Apple TV+/Roku Ultra - after pausing show once, freezes 2-3m later

Question

Level 1

4 points

Apple TV+/Roku Ultra - after pausing show once, freezes 2-3m later

I'm on a trial subscription and deciding whether to use Apple TV. I have a 3 month old Roku Ultra (HD/4K/HDR) and my other services (Hulu, Netflix, Amazon, Paramount+) work flawlessly on it every day. However, as I watch the episodes of The Morning Show, I have a repeating problem:

I pause an episode for a few minutes. When I come back, a few minutes later it hangs as if it is buffering. The hang exceeds 30s. When it happens, if I immediately exit the App (to Roku home screen), re-select Apple TV and the episode, it starts from where it hung and continues to play flawlessly. This happens -every- time I pause an episode.

Is this a known issue? Is there a workaround/fix?

(I hope this isn't best I can expect from Apple TV? If we have to live with this for every show we watch, I suspect I will let my trial expire.)

Thanks!

/j

4801RW,

Posted on Jun 18, 2023 08:00 AM

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Answer 1

dawngreg08

Community Specialist

Jun 19, 2023 01:53 PM in response to jeffw_00

Hello jeffw_00,

We understand you're experiencing some buffering after pausing something on Apple TV. We'd like to help!

Have you checked to see if there are any updates that need to be installed for Apple TV? If not, let's go check that out.

Update your Apple TV

Another thing we can try is to turn off your modem/router for 1 minute or 2, then plug it back in and test to see if you get any buffering after pausing.

Let us know if you have any questions.

Thank you for using Apple Support Communities.

Take care!

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Answer 2

mikeg28806

Community Specialist

Jun 19, 2023 02:28 PM in response to jeffw_00

Hi there jeffw_00,

Thanks for posting back to the thread to clarify.

Give the following steps a try, than test to see whether there's any improvement:

1. If multiple people on your network are using the internet, your connection speed might slow down. Ask them to temporarily pause their internet activities.

2. If you're using a smart TV or streaming device, turn it off and back on again. If you're using an Apple device, restart it.

If you can't watch or stream movies and TV shows in the Apple TV app

If the issue persists, we recommend that you reach out to Apple Support, who have the additional tools and resources needed to investigate and assist further. You can reach them, here: Get Support

Cheers!

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Answer 3

jeffw_00 Author

Level 1

4 points

Jun 19, 2023 01:55 PM in response to dawngreg08

Thank you dawngreg08, but if you read my issue you will see that I am using Roku Ultra, not Apple TV. Resetting my router has no effect, and there is no problem with any of my other streaming services. This is specific to the Apple TV+ App on Roku.

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Answer 4

jeffw_00 Author

Level 1

4 points

Jun 19, 2023 02:36 PM in response to mikeg28806

Thank you mikeg28806. I neglected to mention that the Roku Ultra is connected to the Internet on a wired connection with plenty of throughput (75Mb/50Mb). Everyone in the home is watching this stream and no other streams are running. It's happened several times over several days so the TV has been power-cycled every time. I have also power-cycled the Roku Ultra a few times to no avail.

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Answer 5

Bill_T1

Community Specialist

Jun 19, 2023 03:30 PM in response to jeffw_00

Hi jeffw_00,

Those are great steps to try. While it's also a good idea to ensure the Roku software or firmware is updated as well, if the behavior persists and affects only the Apple TV app on your device, reach out to Apple Support for further investigation into this matter.

Regards.

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Answer 6

Jun 24, 2023 08:19 AM in response to jeffw_00

We're having the same issue. Roku TV. Great internet. Resetting everything including deleting app and updating Apple TV+ app isn't doing anything. It only occurs after we pause a show and then come back. Please fix your app. It's not a user error.

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