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The Fandango at Home Forums are designed to help viewers get the most out of their Fandango at Home experience. Here, Fandango at Home customers may post information, questions, ideas, etc. on the subject of Fandango at Home and Fandango at Home -related issues (home theater, entertainment, etc). Although the primary purpose of these forums is to help Fandango at Home customers with questions and/or problems with their Fandango at Home service, there are also off-topic areas available within the Fandango at Home Forums for users to chat with like-minded people, subject to the limitations below.

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6. Comments that discuss ways to manipulate Fandango at Home products/services, including, but not limited to, reverse engineering, video extraction, and file conversion.

Additionally, please keep in mind that although Fandango at Home retains the right to monitor, edit, and/or remove posts within Fandango at Home Forums, it does not necessarily review every comment. Accordingly, specific questions about Fandango at Home products and services should be directed to Fandango at Home customer service representatives.

Terms of Use - User Comments, Feedback, Reviews, Submissions

For all reviews, comments, feedback, postcards, suggestions, ideas, and other submissions disclosed, submitted or offered to Fandango at Home, on or through this Site, by e-mail or telephone, or otherwise disclosed, submitted or offered in connection you use of this Site (collectively, the "Comments") you grant Fandango at Home a royalty-free, irrevocable, transferable right and license to use the Comments however Fandango at Home desires, including, without limitation, to copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell and /or distribute such Comments and/or incorporate such Comments into any form, medium or technology throughout the world.
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Thor: Ragnarok UHD Freezes on Apple TV 4K

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    Thor: Ragnarok UHD Freezes on Apple TV 4K

    Thor: Ragnarok keeps freezing at the beginning of the movie. It's not happening for other 4K movies. Is anyone else's freezing? The audio keeps playing but the picture freezes. It happens within a minute of playing.

    #2
    Do you know if it's playing Dolby Vision or HDR10?

    Also - was this through a receiver or straight to the TV? And in either case, could you give the model(s)? We'll see if we can reproduce (it's working for us...)

    Comment


      #3
      Originally posted by Jake View Post
      Do you know if it's playing Dolby Vision or HDR10?

      Also - was this through a receiver or straight to the TV? And in either case, could you give the model(s)? We'll see if we can reproduce (it's working for us...)
      It's playing in Dolby Vision. It's straight to the TV. I'm on the 11.4 Beta 3. Not sure if this is causing it.

      Apple TV 4K A1842 (32 GB)

      Comment


        #4
        Thor Ragnarok won?t even play on my Apple TV 4K running tvOS 11.3. I get the audio and then a frozen picture followed by the following error:

        ?Content Unavailabile (-11819). We don?t have a version of this content on Apple TV. Please contact Vudu Customer Care.?

        I?m connected directly to my Sony XBR55X930E. The same movie plays on the new Beta Sony Tv Vudu app.

        Comment


          #5
          Originally posted by Morac View Post
          Thor Ragnarok won?t even play on my Apple TV 4K running tvOS 11.3. I get the audio and then a frozen picture followed by the following error:

          ?Content Unavailabile (-11819). We don?t have a version of this content on Apple TV. Please contact Vudu Customer Care.?

          I?m connected directly to my Sony XBR55X930E. The same movie plays on the new Beta Sony Tv Vudu app.
          I eventually get the same error when I exit out. Thanks for confirming the same issue!

          Comment


            #6
            Also, Incredible Hulk will not play in 4K for me. I own the movie via Movies Anywhere. It plays only in HD. I have 4K selected as the playback.

            Comment


              #7
              If I restart from the beginning it will play a few minutes before freezing right before the cage drops. It actually made my ATV4K extremely slow to respond. It looks like the encode might just be bad.

              Comment


                #8
                Originally posted by dunnvudu View Post
                Also, Incredible Hulk will not play in 4K for me. I own the movie via Movies Anywhere. It plays only in HD. I have 4K selected as the playback.
                Movies that are Dolby Vision Profile 4 will play in HD until Vudu updates them to Profile 5. GotG2 does the same thing.

                Thor Ragnarok is Dolby Vision Profile 5, but it?s corrupt for some reason.

                Comment


                  #9
                  Originally posted by Morac View Post

                  Movies that are Dolby Vision Profile 4 will play in HD until Vudu updates them to Profile 5. GotG2 does the same thing.

                  Thor Ragnarok is Dolby Vision Profile 5, but it?s corrupt for some reason.
                  Ah, where did you read that? Also, how can you tell which profile it's on? Thanks!

                  Comment


                    #10
                    Just tried out Thor as well. Same issue, it does freeze up then I can?t restart it.

                    Comment


                      #11
                      Also Sony x930e, No receiver,

                      Comment


                        #12
                        Same issue with Thor: Ragnarok. Movie begins to play, Dolby Vision kicks in, and after a few seconds, the video stops while the audio still plays. I've had to unplug and restart my Apple TV just to get back to the home screen.

                        Wonder (2017) does not play at all. I own the UHD version. As soon as I click play, I get the error "Content unavailable on Apple TV."

                        TV: LG C6 OLED
                        Soundbar: Sony HT-ST5000 (Apple TV 4K is connected directly to soundbar)

                        Comment


                          #13
                          Originally posted by dunnvudu View Post

                          Ah, where did you read that? Also, how can you tell which profile it's on? Thanks!
                          https://forum.vudu.com/forum/technic...925#post458925

                          While thread is about the Android TV app, the Apple TV only support DV P5 as well. https://support.apple.com/kb/SP724?locale=en_US


                          Since Thor Ragnarok plays fine in the Android App, there must be something wrong with the Apple TV encode.

                          Comment


                            #14
                            Originally posted by ryanmcv View Post
                            Same issue with Thor: Ragnarok. Movie begins to play, Dolby Vision kicks in, and after a few seconds, the video stops while the audio still plays. I?ve had to unplug and restart my Apple TV just to get back to the home screen.

                            Wonder (2017) does not play at all. I own the UHD version. As soon as I click play, I get the error ?Content unavailable on Apple TV.?

                            TV: LG C6 OLED
                            Soundbar: Sony HT-ST5000 (Apple TV 4K is connected directly to soundbar)
                            Blade Runner 2049 freezes up just like Thor: Ragnarok.

                            Comment


                              #15
                              I tried emailing support about this and they responded with some weird generic statement about not all devices support UHD and linked to a forum post where it shows the Apple TV 4K does. Please train your support staff.

                              Comment

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