Apple TV App Problems on Firestick: Video Not Available message

Phoned Apple just now (Saturday 16th) and they were not really very helpful. Kept repeating the line “our engineers are working on the problem” . When I asked how long this would take, or how I would know it is resolved or how wider problem it was, they kept repeating the line “our engineers are working on the problem”.

So I am none the wiser, and unable to watch Apple TV for which I pay a subscription. I’ll give it a few days and then cancel, I can’t waste my time on this. Once more people do this perhaps Apple will be a little more helpful.

This has been one of the most frustrating weeks ever! After months of the Apple TV Plus app disabling all sound on every platform of My fire TV stick now this seeming error message preventing me from playing any content. Finally last night a representative admitted they are aware of the issue. I'm thinking of pivoting to a Roku express. Does anyone know if that devices experiencing the same depressing glitch?

First of all I your response was telling people to read the comments above when its not the fix for all scenarios. I said no offence, which I truly meant. You said "grow up" now you are saying you hope "your attempts fail" who is the rude one now??? Maybe you should take your own advice.

I was having the same problem, it was on a newer version of the firestick. I reconnected my older firestick and the problem was gone. So I believe it is a problem between Apple TV and the newer version of the firestick

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.

Hi. I did the same thing in the same result occurred. I was able to watch two shows and then the video error message returned. I even did the same troubleshooting you were mentioning and now I'm back to square one. They obviously know this is occurring. Did they give you any ETA on engineering is planning on fixing this?

Update: After fixing a different problem with my Firestick remote (it was set for the wrong type of TV so the power and volume buttons weren't working), the update appeared and after completion all seems to be working correctly again. OS 6.2.9.8 (NS6298/4760)

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.

Thank you to everyone for taking the time to report and help to duplicate the issue with Apple/Amazon. I installed the FireStick update this morning and everything works fine now.

Thank you to Apple/Amazon for resolving the issue too. I guess I’m not as frantic as some living without a particular streaming service for a few days because I think the response was pretty reasonable. I know that testing all the devices/streaming services even after a minor fix can take quite some time.

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.

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.

Our Apple TV app is not working with our amazon firestick. We scheduled an appointment to troubleshoot. On the call just now, got transferred to tech support and the guy says “I don’t know what a fire stick is can you describe it to me?” Is this real life!?!? Then they put us on hold and the call dropped. I can’t deal! Anyone have a fix?

Had this issue for about a week now. Did all the troubleshooting the past few days and constantly checked for updates. Called Amazon today because I was tired of it, and there was suddenly an update for my device that fixed the issue. So everyone in this thread, check your device because I think they just released the fix