Moakle
Level 1 (9 points)
Desktops

Q: itunes is currently unavailable

My Apple TV 3 has been playing up for a few days, possibly since the latest update - not sure.

 

Basically, i can no longer play any purchased TV/movies or iTunes Match music via the Apple TV (still fine via my other Apple devices - Mac, iPad 2, iPhone 4S) and the following message appears, accompanied with a black screen and yellow triangle "iTunes is currently unavailable. Try again later."

 

I've searched the forms boards and found a bunch of possible solutions that haven't worked: reset and/or restart Apple TV, Sign out and back in to iTunes on both the Apple TV and my Mac, switched Dolby Digital from Auto, On and Off - nothing has worked.

 

Could this be an Apple server authentication issue? On purchased movies and TV, it's at the authentication stage that things seem to stop.

 

Any help/advice would be hugely appreciated. Right now, iTunes Match and Apple TV aren't doing the job I paid for.

Posted on Nov 21, 2014 3:33 AM

by AmIStillaBeliever?,Solvedanswer
AmIStillaBeliever? AmIStillaBeliever?
Level 1 (10 points)
A:

Hey Whizzo

 

This may help:

 

1 Go to Settings/Airplay

2 Check option "Play from iTunes in the Cloud". Switch from Auto to Off

 

You should now be able to stream iTunes purchased music and iTunes Match music from your iPad to Apple TV as a fix until Apple find a solution to the Apple TV issue. With the iTunes in the Cloud option switchex to Auto, your iPad will hand over responsibility for fetching music from the cloud to your Apple TV. So you're back to the same situation as asking Apple TV yourself to play the song.

Posted on Nov 26, 2014 1:43 AM

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Moakle

Q: itunes is currently unavailable

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  • by Chipmunksdad,

    Chipmunksdad Chipmunksdad Nov 29, 2014 12:43 PM in response to Winston Churchill
    Level 1 (0 points)
    Nov 29, 2014 12:43 PM in response to Winston Churchill

    Why does it need to be widespread?  For some I guess Apple can do no wrong apparently.


    While we're at it, maybe they can let me know when they plan on fixing the multitasking gesture problem that's persisted since iOS8 came out.

     

    My library has 160 films in it that are useless right now.  How about a refund?

     

    #losingfaithinapple#appledoesntcare

  • by LuvMyIpod69,

    LuvMyIpod69 LuvMyIpod69 Nov 29, 2014 2:51 PM in response to Moakle
    Level 1 (0 points)
    Nov 29, 2014 2:51 PM in response to Moakle

    working now in Anchorage, AK - though location doesn't seem to be a factor.

     

    I'm guessing a massive database problem where a large chunk of user permissions got whacked.

     

    A real shame they took so long to recover and restore service.

     

    I would expect some itunes credits are forthcoming. If not everyine affected should ask for a credit to offset the inconvenience.

  • by Winston Churchill,

    Winston Churchill Winston Churchill Nov 29, 2014 3:52 PM in response to Chipmunksdad
    Level 10 (104,453 points)
    Apple TV
    Nov 29, 2014 3:52 PM in response to Chipmunksdad

    Chipmunksdad wrote:

     

    Why does it need to be widespread?  For some I guess Apple can do no wrong apparently.

    You clearly didn't read my post properly.

  • by DWill204,

    DWill204 DWill204 Nov 30, 2014 1:35 AM in response to Winston Churchill
    Level 1 (0 points)
    Nov 30, 2014 1:35 AM in response to Winston Churchill

    I've had the problem for over a week.  It started after the last update about a week ago.

     

    My ATV V3 worked fine early in the day, then that night I ran the update and since then I get the same message.

    I've been on the phone with Apples support twice, both time they sent me to the retail store. 

     

    There has to be a problem in that last update, thats when the problem started.  The frustrating thing is that Apple HAS to know about it, but, rather than just admit they have a problem they just waste your time.  The closest store is 25 mile from my house, that's 100 miles driving plus the time away from work etc. for nothing.  They could have just said they know and are working on it.

     

    Tonight I noticed there is a new ATV update available.  Anyone want to bet I install it and the issue goes away.

     

    Luckily I have a Mac Mini installed on my home entertainment system and was able to download all the TV shows I have on iTunes to that and watch them with no issue.  The ATV is just a lot more convent than the mini and since I've dumped cable TV it would have had no access to the shows I purchased without another Apple product available.

     

    More BAD BUSINESS Apple....

  • by tbox9,

    tbox9 tbox9 Nov 30, 2014 5:55 AM in response to tncybercop
    Level 1 (4 points)
    Apple TV
    Nov 30, 2014 5:55 AM in response to tncybercop

    Was having the same issue for over 2 weeks.  The solution that worked for me:

     

    1)  Changed my password with Apple (I have no idea if this helped or not, but I did it anyway). 

    2)  Did a complete restore of my Apple TV (which included a 2 hour software download.  I don't know why this happened, because I have my Apple TV set to download all updates automatically).

     

    I know it's a pain in the butt to do all of this, but it did work for me.  Good luck.

  • by Chipmunksdad,

    Chipmunksdad Chipmunksdad Nov 30, 2014 7:17 AM in response to Moakle
    Level 1 (0 points)
    Nov 30, 2014 7:17 AM in response to Moakle

    7 Days.  Finally an update comes through this morning.

     

    7 Flipping days.

  • by Chipmunksdad,

    Chipmunksdad Chipmunksdad Nov 30, 2014 7:31 AM in response to Winston Churchill
    Level 1 (0 points)
    Nov 30, 2014 7:31 AM in response to Winston Churchill

    I Read it.  You chalked it up to being not widespread and tried to minimize it.  That's been your theme through all of this.  Like I said, for some Apple can do no wrong.  These are digtal rights to products.  There are consequences for failing to ensure availablity.  It's doesn't matter if its widespread or just one person.

  • by Winston Churchill,

    Winston Churchill Winston Churchill Nov 30, 2014 7:33 AM in response to Chipmunksdad
    Level 10 (104,453 points)
    Apple TV
    Nov 30, 2014 7:33 AM in response to Chipmunksdad

    Then I'd have to disagree with you.

     

    I clearly stated that not being widespread doesn't dismiss (diminish) it as an issue, just that it may well mean that not everyone in support is aware of it.

     

    Exactly which bit of that translates into Apple can do no wrong.

  • by Darla Mack,

    Darla Mack Darla Mack Nov 30, 2014 1:14 PM in response to Moakle
    Level 1 (29 points)
    Apple Watch
    Nov 30, 2014 1:14 PM in response to Moakle

    Yay!!  Finally working again for me!

  • by Moore_Apple,

    Moore_Apple Moore_Apple Nov 30, 2014 6:17 PM in response to Chipmunksdad
    Level 1 (0 points)
    Nov 30, 2014 6:17 PM in response to Chipmunksdad

    So true. This has been extremely frustrating and to see so many Apple TV owners impacted on these support pages (those that knew where to go to complain & find answers) makes me wonder how many have been impacted.

     

    Is the problem corrected for all iTunes users' Apple TVs, or do we need to still use the multiple corrective steps herein to correct each individual Apple TV to play our purchased content?

     

    Apple should at a minimum provide discounted or free movies to the countless iTunes + Apple TV customers that suffered through this obvious issue.  We have children that don't understand why they can't play their holiday movies during the holiday break.

  • by idlem1nd,

    idlem1nd idlem1nd Dec 1, 2014 2:50 AM in response to Moakle
    Level 1 (0 points)
    Dec 1, 2014 2:50 AM in response to Moakle

    Works again for me too!

     

    Very disappointing that this issue was never acknowledged by Apple though. They could easily have worked out who the affected individuals are and contacted to say they are working on a fix. Do they really want everyone to phone support and raise a duplicate ticket?

     

    Anyway it works. And it better continue to work over the whole holiday season!!

  • by Moakle,

    Moakle Moakle Dec 1, 2014 3:04 AM in response to Moakle
    Level 1 (9 points)
    Desktops
    Dec 1, 2014 3:04 AM in response to Moakle

    As the original poster of this thread, I felt I should note that my Apple TV came back online on Friday.

     

    I don't think that the mud-slinging on here between posters is helpful at all (Winston Churchill and Chipmunksdad).

     

    I presume that the issue affected a relatively small subset of Apple TV IDs and wasn't an especially widespread problem, despite the popularity of this thread (over 17,000 views!). Bear in mind how many owners of Apple TVs were not affected by this issue (any Twitter users will have noticed very little activity complaining on there, while Apple/Mac magazine social media feeds have also yet to report on the problem despite me contacting a few of them) and it's likely that the many of us affected were in reality a tiny percent of Apple's Apple TV customer base.

     

    That's not to say that I think it's acceptable that this situation occurred in the first place. However, I would say that a week to resolve the issue wasn't actually too bad - bad timing for US users with Thanksgiving, sure. As I've stated before, a previous issue I've had with Netflix refusing to work took two months for Apple to fix with an update. Any PC builders among you will know how tricky it can be to resolve an issue with your system - often far more complicated than a simple Reset.

     

    It is frustrating that you have to pay so much to contact Apple about support - I raised a ticket for free via iTunes and the response was of the standard "Reset, check cables, the problem must be with you" ilk. It's interesting that users on these forums presume that Apple read them. I don't really think that that's the point, is it? Isn't this meant to be a cheaper way for Apple to put users with similar problems together so that they can fix them? I know that there are some high-level contributors but at no point did I assume Apple would be trawling through these forums to gauge any issues.

     

    What I would rather see is a free, far cheaper live chat support network to log your issues with Apple. That way, I know I'm being heard.

  • by Winston Churchill,

    Winston Churchill Winston Churchill Dec 1, 2014 4:35 AM in response to Moakle
    Level 10 (104,453 points)
    Apple TV
    Dec 1, 2014 4:35 AM in response to Moakle
    I don't think that the mud-slinging on here between posters is helpful

    I really don't see what is wrong with trying to correct someone that stated you said something you didn't.

    That's not to say that I think it's acceptable that this situation occurred in the first place. However, I would say that a week to resolve the issue wasn't actually too bad

    I'd be inclined to disagree with that. Things can always go wrong, I believe it's only unacceptable when this occurs regularly which it doesn't as I mentioned at a very early stage in this thread. It's difficult to know whether a week to fix this is reasonable or not, I tend to think it may well be far too long, but then again we don't know what the problem was or indeed whether it was Apple's problem or whether Apple fixed it.

    What I would rather see is a free, far cheaper live chat support network to log your issues with Apple. That way, I know I'm being heard.

    I believe that was available to you.

     

    http://www.apple.com/uk/support/appleid

     

    Apple_ID_-_Contact_-_Apple_Support.png

     

    Apple_-_Support_-_Topic_Selection 2.png

     

    Apple_-_Support_-_Topic_Selection.png

    Apple_-_Support_-_Solutions.png

  • by Moakle,

    Moakle Moakle Dec 1, 2014 5:52 AM in response to Moakle
    Level 1 (9 points)
    Desktops
    Dec 1, 2014 5:52 AM in response to Moakle

    Do you scour the forums waiting for someone to say something you disagree with, just so you can get tetchy? This is why a lot of people don't bother with forums. Just because someone doesn't agree with you, doesn't mean they're angry with you.

     

    Thanks for the links anyway. When I first tried these approaches online I was informed by a pop-up message that I couldn't contact Apple for support without first paying a £25 fee. That message has gone now so it's good to know for future issues.

  • by Winston Churchill,

    Winston Churchill Winston Churchill Dec 1, 2014 6:32 AM in response to Moakle
    Level 10 (104,453 points)
    Apple TV
    Dec 1, 2014 6:32 AM in response to Moakle
    Do you scour the forums waiting for someone to say something you disagree with

    No I am auto subscribed to threads that I post in and receive an email when someone replies in one.

     

    From your previous reply I noticed that you appeared unaware that you could have chatted online or over the phone for free and thought it would be useful to you to let you know you can. Whilst doing so I commented on a couple of other things in your reply, sorry if you are offended that I took it further and engaged in an exchange of ideas with you.

     

    All support for ID related issues is free (as it is for warranty matters), you may have gone down another route other than the ID support link I gave you, if you do that and don't have AppleCare, you will be charged.

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