HT203422: Get help playing or streaming content on your Apple TV

Learn about Get help playing or streaming content on your Apple TV
J Bertram
Level 1 (23 points)
Apple TV

Q: Apple TV 4 will not stream Trailers but had no problem with full movies

I'm using an Apple TV 4 with a 2TB Apple Time Capsule router.  I get 50 Mbps download from my ISP via cable modem.

 

The Apple TV will play YouTube with no issues; Apple Movies that I've purchased with no issues; Apple Movies previews with no issues; and Weather Channel App clips as a test with no issues.

 

When I play Apple Trailers App previews/trailers, I get the spinning black sun with white rays about 20 seconds in to the trailer and it sits there for 3 to 4 minutes or indefinately, depending upon the trailer.

 

I've tried unplugging and plugging back in; signing in and out of iTunes; setting resolution to 720p - 60 Hz; and unplugging the Apple TV Gen 3, which sits next to it.  None of these have helped.

 

Why is the Apple Trailer app getting throttled?

Apple TV, OS X El Capitan (10.11.6), Apple TV Gen 4

Posted on Sep 9, 2016 1:18 PM

by J Bertram,Apple recommended
J Bertram J Bertram
Level 1 (23 points)
Apple TV
A:

This turned out not to be a problem with Apple's side at all...  After multiple tests of internet speed, it was determined that I was getting variable download speeds from my ISP.  Speeds were ranging from 1kbps to 3 Mbps, when I was paying for 50 Mbps.  What was happening was that when I was looking at trailers, I just happened to be getting the low speeds and when I tested my movie purchases, I was getting 50 Mbps.  The ISP was notified and they serviced my account and I'm getting a solid 50 to 60 Mbps... for now!  Sorry, Apple!  Please delete if you can!.  I can't.

Posted on Sep 12, 2016 3:20 PM

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J Bertram

Q: Apple TV 4 will not stream Trailers but had no problem with full movies

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  • Helpful answers

  • by Rysz,

    Rysz Rysz Sep 9, 2016 1:58 PM in response to J Bertram
    Level 7 (20,279 points)
    iTunes
    Sep 9, 2016 1:58 PM in response to J Bertram

    Might just be an issue at Apple's end, on their servers. Try again later.

  • by J Bertram,Apple recommended

    J Bertram J Bertram Sep 12, 2016 3:20 PM in response to J Bertram
    Level 1 (23 points)
    Apple TV
    Sep 12, 2016 3:20 PM in response to J Bertram

    This turned out not to be a problem with Apple's side at all...  After multiple tests of internet speed, it was determined that I was getting variable download speeds from my ISP.  Speeds were ranging from 1kbps to 3 Mbps, when I was paying for 50 Mbps.  What was happening was that when I was looking at trailers, I just happened to be getting the low speeds and when I tested my movie purchases, I was getting 50 Mbps.  The ISP was notified and they serviced my account and I'm getting a solid 50 to 60 Mbps... for now!  Sorry, Apple!  Please delete if you can!.  I can't.