AppleTV stream frozen on startup

Hi Dr981, we want you to have the best experience ever. Please check the link, so you can enjoy your service once again https://www.directv.com/support/article/000067089 DIRECTV is with you every step of the way. Michael, DIRECTV Community Specialist

Hi -

Thank you for the link, however, i should have mentioned that i had tried all steps on the page, minus uninstalling (tried that too; no luck)

• Check the HDMI connection: Good.
• Close and restart the DIRECTV app. :: didn’t fix.
• Turn off your Apple TV for at least 30 seconds and turn it back on. :: didn’t fix. Also unplugged completely.
• Restart your home network:: other devices work fine. Restarted, still issue. 
• Make sure you’re connected to your home network. From the Apple TV home menu, select Settings and then Network. :: confirmed.
• Check for DIRECTV app updates. Apple TV should automatically update the DIRECTV app. If you turned off automatic updates, you can get updates from the App Store®. :: confirmed.
• Make sure your tvOS is up-to-date. Go to Settings then System and select Software updates. Confirm you have the most current software. If it isn’t, update your software and restart the DIRECTV app. :: confirmed.
• Uninstall and reinstall the DIRECTV app. Once you remove the app, download it again from the App store. :: done.

The page is also out of date for iOS 16.6 / Directv App Build 2002057667 / version 5.0.55. “Clear DIRECTV app cache and data” is no  longer available. Only options are ‘location’, ‘allow tracking’ and ‘tv provider’

.

Other suggestions much appreciated.

Updated to 5.0.56. Did not fix issue.

Over the course of 1 minute: hear audio briefly, video frozen , then video unfroze, no audio.

exit app, return to app: video continues fine w/ audio.

As you completed all the steps for the basic troubleshooting, and it did not work as expected. We’ll have to check your account to see what's going on. We are sending you a Private Note to give you personalized assistance. Maria, DIRECTV Community Specialist

Hi Maria, I haven't received a private note yet. 

I have updated all of my AppleTVs to: 

iOS 17.0

Directv App: Build 2002080189, v5.0.56

I have four A2843: (2) work, (2) have the freezing issue: Turn on AppleTV, Directv app opens automatically (as expected). Video freezes, or no audio - requiring exiting app, opening back up). 

I also have one A1625 that works as expected. (turn on appleTV, Directv was last app open, so it opens up again and starts to stream the channel successfully).

Thanks for the help. 

Hi, here you can find some steps to troubleshoot Apple TV viewing issues https://www.directv.com/support/article/000067089 I'm sending you a PM to take a closer look at your case. 

Thank you Duvan.

 Ran through all of the recommendations again, still an issue in the AppleTV’s that weren’t working.

This option is no longer available:

• In Surround Sound settings, make sure that Best Quality Available is selected.

Nor is clearing application cache.

 Thanks.

Hello - I have the same issue on startup with the DirectTV Apple TV app lately, also sound when playing is much lower volume than all other AppleTv streaming apps

Issue is still present for me. No fix identified, yet.