Apple TV users stuck on loading screen

[Viking_Emby 0]

Hello, I have couple of Apple TV users that are stuck on the loading screen when opening the App, 

I have 4.7.14.0 of Emby running. 

I've tried to Delete the device, make them restart everything and even delete the persons and add them again. Sometimes deleting them works not always though. 

Can you help ?

[Abobader 3464]

Hello Viking_Emby,

** This is an auto reply **

Please wait for someone from staff support or our members to reply to you.

It's recommended to provide more info, as it explain in this thread:

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Emby Team

[Luke 42078]

HI, that's strange. Please attach the emby server log from when the problem occurred:

How to Report a Problem

Thanks.

[Viking_Emby 0]

Yes,  here it is 

 

 

 

Log_Emby_Server.txt

[Luke 42078]

23 minutes ago, Viking_Emby said:

Yes,  here it is 

 

 

 

Log_Emby_Server.txt 968.7 kB · 0 downloads

And what time did the problem occur?

[Viking_Emby 0]

Around 22:58 - 23:00 

[Viking_Emby 0]

More people having this problem

 

[Viking_Emby 0]

Every Apple TV user is having issue now, can you help me with this?

[Luke 42078]

1 hour ago, Viking_Emby said:

Every Apple TV user is having issue now, can you help me with this?

At 22:59 there is one failed authentication attempt from Apple TV. Did they forget their username and password?

[Viking_Emby 0]

This is about 6 people having this issue and it happend all of sudden so there is no username and password issue. I have also tried to delete these user and add them multiple times.  Both with PIN and manual.. 

I made chatgpt analyse the log

 

The detailed error information from the log reveals an issue with the access token: "Access token is invalid or expired." This error occurred during a request made from an Apple TV device. This error suggests that the issue with AppleTV users being stuck on the loading screen might be related to authentication problems. When the access token is invalid or expired, the server rejects the request, which could result in the loading screen persisting without progressing to content streaming. To resolve this issue,

consider the following steps:

1. *Token Refresh:* Ensure that the AppleTV app is set up to automatically refresh the access token when it expires.

2. *App Update:* Check if there's an update available for the Emby app on AppleTV, as updates often fix such authentication issues.

3. *Server Check:* Verify the server settings related to token generation and expiration to ensure they are correctly configured.

4. *User Re-authentication:* Instruct users to log out and log in again on their AppleTV Emby app, which should generate a new access token. Implementing these steps should help in resolving the streaming issue for AppleTV users on your Emby server.

I have tried step 2. and 4. not sure is 1. and 3 is possble..

[NyGrk123 1]

Im having the exact same issue here...all of a sudden apple TV client not loading....interestingly enough the favorites tab loads and then loads the subsequent episodes etc...but not the home tab

[Luke 42078]

Can you share access to your Emby Server for testing? If yes, please send me a private message with your server url, along with a username and password to test with. Thanks.

[NyGrk123 1]

31 minutes ago, Luke said:

Can you share access to your Emby Server for testing? If yes, please send me a private message with your server url, along with a username and password to test with. Thanks.

PM Sent 

[visproduction 315]

Possibly related:  https://www.technewstoday.com/fix-apple-keyboard-not-working/

[grantsunny 8]

I have exactly the same problem here and observed there is one recent update of 1.8.1 released 15 Jan 2024, saying it is with some "user interface bug fixes".

IOS application in iPad and iPhone works fine. This problem just happens in Apple TV.
Emby server version: 4.7.14.0

I attached the server log but out of the quick glance I did not find any thing exceptional. Assuming the latest version of Apple TV bundle is crashed.

Thanks for your attention!

embyserver.txt

p.s. I setup the server for persona use at home so I did not expose it to the internet. But let me know is there any way to debug it to capture more traces.

Edited January 19, 2024 by grantsunny
Added some comments.

[grantsunny 8]

7 hours ago, visproduction said:

Possibly related:  https://www.technewstoday.com/fix-apple-keyboard-not-working/

I don't think it is related by the way, but thanks for sharing anyway.

[grantsunny 8]

I just workaround it by installing Infuse on Apple TV instead. If anyone is blocked here perhaps this can be one quick alternative (it offers a free period I think it is sufficient for developer to fix this problem). FYI.

https://firecore.com/infuse

[vdatanet 1617]

1 hour ago, grantsunny said:

I just workaround it by installing Infuse on Apple TV instead. If anyone is blocked here perhaps this can be one quick alternative (it offers a free period I think it is sufficient for developer to fix this problem). FYI.

https://firecore.com/infuse

They have just released beta 22 of Infuse version 7.7 supporting direct mode in searches and it is going great, no more synchronizing, your Emby content in real time in Infuse.

[grantsunny 8]

Yeah. Of course if this can be fixed on official Emby apple TV release soon, it will be greater.

[vdatanet 1617]

6 minutes ago, grantsunny said:

Yeah. Of course if this can be fixed on official Emby apple TV release soon, it will be greater.

Yes of course! I assume this problem will be fixed soon, but I think other problems with the application will not be fixed in the long term. Although I prefer to use the native Emby app, I think I will have no choice but to use Infuse for a long time.

[grantsunny 8]

Hi @Luke
Wondering where are we on this problem - is there anyone from engineering team looking into this?
Since this sub forum is about Emby server, will that be more proper to move it to Emby apps forum.

Thanks!

[Luke 42078]

Emby for Apple TV 1.8.2 has been released to resolve this. Thanks.

[grantsunny 8]

The problem on my end has gone with 1.8.2. Thank you Luke and all!
I then switched back from Infuse to Emby app at Apple TV.

[lazlazlaz 2]

This just started for me yesterday. Both my Apple TVs are affected. I did a factory reset on one but didn’t help. I’m running Emby 1.8.2 (1) on both. Any suggestions?

[SamES 1057]

1 hour ago, lazlazlaz said:

This just started for me yesterday. Both my Apple TVs are affected. I did a factory reset on one but didn’t help. I’m running Emby 1.8.2 (1) on both. Any suggestions?

Did you recently update the server version?