Apple TV 4K Netflix No Video

The only thing I can add to this conversation is that Netflix and the new TV 4K got along fine for a couple of weeks, we had no issues. Suddenly several days ago after no changes by us (though possible TV 4K update because it's set to auto-update) Netflix video disappeared. Still have audio and sub-titles, but the main picture is black.

As others are reporting, every other app source (YouTube, Crackle, TED, etc.) works fine. Our television is a Sony Bravia 1080p, not 4K.

Help!

Thanks Robert. I just submitted feedback also at http://www.apple.com/feedback

I encourage everybody that's having this problem submit feedback.

Here's what I put:

Hi,

This is to report a problem that I'm having. I also see it being reported in other forums, including Apple's:

https://discussions.apple.com/thread/8110879

My setup:

Apple TV 4k running 11.2.5 (beta 4 or 5)

Sony XBR65X930E TV

Certified Premium Monoprice HDMI cable

Apple TV connected to TV via HDMI.

Problem:

Assuming just powered on Apple TV, I can watch Hulu without problems in 4k. I turn off the TV and come back after a few hours (overnight), I watch Hulu again but get a black screen where the video should be BUT there is audio, the interface works fine and I can go back to the main screen without any problems.

Tried:

- Force exiting Hulu - no effect.

- Sleep and wake - no effect.

- Restart Apple TV - fixes the problem temporarily until I stop watching for a few hours.

Are there any news about fixing this issue?

What I have done until now:

• Resetting Apple TV 4k / installing last beta 11.2
• Resetting Sony TV (with actual android tv 7)
• finding an issue, that cec between TV and Apple TV did not work - solving this issue by resetting Apple TV
• changing HDMI cable

Results:

All 4k hdr apps on Apple TV 4k work instead of Netflix. Telefone support of Netflix could not help also.

"Old" Apple TV 4 (TV OS 11.0) works perfect...

Any ideas to solve this problem?

I am using a Samsung TV with an Apple TV 3 and it seems that I have the same issues as describe here. Here is a details list of the issues I am encountering:

• When running anything on Netflix I have no video, just audio and subtitles. I also can't pause the video when is running by pressing the touch pad of remote.
• For me Amazon Prime Video app is also not working, but different behaviour: Nothing is started, it just remains stuck with the black screen. (Also the loading icon is stuck).

I tried restarting Apple TV, but no success. I haven't tried yet to restore to factory settings yet. Waiting to see if anybody finds the real issue we are all encountering.

I just installed the latest tvOS beta - 6 please and there is a Sony update that came out yesterday for my XBR-49X900E - the update version is PKG6.2818.0075NAA.

As part art of the patch fixes list is the following - not sure if it is related to our problem or not:

Resolves an issue where frame drops occur and the AV is out of sync when playing 4K HDR 60fps content.

Here is the full list of what the patch fixes - I have not installed it yet:

• Improves general performance of the TV
• Adds support for the Amazon® Alexa™ app that runs on Amazon Echo™ devices
• Resolves an issue where optical digital sound sometimes stops
• Resolves an issue where the TV speakers and the sound from the PS4 controller are out of sync
• Resolves an issue where frame drops occur and the AV is out of sync when playing 4K HDR 60fps content
• Adds support for the A2DP Bluetooth® profile
• Adds support for PIP (Picture-in-Picture) while using an app (watch TV in a small window while using an Android TV™ app)
• Adds support for Hybrid Log-Gamma HDR content via HDMI® and USB/Home network
• Improves the Settings screen to support changing settings while viewing TV (some exceptions may apply)
• Adds support for task-switching (switch between previously used apps and the current app by holding down the HOME button on your remote until the task-switching menu appears)

I had the exact same problem with the Apple TV 4k (OS 11.1, most recent update)

TV: Hisense 55H9B2 4k curved tv

Cable: Apple-recommended Belkin Ultra HDMI cable

(plus about 6 other 18Gbps cables I bought from Monoprice for much less)

All YouTube 4k content played fine, and I could play 4k movies from iTunes with no problems. Netflix would allow me to browse the content, but when I played 4k videos I would hear sound and could see the UI elements but the video stream was a green screen. When I played regular 1080P content the screen was black, but I could hear sound and see UI.

The Apple TV 4k automatically chose 4k SDR, and would not switch to any other output resolutions. I called Netflix and Apple trying to troubleshoot, but neither could find a solution except to point out that it seems like an HDCP 2.2 issue and to try upgrading my cable. I tried 7 difference cables, including the recommended one from Belkin.

I finally found a post on Amazon for my TV which mentioned that my TV firmware needed an update. The TV's online firmware update feature returned nothing, but I knew mine was the oldest shipped for this TV. Thankfully, someone posted the most recent firmware file on Amazon. I updated via flash drive, and suddenly the Apple TV 4k asked to upgrade the display output to 4k 60Hz HDR. After I changed the output, Netflix started displaying all videos properly.

Check for a firmware update for your television.

For reference for anyone with the Hisense 55H9B2 TV, I upgraded from F1211 to H0117 in order to enable 4k 60Hz HDR (https://www.amazon.com/gp/customer-reviews/R24J42DVDCE5FM/ref=cm_cr_getr_d_rvw_t tl?ie=UTF8&ASIN=B00ZGIJDOU).

This issue has me verging on tears I have been battling with it for so long!

I am experiencing the same issue with Netflix as you describe above, as well as on the streaming service STAN. All other streaming apps work fine.

I am using the same Apple compliant HDMI Cable.

After troubleshooting Apple decided to replace my Apple TV, however the problem persisted. I quickly came to the conclusion that it has to be HDCP 2.2 to blame and took my TV in for repair under warranty (Bauhn 55'' 4k UHD TV). They replaced the main PCB board.

I brought it home from the repair shop today and all was working fine. I messed around changing over my router as I had been meaning to do it and suddenly the issue is back. I don't believe the router change over is related. I have searched high a low for a firmware update for my specific Bauhn model to no avail. I am sad and frustrated and don't know what to do anymore!

HELP!

Same thing with me - Start a 4K movie in Netflix and I get a green or black screen with sound. Restarting the Apple TV fix the problem but only temporarily - following day I have to reset again.

BTW, I have a TV is a Sony Bravia and my model supports only HDR10 (no Dolby Vision). Something I noticed in Netflix - when I look at a 4K movie description, it does mentions HDR when everything is working but it says "Dolby Vision" when I get those black/green screen. Almost sounds like the Apple TV is getting wrong information from the TV or there is something wrong with the latest version of TV OS. I do not think that I had that problem before the latest TVOS update. Has anyone tried the latest TVOS BETA ?....

My model is the Sony XBR-49X900E.

If I watch a Netflix movie using the Netflix (Google) app on the TV I do not have that problem. The problem only occurs with the Netflix app on the Apple TV. It is not an HDMI cable issue (tried different cables - currently using the Belkin Ultra HD cable that Apple is selling online).

I am also using 4:2:2 encoding - I have not tried setting it down to 4:2:0 - maybe it would make a difference regarding that problem.

4

I have the same problem. Sony Bravia 4K television, AppleTV 4K. I have tried multiple HDMI cables, but none fix the problem. The first few weeks that I had this combination of TV and AppleTV, this problem did not occur. Sometime within the last 2-3 weeks, it began giving me problems. When I go into Netflix on the AppleTV, I can start playing a show. Sometimes, I get audio only on a black screen. Other times, it begins playing normally, but freezes up after anywhere from 10-30 seconds of playing. The only way to fix it is to force a restart of the AppleTV. I will note that playing Netflix through the Sony app on the TV itself does NOT do this. Also, my older AppleTV (connected to an older Sony Bravia) does not have this problem at all. This is clearly something that changed only recently on the 4K.

Yes - this is still happening to me too. I just tried the latest TVOS Beta (released yesterday) and that did not fix the problem. There is no problem watching 4K movies from the the Apple store - i.e. the 4K issues seems to be primarily taking place with the Netflix app. Not sure if there are any other Apple TV app that can display 4K move like Netflix - it would be nice to know if that problem is taking place only with Netflix or not.

So who is the culprit? For me three possibilities: the newest TVOS version, the Netflix app (when was it last patched ?...) or the Sony TV firmware (a patch was released in November).

I'm having the same problem with a Sony Bravia 4K. I have an Apple TV 4K connected via HDMI using Apples recommended Belkin High Speed HDMI cable directly to my Sony X800D TV. Video settings are set to 4K SDR 4:4:4. (This issue occurs in 4:2:0 as well.)

I've been having this issue since I updated to tvOS 11.1. After waking up my Apple TV from sleep I get no video in Directv Now , Netflix and Hulu. Audio works just fine and I hear it playing while my TV shows a black screen. When I exit the apps back to the Home screen my TV displays the menu just fine. Only when trying to watch video I get a black screen. A restart of the device fixes the issue temporarily but it comes back in a few hours after the Apple TV has been woken again. Something I find odd is that YouTube works fine.. probably because it doesn't require HDCP?

Since I assumed this was a HDCP compatibility issue with my HDMI cables, I purchased Apples recommended Belkin High Speed HDMI Cable which is HDCP 2.2 compatible but the same issue occurs.

Does everyone with this issue own Sony TVs? Seems like the thing we all have in common is Sony. I’m really frustrated that I haven’t been able to get it working. Same issue hours after rebooting the ATV.

I had the audio, but no video issue as well. Restarts, resets, and changing video settings did not assist. This issue also occurred in DirecTV Now leading me to suspect the cable HDCP as the issue. Swapping to a spare, cheap cable appears to have resolved the issue.

Notably, I replaced a 3th Generation ATV that had no issues with this cable with this new 4K last week. Still working out kinks with 11.2. Good luck.

Just for the record, the issue is not only with Netflix. I am having the same issue with the BroadwayHD app. Audio comes through, but not video. The stream displays correctly only after a restart of the Apple TV.