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AppleTV - An error occurred loading this content

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Posted 9/27/18 , edited 1/15/19
I can not play any videos on the Crunchyroll app on my AppleTV.

I can navigate through my queue, I can search for new shows and add them to my queue, I can watch CR on my iPhone and MacBook. Just no video on my AppleTV. I get the spinning 'loading' icon and then a message that says:

" An error occurred loading this content.
Try again later."

Its been two days. I've disconnected the hardware. I've also deactivated the device from my laptop and signed out via the app on my Apple TV. Then reconnected everything and signed in. TWICE.

To no avail!

CR app on Apple TV even recognises that I've watched a few episodes via my phone and updates my queue - it just won't let me PLAY them on my TV.



Its not my wifi. My other devices are streaming from the same wifi and are not affected. Also, Netflix, Youtube etc on AppleTV has perfect video playback.
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19 / M / Venezuela
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Posted 9/27/18 , edited 9/28/18

I have the same problem with my apple tv
40 cr points
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Posted 9/27/18 , edited 9/27/18
When did yours start?
22 cr points
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19 / M / Venezuela
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Posted 9/27/18 , edited 9/27/18
about 2 days ago
7 cr points
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Posted 9/27/18 , edited 9/28/18
Same problem, started about two days ago, any idea how to fix this?
7 cr points
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Posted 9/27/18 , edited 9/28/18
Apple TV too
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18 / F / Brasil
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Posted 9/27/18 , edited 9/28/18
Maybe it's a problem in the CR of Apple TV itself? I started having this problem yesterday
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Posted 9/27/18 , edited 9/29/18
So it’s not only me. Same problem, started about two days ago. It’s exactly like rellierellie described.

I was going crazy about this because everything else works fine, and CR works on my iPhone 7 with iOS12.

My Apple TV is the 3rd generation one with software version 7.2.2 (8015).

My CR account is from Brazil.
ticorj 
26009 cr points
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Posted 9/27/18 , edited 1/15/19
SAME PROBLEM HERE. About 2 day ago. It has happened before in July if I’m not mistaken and it was a problem with Crunchyroll servers
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Posted 9/27/18 , edited 9/28/18
I have the same problem here with my Apple TV.

About two days ago every time I push the play button, I recibe the same error message: "An error occurred loading this content".
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Posted 9/27/18 , edited 9/30/18
Hey everyone,

I raised a ticket with CR customer service. So far I’ve had three response. All seem to be pre-prepared cut and paste responses as all refer me back to ‘Help’ articles or the forum. And NONE specifically address AppleTV issues. Responses below:

#1
Thank you for contacting Crunchyroll's Support Team!

Someone from our Support Team will be reaching out to you very soon! Due to the steady flow of email inquiries, we may be unable to respond to your request immediately, however we will work our hardest to get you a response within two business days. While we may not be able to offer direct assistance for all support requests we receive, we will continue to provide direct support for all billing issues and for all Premium Members. For your convenience, we have created a straight-forward set of Help Topics or FAQs which answer many of the most common questions people have regarding Crunchyroll. We will be working to keep these Help Topics up-to-date, so please take a minute to look them over and see if they answer your question(s).

http://www.crunchyroll.com/help

If the question(s) can be answered by reading our Help Topics, we may just link you to the specific entry in order to make sure you have read it and require no further assistance. If you have read the Help Topics only to find that they don't completely answer your question(s), and you need clarification on something, please reply to this email with the further information you require.

Best Wishes,
Crunchyroll Support Team

#2 (automated response)
Hey!

Thanks for reaching out. We just wanted to send you a short note to help get your issue taken care of quicker.

If you haven't already, you may want to check out our knowledge base for any answers/troubleshooting steps for technical problems. The following link is commonly helpful for many technical issues:
https://help.crunchyroll.com/hc/en-us/articles/205402055-The-VIDEOS-AREN-T-WORKING-properly-What-s-wrong-

If you are using Crunchyroll via a web browser and have questions about the new video player, please check here:
https://help.crunchyroll.com/hc/en-us/articles/360000883406

If the above links are not helpful, the knowledge base has many other articles within it and is a great place to look up other questions as well: www.crunchyroll.com/help

You may also consider checking the Crunchyroll forums, where you may find shared answers from other users, or post a question about shows and other interests, check out Crunchyroll forums here: http://www.crunchyroll.com/forum

If you find the answer you're looking for, just reply back with the word resolved and we'll close this case for you. Otherwise you should hear from us shortly.

In the meantime, the Crunchyroll store has the most exciting anime figures, imported models, clothing, and DVDs, and has just received a huge update, so why not check it out!
https://store.crunchyroll.com/

This email is a service from Crunchyroll.

#3
Ixioph (Crunchyroll)
Sep 27, 11:58 AM PDT

Hi there,

Thanks so much for writing in and we're sorry to hear that you're having trouble with video playback.

We'd like to get you back to watching your favorite anime as quickly as possible! So that we can best determine the nature of the issue for troubleshooting, we've put together a list of our top-rated solutions. Please find your device from the list provided below for troubleshooting instructions.

If you are using a Web Browser (Chrome, Firefox, Edge, etc.):
Because the servers for various devices are all located in different parts of the country, sometimes it's just a matter of pointing to the right DNS server.

So let's see if changing your router's DNS will help. You’ll find complete instructions on how to change your DNS by using OpenDNS.com's all-encompassing guide (https://store.opendns.com/setup/#/). I'd try this first. If this doesn't seem to help, you can try Google's Public DNS (https://developers.google.com/speed/public-dns).

Please try turning any adblocker off or whitelisting our site since adblocking software typically reacts very poorly with our video player.

If you're still experiencing difficulties, additional video troubleshooting steps can be found here.

If you are using on our New HTML5 Player information on it can be found here!

For users of the Crunchyroll App, on any of our devices, this page links to our top results in video and app troubleshooting.

Ixioph
Technical Customer Service

32014 cr points
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Posted 9/28/18 , edited 9/29/18
I own a apple tv from the generation before the touch screen remote and apps. This apple tv is unable to delete or download apps and just has a pre determined list. When loading crunchyroll everything goes good until you start the show. If it was a previously wathched show the return to spot or start from beginning screen shows and after that it goes to an error screen. If its a new episode, it just goes straight to the error screen. I tried restarting, resetting, changing resolution, and even on two other apple tvs of the aame model and the same problem occurrs every time. It was working fine yesterday. Please let me know any remedy. Thank you for your time.
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Posted 9/28/18 , edited 9/28/18
Another Apple TV 3rd Generation having the exact same problem here. Every other Apple TV app works fine, except for Crunchyroll.
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Posted 9/28/18 , edited 9/29/18
Same, same and same. I can't delete and reload the app on my AppleTv either. 3rd Gen. All my other apps work fine.

I can screen mirror from my macbook to my apple tv using the web browser version of Crunchyroll. Thats how I'm watching at the moment. Sound quality is poop but at least there are subtitles.
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この世界
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Posted 9/28/18 , edited 9/28/18

rellierellie wrote:

I can not play any videos on the Crunchyroll app on my AppleTV.

I can navigate through my queue, I can search for new shows and add them to my queue, I can watch CR on my iPhone and MacBook. Just no video on my AppleTV. I get the spinning 'loading' icon and then a message that says:

" An error occurred loading this content.
Try again later."

Its been two days. I've disconnected the hardware. I've also deactivated the device from my laptop and signed out via the app on my Apple TV. Then reconnected everything and signed in. TWICE.

To no avail!

CR app on Apple TV even recognises that I've watched a few episodes via my phone and updates my queue - it just won't let me PLAY them on my TV.



Its not my wifi. My other devices are streaming from the same wifi and are not affected. Also, Netflix, Youtube etc on AppleTV has perfect video playback.


Can anyone confirm is this problem is only happening with the older generations of the Apple TV and not with the newer ones with the touch remote?

The Falls Season begins Monday! I hope this gets resolved before that. Please CR, at least let your customers know that you are aware of this issue and are looking into it.
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