AppleTV on LG webOS "Couldn't Load Video"

This is a strange problem. I have tried everything that I have found in Google searches on this issue.

If I play any AppleTV content, it briefly plays the Apple intro, then tries to load the stream. But this fails every time, and it shows the error "Couldn't Load Video / Check your internet connection then try again." What is strange, is this only happens when the Apple intro is played. If I play an episode that is already in the middle (so no intro sequence) it plays fine. Everything else works. As noted, I can play episodes that are already in progress. But I can't play anything from the beginning. To be clear, my internet connection is fine. I can play everything in my Apple TV library. Netflix, Prime, Hulu, Youtube, Youtube TV, Disney+, Max, and Peacock all work. LG channels work. It is just shows on Apple TV, that play the Apple TV intro sequence.

What I've tried:

Checked that the TV has the latest software
Restart TV
Delete & reinstall the Apple TV app
Unplug and plug in the TV
Restarted my Verizon FIOS router
Checked network settings on my router
Tried with IPV6 on then back off
Tested on wifi
Tested on wired ethernet

None of this makes a difference- all other streaming services continue to work, the Apple TV app fails.

This is a new LG TV from Costco:

Model 65QNED85TAA.BUSELKR

WebOS version: webOS24 / 9.1.0-46

Apple TV 4K, tvOS 17

Posted on Aug 24, 2024 1:36 PM

Top-ranking reply

C-smith

Level 1

20 points

Posted on Sep 25, 2024 7:41 PM

I have the same issue but it is not associated with a new TV. It just started last week. Bad Monkeys and now Slow Horses. I have watched multiple episodes and then last week this error message started popping up. How do we report this to Apple TV?

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20 replies

DrJohn58

Level 1

8 points

Oct 12, 2024 5:11 PM in response to E_r_i_c

Have same issue. I have been on the phone with LG support, and it appears to be a software problem with LG. They told me that the fix will be implemented in the next update, scheduled for later in October. We'll see. Suggest contacting LG support.

CarlGLA

Level 1

20 points

Oct 12, 2024 5:34 PM in response to DrJohn58

I spent 45 min texting with LG and trying everything, nothing helped and they disconnected Chat after all

of that time. Our other LG from 2021

works fine. Seems like this is a LG software compatibility issue. Also spoke with Costco tech support and was not able to resolve.

Oct 13, 2024 10:27 AM in response to E_r_i_c

Thank you for this work around! I have been getting SO frustrated. I have a wireless pod in my bedroom and know it’s not my connection! I am recovering from surgery AND a back injury and want to watch a movie and just thank you! 👏🏼

Oct 14, 2024 7:08 PM in response to Really100

I had the same thing happen with our old ruku box. It worked for years, then started this same behavior. I bought a new box and it was fixed. One weird thing I found yesterday, when the content wouldn’t load on my tv I tried starting the show on my iPad, then tried sharing it with the tv. The screen share would just hang as soon as I hit the play. I think this is some kind of intellectual property control. Like it can’t verify my location so apple blocks the stream. Like trying to play a dvd with the wrong country code, it was used to lock international piracy. I’m so upset I gave away the ruku device that worked perfectly.

Oct 14, 2024 5:43 PM in response to E_r_i_c

I have a new LG and having the same problem. I have tried the work around…fast forwarding to 50 seconds, OMG it worked. Thank you everyone.

AppleTV on LG webOS "Couldn't Load Video"