Apple tv + app is frozen

[AndyRyder]

Apple TV + app is frozen on Sky Q

Please read all the below before making suggestions 

- upon selecting the app it opens to the home page but you can't do anything, just frozen.

- I can’t logout and log back in its frozen. 
- I've tried rebooting (fully unplugging) the Sky Q box numerous times.
- I've tried removing the card and replacing it.
- I've gone into the engineers setting menu and tried to reset the apps and nothing happens apart from a prompt telling me apps are being refreshed, but nothing seems to change. 
- The app works perfectly fine on my phone or laptop 
- I don't have Apple tv, so the only why to access it on my tv is through the app on sky. 

Can anyone help please?? 

I'm now out of contract and my bills have done the standard go through the roof because sky doesn't look after their existing customers (12 years) unless you threaten to leave. 

I'm ready to leave tbh! 

[Anonymous]

Using the 'reset apps' option can take up to 24 hours so you'll have to be patient for that to take affect.

[AndyRyder]

Thanks for your response 

- I've tried it a couple of times over the last few days. 

- Is it just doing it in the background?

- Does it stop refreshing if I leave the menu or doesn't it matter? 

- how do you know when its complete?

Thanks 

[Anonymous]

---

@AndyRyder wrote:

Thanks for your response 

- I've tried it a couple of times over the last few days. 

- Is it just doing it in the background?

- Does it stop refreshing if I leave the menu or doesn't it matter? 

- how do you know when its complete?

Thanks 

---

You just do it the once and it will update everything over the next 24 hours or so, obviously you don't have to stay in the menu for 24 hours. There is no update message, it simply renews them all.

[AndyRyder]

It hasn't worked 

Does anybody else have any ideas? 

I have one multi-room box, it's the same on that as well. 

[Dan+Dare+74]

I have the same issue which started earlier this week.  I've done the reset of apps, the reset of the sky q and router and it's done nothing.  I get into the Apple TV screen but it stops loading the images within a second of it starting up and just freezes.  No idea what is going on. 

[AndyRyder]

It's definitely a problem, but I've discovered a way around it from another forum. 

In the Sky home page toggle through the highlights until you find a program that's in Apple tv. 

For example select Ted Lasso and it will then take you directly to that program within the Apple tv app. Once you are on that program you can use the back button on the sky remote and it will take you to the Apple tv home page, which should be then working and not frozen. 

It worked for me last night, hopefully, it does for you. 

I know other people have been ringing sky with the issue and they're being told it isn't an issue. 

I've emailed sky yesterday to cancel my subscription. The only thing I'll miss is sport and I can get a day pass on now tv for the sport I want. 

[Shellys1]

Anyone got a resolution? We've got this exact same problem.

[AndyRyder]

Read my last post 

[elpedro1978]

Same issue here. App is frozen if you enter it via the Apps section, but if you enter via the Home screen it works fine

[elpedro1978]

just tried again via Home Screen and this time it was frozen 🤷🏻‍♂️

[Gizmodo]

I have the same issue, but I can press the Home button on the remote, and the 2nd time it launches, it works fine.