Netflix Problems

Anybody else having this problem? I had no trouble signing into my Netflix account (Instant Queue, recently played, etc...) but when I try to play something on the ATV it takes a long time to load then stops after two or three seconds. I tried this over wi-fi and with ethernet. I do not have particularly fast DSL but I watch Netflix on my Mac all the time with no problems. Also, I had no trouble streaming a movie trailer on the ATV. Just a Netflix bug? Any ideas?

iMac, Mac OS X (10.5.5)

Posted on Sep 29, 2010 8:25 PM

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Posted on Oct 1, 2010 6:45 PM

I spoke to Netflix support and they helped me fix this issue.

Solution: Switch from your automatic DNS settings to Google's DNS server. General->Network->Configure TCP/IP->Manual and pick 008.008.008.008.

Now, I was stumped a bit since I have an XBox 360 on the same network with no issues. The support guy said that Apple TV connects to their licensing servers a bit differently so this should fix the issue.
793 replies

Oct 9, 2010 9:16 AM in response to patdpoo

Aside from the DNS issue. There does seem to be something different in the way ATV handles Netflix streams. Because even when I had my original problem, I was able to browse Netflix content and queue just fine. It was only upon launching any title where I ran into the problem. Using Google's public DNS server finally resolved it for me. And apparently for some other folks here in this thread.

For others with Netflix problem, there is definitely something else going on.

I have to say though, for the most part...I like how ATV handles Netflix. There are some things they can polish upon, but for a 1.0 release and aside from the issues some people are having, I like their Netflix GUI the most. Before that, I used Netflix on my iPad, iPhone, PS3, XBMC with Playon and Wii. Funny thing is, the official Netflix apps and interface are always so slow and laggy. I really hated the long load time from initial start, then launching of the Netflix disc, and the logging in and finally GUI load of the PS3. What a horrible experience when they could have easily installed it to the PS3's local HD. However they get a point because their stream always worked. 😉

Since changing DNS for my ATV, my Netflix experience on the ATV has been trouble free. I'd like to also point out that I am hooked up via ethernet cable. As a troubleshooting step, have those of you having trouble with Netfix and making the DNS change didn't help try hooking up directly to your router via ethernet cable. Just to isolate the problem. I know it's troublesome but it would help us figure out what the issue is until Apple issue out an update or something.

Anyways, hoping that you all resolve your issue somehow. Good luck. Keep us reprise of any changes of updates you may have regarding the issue so we can properly help.

Oct 12, 2010 3:55 PM in response to CalebG

Do you have the same problem with all services, not just Netflix?

I did - renting a movie from the store, it told me "your movie will be ready in 950 minutes".

See my post earlier today - it appears that the wireless on some units may be defective - getting only kb/s - enough to download the menus (slowly) but nowhere near enough to support streaming. As I have about 15 wifi capable devices in the house and they all work, there's no way it's wireless interference. When I plug an ethernet cable in directly the unto works just fine.

Am getting the unit replaced today, and will advise how it goes tonight (should be about 7 pm PDT).

Oct 13, 2010 11:18 AM in response to davepaisley

Dave,

Just making sure I didn't misunderstand any details...

If you plug the ATV2 in via "wired" network, everything works, and everything is fast.
If you unplug the ATV2 and make it use "wireless", then only "local" content (e.g. streamed from iTunes on a nearby computer) is fast, but everything that has to come from the Internet (movies from Netflix or Apple) is slow and bounces you out.

Is that correct?

I have an original ATV1 (wired) as well as a new ATV2 (wireless) and am not having any problems BUT, unfortunately my ATV2 is in a room where it needs to be wireless. I have a 2nd ATV2 on the way and should be able to test this theory as it'll be installed in a location where it could use either wired or wireless (so what I'm about to suggest is untested), but here goes...

When a device has more than one type of network interface (e.g. "wired" and "wireless") they are usually treated as completely independent -- meaning that when they are configured via DHCP (from your router usually) they will not get the same IP address. Also any manual configurations you do (e.g. if you configure the DNS server to force it to the 8.8.8.8 address) while it's on "wired", this would probably not be remembered when you switch to wireless (you'd have to re-enter the information.)

Have you reviewed the network settings issued to the ATV2 after it was switched to wireless, and if so, is it different (e.g. DNS settings) than when you use wired?

Oct 14, 2010 3:00 PM in response to Matt Gahs

Matt Gahs wrote:
Maybe I can help clear up some confusion (while also saying i'm having the same "bounce back to menu" problem).

• I have never had the "Cannot play this movie" error.
• There are certain titles for me that, when I try to play them, it takes three to four times longer to load them (black screen with white pinwheel) than other shows. Normal shows take about ~15 seconds, these troublesome shows take ~45 seconds or more.


(snipped list of shows)

• I am on 2Mbps DSL, hard ethernet from the modem to an AirPort Extreme, from there hard ethernet to the Apple TV. No wireless devices are enabled when this issue occurs.


A 2Mbps connection is very slow. The issue you're experiencing makes sense.

There are two different issues at play here.

First, the producer of the video content gets to determine what quality level they want to use for video compression. While a lot of people get hung up on how "hi def" something is, they're typically thinking along the lines of whether the video is in 480p, 720p/i, or 1080p/i. Unfortunately it's not that simple. A movie recorded a 720p but with very low compression (e.g. high bitrate), can look better than a movie recorded at 1080p but with very high compression (e.g. low bitrate). The 1080p video will only look better if it's bitrate is better than the 720p video.

Second, there is no uniform speed for playing movies. Movies have variable bitrates.

If you were to use a digital camera to take two pictures of different subjects, but didn't change any camera settings (same resolution and compression level) and the camera records the pictures as "JPEG" images, you'd find that every picture has a different file size when saved to disk... even though the resolution of the camera didn't change. The file size depends on the complexity of the image and how well it could compress.

Movies aren't still pictures, so they employ a few other tricks to reduce bandwidth and take advantage of the fact that two frames of video, when compared side by side, are often nearly identical. So rather than transmitting a full frame of video, it's only necessary to transmit the differences between frames. You could overlay a grid of squres on the frame (like a checkerboard). If the contents of the first square in the grid (say the upper-left corner) is identical to the same square in the 2nd frame of video, then you don't really need to transmit that frame. In reality it's a bit more complex than this, but you get the idea.

If the scene is still (camera isn't panning, zooming, changing focus, etc. but is mostly just still and very little in the scene is moving.) then the differences from frame to frame will be very small. That segment of video will compress extremely well. But if the opposite is true and just about everything is changing all across the scene, then in comparison, that scene wont compress nearly as well and will require a higher bitrate & thus higher bandwidth from your network.

Basically the "bitrate" of a movie will vary during playback. I suspect what you're encountering is that many (most?) of your movies & TV shows are compressing well enough that the Apple TV doesn't have to buffer very long before it's able to start playing. But just occasionally you hit upon some content that's either recorded at a substantially higher quality OR it's just demanding higher bandwidth because of the way it was filmed.

The fact that it takes 45 seconds or longer for some content, but only 15 seconds for other content, is not necessarily any cause for concern.

Oct 16, 2010 10:09 AM in response to CalebG

I had the same problem where Netflix selections would take a long time to download and then drop after 2-3 seconds. I have Verizon FIOS and worked with tech support to update my Actiontec M1424WR router to select a difference channel for frequency and increase the number of channels to use. This improved download speed and, at least in a couple of trials so far, did not drop Netflix selections. Try it out yourself. Could be that you just need to change some router settings to improve your access. It's worked for me so far.

Oct 18, 2010 11:24 AM in response to CalebG

Ok, I am having the play for a few seconds and kick back to the play page. Worked flawlessly for about a week then about 75% of the titles started with the issue. Tried a restore, no help, and the DNS work around, helped only about 25% of titles have the problem. Now interesting fact that apple engineering bit on hard is, that once the programing starts to play if I pause it before the flashback to the play page, I can fast forward or reverse through the entire movie or program. But, no matter at what point in the movie/program from which I let it play it does the revert to play page. And it is isolated to particular titles. Based on the ability to fast forward / reverse the support supervisor and engineering seemed to think this totally eliminated bandwidth as an issue. I am on COX 3Mbps and do not have problems streaming with my laptop on ESPN360, hulu, youtube. There seems to be a software issue between the ATV on apples end and netflix on their stream end and not bandwidth. Others may want to check if they can pause before the throwout to the play menu and fast forward/reverse and report it to apple if so. This will help engineering get closer to whether it is a apple issue, bandwidth issue, or a netflix issue. Apple is being great about this and really working at figuring it out. We need to feed them as much info as possible about what is going on and work through it with them. The more data they have the better they can get at it....

Oct 30, 2010 9:29 AM in response to CalebG

I have been an Apple fan since the days of my Bell and Howell Edition of the Apple II (my first Mac was an SE 30) so this ATV not working with Netflix was very disappointing. After trying many of the solutions listed I finally solved the problem with my queue and it was surprisingly simple. I went to settings and under general and checked software update. The ATV replied I had the newest version but I still had trouble with my Netflix queue and episodes bouncing back out of play. I turned on "send data to Apple" and went under the reset menu and chose "restore." (I had previously tried to just "reset" and that did not work.) The ATV downloaded all of the software and then worked without a problem. Two things I wonder about: 1)I usually like my privacy and didn't like turning on the send data to Apple but I figure Netflix tracks everything I do anyway and there is no way around that so not a big concern. From a software vantage point this seems silly but I had tried other variations of fixing the problem that did not work and this did so go figure. 2) My thought is that Netflix and Apple are both trying to save face and not admit a software problem that was not caught before the new ATV launched. My guess is that even though I had the latest software version when I restored the ATV it downloaded a patch that is not being freely admitted to by either party. Regardless - everything works now and I really like the new ATV.

Nov 10, 2010 7:40 AM in response to CalebG

Ok, I WAS having the same issues with ATV not logging in to Netflix and telling me to try again later. It started in the evening of 11/8/10 around 5pm until about 8pm, but came back on. The next night (11/9/10) at 5pm the same thing happened but it wouldn't come back on/connect.

Now, I NEVER lost the ability to watch Netflix through my computer or our Wii system, just the ATV.

Anyway, through the recommendation of another member who posted in this thread, I "restored" the ATV, forcing it to download the software update. After the restore, i started getting the "error" messages that others had mentioned (i.e. 114:500).

I then went online to access my "account settings" in Netflix and "deactivated" my ATV.

I unplugged my ATV to reset it and then logged back in to Netflix. The first time it didn't log in for some reason but it was showing movie suggestions on the main menu screen. So, I clicked on one of them and was able to play it. Then I went back to the main menu screen again, and I was able to access my Netflix account.

This is what I did and it is still working today. We will see.

I hope this helps some of you.

Nov 10, 2010 8:00 AM in response to JFN69

Here is what today brought.

Firstly, I discovered that after restoring the ATV, my problem logging into Nextflix was because I was using the wrong email address. After fixing that, I could login but still got the "cannot connect to Netflix service" message with no numeric code.

Next, I called Netflix and, after explaining that I had already tried changing the DNS to 8.8.8.8 and power cycling the ATV, which sometimes worked and sometimes did not, they suggested that I power cycle my Airport Wireless router.

That solved the problem for now. The Netflix rep indicated that if the problem persists, then the router may need to be reconfigured.

Oh my. One more day in which to return the ATV to Amazon. What to do? What to do? Life on the bleeding edge of technology!

Needless to say, my iMac, also on the wireless network, has no problem playing Netflix videos.

Nov 26, 2010 11:25 AM in response to Bobbotov

Bobbotov wrote:
So how do you explain the fact that the problem was resolved the first time when I updated AppleTV and the second time when I rebooted AppleTV?


Coincidence. You cannot claim a 'fix' because the fixes listed in this discussion did not universally work. As I stated, they did not universally work because there was not a problem with the AppleTV itself. Unfortunately, nobody practiced anything resembling a scientific method to be able to prove conclusively what a 'fix' was. I don't claim that some of the AppleTV's couldn't have been defective, but there was far too much noise to signal to be able to tell who had a legitimate hardware problem and who was a Netflix account problem.

As far as proof goes, there is this : http://discussions.apple.com/message.jspa?messageID=12452725#12452725

And I am not alone in posting this information. I have spoken to both Apple and Netflix tech support at length, and Netflix tech support admitted it was an account-based problem on their end of things. And there is also the fact that I didn't change a single setting on my AppleTV and it started working, which is in line with the information I received from Netflix.

This is not directed specifically at you, and shouldn't be taken as if it were. The people who do post 'fixes' on these forums should only do so if :

They have the patience for the scientific method.

They change only one thing at a time, and record the result.

Track the effects of each and every change made.

Only after all potential changes have been exhausted should the analysis begin.

Post only after you have solid proof what you say is true.

The second someone says 'that didn't work for me' means either you got it wrong, or you made the wrong assumption about what was the cause. It also sends people off on wild goose chases seeking fixes which do not exist when one jumps from change to conclusion. Please don't mistake this for a rebuff saying people shouldn't post, as that is not my intent. What I am saying is if people want to truly be helpful they should be far more disciplined about the methods they use to reach conclusions, and really should take a deep breath or three before posting any 'fix'.

Nov 27, 2010 9:17 AM in response to davepaisley

davepaisley wrote:
Please brush up on your reading comprehension and read everything I wrote.


Physician, heal thyself.

I have carefully turned everything off, rebooted the cable, router and turned
on only the ATV2 - same problem.


Have you eliminated the settings of the router as being a problem? In other words, have you added the AppleTV to the DMZ where the router would not interfere in any way with the internet connection between the AppleTV and Netflix and tested the AppleTV to see if the problem continued?

The odds that the exact same problem which appears to be affecting you exists in two different AppleTVs, picked at random and sent to you are infinitesimally small. They approach impossibility. The fact is that something at your residence is causing the problem, and I would be willing to bet you a steak dinner if you took that AppleTV anywhere else and hooked it up wirelessly there would be zero problems. That's also a troubleshooting technique, by the way.

And yes I tested the bandwidth (12Mbps) and no, none of the other devices have a problem.


None of your other devices have the bandwidth requirement of the AppleTV. Again, what good does it say to report that all Chevys are running fine while your Ford is broken down? It proves nothing about why your Ford is broken, or what the solution is. Adding your AppleTV to your router's DMZ would.

Regardless of why, the fact is the ATV2 is the only wifi device that has any
problems in my house and is more finicky than any other wireless device I
own, and it seems to be quite a widespread problem.


Netflix disagrees with you about the prominence of the problem, and if anyone would know one would think it would be they. Claiming everyone has a problem, or more people have a problem because you have a problem solves nothing.

For a device that is supposed to be literally plug and play, that is a major failure.


The only major failure here is on the part of people who refuse to use any logical testing procedure to eliminate all possible causes EXCEPT the AppleTV. People are making huge leaps of 'logic' bereft of any fact to back up their claims. If you add your AppleTV to your routers DMZ *WITHOUT CHANGING ANYTHING ELSE* and report back the results it would be a tremendous service and might actually draw us closer to a solution than the workout you are getting by jumping to conclusions.

List of ports that may be in use by Apple TV :

TCP port 53
TCP port 80
TCP port 123
TCP port 443
TCP port 3689
UDP port 5353

List of known ports used by Apple Products : http://support.apple.com/kb/TS1629

Please set up the DMZ to the AppleTV according to the instructions of your router manufacturer, and report your findings back so we may move forward in finding a solution. Thanks for your help!

Dec 6, 2010 5:12 PM in response to CalebG

I was having the same issues: very good (consistently over 10mbps) internet download speeds; Netflix working fine on my Macbook; everything else on the Apple TV working just fine; but Netflix has sucked since the latest update. It would buffer every 10 min. or so no matter what I watched.

The I found this post:
http://discussions.info.apple.com/thread.jspa?messageID=12387092&#12387092

Just changed your router and Apple TV DNS settings to Google public DNS: http://code.google.com/speed/public-dns/docs/intro.html

Ever since then (2.5 hours as of now) my Netflix has worked great with Apple TV.

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