apple TV app not loading

[wilf155]

Do you have Apple devices though? If you do , they may be auto logged in.

[Cornishrattler]

@wilf155 Yeah, I have MBP nad Apple TV app through the TV

[Crezza]

We are also seeing this issue, was fine last week but now just stuck on the logo when accessing the app... reset the box etc however no joy.

clearly a sky issue - get it sorted please!! 

[Marmish]

I've been trying to login to my Apple TV through my sky boxes (sky q box and mini box) but only getting the logo and going no further. I've tried rebooting several times and trying to login at different times each day but nothing. Please help

[wilf155]

Resetting  is the answer. The instructions are on page 5 of this thread.

[Crezza]

Didn't work for us unfortunately 

[wilf155]

Did you follow his 2 part instructions to the letter?

[Darren+H]

Although I realise resetting might help (or not in some cases) I feel the responsibility here is on Sky, and perhaps Apple to get this sorted out with a new version of the app. To get customers to go through the hassle of a reset, possibly have to setup remotes, screen resolutions, reauthenticate to multiple services is just madness. So I'm going to wait for Sky to sort this properly and use the TV app instead. TV app probably better anyway with Dolby vision!

[fizzdisco]

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@Darren+H wrote:

Although I realise resetting might help (or not in some cases) I feel the responsibility here is on Sky, and perhaps Apple to get this sorted out with a new version of the app. To get customers to go through the hassle of a reset, possibly have to setup remotes, screen resolutions, reauthenticate to multiple services is just madness. So I'm going to wait for Sky to sort this properly and use the TV app instead. TV app probably better anyway with Dolby vision!

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TV app definitely better. If you have a Dolby Vision capable TV then in almost all cases the TV apps will offer you a better experience than those on Sky Q. 

[louise178]

I have been informed by Sky not to try any further steps my end, they are aware of situtation and have technical people currently trying to fix the issue

[Chloe-W22]

Hi all,

Apologies for not updating sooner, as advised by @louise178 we're aware of an issue where the app is stuck on the Apple TV logo which we are currently investigating.

Temporary Workarounds:

On Sky Q boxes, Resetting settings can help.

Home > Highlight Settings > Press > 0, 0, 1 Select on the remote > Reset > Reset settings

Please note the following settings will be reset and may need to be set up again, please make a note before performing a settings reset;

• Sky Q remote pairing
• Picture resolution
• Sound settings
• Preferences
• SCR mode (MDU customers)
• Wireless settings
• TV App logins

So sorry for any inconvenience caused.

[MissyELMO]

Hi

I've done the reset but but now my remote doesn't work and I can't do anything at all ☹️

[eilaine]

Worked for me too! Thank you.

[tjt1961]

Hi @MissyELMO -  I got stuck at the same point myself after I did the reset.

You need to pair your remote again. The instructions are here: https://www.sky.com/help/diagnostics/sky-q-remotes/setting-up-remote

If your SKY Q  box is stuck on standby you need to switch it on using the power button.

Any other personalisation will also have been lost e.g. screen resolution, app logins, favourites list.

I hope this helps!

[Vic68]

Got it working a few days ago so thought I would watch foundation last night. It was like going back 10 years, poor quality and buffering every few minutes. Don't bother putting effort into getting the app to work it rubbish when it does.