Apple TV: Troubleshooting

If you are having trouble with the Altice One App or Apple TV, see below:

Altice One App Not Responding

Try the following:

  • Force quit the app
    • Close the app by pressing TV/Home twice and with the Altice One App selected, swipe up.
  • Restart your Apple TV
    • Press and hold TV/Home and MENU at the same time. Let go when the light on your device flashes. When Apple TV restarts, open the Altice One App to see if it works as expected.
  • Check for updates
    • Make sure that your Apple TV has the latest version of tvOS.
    • Next, open Settings on your Apple TV, then Apps. Select ON to turn on Automatically Update Apps, if not done already.
    • Open the App Store on your Apple TV, and swipe to Purchased. Open the Altice One App page to see if any updates are available.
  • Delete and reinstall the app
    • Highlight the Altice One App on the Home screen, then click and hold the Touch surface until the app jiggles. Press , then select Delete. Download the Altice One App again.

Black Screen

  • Live TV
    • When watching live TV, swipe left or right on your Siri Remote. If you do not see a picture, press MENU to return to the program details page. Select Watch to try again.
  • On Demand/DVR
    • Press MENU on your Siri Remote to return to the program details page. Select Play to try again.
  • Restart
    • Press MENU on your Siri Remote to return to the program details page. Select Restart to try again.

If the above do not work, press TV/Home on your Siri Remote and swipe up to close the Altice One App. Go back into the app and try again.

If you are still experiencing an issue after following the steps above, please contact a care specialist.

Audio/Video Issues

If you are experiencing audio/video issues:

Internet Connectivity

If you are experiencing internet connectivity issues, first check if your mobile device or computer are able to connect to your in-home WiFi network. If yes, visit Get help with Wi-Fi networks on your Apple TV. If no, there are a few simple fixes you can try.

If you are still experiencing an issue after following the steps above, please contact a care specialist.