Apple TV (4th Gen) not working on home network and through Emby Connect

[Lonald 10]

Hi all,

 

The Emby app is not loading on AppleTV.  I have one device connected on the home network and when I click the icon, a blank white screen appears.  A different AppleTV outside of the network cannot load by Emby Connect - a spinning circle is all that is seen.

 

Both AppleTV devices have the most current OS and Emby apps.  The server is on Windows and is also the most current release.

 

It's been a little while since I used the AppleTV app, and it worked well at that time.

 

Let me know what I can do to help resolve this!

 

Thanks!!!

 

Lon

[Luke 42077]

Hi there, does the device have an active internet connection?

[Lonald 10]

Hi - brilliantly quick.

 

Yes, the AppleTV is connecting to the internet both at home and at the off-site location.

 

Thanks!

[ebr 16169]

Hi.  Can you please tell us what the exact version numbers of your server and app are?

 

Thanks.

[Lonald 10]

Hiya,

 

The Windows server is version 4.2.0.40 and the AppleTV app is 1.4.2 and the Apple TV OS is 12.4

 

Thanks!

[Lonald 10]

When I verified the app version on the AppleTV, I noticed that the update box was available.  After the update occurred, the version remained 1.4.2, but the application now worked!

 

Some magic is going on here....

 

However, at last check the app is still not working with EmbyConnect.  Will keep you posted.

 

Thanks!

[Luke 42077]

 

 

However, at last check the app is still not working with EmbyConnect.  Will keep you posted.

 

Hi there, can you please describe what you mean by this? What exactly happens?

[Lonald 10]

The device is off-site and after the login/PIN number step and the app is launched, the app is stuck with a spinning circle.  The same user can connect via an iPhone using EmbyConnect.

 

When I look at the activity log, I can see that the user has authenticated from the AppleTV device.

 

Hope that helps!

 

Thanks!

Edited July 29, 2019 by Lonald

[ebr 16169]

The device is off-site and after the login/PIN number step and the app is launched, the app is stuck with a spinning circle.  

 

 

But the same user can connect manually okay?

 

Can we please see the server log from when the spinning circle happened?

[Lonald 10]

If by manually, you mean through the local network, I have not tried - the user are out of state and I don't have their password.  They can connect through their iPhone.

 

I will try to get a server logfile this evening.

 

Thanks!

[ebr 16169]

Hi.  No, by "manually" I meant not using Emby Connect but, rather, just supplying a server address.

[Lonald 10]

Here is the server log.

 

Will try manual connect.

 

Thanks!

Emby Server Log.txt

[Lonald 10]

Manual connection works!

 

Hope that helps...

 

Thanks!

[Luke 42077]

Thanks for the feedback. We'll try and chase down the Emby Connect problem. Are both devices connecting now?

[Lonald 10]

yes.

[Luke 42077]

Thanks for the feedback.

[ikNyC 0]

I’m having the same issue, and it’s literally draining my brain trying to troubleshoot (please note that this is affecting 4K and non 4K Apple TV devices).

 

I have 5 Apple TV devices (two 4K, 3 not) all running tvOS 13, and all devices have the latest Emby Apple TV beta client (thanks @ebr).

 

I’m connecting to a remote server (running the latest server release version as of the time I’m writing this post), yet only ONE of my devices actually connects to his server. I can’t say for certain when this started, but I can confirm that ALL devices were successfully connecting to his server a month ago prior to me going on vacation.

 

All the Apple TV’s have the same network configuration, and all are connected to the same lan.

 

Unfortunately, aside from the one Apple TV that still connects without issue, the rest get stuck at “Starting up...”

 

I’ve tried entering the server manually, and I’ve tried connect; nothing works.

 

Again, ALL devices share the same lan, have three same network config, and are all running the same version of tvOS and emby for Apple TV. I’m just baffled.

 

The only thing I HAVEN'T tried yet is deleting the emby client from the tv that it’s still working on and trying to reinstall and connect again.

 

If you absolutely need me to, I will, but then I risk the chance that this device will fail to connect after the reinstall. I’ve even tried setting one of my Apple TV’s as the dmz.

 

Please let me know how I can help you guys troubleshoot and remediate this issue.

Edited July 30, 2019 by ikNyC

[Luke 42077]

@@ikNyC, we are looking into this. I apologize for the disruption.