Apple tv + app on Sky Glass not launching

[ao72]

I have received my sky glass TV this morning and have been setting things up.

All apps, so far, work except for the apple tv + app. When I try to launch it, the app icon goes dark and a spinning circle appears above it but after a while the circle disappears, the app icon lightens and the spinning circle disappears, but I am still in the sky glass interface.

What is strange is that the 3 free episodes of Good Morning, which you can currently access without subscription,  will play. It is just that the app will not start. I already have an apple tv subscription so I need the app to launch so that I can log in.

I have rebooted the router (sky gigafast full fibre), rebooted the TV (several times), and refreshed the apps, all to no avail. I have not reset the TV to factory settings as it only came out of the box this morning so seems unecessary.

Any help would be useful.

Thanks

[Tom-W19]

Hi @ao72 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Addie15]

Update-We are closing this session now as this matter has been resolved. If there is anything else we can help you with, please do not hesitate to reach out. Thanks.

[1SM]

Hi @ao72,

I have just purchased sky stream and are experiencing exactly the same as yourself on my Puck.

What did Sky talk you through to resolve this?

[Karl795]

I am having a similar issue with AppleTV App not loading (just a black screen) after working perfectly for weeks. How do I resolve?

[ao72 · Accepted solution]

My problem was due to the TV software not updating during the activation process. 

After several attempts to fix it, I was advised to go through the recovery process which completely reset the TV. This resulted in the latest software being downloaded and after activation, the apple tv app worked as expected. 

Going through the recovery procedure removes all user data from the system. This was not a problem for me as the set was only delivered the previous day. However, if you have had the system for a while, this may be a consideration as you will lose all saved app data, including log in information and any personal viewing settings.

In short, my issue was due to the software on the sky glass set being quite an old version. 

[1SM]

This was my issue also.

I noticed when I navigated to Software version section of Setting menu it stated update successful, it will install on next standby.

So I placed the puck in standby waited about 20 mins turned it back and it stayed the same.

So next I let it go into standby itself, waited around 15-20 mins and when I powered it back up this time it had updated and all the apps including to Sky App Store worked fine and allowed sign in.

I did this for my three pucks and it worked fine in the end.

[KDM100]

I have the same problem. Apple TV was working yesterday. Other apps are working. I refreshed apps and turned the sky puck on and off, still nothing. 

can you help please?

[MarkGoldsmith]

@KDM100 try this:

1. Switch the device into standby
2. Unplug it for 30 seconds
3. Plug it back in
4. Leave the device powered on for 30 minutes
5. After 30 minutes put the device back into standby
6. Switch it off at the plug
7. Wait 10 seconds
8. Switch if back on at the plug
9. Press the home button on the remote
10. The device will boot up and you will see the Sky logo on the screen

[DM10]

I have the same issue with acessing Apple TV+ through the Sky Stream Puk. I tired the above but it did not work.

I've tried refreshing the apps also but that didn't work either.

Any other suggestions Sky?