Apple TV +
Anyone else having issues with Apple TV +, suddenly very jumpy, like it's losing signal for a split second, even sound bar registers it's gone and come back. I'm connected via ethernet and nothing else is affected.
Forum Discussion
26 Replies
Have you tried rebooting the 360?
Yes a couple of times
- Alex_RM
Forum Team
Hi Dazza123,
Thanks for posting, and sorry to hear you're having sone issues with Apple Tv+
Can you confirm if any other apps are having an issue? Has there been any change since your post?
Alex_Rm
Just started to watch it again as I had to remove ethernet cable as that wasn't registering and I thought that might have been the cause but no change, not happening to any other apps or recorded shows, it's literally just sound goes for a split second
- Arissa_H
Hi Dazza123 👋
Thank you for coming back to us and sorry to see it is still on going and the sound also goes for a split second 😞
Please can you try the following steps here:Reboot your 360 box, If there are no changes or updates being shown, and the content remains the same, try accessing the app. If you have a smart TV, please install and use the app directly on your TV.
Let us know how you get on.
The app isn't on my smart TV and reboot does nothing
Hi There, I'm having issues with the same thing. Audio cuts out for a split second every 30 seconds or so, using the apple TV app through the virgin streaming box. Can't install the apple TV app directly onto the TV as not available.
The streaming box from virgin just doesn't seem capable of dealing with the various streaming apps (also has issues with Netflix, takes ages to load)
- John_GS
Thanks for posting and welcome to the community.
Sorry to hear of any issues with Apple TV. Can you confirm do you have any other third party equipment such as a soundbar attached? If so, can you remove any and all third party equipment to test this?
Best wishes.
Hi John
Based on all of the other replies and the fact multiple people started seeing the issue around the same time, it seems like this is a real issue on the Virgin or Apple side, which must be due to a recent change. What can you do to escalate this?
Thanks
Rosi
We have the same issue. No other apps or catch up services glitch like Apple TV+. A couple of frames are lost to freezing and sound drops. We have rebooted our 365 / V6 converted box. We have tried all combinations of sound PCM 5.1 jitters, pcm 2 is a waste of time on a 5.1 soundbar! Follow content is the least disrupted. There is no pattern to the jitters. We are going to a sound bar either by hdmi or optical. This only occurs on the VM app. Roku stick works just fine, shame we have to jump out of VM to see Apple TV+
Glad it's not just me, but it's also not every program, although most, watching slow horses glitches at start of episode then it's fine.... haven't got another ethernet cable to try, although I don't think that's the issue....is this being looked into?
Hi Dazza123, Lancasters and douglashills1
Please try the following. Go to Settings >Audio & Video > Match frame rate
If it's set to ON then people do see a blackout/or hear a sound drop/ or the picture may appear jerky when the 360 or HDMI reconfigures for the difference in frame rate. (This is usually more noticeable on live TV when switching from adverts back to a program, or changing channels, but can also show up on apps such as netflix, Prime and Apple TV)
If it's set to the default (OFF) then the box just accepts the frame rate difference which isn't noticeable by most users and shouldn't blank the screen or sound out. (Either way try toggling this setting to see if it solves your issues)
Thanks for your advice, I'll try that when back watching and report back. From memory ours was set to "off"
Similar things used to be a problem with Netflix turning match frame off seemed to cure the problem.
Do people seeing this issue have a similar issue with Paramount+?
In my experience, similar to the Apple TV app, US content and movies are shown at the wrong frame rate on the Virgin Media app [independent of the match frame rate setting] and may well exhibit similar behaviour if the issue is frame rate related.
The wrong frame rate affects all Apple content I've seen, including Slow Horses which is 24 fps on an Apple TV box, but 50fps on the Stream box [and I assume that the 360 is similar given the same software base]. To me the incorrect frame rate gives judder on the picture but not the sound, but it may be some systems exhibit judder from that mismatch on the sound as well.
The recent Dexter series is one worth checking on the Virgin Media Paramount+ app as an obvious mismatch.
This may not be the answer, but it could well help point to whether the underlying issue is frame rate related or not.
I thought that toggling the frame rate would help but the issue is still there, match frame rate on or off. I dropped our resolution down to 720p and it was still juddering. So the frame rate on the VM side is just not processing Apple TV+ as smoothly as Netflix and others are played back. I'm going to go through my Roku from now on. Shame.
I've had the same issue for the past month or so.
- Box and router have been rebooted multiple times
- Connected via ethernet. Box diagnostics show no connectivity issues
- No problems with any other streaming services, Netflix, Prime, iplayer, etc
- Matching frame rate is off.
- Have tried adjusting sound settings, with no change
- Have adjust Apple TV settings so it streams in SD and not HD
Nothing has helped.
I think this is either a software issue, e.g the app needs an update, or a problem at Virgin Media side.
I'd call them, but I'd just be asked to do everything I've already done.
They certainly would!
I Googled the issue before putting "Virgin media" on the front of my query and from what I've read elsewhere it seems like it's an Apple issue. It happens with lots of implementations. Probably trying to be too clever or hoping to force us onto their own hardware.
My experience with YouTube (which I watch too much) is that no such problems occur despite my 360 forcing output resolution to 2160p50 (Match Frame Rate is not supported). My belief is that YouTube handles video and audio much better than Apple TV+, e.g. in smoothing playback when upscaling and use of aggressive buffering and adaptive bitrate logic. If so, over to you Apple to fix your app.
