Wayne Wilson1

Q: TVOS10 Bug: An error occurred loading this content

I have two AppleTV 4 devices.  One has updated to TVOS10, while the other has not.  The one that HAS updated gives the error in the subject of this post and also will not play in PLEX.  No hardware changes have been made.  Both connect to the same iTunes Library.  The non-upgraded device plays everything fine.  The only difference between the two boxes is the upgrade to TVOS10.  I have rebooted and restored to factory settings the upgraded unit to no effect.  I have rebooted wifi, iTunes, the computer iTunes is on.  Again, to no effect.

 

Here are the questions:

1.  Is this a known bug that will hopefully be resolved quickly?

2.  Is there a way to return the AppleTV 4 to a lower OS version?

3.  Is there a way to return the AppleTV 4 for a non-TVOS 10 version?

4.  Are the AppleTV 4s in the store upgraded to 10?  If not I could toss this one and buy another, but never upgrade.

5.  What is the cause of this message?

Mac Pro, OS X Mavericks (10.9.5), Uprgrade = Random Reboots

Posted on Sep 17, 2016 2:54 PM

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Q: TVOS10 Bug: An error occurred loading this content

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  • by Winston Churchill,

    Winston Churchill Winston Churchill Sep 17, 2016 3:05 PM in response to Wayne Wilson1
    Level 10 (103,845 points)
    Apple TV
    Sep 17, 2016 3:05 PM in response to Wayne Wilson1

    No bug

    No

    No

    Not sure.

    Something related to your local environment

  • by Wayne Wilson1,

    Wayne Wilson1 Wayne Wilson1 Sep 17, 2016 5:13 PM in response to Winston Churchill
    Level 1 (19 points)
    Apple TV
    Sep 17, 2016 5:13 PM in response to Winston Churchill

    Winston,

     

    Since you seem to know all bugs for TVOS 10, I presume you are an Apple employee.  While your post is of virtually no help, it does alert me to the possibility that I was unclear.  Not a single aspect of my physical environment has changed.  I use all Apple technology for computers and wifi.  Cables are the same, computers are the same, iTunes server is the same, wifi is the same, TVs are the same, Apple TV devices are the same and cable provider is the same.  No physical devices have been changed (aside from my new iPhone 7 that does not appear to be critically involved in my watching AppleTV aside from being used as a remote).  However, it is possible that the update raised the HDCP protocols beyond the level of my cables.  However, I would be very curious how it is possible that the protocol would work for every movie purchased from Apple iTunes, but not for movies that were ripped by me and that have always worked on this same device until 2 days ago when it was updated.

     

    I am also curious how someone who definitively knows every bug in TVOS 10 doesn't know whether or not there are AppleTV 4 devices in stores without TVOS 10,  It would seem an Apple employee should know.

     

    In short, I am still waiting for useful information.

     

    Thanks for the attempt Winston.

  • by vazandrew,

    vazandrew vazandrew Sep 17, 2016 8:16 PM in response to Wayne Wilson1
    Level 6 (19,115 points)
    Apple TV
    Sep 17, 2016 8:16 PM in response to Wayne Wilson1

    This is a user forum, you aren't speaking to anyone from Apple here

     

    Network issues can come at any time without any changes done by the user. Another device working does not rule that out. If it is in relation to the plex app specifically then it may be a bug within the app that the developer needs to address.

  • by Wayne Wilson1,

    Wayne Wilson1 Wayne Wilson1 Sep 17, 2016 10:28 PM in response to vazandrew
    Level 1 (19 points)
    Apple TV
    Sep 17, 2016 10:28 PM in response to vazandrew

    1.  Thanks for removing any subtlety from my point.  No one but an Apple employee would know every known bug and be able to opine.

     

    2.  Not a network issue as everything else goes to Apple TV effortlessly.  The only things that do not get through are non-Apple files that previously went through fine.  Additionally, the network still produces the video without any problem to other Apple TV.  I should not have to keep reiterating prior points that are clearly made.  Also, Network issue do not sporadically happen.  That is asinine.

     

    3.  Not related to Plex, it can play things that AppleTV 4 can no longer play in home sharing.  Plex works fine, only change between two AppleTVs and the entire network system is the upgrade to TVOS 10.

     

    4.  I would like to stop wasting my time with Apple fan boys who rush to the defense of Apple.  I am a shareholder in Apple and have used Apples since the Apple II.  I myself am an Apple fanboy.  Please do not respond to my issue unless you have a valid and rational explanation of a potential problem rather than another excuse why Apple is not top blame..  EVERY issue related to this error has been HDCP protocols, which likely means that Apple did something with the update they did not intend to that resulted in an escalation beyond HDCP PROTOCOL FOR UNSIGNED VIDEO.  Since my cable handles 3D 1080p video, I don't think that's the problem.  Let someone with actual ideas respond rather than defensive fanboys.  I love Apple as much as the next guy, but I am tired of wasting my time with the  and that was made clear.  Ultimately, the problem boils down to what increased HDCP protocols did Apple initiate with this upgrade and is it Apple's intent to only accept their files.  If so, I need to implement an alternative system so that I can still utilize non-Apple data files.

  • by vazandrew,

    vazandrew vazandrew Sep 18, 2016 4:10 AM in response to Wayne Wilson1
    Level 6 (19,115 points)
    Apple TV
    Sep 18, 2016 4:10 AM in response to Wayne Wilson1

    You have done nothing to troubleshoot, and as already stated another device working does not rule anything out. Of course they can happen sporadically.

     

    This can relate to any device, it has nothing to do with defending anyone, rather it is you who is in a rush to blame the device. There is no widespread issue and no bug. You aren't going to receive any help with the current attitude in place. I suggest you contact Apple directly.

  • by Winston Churchill,

    Winston Churchill Winston Churchill Sep 18, 2016 5:00 AM in response to vazandrew
    Level 10 (103,845 points)
    Apple TV
    Sep 18, 2016 5:00 AM in response to vazandrew

    I suspect you might be wasting your time here

  • by Wayne Wilson1,Solvedanswer

    Wayne Wilson1 Wayne Wilson1 Sep 18, 2016 2:55 PM in response to Winston Churchill
    Level 1 (19 points)
    Apple TV
    Sep 18, 2016 2:55 PM in response to Winston Churchill

    Well, I spent an hour with Apple this morning trying to solve the problem by walking through all of the steps that I had done yesterday.  However, at the end of the call the service person sent me instructions for restoring the AppleTV by using a USB-C cable to restore through iTunes (who knew).  While restoring to TVOS10 did nothing, I was able to restore to 9.2.2 and everything worked brilliantly.  I notified Apple and they have flagged it as a bug and are sending to TVOS for repair in next OS version.  Apple service reps suggestion was not to upgrade.

     

    By the way, A colleague of mine who also maintains his own library as the preferred viewing method has the same issue.

     

    In short, it was the upgrade, it is a bug, AppleTV4 can be restored to lower OS and the problem was in no way environmental.

     

    Hopefully this helps the other people with their own movie libraries.

  • by Coluch,

    Coluch Coluch Sep 19, 2016 8:38 PM in response to Wayne Wilson1
    Level 1 (4 points)
    Sep 19, 2016 8:38 PM in response to Wayne Wilson1

    Thank you so much for sharing!  I have the same library-crippling error with my iTunes catalog of TV & Movie backups. Until the tvOS 10 auto update, I was flawlessly playing my full quality Blu Ray backups (copied into MP4 containers, and organized with iTunes).  Now, only lower quality videos will play over Home Sharing, and sadly, the two shows that we are currently in the middle of watching give us the dreadful "An error occurred loading this content" screen.  :-(

     

    I really hope this is rectified soon, as I don't have a USB-C cable, nor do I want to buy one just to downgrade from an update that broke my home theatre.

  • by Coluch,

    Coluch Coluch Sep 19, 2016 8:43 PM in response to Wayne Wilson1
    Level 1 (4 points)
    Sep 19, 2016 8:43 PM in response to Wayne Wilson1

    How did you downgrade exactly?  Is there an official Apple source for the older tvOS software?

  • by Wayne Wilson1,

    Wayne Wilson1 Wayne Wilson1 Sep 20, 2016 5:37 AM in response to Coluch
    Level 1 (19 points)
    Apple TV
    Sep 20, 2016 5:37 AM in response to Coluch

    Apparently the answer will not go through, but it is identical for restoring the iPhone to earlier OS.

     

    I think it is happening because I encode a third track of Audio (DTS passthrough) so that I can watch in DTS on Plex in my theater room when I am too lazy to put the Blu-Ray in.  These files have always played fine prior to TVOS10, but none played after.