Apple TV 4th Gen - Netflix problem

Question

Level 1

7 points

Apple TV 4th Gen - Netflix problem

I have bought a 4th Gen Apple TV recently (about two months ago), but I continue to have connectivity problems, especially with Netflix

Before I bought the 4th Gen, I have used the 3rd Gen Apple TV for several years without any problems.

Problem:

When we watch Netflix, the app reports an error stating that it cannot continue playing. In many cases we press the "home" button and restart the movie. This can continue with intervals varying between a couple of minutes to several minutes. In other cases the internet connection is lost (wifi and ethernet), but the rest of computers at home can still connect to the internet. In this case I need to restart the Apple TV, very irritating. Although we have these problems, some time the problem does not occur everyday ...

A couple of days back I checked with my internet provider about this issue, but they could not find anything related to this issue.

On the Netflix support page there are no reported issues, on my laptop I can watch anything all the time.

Yesterday I connected back to the Apple 3rd Gen and the problem is gone!! So what is causing these problems with the 4th Gen?

I use an Airport Extreme as router, never had any issues with this device either.

The Apple TV is positioned very close to the router, signal strength is max

Software is up to date on every device

Anyone any idea?

Apple TV, iOS 9.3, 4th Gen

Posted on Mar 31, 2016 10:43 AM

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Answer 1

Mar 31, 2016 1:39 PM in response to Claudio848

I had similar issue and couldn't get it to work properly. So I did some tests and it worked. First, you need to delete the app from the Apple TV 4th Gen, then reboot it. Log in to Airport Extreme and follow these steps:

Open the AirPort Utility application. ...
Click the AirPort Extreme's icon. ...
Click Edit. ...
Select the Wireless tab. ...
Click Wireless Options. ...
Select the 5GHz checkbox.
Enter a name for the new 5GHz network in the 5GHz network name field. (Not necessary, unless you want it)
Select your country from the Country menu.
Click Save.
Click Update. The AirPort will restart to apply the changes.

The original link for the steps is below

http://www.macinstruct.com/node/548

Once you completed the steps above, log the Apple TV to the 5GHz network. it will ask for the password again.

Then re-install the Netflix App and it should be all good.

Good luck,

JM

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Answer 2

Mar 31, 2016 5:03 PM in response to djjonnymac

I have the same problem but i have regular router/modem provided by isp. Problem occurs on wifi. (i did not tried with cable)

Same as Claudio848 everything else in the house works fine (3 iphones, 3 laptops and a smart tv)

I hope Apple will soon release an update to fix this in case it's not an apple tv hardware problem.

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Answer 3

Claudio848 Author

Level 1

7 points

Apr 2, 2016 10:37 AM in response to djjonnymac

Many thanks for your advice, I have tried it, but I keep having the same issue within 24h.

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Answer 4

Apr 6, 2016 1:23 AM in response to Claudio848

Hello,

I am also having some connectivity issues. It started with Netflix, but then was also in other apps. The Apple TV triggered a message saying that the WiFi connection was lost or that there was not WiFi available. I connected with cable and the issue is gone but not ideal because I have to have another awful cable and the apple TV very close to the router.

It tried resetting and restoring and nothing worked. I have to mention that everything started since the last tvOS update. I hope it is fixed soon.

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Answer 5

Apr 6, 2016 4:20 AM in response to Claudio848

I put the cable a few days ago and so far i have no problems, works very nice. I still hope that wifi problem will get fixed.

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Answer 6

Claudio848 Author

Level 1

7 points

Apr 8, 2016 6:25 AM in response to Claudio848

Today I brought back the AppleTV to the shop. I will get it back within 15 days, let's see what they find

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Answer 7

Apr 9, 2016 3:25 PM in response to Claudio848

Sorry to hear that. Have you tried to change the 2.4GHz to 11 instead of Auto? Once you followed the steps above.

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Answer 8

Claudio848 Author

Level 1

7 points

Apr 9, 2016 11:04 PM in response to Claudio848

Thanks!

I have not changed to 11, but I did follow all your other steps. Nothing I can do now until I get the device back.

Once I get it back and after I have tested I will inform what the situation is 🙂

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Answer 9

Claudio848 Author

Level 1

7 points

May 17, 2016 9:17 AM in response to Claudio848

It has been a while, but I have sent back the ATV4 to the shop for repair some while back.

It took about 15 days before I got it back. The message I received was that they checked the device and that they executed a firmware update.

I have it back since a month or so, no problems with Netflix or other Apps so far.

Looks like the issue is resolved!

What I don't understand though is why we cannot update the firmware from home and why there is so little information available about this issue.

Anyway, for me it is fixed, hope others can do the same.

The fix was free of charge.

Regards

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