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Tula_Girl Level 1 Level 1 (0 points)

I've purchased a TV series through Apple TV (iTunes) and the video keeps stopping.  The audio continues while the video is frozen.  I am not having this issue when I stream Netflix content through Apple TV, but it is happening repeatedly with purchased iTunes content. 

 

After seeing this question posed all over the internet, one of the suggestions was to reset Apple TV.  I did that, by holding "Menu" and "down" for 6 seconds. Apple TV started again quickly and I tried to watch the content, same problem.

 

Can anyone suggest a solution for this?


Apple TV (3rd generation)
  • Jeff121921219 Level 1 Level 1 (0 points)

    I'm having the exact same problem with an Apple TV, just purchased today. Purchased iTunes movies and TV shows play for about 20 minutes, then the video freezes. If I hit menu to back out and the restart playback from where I left off, I can watch another 20 minutes or so until it freezes again. Restarting does not fix the problem.

  • Marc Stakey Level 1 Level 1 (0 points)

    I am also experiencing this issue. I'm attempting a restore on the unit hoping it will fix it. 

  • Babmike Level 1 Level 1 (0 points)

    Same thing. The problem started recently as I've had this Apple TV (2nd gen) for over a year. It only seems to occur for tv shows that I buy - I can't recall if movies have the same issue, but Netflix streams just fine.

     

    Unplugging the device and plugging it back in after a few seconds does not sove the problem.

     

    I'm really hoping for a fix soon as this is starting to get very frustrating.

     

    Thanks,

    Mike

  • EdwardWatson Level 1 Level 1 (0 points)

    Same issue. Just noticed it yesterday while playing a movie that had played fine before. Just ran the update, maybe that will help.

  • Waitingfergodot Level 1 Level 1 (0 points)

    I'm having the same issue on two separate Apple TVs a 2nd gen and a 3rd gen respectively.  This issue began last Friday and has persisted.  Late last week there were issues with the 2nd gen not being able to connect to the apple servers.  This was corrected with a restart/reset. I'm wondering I some settings on Apple's end are impacting the service.  It only seems to freeze on apple based media- not Netflix or YouTube.

  • Tula_Girl Level 1 Level 1 (0 points)

    I contacted Apple.  They suggested unplugging everything - Apple TV, wireless/airport, TV and waiting 30 seconds.  I did that.  Then when everything was turned back on, Apple TV updated itself to the latest version.

     

    Now everything seems to be streaming fine again with iTunes content.  I'm not sure what the answer is, but I tend to think Waitingfergodot's point might be correct - that something is going on at Apple's end.

     

    Tula

  • Waitingfergodot Level 1 Level 1 (0 points)

    Tula- Thanks for updating with your information.  I'll give that method a go tonight when I get home.  It will be great to get through shows again without hearing "Daddy... it did it again!"

     

    Cheers!

  • DrunkenWagoner Level 1 Level 1 (0 points)

    I'm somewhat relieved to find that others have been experiencing this problem. It does tend to confirm that it isn't a hardware or local network problem. It just started happening for me today. I find that just exiting out of the content fixes it in the short term. But it's still pretty annoying.

  • GreggersUK Level 1 Level 1 (0 points)

    Hi,

     

    Just bought 2 Apple TV 3's (upgraded from 2's) and had the same problem with both, video freezes but audio continues. Stopping the show and starting it again solves the problem. This happened both with the stock software (5.0?) and after updating to 5.1..

     

    Trying to watch a TV program in Full HD.

     

    Any solution to this yet? Are Apple acknowledging a problem?

  • AusBoy Level 1 Level 1 (0 points)

    Having exactly the same issue in Australia.  Have restored Apple TV (2G), restarted all network infrastructure and problem remains.  Problem remains even after entire file has downloaded i.e. not related to bandwidth.  All other HD streaming works as normal.  Have reported issue to Apple.

  • Tula_Girl Level 1 Level 1 (0 points)

    Hi - it's been a few days since I tried the solutions that Apple suggested.  It's still working fine since then; audio and video have been in synch since I reset everything and upgraded s/w on Apple TV.   So if you haven't already tried the restart steps, here is the link to the Apple support page that describes what you're supposed to do:

     

    http://support.apple.com/kb/HT1551?viewlocale=en_US&locale=en_US

     

    My interaction with the Apple support rep suggests that they are aware that the problem exists, but I note that there are lots of us with this issue reporting the same problem in forums around the world and Apple hasn't posted a question on their support site that specifically addresses this issue.  My guess is that as waitingfergodot suggested, this is an Apple network issue. 

  • Losmoral Level 1 Level 1 (0 points)

    Having the same problem. I've reset my Apple TV and unplugged my Internet and plugged it in again I still have this problem! It's a shame that a great product has become so inconvenient! Losing trust in apple right now!

  • Roman Wojcik Level 1 Level 1 (5 points)

    I have the same problem - any video purchased from iTunes will freeze after about 10 minutes, but the audio continues (I have the latest Apple TV and performed all the updates on it) This problem started yesterday for me (10/19/12) - I haven't done anything to my computer. Not sure why this is occuring, but its a big problem and potential loss revenue - I won't buy anymore movies until Apple corrects this issue. NOTE: Any movies that I have in my iTunes library work fine. Strange????

  • DaleSum Level 1 Level 1 (0 points)

    Jeff121921219 wrote:

     

    I'm having the exact same problem with an Apple TV, just purchased today. Purchased iTunes movies and TV shows play for about 20 minutes, then the video freezes. If I hit menu to back out and the restart playback from where I left off, I can watch another 20 minutes or so until it freezes again. Restarting does not fix the problem.

    I'm having the exact same problem..  I have 3 apple tv's with two of them on the current software and one on a beta and they all pause after 20 minutes of play.  This just started yesterday when i stream movies from my cloud (havne't tested netflix as of yet).  My kids watch purchased movies and tv's shows every day.  i'm not confident this is an OS issue since i'm running multiple versions.

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