Crashes lately

Channels Apple TV Troubleshooting
#13

Can you try with experimental audio

#14

Will try and report back.

1 Like
#15

I have a crash almost every time I do the following:

  • Open channels and navigate around a bit (not sure if I have to start watching something or not to trigger this issue)

  • Navigate back to the main Apple TV Home Screen

  • Attempt to open Channels app again. This almost always results in the splash screen ("preparing tv') showing for a few seconds folliowed by the it crashing going back to the Apple TV Home Screen

This has been the case for several months.

#16

Could you pull the crash reports from your device and email to [email protected]

https://developer.apple.com/documentation/xcode/acquiring-crash-reports-and-diagnostic-logs#Locate-Crash-Reports-and-Memory-Logs-on-the-Device

#17

I sent the log and submitted diagnostic from the app last night UK time.

It wasn’t especially clear which file to choose but I think I got the right one but let me know if you need others / more.

#18

The logs you sent are very weird. Almost like something is wrong with your Apple TV.

You said the app doesn't even launch or get to a purple screen or show the tv logo? Crashes before our code even runs it sounds like.

1 Like
#19

Interesting, yes, the second loading of the app, it doesn’t open it crashes back to the homescreen.

Normally I’ve noticed it getting to the preparing your tv splash screen before crashing. But when I tested yesterday it didn’t even get that far.

We’ve got some HomeKit (specifically HKSV) issues. I wonder if they could be related?!

Edit:

I’ve done a software reset on my Apple TV. Having done that and reloaded everything this issue isn’t occurring anymore. So whatever it was, it appears to have been dealt with in that process.

3 Likes
#20

I also want to say thank you for your help here because we'd been experiencing some other weirdness with our ATV and you noting that there was something going wrong prompted me to do the full restore which has fixed those other issues too. No idea what caused it or what was wrong, but things are good now.

2 Likes
#21

Just happened to me. Diagnostics submitted. Thanks.

#22

@tmm1 happening often again. just happened while watching a recording at 1.25x, diagnostics sent. thanks.

#23

this thing just keeps crashing. diagnostics submitted, thanks.

#25

@tmm1 I'm i the only one experiencing this on all clients? do i even keep bothering sending you diagnostics? i sent them again. thanks.

#26

Diagnostics don't help with crashes.

See above:

1 Like
#27

Sorry, I missed that. I’ll send them when it crashes again. Thanks.

#28

sent. thanks!

#29

@tmm1 no idea if those i sent the other day helped you so i sent two from xcode. take a look how often this crashes. its often. will any more of these help? thanks.

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#30

Apple has asked for a sysdiagnose taken after crash along with a timestamp of the crash.

Logging (4th generation Apple TV & Mac)

  1. Reproduce the issue and generate a sysdiagnose by pressing and holding PLAYPAUSE and VOL- for 6 seconds, release the buttons and a dialog confirmation will appear on the TV screen.
  2. Follow the instructions on the TV screen to AirDrop the sysdiagnose log file from the Apple TV to your Mac or iOS device.
1 Like
#31

ok, done. ive sent support the link to the dianostics.

thanks.

#32

We fixed several causes of crashes recently and recommend upgrading to latest TestFlight v3.29.2358

1 Like
#33

@applewpb We got some crash reports from you last night. Those crashes are fixed in the latest testflight build from this morning.