AppleTV 4K freezing in playback of 4K iTunes movies

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Level 1

33 points

AppleTV 4K freezing in playback of 4K iTunes movies

TV os 11.1 I have been getting intermittent freezing of playback with the swirl icon with 4K films even when they have been downloaded to the 64 AppleTV 4K the only recourse is to restart the Apple TV and when restarted the movies app has lost the place it had reached in the film meaning a lot of siri advance 5 min to to near the storage point

my data is 5/50 gigabit wired ethernet and there is no problem with it when this happens

is there any thing else I can do other than restart when this happens?

anyone else seen this problem?

iMac with Retina 5K display, macOS High Sierra (10.13.1), 4 GHz Intel Core i7

Posted on Nov 16, 2017 10:15 AM

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Answer 1

vazandrew

Level 8

40,348 points

Nov 16, 2017 3:39 PM in response to Windshadow99

The Apple TV is a streaming device, the storage is only for apps (media is not stored).

Was connection verified using speedtest

Make sure DNS is set to auto (settings - network)

Try another ethernet cable

Test on another network

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Answer 2

Windshadow99 Author

Level 1

33 points

Nov 16, 2017 5:25 PM in response to vazandrew

I meant to say the iTunes 4k movies are on a mac mini with 4 tera of ssd storage where I download all my films that is on the wired ethernet network the whole network is fine it is not that it is in the 4k and it is new since the 11.1 update

the speed was checked at 5,7/54 on that networked Mac mini while the appleTV 4K was spinning its wheels watching a fresh 4Khdr copy of Harry potter one... and after the restart the film played fine except it had forgotten how much of it had played ....

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Answer 3

vazandrew

Level 8

40,348 points

Nov 16, 2017 5:56 PM in response to Windshadow99

4K content cannot be downloaded from iTunes, it is only available for streaming on Apple TV. Issues can come at any time and a reboot will reset the connection. If you are streaming local copies then the internet speed isn't relevant and investigation of the local network is required.

How exactly have you verified the network?

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Answer 4

Windshadow99 Author

Level 1

33 points

Nov 16, 2017 6:16 PM in response to vazandrew

Oh yes I also tested it with an apple AirPort Extreme 802.11ac

but that was fine as it is fed by the same cable modern as the ethernet network is Normally I just use the airport for the iOS devices in the house so aside from the chance of interference I guess it has been on the wiFi network all day with no problems (as long as a 4K film is not also being watched on the iPad pro) but the freeze in the movies app only happens every 10 or so hours of 4K movie use. I can leave it there but the whole point of having the AppleTV 4K on the wired network is to be sure that there are no wifi problems.I also use the wifi for the Sony A1E OLED 4K HDR smart tv and the Sony 4K Blueray. they all work just fine on it as only one at a time use the full bandwidth of wifi

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Answer 5

Windshadow99 Author

Level 1

33 points

Nov 16, 2017 6:21 PM in response to vazandrew

I run the speediest website or app on it at the ethernet port of the cable modem with nothing else on it then do it air the end of each Cat7 cable and it slightly above what spectrum says I should have their 5/50 service I even have the same numbers on the iOS devices via the speediest app with minor variations never less than 45/4.8

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Answer 6

Windshadow99 Author

Level 1

33 points

Nov 16, 2017 9:01 PM in response to vazandrew

I assume that if I have downloaded th movie to iTunes on the Mac and the Mack is on the same wired network as the tv that when I use the app on the tv it is taking the film from the short length of high speed data cable to the Mac and not try to stream it from a data centre a long way away. All the extras for the film are available so I assume it is coming from iTunes why does all this matter the problem is it is freezing some times. And when it freezes I can go to the iPad Pro and check speed on it over the WiFi so I know that the network connection is fine. Then I can menu back out of the frozen movie on the atv an go to the restart selection and once it restarts things are again fine for a few days . To me this looks like an appletv 4K problem but I am just looking for a work around till it is fixed. To try to be a bit more clear the appletv is not freezing I am playing the movie by selection of its last viewed frame on the top row with continue showing in its corner I if that is not the movies app or the iTunes app then I do not know what is showing the 🎥

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Answer 7

vazandrew

Level 8

40,348 points

Nov 17, 2017 6:58 AM in response to Windshadow99

If you are using the movies app then it is streaming from the cloud (“data centre”), you need to use the computers app if you want to stream the content stored on your Mac. If you are streaming from iTunes then try disabling quick start. If you were using home sharing then as I said it is the local network that needs investigating.

Checking from another device doesnt doesn’t rule out the network

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Answer 8

vazandrew

Level 8

40,348 points

Nov 16, 2017 6:27 PM in response to Windshadow99

Earlier you said you were streaming content from the Mac, and now that the issue is occurring when using the movies app on ATV. Which is it?

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