zacolin
Level 1 (0 points)

Q: iTunes movie not streaming- Netflix fine

We love the new 4th gen apple tv- but iTunes movies are a problem. When you try and play a purchased movie, it just sits there loading with a ridiculous time of 4-10 hours or so. HD content played from the Netflix app (on same machine) plays just fine. Anyone else have this issue? Any fixes?

Posted on Dec 13, 2015 4:59 PM

by zacolin,Solvedanswer
zacolin zacolin
Level 1 (0 points)
A:

So after all that- something on the iTunes end was the issue.

 

From the senior advisor-

"Yes your setting in the iTunes Store has been updated.

As soon as we processed the refund request for two free rentals - you account updated."

 

So if anyone has same issues- call apple support.

Posted on Dec 15, 2015 1:36 PM

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zacolin

Q: iTunes movie not streaming- Netflix fine

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  • by vazandrew,

    vazandrew vazandrew Dec 13, 2015 5:04 PM in response to zacolin
    Level 6 (19,108 points)
    Apple TV
    Dec 13, 2015 5:04 PM in response to zacolin

    That will be due to the network. Netflix adapts to the connection where iTunes is fixed rate, higher quality and needs to load a portion before playback begins

     

    What is the current connection via speedtest.net?

    Make sure DNS is set to auto (settings- general- network)

    If on wifi try Ethernet

    To see a current status of the network get a report from istumble, netstumbler or similar. Look for signal strengt, noise and nearby networks

    Test on another network 

  • by zacolin,

    zacolin zacolin Dec 13, 2015 5:24 PM in response to vazandrew
    Level 1 (0 points)
    Dec 13, 2015 5:24 PM in response to vazandrew

    Settings to DNS are automatic. Speed test is 5mbps, loading movie shows 20hrs...but Netfix in HD loads nearly instantly. I understand netfix adapts- but instant vs 20hrs- something is wrong.

  • by vazandrew,

    vazandrew vazandrew Dec 13, 2015 5:32 PM in response to zacolin
    Level 6 (19,108 points)
    Apple TV
    Dec 13, 2015 5:32 PM in response to zacolin

    Netflix will always be instant because it can go as low as 0.2mbps. iTunes has to cache the whole movie (1080p requires 8mbps) and playback will start once a portion has loaded, it will pick up on issues within the network and that will delay playback or cause buffering if it cant load fast enough. iTunes is Starting within 5 seconds on my system.

     

    Are you on wifi or Ethernet?

    What were the results of the network report?

    Test on another network

  • by zacolin,

    zacolin zacolin Dec 13, 2015 5:36 PM in response to vazandrew
    Level 1 (0 points)
    Dec 13, 2015 5:36 PM in response to vazandrew

    Then how come my 3rd gen works fine after a minute or two, and 4th gen takes 20hrs?!? That's got to be more than a slow network issues.

  • by vazandrew,

    vazandrew vazandrew Dec 13, 2015 5:40 PM in response to zacolin
    Level 6 (19,108 points)
    Apple TV
    Dec 13, 2015 5:40 PM in response to zacolin

    No, Another device working doesn't rule out a network issue. Speed is one factor, interference is another. You need to troubleshoot with the device in question.

  • by zacolin,

    zacolin zacolin Dec 13, 2015 6:09 PM in response to vazandrew
    Level 1 (0 points)
    Dec 13, 2015 6:09 PM in response to vazandrew

    On the phone with apple support as well. Gone through all the basic steps- reset etc. Now he is moving us up to a senior advisor, nothing working yet.

     

    ALL streaming content from ALL apps(minus iTunes movies) working perfectly fine. Apps download fine. I don't understand how any kind of network issues can be app specific, or am i missing something??

  • by vazandrew,

    vazandrew vazandrew Dec 13, 2015 6:21 PM in response to zacolin
    Level 6 (19,108 points)
    Apple TV
    Dec 13, 2015 6:21 PM in response to zacolin

    It's not that it's app specific but rather that iTunes is at a fixed rate/higher quality and the others adapt. Downloading a small app isn't the same as downloading a 5-6GB movie.

     

    I had given further steps, which you haven't responded to yet

    If you are on wifi it's best to try Ethernet

    Getting a a network report will show its current status. Testing on another network will also verify

  • by zacolin,

    zacolin zacolin Dec 13, 2015 6:47 PM in response to vazandrew
    Level 1 (0 points)
    Dec 13, 2015 6:47 PM in response to vazandrew

    Senior apple advisor working on all the things you mentioned and more. From his end it sees what we have purchased the movies on iTunes, and account all looks good, but not connecting to the iTunes content. We even changed the DNS server routing to see if that was the issue. It is definitely a server issue and not network related. He is currently working on a solution from the iTunes server and will call us back when he gets an answer/solution.

  • by vazandrew,

    vazandrew vazandrew Dec 13, 2015 7:18 PM in response to zacolin
    Level 6 (19,108 points)
    Apple TV
    Dec 13, 2015 7:18 PM in response to zacolin

    What were the results of the report? Just curious.

    Its possible that your location could have a server issue, but that is rare which is why all the troubleshooting needs to take place first. Hope he can find something

  • by zacolin,

    zacolin zacolin Dec 14, 2015 4:16 PM in response to vazandrew
    Level 1 (0 points)
    Dec 14, 2015 4:16 PM in response to vazandrew

    Didn't hear back from him yet- but today everything is working fine- must have been something on the server end, we changed nothing from last night.

  • by zacolin,

    zacolin zacolin Dec 15, 2015 9:08 AM in response to vazandrew
    Level 1 (0 points)
    Dec 15, 2015 9:08 AM in response to vazandrew

    Here is what he eventually sent us-

    iTunes TCP & UDP Ports that need to be open on 2Wire Router

     

    https://support.apple.com/en-us/HT202944

     

     

    – TCP Port 123 (Time server)

    – TCP Port 3689 (iTunes)

    – UDP Port 5353 (Bonjour Service)

    – TCP Port 80 (Web)

    – TCP Port 443 (SSL)

    – TCP Port 53 (DNS)

     

    However, after changing the DNS server routing(which didn't work the night before)- the next day things were working fine, and still are good today. Didn't have to check /open the TCP ports he sent us. It almost seems like something was flipped on on the server end, or my ISP had updated or changed something. Would be curious to see if this has happened to anyone else.

  • by vazandrew,

    vazandrew vazandrew Dec 15, 2015 9:13 AM in response to zacolin
    Level 6 (19,108 points)
    Apple TV
    Dec 15, 2015 9:13 AM in response to zacolin

    DNS should always be set to auto so if it was changed then you will need to put back as that will lead to issues. It may be working now but that doesn't necessarily mean the issue is solved. Sometimes it will fluctuate, but if the underlying network is still there then it will happen again. If it does you will know what to look for.

  • by zacolin,

    zacolin zacolin Dec 15, 2015 9:28 AM in response to vazandrew
    Level 1 (0 points)
    Dec 15, 2015 9:28 AM in response to vazandrew

    Yes- DNS is, and was still on auto. He just took us through steps so it changed the DNS routing it was on while it was not working  to see if that would help. Thanks for the advice:)

  • by zacolin,Solvedanswer

    zacolin zacolin Dec 15, 2015 1:36 PM in response to vazandrew
    Level 1 (0 points)
    Dec 15, 2015 1:36 PM in response to vazandrew

    So after all that- something on the iTunes end was the issue.

     

    From the senior advisor-

    "Yes your setting in the iTunes Store has been updated.

    As soon as we processed the refund request for two free rentals - you account updated."

     

    So if anyone has same issues- call apple support.

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