TJGroth
Level 1 (1 points)

Q: HBO Go and Apple TV "Unavailable"

When I enter my HBO Go app, I am greeted with a black screen and the message, "HBO GO is unavailable.  Try again later."  I can't go into the app in order to deactivate and perform any of the troubleshooting that HBO Go suggests. 

 

The Apple TV is working fine for other apps such as Netflix and the Apple TV/Movies.  My roommate's Apple TV is exhibiting the same message.  I am able to log in to HBO Go on my Macbook Pro without a problem.  Other roommates are able to watch HBO Go on different devices.

 

This all leads me to believe that it's a problem on Apple's end.  Anybody else experiencing this problem with some sage wisdom or advice to get the ball rolling again?  Thanks in advance.

Apple TV

Posted on Nov 16, 2015 8:22 PM

by Protodd,Apple recommended
Protodd Protodd
Level 4 (2,069 points)
A:

If you’re having issues with HBO GO on your Apple TV, try restarting the device. To do so, go to Settings > General > Restart.


If you can't restart your Apple TV because it's unresponsive, try the following:

  1. Hold down Menu and Down on the Apple Remote for six seconds, and then release when you see the indicator light on the Apple TV blink rapidly.
  2. Unplug the Apple TV power cord for three seconds, and then plug it back in.


If restarting the device does not resolve the issue please follow all of the steps below:

  1. Deactivate the HBO GO application
  2. Clear the cache on the Apple TV (Hold down the Menu button for 10 seconds)
  3. Power cycle the Apple TV (Power On/Off)
  4. Confirm Apple TV software is up to date (Install available Apple TV software updates)
  5. Reactivate the HBO GO application


If this is unsuccessful then you may need to factory restore the ATV3- Restore your Apple TV using iTunes - Apple Support:

Posted on Nov 18, 2015 9:32 AM

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TJGroth

Q: HBO Go and Apple TV "Unavailable"

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  • Helpful answers

  • by alisafromastoria,

    alisafromastoria alisafromastoria Nov 18, 2015 9:20 AM in response to TJGroth
    Level 1 (0 points)
    Nov 18, 2015 9:20 AM in response to TJGroth

    Roommate here from the original post.  I want to add that we've both been in contact with HBO and all they've told us to do is check the internet connection, which is fine (netflix, hulu, amazon all work just fine).  I've tried clearing the cache and doing a complete reset and that didn't work either.  I believe we both have 3rd generation Apple TVs which makes them about 4 years old.

  • by Protodd,Apple recommended

    Protodd Protodd Nov 18, 2015 9:32 AM in response to TJGroth
    Level 4 (2,069 points)
    Nov 18, 2015 9:32 AM in response to TJGroth

    If you’re having issues with HBO GO on your Apple TV, try restarting the device. To do so, go to Settings > General > Restart.


    If you can't restart your Apple TV because it's unresponsive, try the following:

    1. Hold down Menu and Down on the Apple Remote for six seconds, and then release when you see the indicator light on the Apple TV blink rapidly.
    2. Unplug the Apple TV power cord for three seconds, and then plug it back in.


    If restarting the device does not resolve the issue please follow all of the steps below:

    1. Deactivate the HBO GO application
    2. Clear the cache on the Apple TV (Hold down the Menu button for 10 seconds)
    3. Power cycle the Apple TV (Power On/Off)
    4. Confirm Apple TV software is up to date (Install available Apple TV software updates)
    5. Reactivate the HBO GO application


    If this is unsuccessful then you may need to factory restore the ATV3- Restore your Apple TV using iTunes - Apple Support:

  • by alisafromastoria,

    alisafromastoria alisafromastoria Nov 18, 2015 9:31 AM in response to Protodd
    Level 1 (0 points)
    Nov 18, 2015 9:31 AM in response to Protodd

    I actually did all of those things a few days ago (when HBO told me to do them) and have had no luck.  I can't get into the HBO GO app to deactivate anything.

  • by TJGroth,

    TJGroth TJGroth Nov 18, 2015 9:32 AM in response to Protodd
    Level 1 (1 points)
    Nov 18, 2015 9:32 AM in response to Protodd

    I have tried all of the above steps to no avail. 

     

    I have even reset the Apple TV altogether, and I'm still getting the same error message.  I can't deactivate the HBO Go application because I can't get into the app.  All I see is the error message and a black screen. 

     

    I believe this is a problem on Apple's end.

  • by Protodd,

    Protodd Protodd Nov 18, 2015 9:35 AM in response to TJGroth
    Level 4 (2,069 points)
    Nov 18, 2015 9:35 AM in response to TJGroth

    Restoring the device would deactivate the HBO. These are the steps that I am aware of. If it was an apple issue it wouldn't be working for others (mine is working fine for both the ATV3&4). This is a user forum so we offer the best tips and tricks that we are aware of...

  • by alisafromastoria,

    alisafromastoria alisafromastoria Nov 18, 2015 9:37 AM in response to Protodd
    Level 1 (0 points)
    Nov 18, 2015 9:37 AM in response to Protodd

    I totally appreciate the help, but I've restored and cleared the cache and had no luck.  It still gave me (and my roommate) the same screen even after being reset to factory settings.

  • by TJGroth,

    TJGroth TJGroth Nov 18, 2015 9:37 AM in response to Protodd
    Level 1 (1 points)
    Nov 18, 2015 9:37 AM in response to Protodd

    We've taken these steps numerous times.  Still getting the same error message.

  • by Protodd,

    Protodd Protodd Nov 18, 2015 9:40 AM in response to TJGroth
    Level 4 (2,069 points)
    Nov 18, 2015 9:40 AM in response to TJGroth

    Then the next logical step would be to take the devices to an Apple store to have them tested...

  • by Protodd,

    Protodd Protodd Nov 18, 2015 9:47 AM in response to Protodd
    Level 4 (2,069 points)
    Nov 18, 2015 9:47 AM in response to Protodd

    And to clarify, "reset" and "restore" are 2 very different processes. Restoring is when you connect the ATV to your iTunes computer via USB and restore the software - it's a complete wipe -  all setting/usernames/passwords etc are wiped from the device.

  • by blackcatblixa,

    blackcatblixa blackcatblixa Feb 10, 2016 6:04 PM in response to TJGroth
    Level 1 (0 points)
    Feb 10, 2016 6:04 PM in response to TJGroth

    Having the same issue - did you ever resolve your problem and if so how? Thank you.

  • by alisafromastoria,

    alisafromastoria alisafromastoria Feb 10, 2016 6:20 PM in response to blackcatblixa
    Level 1 (0 points)
    Feb 10, 2016 6:20 PM in response to blackcatblixa

    I'm the roommate from the post with the same issues.  I don't know at what point, but it started working on its own again.  I gave up on using the app for a while and went to check it on a whim and it worked.  I know it isn't helpful, but it did end up working eventually.

  • by KgeorgeR,

    KgeorgeR KgeorgeR Aug 28, 2016 5:12 PM in response to TJGroth
    Level 1 (4 points)
    Apple TV
    Aug 28, 2016 5:12 PM in response to TJGroth

    ACCESSING HBO NOW JUST GOES ON AND ON

  • by Diana.McCall,

    Diana.McCall Diana.McCall Aug 28, 2016 5:21 PM in response to KgeorgeR
    Level 4 (2,825 points)
    Apple TV
    Aug 28, 2016 5:21 PM in response to KgeorgeR

    Hi. Could you please give the version of ATV you're using. See Identify your Apple TV model - Apple Support if not sure. Have you tried the steps already posted in  this thread? If it's ATV 4, have you tried simply force quitting the app?