rafael20

Q: apple tv keeps freezing

So I got the new Apple TV to replace the ROKU stick. I am happy with it but for some reason the video keeps freezing.

It doesn't matter which app I am using: Netflix, Hulu, Comedy Central it just keeps freezing.

I've tried everything, from restarting apple TV to unplugging router and modem etc... but it keeps randomly happening.

This NEVER happened with the roku.

 

Now my question is - Is this just a bug that will be fixed soon with an update or is it something that might be wrong with the product and I should just replace it?

 

Thank you

Apple TV (4th generation), iOS 9.1

Posted on Nov 21, 2015 12:10 AM

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Q: apple tv keeps freezing

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  • by sterling r,

    sterling r sterling r Nov 22, 2015 9:35 AM in response to rafael20
    Community Specialists
    Nov 22, 2015 9:35 AM in response to rafael20

    Hi there Rafael20,

     

    If I understand correctly you have restarted the Apple TV, and power cycled your router but the Apple TV continues to become unresponsive. I would next quit all the running apps on the Apple TV: 

     

    Get help with third-party apps on your Apple TV

    https://support.apple.com/en-us/HT200072

    Force close the app or restart your Apple TV

    If you have an Apple TV (4th generation), double press the Home button and swipe left or right to find the app with the issue. Swipe up on the app to close it and press Menu to return to the Home screen.

     

    Then restart your Apple TV again and test out the issue one more time:

     

    How to restart your Apple TV

    https://support.apple.com/en-us/HT201836

    To restart your Apple TV (4th generation), go to Settings > System > Restart. For Apple TV (3rd generation and earlier), go to Settings > General > Restart.

     

    If it persists, then I would next use iTunes to restore the Apple TV to reinstall the tvOS to see if it is either the software installation at fault or if there is a hardware issue:

     

    Restore your Apple TV using iTunes

    https://support.apple.com/en-us/HT203028

     

    Thank you for using Apple Support Communities.