AppleTV Video not available error message

I am having issues with all my Xfinity boxes. Restarting the modem only works for a day. I was able to watch AppleTV last night after rebooting but it is not available again today. 

Is this a known problem? It only started for me about 10days ago. 

I hope you can find a fix for this problem. 

@user_v6hs9p, Thanks for everything you have done on your end thus far, and I am sorry to hear nothing has successfully corrected this on your end. Rest assured my team is here to help you get to the bottom of this. I would like to get your account pulled up so that we can further troubleshoot this on our end. 

Please send us a Direct Message. Here are the detailed steps to direct message us: 
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Message sent as requested. 

@user_v6hs9p​ i’m having the same issue, super frustrating.

did they give you any solutions that worked?

@SamB33​ They simply asked me to DM them which I did. They haven’t responded yet. The only thing that worked was rebooting the box which is the work around for something that is broken. They should fix this. 

@user_9dee8d​ Right. I wasn’t having issues with AppleTV until about two weeks ago too. 

@user_9dee8d Thank you so much for letting us know you are also running into an issue with your AppleTV giving you an error. I would be more than happy to help take a look into this for you!

 If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

Here are the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Peer to peer chat" icon (upper right corner of this page) • Click the "New message" (pencil and paper) icon • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list • Type your message in the text area near the bottom of the window • Press Enter to send your message

@user_9dee8d​ 

this worked for me

Try saying “system, refresh“ in the voice remote. It was suggested to another user. 

Same problem here.  Rebooted Box, restarted Apple TV app, etc. last night.  Videos appeared.  Now, this morning, getting Video Not Available message again!  I'm on with Xfinity Assistant for second time in 12 hours.  This is beyond frustrating!

@user_ddcfdc​ 

this worked for me

Try saying “system, refresh“ in the voice remote. It was suggested to another user. 

@Nanetto88​ 

this worked for me

Try saying “system, refresh“ in the voice remote. It was suggested to another user. 

@user_7h4ib2​ 

an actual person helped me by updating the firmware on my X1 box. I was able to get to videos today. We’ll see about tomorrow! Good luck

Add Netflix to apps not loading for me for last two days .The screen for it doesn’t even show up

@user_ddcfdc​ Did you have any issues the following day??

@user_v6hs9p​  I DMed Xfinity yesterday when AppleTV not showing content; no reply.  Today, I'm able to watch content!  I did nothing different and assume Xfinity didn't do anything on my behalf as they made no contact with me.  I have no idea what the actual problem (or solution) is but just happy to be able to access what I'm paying for, at least for today!

@user_ddcfdc We are glad to hear your AppleTV service is working properly now. We are always here to help you if you should need us in the future. 

Hi there, @LisaKoz! Thanks for letting us know that Apple TV is not working right. We are glad to further help! Have you tried a system refresh to see if that would fix the issue? That will update the files from our end and reset the connection. You can say System Refresh into the voice remote and then follow the steps on the screen or press the A button to select the signal. 

I have not tried system refresh yet but did try going into settings/privacy and clearing out. I’ll try that now

Clearing the local storage would be the next thing to check so I am glad that is done already, @LisaKoz. Please let me know how it goes after the System Refresh signal. It takes about 10 minutes to process.

Aside from the error message that comes up, is there also an error code? It would look something like APPS-04036 at the bottom right of the screen.

Thank you, that seems to have solved it. 😃

I am happy to hear that, @LisaKoz! I know for some in this thread that the issue returned, so I will reach out tomorrow to check in and see how things are going. If something happens in the meantime just reply to our messages here so we can continue working on this. 

Try saying “system, refresh“ in the voice remote. It was suggested to another user, and it worked for me.

@user_7h4ib2 

Did the system refresh work just for the one day or did it really resolve the problem? I cleared local content and rebooted the box and I accessed AppleTV that night but not the next day. 
I have resorted to connecting my laptop via HDMI to my television so I don’t have to reboot the box every time I want to watch AppleTV. 

@user_v6hs9p, connecting via the HDMI is a viable option, but probably a bit of a hassle compared to just using your video box. Are you able to try the refresh on your end to see if this clears the issue for you?

Tried system refresh but there is a video outage in my area. 

Service interruptions in an area will affect Channels in a lineup for cable subscriptions, but the apps run off the internet service without access to the cable subscription. When you open the Apple TV app, is there a message stating there is a service interruption that may be on their end, or did you mean there is a service interruption to include the internet service as well being affected?

That is wonderful news which we are ecstatic to hear! If this issue rears itself again definitely do not hesitate to reach back out to us and create another post. We are always happy to aid in any way we can. Thank you for being the best part of Xfinity.