CBS All Access Support

How can I fix streaming issues on my Apple TV?



Here are some basic troubleshooting steps you can use with your
Apple TV to solve some of the most common streaming issues
(i.e. CBS All Access app is crashing/constantly loading or closed
captions are out of sync).


Step 1: Force close the CBS app

Using Siri Remote

  1. While on the Home screen, double-click the “Home” button on the Siri Remote. 
  2. Swipe to the right on the touch surface to find the CBS app.
  3. Swipe up on the touch surface to force the app to close.
User-added image


Step 2: Restart your Apple TV via Settings, using your
remote or unplugging it from power.


Settings
Go to Settings > System > Restart.

User-added image

User-added image

User-added image


Remote
Siri Remote or Apple TV Remote:* Hold down the Home and Menu buttons.
Let go when the light on your device flashes.
User-added image


Unplug Apple TV
If the Settings menu and your remote don't restart your device, unplug your
Apple TV from power. Wait six seconds, then plug it back in. 

User-added image




Step 3: Reboot router

Power-cycle your router by unplugging the power cord (Note: if you
have a separate modem, unplug the power to the modem first), waiting
approximately 10 seconds, and plug it back in (plug the modem back in
before the router, if applicable). When your router has completely
re-powered (usually after a few minutes), reconnect your streaming
device and test streaming once more.


User-added image



Step 4: Uninstall and reinstall the CBS app on your Apple TV

With an app's icon highlighted, press and hold the trackpad on the Apple TV
remote until the icon begins wiggling. Next, press the Play/Pause button on
the remote. Confirm you want to delete the app on the following screen.


User-added image
 

User-added image


If you’re still experiencing streaming issues, just contact us by clicking the blue
“Contact Us” button at the top of this screen, and we’ll be happy to help!




Related Article: How can I fix CBS All Access streaming issues on my computer, like buffering?
Related Article: I'm having issues streaming video on my Apple TV. What should I do?
Related Article: The CBS app crashes when I try to load it on my device/platform. How do I resolve this to resume streaming?