Apple TV 4 freezing, app crashes, etc. WTF!!

MacVault

macrumors 65816
Original poster
Jun 10, 2002
1,154
59
Planet Earth
Hi, I've had the Apple TV 4 32GB unit for a few months now. I never seemed to have issues with my ATV1 or 2 but this ATV4 seems overall unstable... ie. apps crash, netflix app fails to run sometimes and I've had to delete the app altogether and reinstall it to get it to work - RESTARTING THE ATV4 DOESN'T EVEN MAKE THE NETFLIX APP WORK - I totally have to delete it, reinstall it, and re-login to the app with that awful typing from remote experience. I've also had wifi connection problems and main menu gui problems. I have very little installed on the unit and use it very minimally (ie. no games).

WTH is going on with Apple? Are they ever going to fix this with a software update?
 

rolsskk

macrumors 6502
Sep 1, 2008
297
288
How about we dial down the drama?

It sounds like you've got a faulty unit, and if it's been having problems like that for months - why have you not bothered to try to exchange it??
 

benjitek

macrumors 6502a
Sep 23, 2012
865
434
Definitely not the norm. I have the same model, got it on release day and with frequent daily use I've yet to experience it freezing up or an app crashing -- including Netflix.

Maybe do a hard reset, wipe it and set it up as a new device. If that doesn't work, take it to an Apple Store for repair or replacement.
 
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StevenWalker

macrumors regular
Oct 19, 2014
192
36
I've had to delete the app altogether and reinstall it to get it to work - RESTARTING THE ATV4 DOESN'T EVEN MAKE THE NETFLIX APP WORK - I totally have to delete it, reinstall it, and re-login to the app with that awful typing from remote experience.
This is related to your use of a VPN or SmartDNS service... server side security checks now in place.

OR, you are using a shared account and someone else is using a VPN etc which is registering excessive IP hits against your account, which causes the same 'app lock' behaviour.
 

MacVault

macrumors 65816
Original poster
Jun 10, 2002
1,154
59
Planet Earth
This is related to your use of a VPN or SmartDNS service... server side security checks now in place.

OR, you are using a shared account and someone else is using a VPN etc which is registering excessive IP hits against your account, which causes the same 'app lock' behaviour.
StevenWalker, I do not use any vpn, smartdns, and my netflix account is not shared with anyone. I'm going to see if my local Simply Mac store will replace the unit. I'll let you all know how it turns out.
 

StevenWalker

macrumors regular
Oct 19, 2014
192
36
Ok. Maybe you should try doing a full 'restore' of the software before you go to the trouble of taking it back to the store... could be a simple software corruption on the ATV.

Re Netflix, be sure to check out the access page in your account settings to identify what IP addresses are using your account... you want to ensure your account details have not been hijacked.
 
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kagharaht

macrumors 6502a
Oct 7, 2007
872
363
I have replaced it twice. Still same issues. Local streamed movies from home iTunes Home Sharing library still plays jerky or stutters randomly. Ethernet, Wifi same problem. Screen saver setting takes at least two or three times to set when you try to change its setting to your iCloud Photo Library. Yet older Apple TV 2 and 3 plays everything fine.

If you keep it wait for Apple to admit the problem and issue an update. I'll keep it so that I can at least play a few family games and stream my music library or play Netflix. As for iTunes streamed movies and tv shows ATV 4 first gen is just crap.
 

csglinux

macrumors member
Aug 11, 2010
31
47
LA
We're having the same problems with our ATV4. Repeated resets and software updates haven't (yet) fixed these issues.
 

DAKPRO

macrumors newbie
Sep 19, 2012
6
0
Same problem here, Netflix will crash and even will make the controller unresponsive at all (fixed with restart but netflix still freeze), if i close netflix app, and reopen it, it will crash, need to erase and reinstall it again, it happens only with netflix, not other apps.
 

Rousehouse

macrumors newbie
Jul 2, 2016
2
0
I've had to reinstall Netflix once as well (prior to the beta). Seems like a relatively common problem.
I think it is a common problem. Mine has been freezing and crashing non-stop recently. I'm going to wipe it and see if it improves.
 

vikingjunior

macrumors 65816
Aug 17, 2011
1,115
298
Only problem I had was with Slingbox app and AirPlay. It freezes and gets knocked off all together, chromecast no problems.
 

Rousehouse

macrumors newbie
Jul 2, 2016
2
0
I think it is a common problem. Mine has been freezing and crashing non-stop recently. I'm going to wipe it and see if it improves.
I did a factory reset and everything seems back to normal. It looks like I'm going to need to do the occasional wipe of the AppleTV 4 just like my phone to keep things operating in tip-top shape.

So, if that's the case, might be good for Apple to do a backup of settings and apps to iCloud just like the phone/iPad, then I can restore my settings from iCloud... :)
 

Thakk

macrumors newbie
Sep 9, 2016
5
0
I did a factory reset and everything seems back to normal. It looks like I'm going to need to do the occasional wipe of the AppleTV 4 just like my phone to keep things operating in tip-top shape.

So, if that's the case, might be good for Apple to do a backup of settings and apps to iCloud just like the phone/iPad, then I can restore my settings from iCloud... :)
[doublepost=1485803153][/doublepost]I've done the factory wipe and am still seeing the freezing behavior. It has been a problem for months, but things have improved significantly in the last few days. I only had to restart it twice all last night, as opposed to twice an hour before.
 

Thakk

macrumors newbie
Sep 9, 2016
5
0
Called Apple support about our streaming freezing. In addition to the standard fixes (restart, reload, etc.), they had me set DNS to Google (8.8.8.8). Performance noticeably improved, but there were freezes — fewer in number, but they still happened. A trip to the Apple Store later and we have a new AppleTV. Watched a couple of hours of shows last night without a single freeze. It was nice.
 

david0908

macrumors newbie
Dec 30, 2015
1
0
Called Apple support about our streaming freezing. In addition to the standard fixes (restart, reload, etc.), they had me set DNS to Google (8.8.8.8). Performance noticeably improved, but there were freezes — fewer in number, but they still happened. A trip to the Apple Store later and we have a new AppleTV. Watched a couple of hours of shows last night without a single freeze. It was nice.
I had this problem .. tried lots of the ideas mentioned above - no luck. This week I had Sky Q installed and the engineer discovered that my ethernet via Devolo was not delivering, although the Speedtest appeared completely normal, the connection was intermittent. This problem was only apparent for enhanced searches on the Sku box, and for streaming ... so I switched to WiFi on the Apple TV & SkyQ and everything is working absolutely fine
 

cerkit

macrumors newbie
Feb 25, 2017
1
1
Chicago, Illinois
Re Netflix, be sure to check out the access page in your account settings to identify what IP addresses are using your account... you want to ensure your account details have not been hijacked.
I was having the same issue reported by original poster (Netflix crashing on Apple TV 4) until I logged into Netflix and "Logged Out All Devices". Re-registered my Apple TV and no issues. After MONTHS of insta-crash.
 
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George Dawes

macrumors 6502a
Jul 17, 2014
843
687
=VH=
The biggest issue I have is search and siri , both utterly useless and clunky as hell

Amusing watching the bizarre things it finds though - by mistake
 

n4zkf

macrumors newbie
Apr 8, 2017
4
2
Ok. Maybe you should try doing a full 'restore' of the software before you go to the trouble of taking it back to the store... could be a simple software corruption on the ATV.

Re Netflix, be sure to check out the access page in your account settings to identify what IP addresses are using your account... you want to ensure your account details have not been hijacked.
[doublepost=1491668059][/doublepost]Well I have 3 Gen 4's and they ALL do it. Even when only one is running. On the Weather Channel this morning and it just stops the screen and sits there.
 
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n4zkf

macrumors newbie
Apr 8, 2017
4
2
Definitely not the norm. I have the same model, got it on release day and with frequent daily use I've yet to experience it freezing up or an app crashing -- including Netflix.

Maybe do a hard reset, wipe it and set it up as a new device. If that doesn't work, take it to an Apple Store for repair or replacement.
Why can't we just admit there is an issue??? I own 3 of them and the ALL have the same issue!
 
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Tech198

macrumors G5
Mar 21, 2011
13,949
1,636
Australia, Perth
First thing we never do... Full restore not always via download over the air, but get a UBC-C cable, hook it to iTunes and 'Restore'...

Afterwards if u want, THEN comes the rest i, but don't jump to the front before u do the above steps..

That's what Apple will do btw as well..but it's easy going to an Apple store as they'll just replace it anyway..


It's always good to have a USB-C on had anyway..
 

n4zkf

macrumors newbie
Apr 8, 2017
4
2
First thing we never do... Full restore not always via download over the air, but get a UBC-C cable, hook it to iTunes and 'Restore'...

Afterwards if u want, THEN comes the rest i, but don't jump to the front before u do the above steps..

That's what Apple will do btw as well..but it's easy going to an Apple store as they'll just replace it anyway..


It's always good to have a USB-C on had anyway..
[doublepost=1492171205][/doublepost]Hit the button too soon. Not sure how or why the UBC comment came from.

All that crap was tried and proved no help a long time ago. Funny how the Fire does not have this issue. 10 Apple products in this house and the first ones I can't stand are the TV's. Maybe they will fix one day quietly in an upgrade.
 

Idgit

macrumors 6502
Mar 14, 2004
415
22
Why can't we just admit there is an issue??? I own 3 of them and the ALL have the same issue!
I have the same problem with both my ATV4s. It seems to be a routing issue, but haven't been able to pin it down with either Apple or Netflix support.

What brand of router are you using?