Level 1

72 points

AppleTV on LG webOS "Couldn't Load Video"

This is a strange problem. I have tried everything that I have found in Google searches on this issue.

If I play any AppleTV content, it briefly plays the Apple intro, then tries to load the stream. But this fails every time, and it shows the error "Couldn't Load Video / Check your internet connection then try again." What is strange, is this only happens when the Apple intro is played. If I play an episode that is already in the middle (so no intro sequence) it plays fine. Everything else works. As noted, I can play episodes that are already in progress. But I can't play anything from the beginning. To be clear, my internet connection is fine. I can play everything in my Apple TV library. Netflix, Prime, Hulu, Youtube, Youtube TV, Disney+, Max, and Peacock all work. LG channels work. It is just shows on Apple TV, that play the Apple TV intro sequence.

What I've tried:

Checked that the TV has the latest software
Restart TV
Delete & reinstall the Apple TV app
Unplug and plug in the TV
Restarted my Verizon FIOS router
Checked network settings on my router
Tried with IPV6 on then back off
Tested on wifi
Tested on wired ethernet

None of this makes a difference- all other streaming services continue to work, the Apple TV app fails.

This is a new LG TV from Costco:

Model 65QNED85TAA.BUSELKR

WebOS version: webOS24 / 9.1.0-46

Apple TV 4K, tvOS 17

Posted on Aug 24, 2024 1:36 PM

Top-ranking reply

jwykoff454

Level 1

30 points

Posted on Nov 18, 2024 6:38 AM

There is a workaround. You shouldn't have to, but it is what it is. You have to fast forward past the recap or trailer introduction. On some shows it is about 2 minutes in. On some it can be more than 4 or 5 minutes in. Once you get past that it will play. It is an Apple issue, not your tv. Hopefully Apple is seeing these posts and working on fixing it.

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Similar questions

90 replies

Dec 28, 2024 9:11 AM in response to CarlGLA

I have the same issue. All you have to do is fast forward past the Apple intro and your stuff will play. So bizzare.

nex0

Level 1

12 points

Nov 1, 2024 11:49 AM in response to E_r_i_c

Hey all,

I have just updated both the LG WebOS and the Apple TV app , and it seems to have fixed the issue!

(date: 01/11/24)

Dec 13, 2024 6:31 PM in response to Mike_Summer

Working for 48 inch LG OLED B4. I tried reinstalling the app and pausing before the error then going 0:50+ worked. Thank you everyone.

CarlGLA

Level 1

44 points

Oct 10, 2024 2:31 PM in response to nex0

We found that if you start the program

online then continue to watch on tv it works. It’s a horrible experience. And yes it appears tied to the Apple+ logo starting each program

Nov 20, 2024 2:04 PM in response to E_r_i_c

I had the same issue, I found that if you skip 20 seconds or so it will play like normal

T-riz

Level 1

8 points

Jan 4, 2025 9:51 AM in response to E_r_i_c

What has worked for me is starting the episode on the AppleTV app on my phone then continuing on the TV. Annoying but successful so far.

Mbglos01

Level 1

8 points

Dec 2, 2024 2:44 PM in response to E_r_i_c

Same here. New LG TV. Only solution to skip intro screen and recap.

Hopefully there is a fix soon. This is basic functionality!

CarlGLA

Level 1

44 points

Jan 17, 2025 8:46 AM in response to E_r_i_c

Pt 2 - we did complete the new update released this week. No issues after the update

Nov 20, 2024 3:47 PM in response to E_r_i_c

Same issue for me on my new LG 65UT7550AUA TV. Have a 500mb fiber service both up and down. Stream everything else with no issue. Get the Could not load error for any AppleTV show initially. Usually takes 3-4 tries for it to work. This has to be an apple issue with the app as it’s the only thing failing.

E_r_i_c Author

Level 1

72 points

Dec 22, 2024 3:01 PM in response to E_r_i_c

Just a quick update. Right after posting this message, I contacted Apple support. I spent hours with support! They even had me send in a video of the error occurring. After all this, they said they'd send it to engineering. About 2 weeks later they emailed me and wanted me to go through some more troubleshooting, basically everything I had already done but this time with logs turned on (and they wanted me to capture the logs on my phone camera). At this point I was no longer at the home with this TV, and I didn't have any more time to waste on it so I did not follow up. With so many people having this issue I find it really surprising that Apple would let this error sit out here so long. But I suppose if someone wants to devote a lot of hours to working with Apple support on the issue and capturing logs for the engineers, it might help.

Dec 26, 2024 11:53 AM in response to E_r_i_c

I've just bought LG B4 and when using

apple TV app from virgin TV box it works fine.

But when using the app from webos the only think that worked for me was to press skip recap as soon as the option shows up.

darjako

Level 1

8 points

Jan 5, 2025 1:52 AM in response to E_r_i_c

My TV is from November, since I replaced it. The app worked ok on the SamsungOS.

I noticed it plays normally, if I skip the first 10s of the video. But never from the beginning.

Must be an issue with LG’s OS.

Oct 31, 2024 5:54 PM in response to E_r_i_c

Omg thank you! This has been driving me crazy and fast forwarding for a bit is working!

rutvijs

Level 1

14 points

Dec 9, 2024 9:24 AM in response to E_r_i_c

I am facing the same issue but found a workaround, try to airplay the show from your phone after a while stop it and restart the tv, it works sometimes

Jan 17, 2025 3:10 AM in response to E_r_i_c

My LG TV received an update 2days ago for the AppleTV app. I did not observe these issues anymore since that. Don’t want to be hasty but maybe thats fixed?!

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AppleTV on LG webOS "Couldn't Load Video"