If you experience issues while using Zattoo on your Apple TV, please follow the steps below in the given order. Proceed to the next step if the issue persists.
Table of contents
1. Important note on device support
Zattoo supports Apple TV HD and newer models. Older versions are no longer supported. Issues on unsupported systems cannot be resolved.
2. Check the Apple TV remote
Make sure your Apple TV remote is sufficiently charged.
Fully charge the remote.
Check whether inputs are delayed or not recognised properly.
If necessary, pair the remote with your Apple TV again.
Detailed instructions are available on Apple’s support website here.
3. Restart Apple TV
Restarting the device often resolves temporary issues.
Go to Settings → System → Restart.
Wait until Apple TV has fully restarted.
Open the Zattoo app again.
4. Reinstall the Zattoo app
Highlight the Zattoo app on the Home screen.
Press and hold the touch surface on the remote.
Press the Play/Pause button.
Select Delete.
Restart Apple TV.
Download the Zattoo app again from the App Store.
Further information on managing apps is available on Apple’s User Guide here.
5. Update your Apple TV
Open Settings → System → Software Updates.
Select Update Software.
Install any available updates and restart the device afterwards.
Additional details about tvOS updates can be found on Apple’s User Guide here.
6. Check your network connection
Playback issues may be related to your internet connection.
Disconnect and reconnect the network.
Restart your router.
If possible, test a different network (for example, a mobile hotspot).
Check whether other devices on the same network can stream without issues.
Please note:
Public or hotel Wi-Fi networks may restrict or block streaming.
For maximum stability, a wired Ethernet (LAN) connection is recommended.
Further tips can be found in our Improve streaming quality article.
7. Check video and HDMI settings
In some configurations, video settings may affect playback.
Open Settings → Video and Audio.
Check the resolution and refresh rate.
Test a fixed setting such as 1080p.
Try a different HDMI cable or HDMI port on your TV.
8. Check audio settings
In case of sound issues, please check the audio settings.
Open Settings → Video and Audio → Audio Format.
Set Audio Format to Automatic, Stereo or Dolby 5.1.
9. Disable VPN, proxy or DNS filters
Zattoo may be blocked if the connection uses services that mask or redirect the IP address.
Check whether a VPN, proxy or DNS filter is active in your network.
Disable these services temporarily.
Restart both the router and Apple TV.
10. Reset Apple TV to factory settings
If none of the previous steps resolve the issue, you can reset Apple TV. The device will need to be set up again afterwards.
Open Settings → System → Reset.
Select Reset and follow the on-screen instructions.
11. Contacting support
If the issue persists, please contact our support team via the contact form and provide the following information:
Apple TV generation
Installed tvOS version
Installed Zattoo app version
Your Zattoo email address
A brief description of the steps taken before the issue occurred
This information helps us analyse the issue more efficiently.
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