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    Spectrum TV App Version 3.21 / Apple TV Version 18.4.1 issue

    Posts: 25 Contributor
    in Spectrum TV App Feedback - Apple Devices and Apple TV

    My Apple TV 4K 128GB 3rd Gen was updated to 18.4.1 and now when attempting to watch any channel on the Spectrum TV app it closes /crashes to the main menu of the Apple TV. I have uninstall/install, factory restore with no luck.

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    Comments

    • Posts: 3 Spectator

      I have the same issue. This has been happening for a few weeks for me but this past week it's gotten worse. Uninstalling/reinstalling/resetting has changed nothing.

    • Posts: 901 ✅ Verified Employee Moderator

      I'm sorry to hear about the issues with the Apple TV after updating. Do either of you have a different device such as a smart TV or cell phone to check to see if the crashing is happening on those devices as well or if it's specific to the Apple TV?

    • Posts: 25 Contributor
      edited April 21

      I have downloaded the stand alone apps for the channels I like to watch: Adult Swim , TBS, SYFY, Cartoon Network and they do not close/crash when I watch them. ( watching live TV) the only downside of this is that I can't channel surf during a commercial break.

    • Posts: 3 Spectator

      I have no issues watching on my iPhone through the Spectrum app.

    • Posts: 25 Contributor
      edited April 21

      no issues here with my iPhone 13 Pro also on 18.4.1, iPad air 5th gen on OS 18.4.1. and Apple TV 4K 1st Gen 18.3

      iPhone & iPad are on Spectrum App TV version 9.37

      Apple TV 4K 1st gen is also on version 3.21

      It looks like the issue is more noticeable when channel surfing (changing channels). and PontiacBandit is correct. I was also having random crashes before with 18.4 but they weren't that bad with the latest 18.4.1TV OS update.

    • Posts: 901 ✅ Verified Employee Moderator

      Thank you both. I'm not seeing any known issues Apple TV 4k 3rd gen currently. I was able to take a look at both accounts using the community registration and I didn't see any issues with the internet connection or our app logging any error codes on those devices. Since this happened for both of you after the 18.4.1 update, is it possible to roll back the version to the previous one so we can try to narrow down if an issue potentially with the TV OS update or possibly with those 3rd gen devices?

    • Posts: 6 Spectator

      Same issue here. The crashes/freezes started after upgrading to 18.4.1. I tried deleting and reinstalling the app and restarting the Apple TV. Sometimes they occur two or three times in a row and then things will be fine for a while.

    • Posts: 5,261 ✅ Verified Employee Moderator

      @mdonis @PontiacBandit & @UATrooper

      There are currently no known issues with the Spectrum TV app on Apple TV. I was able to locate each account and you are each experiencing connectivity related issues. The app communicates via the modem, so please start with restarting the modem. If you previously restarted the modem, please try restarting again, leaving it unplugged for a minimum of 30 seconds. If the issue continues, then please restart the Apple TV from the settings menu. Please note that if you restarted the Apple TV previously, it is important to repeat this step after restarting the modem. The order of the steps followed is just important as the actual steps.

      Detailed Steps:

      1. Open Settings: From the Apple TV home screen, navigate to the Settings app (gear icon). 
      2. Go to System: Scroll down to the "System" menu. 
      3. Select Restart: Choose the "Restart" option to initiate the restart process. 
      4. Alternative Restart Method: If the Apple TV isn't responding, press and hold both the Back and TV buttons on the Siri Remote until the status light blinks rapidly. 
      5. Power Cycle: You can also disconnect the Apple TV from the power outlet, wait 5 seconds, then reconnect it to restart it, says Apple Support. 

      If the issue continues after these steps, please let us. It will also be important to test the Spectrum TV app on a different device and let us know if the issue is replicated on a different device.

      Thanks!

    • Posts: 25 Contributor
      edited April 22

      @Renee_T and @James_M here are the steps to replicate the crash

      1. Launch the Spectrum TV on your apple TV 4K 3rd Gen
      2. Select any channel from the channel guide you would like to watch wait like 3 minutes
      3. open the channel guide by sliding your finger to the left on the click pad of the apple TV remote
      4. select another channel and view the channel for a few minutes
      5. repeat steps 3 and 4 2 more times and select any channel and notice that the bar that displays how much time is left on the show that is playing on the TV never goes away and the Spectrum App it eventually closes by itself. Some time this happens to me by changing the channel 2 times and some times the App closes and you can still hear the audio for 30 seconds.

      Here is a video of the crash/app closing

      also note that I have done restarts several times, factory restores and the issue always comes back.

      IMG_4695.7z
    • Posts: 637 ✅ Verified Employee Moderator

      @mdonis

      I appreciate the additional information. Have you attempted to use the App on another device? Are you experiencing the same concerns or is this the only device this is happening on?

    • Posts: 25 Contributor

      @Lyn_T the issue does not happen on my Apple TV 4K 1st Gen with Apple TV OS 18.3 with Spectrum TV app Version 3.21. FYI for me this issue started showing on TV OS 18.4 on my Apple TV 4K 3rd Gen. but it is more noticeable on 18.4.1

    • Posts: 5,261 ✅ Verified Employee Moderator

      @mdonis

      Looking at our tools, your modem has not been reset recently ( > 10 days). The Apple TV's are also reporting errors that are caused by connectivity issues. Since the app communicates via the modem, please restart the modem, and follow the other steps outlined above again. If the issue still continues, let us know.

      Thanks!

    • Posts: 6 Spectator

      My crash issues are similar to mdonis. I have three 4k Apple TVs. The issue is occurring on both the 1st Gen and 2nd gen Apple Tv's. I haven't had time to check the 3rd Gen Apple tv. The issue isn't occurring on the Xumo box or the Roku box. Only the Apple TVs so far. I've tried restarting both Apple tv's and the issue still occurs. As far as connectivity issues could it be a local area issue. We are experiencing pixelation on some of our channels. My guess is that restarting the modern won't fix this but I'm happy to try it. Our model is recently new. We've only had it for a few weeks now.

      Thanks

    • Posts: 5,261 ✅ Verified Employee Moderator
      edited April 22

      @UATrooper

      Your modem was last restarted more than two weeks ago, prior to the most recent update. If restarting the modem does not resolve or improve the issue, please let us know.

      Thanks!

    • Posts: 25 Contributor
      edited April 23

      It looks like power cycling the modem and router help for now. I think I spoke to soon. The app just crashed again.

      here is a crash log I pulled from my apple TV ( but it is from yesterday). I didn't see a log for today's crash.

      SpectrumTV-2025-04-21-190725.zip

      The app crashed again and this time it created a crash log. it looks like it is similar to the one from yesterday

      SpectrumTV-2025-04-22-195057.zip
    • Posts: 6 Spectator

      Rebooted the modem yesterday, from work using the app, and so far so good. I checked the 1st and 2nd gen boxes but full disclosure I didn't watch either one for very long. I'll try and do some more testing tonight.

      Is this the place to make suggestions to improve the app? If not where should I do it.

      Thanks

    • Posts: 5,261 ✅ Verified Employee Moderator

      Thanks for the updates! Restarting the modem usually resolves most issues.

      @mdonis - did you also restart the Apple TV from the settings menu after restarting the modem?

      @UATrooper - glad to hear it is working as expected at this time. You are welcome to provide app feedback here. We collaborate with the app teams and regularly provide direct feedback from customers, as well as partner to identify known and emerging app issues.

    • Posts: 6 Spectator

      Thanks James and here's my suggestion. On the guide when it's in full screen mode to the left there are dots that you can use to scroll up or down multiple channels at a time. I'm not sure how many it scrolls now but I would like to see each dot page up or down just one page at a time. Our DVR remote has a page up or down button and I'm so used to it I miss it on any remote that doesn't include one. I wish the Xumo remote had one. Call me old school I guess.

      Thanks

    • Posts: 5,261 ✅ Verified Employee Moderator

      We appreciate the suggestion and will pass it on to the app team. Thanks!

    • Posts: 1 Newcomer

      I also have the same issue with my Apple TV 4k. I've restarted the modem and Apple TV and the app still crashes as others have noted. I do not have this issue using the Spectrum TV app on my iPhone or iPad.

    • Posts: 1 Newcomer
      edited April 23

      I’m having the same issue with the Spectrum TV app on my Apple TV 4K. I have restarted the modem and Apple TV, but am still experiencing the Spectrum TV app crashing and taking me back to the Home Screen. I don’t have this issue when using the Spectrum TV app on my iPhone.

    • Posts: 25 Contributor
      edited April 23

      @James_M yes I restarted Apple TV after power cycling the modem and my router.

      Can anyone that still has issues please post your crash logs. I hope the crash logs I posted can be sent to the Spectrum TV app developer to figure what is causing the crash

    • Posts: 3 Spectator

      I followed the instructions to restart my modem & Apple TV yesterday and had no issues the rest of the night. However, it has since started crashing again. Hopefully, there will be a permanent fix to this soon because having to restart is such a first world inconvenience.

    • Posts: 25 Contributor

      today when I came from work I turn on My Apple TV select a local channel to watch the news and than I switch the Channel to TBS and after 3 minutes the app crashed.

    • Posts: 5,261 ✅ Verified Employee Moderator

      @All

      Thanks for the updates. Since the issue resolves after the reset and then returns, it appears to be more than just connectivity related. I am reaching out to the video app team and asking them to investigate and advise on next steps. I'll provide an update when I hear back from the app team.

      We appreciate your patience.

    • Posts: 25 Contributor
      edited April 25

      Here is another crash log for today. Same issue as yesterday came home from work and turn on my Apple TV launched the Spectrum TV App selected a channel from the channel guide and started watching TV and about 30 seconds, it closed/crashed to the main screen. This time it create crash log named JetsamEvent. That was caused by the Spectrum TV app. Thank you @James_M and everyone else that is helping and posting about this issue.

      JetsamEvent-2025-04-24-040418.txt
    • Posts: 6 Spectator

      Posting this for the record. The issues are back. They occurred shortly after starting to use two of the Apple TV's. They both locked up with the progress bar showing. I had to force quit the app on both. After doing this they both worked ok for a while.

      Thanks

    • Posts: 5,261 ✅ Verified Employee Moderator

      Update 4/25/25:

      Our product teams are currently investigating a possible issue between version 3.21 of the Spectrum TV app and Apple TV version 18.4.1.

      Restarting your Apple TV device and your Spectrum modem may temporarily resolve the issue.

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    • Posts: 5,261 ✅ Verified Employee Moderator

      Update 4/29/25:

      We have heard back from the video team. They have completed their investigation and they are currently testing a fix for this issue. Please look for an update in the near future that should resolve the issue.

      We appreciate your patience and apologize for the frustration.

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