puttitat
Level 1 (4 points)
Apple TV

Q: Streaming stops - WiFi reconnect needed

Hi,

 

I'm running a 3rd-gen Apple TV. I'm experiencing streaming issues, whether it's Netflix directly on the ATV, or HBO using Airplay on an iPad. It always freezes at 10s, eg. 7:10, 10:20, 15:50 etc. - Guess that's due to the Apple TV buffering to every 10 seconds.

 

The solution is to ask the Apple TV to forget the WiFi-network, and reconnect. My WiFi-router is a three month old Airport Extreme, located less than two metres from the Apple TV.

 

The same happened in my old apartment, using another WiFi-router. Happens every 20-30 minutes, so it's quite annoying when watching a movie, or just when watching some series.

 

I've tried restoring via iTunes, I've tried different WiFi-channels (using WiFi analyzers the current channel setup should be the least busy channels), I've checked for updates etc., but nothing helps.

 

The Apple TV is approx. 6 months old, and it's not covered by the 3rd-gen recall from 2013.

 

Any hints to what I need to check? Wiring is not an option. It's so unclean.

 

Troels

Apple TV

Posted on May 21, 2016 6:47 AM

by Tech198,Solvedanswer
Tech198 Tech198
Level 1 (48 points)
Apple Pay
A:

If its only Apple TV having issues ,that rules out the router.  But i would still play movies via iTunes,or Netflix website or app on Mac/tablet/phone just to see if it still happens  as a temp solution...

 

If its ok,, then u know its the Apple TV,,, Do a restore first before returning.  You may not want to blame the Apple TV, but what are the other options.. if it plays fine elsewhere..?

Posted on May 22, 2016 1:06 PM

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puttitat

Q: Streaming stops - WiFi reconnect needed

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  • Helpful answers

  • by Diana.McCall,

    Diana.McCall Diana.McCall May 21, 2016 7:16 AM in response to puttitat
    Level 5 (4,819 points)
    Apple TV
    May 21, 2016 7:16 AM in response to puttitat

    Are you using the DNS from your ISP? If not, you may be experiencing name resolution problems. Could you try using the default DNS and see if it helps?

  • by Winston Churchill,

    Winston Churchill Winston Churchill May 21, 2016 8:34 AM in response to puttitat
    Level 10 (104,511 points)
    Apple TV
    May 21, 2016 8:34 AM in response to puttitat

    Intermittent problems are often a result of interference. Interference can be caused by other networks in the neighbourhood or from household electrical items.

     

    You can download and install iStumbler (NetStumbler for windows users) to help you see which channels are used by neighbouring networks so that you can avoid them, but iStumbler will not see household items.

     

    Refer to your router manual for instructions on changing your wifi channel or adjusting your multicast rate.

     

    There are other types of problems that can affect networks, but this is by far the most common, hence worth mentioning first. Networks that have inherent issues can be seen to work differently with different versions of the same software. You might also try moving the Apple TV away from other electrical equipment.

     

    The following article(s) may help you.

     

    Troubleshooting Wi-Fi networks and connections

    Recommended Wi-Fi settings

    Sources of Interference

    Wifi Diagnostic Software (for Mac users)

     

    You may also find some help on this page, where I’ve collected some of the more unusual solutions to network issues.

  • by puttitat,

    puttitat puttitat May 21, 2016 12:20 PM in response to Winston Churchill
    Level 1 (4 points)
    Apple TV
    May 21, 2016 12:20 PM in response to Winston Churchill

    I don't buy the interference suggestion. Two different physical addresses, two different network environments (including router), the exact same issue? While it's appreciated, it's not a road that makes any logical sense to go down. The Apple TV is the ONLY device in my network experiencing this. My MacBook Pro, even when placed right next to it, tests a stable 262/251 mbit down/up. The MacBook never fails. Neither does my iPad nor any of my iPhones.

     

    I've tried with my ISP's DNS servers, OpenDNS (208.67.220.220/208.67.222.222) and Google (8.8.4.4/8.8.8.8) - although DNS shouldn't prove an issue when the connection already is established. Samme issue no matter the DNS provider.

     

    Troels

  • by Winston Churchill,

    Winston Churchill Winston Churchill May 21, 2016 12:26 PM in response to puttitat
    Level 10 (104,511 points)
    Apple TV
    May 21, 2016 12:26 PM in response to puttitat

    It's up to you what you buy I guess, but I'd be very surprised if it isn't something related to your network. Not sure why you ar fiddling with DNS, you need to use the settings provided by your ISP, any other may well cause issues.

  • by puttitat,

    puttitat puttitat May 22, 2016 7:21 AM in response to Winston Churchill
    Level 1 (4 points)
    Apple TV
    May 22, 2016 7:21 AM in response to Winston Churchill

    Two different networks and environments, exact same symptoms. Not environmental, sorry.

     

    Just an old habit, DNS. Same issue no matter the provider. Thus, not DNS.

     

    I'll just take the ATV to have it replaced. Contrary to belief, even Apple products can be defective.

     

    Troels

  • by Briansyddall,

    Briansyddall Briansyddall May 22, 2016 10:06 AM in response to puttitat
    Level 6 (9,350 points)
    Apple Watch
    May 22, 2016 10:06 AM in response to puttitat

    Hi

    If you are using WiFi try an Ethernet cable to router if you have a free socket .

    Cheers

    Brian

  • by Gino_Cerullo,

    Gino_Cerullo Gino_Cerullo May 22, 2016 10:31 AM in response to puttitat
    Level 3 (567 points)
    Apple TV
    May 22, 2016 10:31 AM in response to puttitat

    When trying to diagnose a problem I'm am big fan of using the process of elimination. With that in mind, and with an understanding that you don't want an solution that includes wired ethernet, you might want to try a wired ethernet test anyway.

     

    By doing a wired ethernet test you can determine whether the problem is network related or not. For example, if the symptoms are eliminated with a wired connection you know that the problem is related to your Wi-Fi connection.

     

    If you find that it is in fact a Wi-Fi issue, maybe creating separate 2.4 and 5 GHz networks and testing on both separately may help narrow down the cause.

     

    See what I'm getting at?

  • by puttitat,

    puttitat puttitat May 22, 2016 11:54 AM in response to Gino_Cerullo
    Level 1 (4 points)
    Apple TV
    May 22, 2016 11:54 AM in response to Gino_Cerullo

    Wired connection will solve the issue, I'm sure. I just don't see wired ethernet as a solution in 2016. Especially not with an Apple product connected to a high-end Apple router.

     

    My WiFi-network is perfectly fine, based on the fact that only the Apple TV is acting up. Not a single one of my other devices are acting up, not even a WiFi connected printer located in the other end of my house. Those are normally notoriously unstable...

     

    I was hoping for a hint to some sort of WiFi configuration on the Apple TV, but there doesn't seem to be any suggestions other than "Your WiFi is broken", which isn't the case. Sorry to be so straight-forward, but simple logic (and a five-year IT education with two years spent on networking) kinda rules my WiFi being broken in general.

     

    I'll be returning the Apple TV to the shop.

     

    Thanks for your input, it's appreciated nonetheless.

     

    Troels

  • by Tech198,Solvedanswer

    Tech198 Tech198 May 22, 2016 1:06 PM in response to puttitat
    Level 1 (48 points)
    Apple Pay
    May 22, 2016 1:06 PM in response to puttitat

    If its only Apple TV having issues ,that rules out the router.  But i would still play movies via iTunes,or Netflix website or app on Mac/tablet/phone just to see if it still happens  as a temp solution...

     

    If its ok,, then u know its the Apple TV,,, Do a restore first before returning.  You may not want to blame the Apple TV, but what are the other options.. if it plays fine elsewhere..?

  • by puttitat,

    puttitat puttitat May 22, 2016 11:59 PM in response to Tech198
    Level 1 (4 points)
    Apple TV
    May 22, 2016 11:59 PM in response to Tech198

    The channel I'm on is the least busy channel in the area, so no sense in switching to a more busy WiFi channel.

     

    Netflix works perfectly on my PS3 and XBOX One. Airplay to the Apple TV breaks aswell (no matter if it's one of my iPhones, my iPad or my Macbook), so streaming from device to ATV is not an option right now.

  • by Doctor Zhivago,

    Doctor Zhivago Doctor Zhivago May 26, 2016 1:45 PM in response to puttitat
    Level 1 (18 points)
    Mac OS X
    May 26, 2016 1:45 PM in response to puttitat

    I have a related issue, wonder if anyone can help:

     

    Just moved to South Africa. We have a brand new Apple TV which seems to work fine. It is connected via our wireless router with excellent signal strength. Our internet connection is really slow, around 3mb - but for some reason our new free trial to Netflix (via Apple TV) plays content quickly and with no hiccups. However....the TV shows we bought on iTunes before we moved to SA take forever to load - up to two hours for a 55 minute episode. My question therefore is: How can Netflix be so quick yet iTunes be so slow ?? They are using the same Apple TV, connected to the same slow Wifi, so surely there shouldn't be much difference. My new Apple TV has loads of spare GB storage, so there shouldn't be a buffering problem. It is really frustrating.

  • by Winston Churchill,

    Winston Churchill Winston Churchill May 26, 2016 1:52 PM in response to Tech198
    Level 10 (104,511 points)
    Apple TV
    May 26, 2016 1:52 PM in response to Tech198

    But i would still play movies via iTunes,or Netflix website or app on Mac/tablet/phone just to see if it still happens  as a temp solution...

     

    If its ok,, then u know its the Apple TV,,,

    Wrong.

  • by Winston Churchill,

    Winston Churchill Winston Churchill May 26, 2016 1:54 PM in response to Doctor Zhivago
    Level 10 (104,511 points)
    Apple TV
    May 26, 2016 1:54 PM in response to Doctor Zhivago

    Doctor Zhivago wrote:

     

    My question therefore is: How can Netflix be so quick yet iTunes be so slow ?? They are using the same Apple TV, connected to the same slow Wifi, so surely there shouldn't be much difference. My new Apple TV has loads of spare GB storage, so there shouldn't be a buffering problem. It is really frustrating.

    Netflix uses adaptive streaming so if you have a slow network its sends you low quality video, that's why.

     

    Buffering issues are caused by slow connections not a lack of storage space.

  • by Doctor Zhivago,

    Doctor Zhivago Doctor Zhivago May 26, 2016 2:00 PM in response to Winston Churchill
    Level 1 (18 points)
    Mac OS X
    May 26, 2016 2:00 PM in response to Winston Churchill

    Thank you for the interesting and informative answer. If what we have been watching on Netflix is "low quality", I'm buying ! It is good enough for me - pretty good picture quality, excellent sound quality - I would never have guessed unless you had mentioned it. I wish Apple would do the same - it is simply the difference between "useable" and "useless" and whilst we have this slow internet speed, Netflix is the former and iTunes the latter, which means it's Netflix's gain and Apple's loss. How short sighted of Apple and how arrogant, to assume that everyone has a high speed connection. Moreover, judging by the sheer number of threads on these pages from disgruntled users with very high speed connections who still have iTunes download problems (compared with rival services), I wonder if there is more to it.......