a great experience.

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 she gave me did not work but I found this on the web: Amazon Fire Stick Customer Service Phone Number:

United States: 1-888-280-4331

United Kingdom: 0800 279 7234

Canada: 1-877-586-3230

They recommended a chat instead. Went through normal waits with computer assistant- human helper-connected me to "fire stick helper" They said it was Apple's (3rd party app) issue and of course Apple says talk to Amazon. Just glad to know that I'm not the only one having to deal with this.

Ironically, I've watched more than two dozen Apple TV selections through Fire Stick over the past two years without a problem. Now whether it's a newly released season for Morning Show this week or old movies like Palmer, in less than a minute the "No Video" appears.

When I play these back through an Apple TV "puck," it works fine. Now to make it more confusing, I have three Fire Sticks, and it only does it on two of them.

The first three times I complained about this, over the summer, and in September because it is a repeated problem, they told me it must be my Internet. They gaslighted me at Apple TV. I am so happy to hear that they are taking this seriously now. I was just about to cancel my Apple TV+ account. Here's a workaround though. I have no problems watching it on my phone or my iPad and I just airplay it to the big TV monitor. The images are crisp if your Internet is good and you get to watch your shows.

I just updated the FW on my Firestick, it resolved the issue

1 (800) 275-2273

Give them a call. Faster and easier than chatting, by far.

I have the same issue. Called Apple support today and they said the engineers are investigating the fire stick issue. No time frame for getting it resolved.

Had the same issue made me crazy. Fixed it by manually updating my fire stick and actually uninstalling the Apple TV app completely. Working great now

For me, after updating the firmware, you have to restart the Fire TV. After the restart, Apple TV starts to work.

I too contacted apple support, 1 1/2hrs on chat troubleshooting. Need up it needs moving on to a senior guy. Promised a call back today. Shock - no call back despite having email confirmation. Still not working today. It’s now been all this week.

btw it also happens to Apple TV shows - ted lasso for example. 30 secs same message.

I have also tried everything you mentioned with no luck. I have another fire stick located in the same room as my modem and AppleTV works fine on that TV. My big smart TV is located across the house and that is where my issue exists. However, regarding connectivity, I stream Prime, MAX, Paramount+, Netflix, Hulu, Disney ALL WITHOUT ISSUE on that TV. Apple is the big problem! I hope support comes up with a work around for our problem!