Network help, please

Question

Level 1

8 points

Network help, please

Hi,

I'm having issues with Siri. Sometimes when I speak into it, I see the waves move like it's heard me but nothing happens except the line moves back and forth several times and after about a minute I get a message that Siri can't connect, please try again later. I've tried resetting the network, I've done a full factory reset on the Apple TV. I called Apple support today and they said it was probably an issue with my service provider blocking ports or putting up a firewall. I asked how I can fix this and they only said call my service provider. I have no idea what to ask Comcast to look at and Apple support couldn't tell me. Can anyone tell me?

Honestly, I'm so frustrated right now I'm tempted to say F it and buy a Roku.

Apple TV

Posted on Jun 5, 2016 1:42 PM

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Answer 1

Jun 5, 2016 4:22 PM in response to CubFan41

Please try changing the Apple TV network settings to get DNS automatically.

Also change the router internet settings to get DNS automatically.

Are you in a country where Siri is supported?

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Answer 2

CubFan41 Author

Level 1

8 points

Jun 5, 2016 4:49 PM in response to Diana.McCall

I'm in the US, so yes on the SIRI question.

If it matters, I was running on a WiFi setup but bough a cord and plugged in to ensure that wasn't the issue.

Just changed Apple TV to automatically get DNS, so we'll see if that fixes things. Thanks for easy, straightforward instructions. I'm not a network expert and don't pretend to be.

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Answer 3

Jun 6, 2016 5:23 AM in response to CubFan41

If siri works some of the time the problem is unlikely to be the Apple TV or your provider but rather your local network.

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.

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Answer 4

CubFan41 Author

Level 1

8 points

Jun 6, 2016 8:58 AM in response to Winston Churchill

So far changing the DNS settings has solved things but I haven't had a chance to use it a ton.

I'm currently not on a Wifi -- the box is plugged directly into my router. Could interference still be the problem?

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Answer 5

CubFan41 Author

Level 1

8 points

Jun 6, 2016 9:10 AM in response to CubFan41

duplicate post.

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Answer 6

Jun 6, 2016 9:11 AM in response to CubFan41

the box is plugged directly into my router. Could interference still be the problem?

It's much less likely over internet, although not impossible.

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Answer 7

Jun 6, 2016 9:12 AM in response to CubFan41

Just for info, what were you using for DNS on the ATV?

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Answer 8

CubFan41 Author

Level 1

8 points

Jun 6, 2016 9:16 AM in response to Diana.McCall

It said Manual and nothing was in box asking for a DNS address. I hadn't touched it since I set up the system.

The bad news: when I just turned on the ATV, the same SIRI problem came back.

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Answer 9

Jun 6, 2016 12:04 PM in response to CubFan41

Do the ATV video apps work normally? So Siri is the only thing affected, and only intermittently?

The message you describe seems to indicate that Siri cannot reach the Apple server that it requires. If videos play with no problem, it's hard to figure what affects only Siri.

Could you try connecting the ATV on WiFi and see if it's any better?

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Answer 10

CubFan41 Author

Level 1

8 points

Jun 6, 2016 12:16 PM in response to Diana.McCall

Yes, literally everything else on both ATV and my network -- computer and smartphone -- works while SIRI is not working. And, correct, it is only intermittently. I've tried both WiFI and an ethernet connection and it doesn't seem to impact anything. My guess is that there's a hardware issue. The only thing I haven't tried -- because it's not physically possible -- is connecting to another network.

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Answer 11

CubFan41 Author

Level 1

8 points

Jun 6, 2016 12:21 PM in response to Diana.McCall

I suppose it's theoretically possible that Comcast is blocking a port that only SIRI is using but if that was the case, since Comcast is the single largest cable provider in the country, I'd expect this to be a much more common problem. And, really, I hate that Apple is expecting me to be a networking expert in order to use, in effect, a piece of consumer electronics. But that's a complain for any Apple employee who might be browsing this, not you.

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Answer 12

Jun 6, 2016 12:26 PM in response to CubFan41

Streaming a movie and uploadimg data collected with Siri are different,Im not surprised one can exhibit issues when the other doesn't. I'm inclined to doubt your hardware theory.

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Answer 13

CubFan41 Author

Level 1

8 points

Jun 6, 2016 12:29 PM in response to Winston Churchill

But it almost has to related to the ATV because while Siri isn't working I can visit websites on my phone (WiFI) or computer (Ethernet), which seems much more similar to uploading data collected from Siri. I can even look up movies in the itunes app on the Apple TV.

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Answer 14

Jun 6, 2016 12:38 PM in response to CubFan41

What you can do on other devices or with different apps isn't always relevant and I don't believe it is here. I've seen it myself but not all that often. Try it somewhere else and see if you see a difference.

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Answer 15

CubFan41 Author

Level 1

8 points

Jun 6, 2016 12:55 PM in response to Winston Churchill

It's not physically possible for me to connect to another network. Is there anything else I can do to fix this? Is there any guidance on what to ask of Comcast so I can try support's suggestion? When I called and asked if they were blocking any ports they said, "I'm not sure what you're asking sir. Our service is completely compatible with Apple TV."

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