Apple TV video freezing, audio continues

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Level 1

11 points

Apple TV video freezing, audio continues

Have an issue where my Apple TV video freezes for a few seconds but the audio continues just fine. Happens on a variety of streaming services (Netflix, Apple TV+, binge). Apple TV is connected via Ethernet (Also tried over wifi). This has gone on for 3months or so and is getting worse.

I recently upgraded by whole network and the issue is still happening. Wifi/Ethernet speeds are consistent (over 50mbps). No other issues on the network.

Tried changing frame rates, no change.

Tried a factory reset, no change.

I recently tried using Netflix through the Samsung smart TV over wifi and it works flawlessly.

This leads to believe it’s the Apple TV itself having an issue. Am I missing something?

Posted on Oct 14, 2023 3:11 AM

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Answer 1

Lissy_12

Community Specialist

Oct 15, 2023 8:19 AM in response to Moorej9090

Hi Moorej9090,

Thank you for using the Apple Support Communities! We would recommend the steps in the following guide below that can help. Although the issue your experiencing is different, the steps are still relevant as they test the HDMI cable connection to your TV:

If your Apple TV doesn't turn on or shows a black screen

If the issue remains, we recommend that you reach out to Apple Support directly to take a further look. Please reach out here:

Apple Support

Hope this helps!

Have a great day.

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Answer 2

Moorej9090 Author

Level 1

11 points

Jan 29, 2024 4:50 PM in response to cjustinstockton

No resolution yet. I call apple and they said take it into a store for a service, they ended up giving me a new device, but the issue is still persisting.

Ive been back and forth with support a number of times and sent them a diagnostics file 2 months ago but they still don't have an update for me. They have said they will contact me shortly (so I'll keep you posted).

My TV is a samsung S95B and I have a Sonos Arc, sub and surrounds. I've tried without the these connected so I don't believe it's part of the issue. I did also try the device on my wife's computer monitor (coincidently also samsung) and had the same issue.

Below are some other things I've tried:

Restart

Restart router

Software update

Factory reset

Changing frame rate

Turn of setting on TV (smoothing etc.)

Connection via Wi-Fi and Ethernet

Checked the HDMI connection (looks good) but still tried a different cable

Tried a different HDMI port

Changed out router

Updating TV software (3 different updates havnt made a difference)

My only thought now its that it must be something to do with the AppleTV OS and its connection with the TV. Its at the point now when I just use the built in TV apps until tis resolved as its too frustrating

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Answer 3

Jan 29, 2024 4:39 PM in response to Moorej9090

This is happening to me as well and still getting worse. Did you have any luck finding a fix?

Curious… what tv/audio setup do you have? I’m wondering if that’s a part of the equation.

The “Community Specialist” apparently didn’t even read the post before giving their copypasta canned answer. 🙄

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Answer 4

Jan 29, 2024 4:39 PM in response to Lissy_12

Deleted.

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Answer 5

Mar 19, 2024 10:48 PM in response to Moorej9090

This happens to me when I connect my phone to the TV , the video stops but the audio continues , I have to close the stream and reopen it, it happens every 20 mins guaranteed.

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Apple TV video freezing, audio continues

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