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Apple TV issues

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Apple TV won’t connect to the feed

1

Check the Feed ID

Feed IDs are 6 characters. Double-check you haven’t transposed any characters. The ID is not case-sensitive.
2

Check internet connectivity

On the Apple TV, go to Settings → Network and verify the TV has an internet connection.
3

Try restarting the app

Press the TV/Home button twice to see the app switcher, swipe up on LightLoop to quit it, then relaunch.

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Content isn’t updating on the Apple TV

The Apple TV syncs via WebSocket (near-instant) with a 30-second polling fallback. If updates aren’t appearing:
  1. Wait 30 seconds — the polling fallback will pick up the change
  2. Check internet connectivity on the Apple TV
  3. Restart the LightLoop app to force a fresh connection
  4. Verify the change was saved — make sure you clicked Save in the dashboard after editing

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A video is grayed out and shows a warning badge

This means the Apple TV flagged the video as incompatible with its hardware. Fix: Re-export the video as H.264, MP4, constant frame rate and re-upload it to LightLoop. Delete the original incompatible item. Common causes:
  • H.265/HEVC on Apple TV HD (not supported — Apple TV 4K only)
  • Variable frame rate footage
  • Unsupported container format (MKV, AVI, WMV)
  • Very high bit rate files

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The screen goes to sleep during playback

Enable Prevent screensaver in the feed settings:
  1. Dashboard → Feeds → select your feed → Settings
  2. Toggle on Prevent screensaver
  3. Save

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Playback is choppy or stutters

LightLoop downloads videos before playing them, so network issues during playback shouldn’t cause stuttering. If you see stuttering:
  1. Check if the download finished — if a video plays before it’s fully cached (shouldn’t happen normally), there may be a re-download in progress
  2. Check video format — very high bit rate or 4K files on Apple TV HD may stutter; re-encode at a lower bit rate
  3. Restart the Apple TV — clears any memory pressure

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Portrait mode isn’t working

  1. Confirm the feed’s Orientation is set correctly in the dashboard (not “Landscape”)
  2. The Apple TV doesn’t physically rotate the HDMI output — if your screen requires a hardware signal rotation, you may need to configure that in your display’s settings
  3. Make sure the TV itself is physically mounted in portrait orientation

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LightLoop Remote issues

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Remote app can’t find the Apple TV

1

Check Local Network permission

Go to iOS Settings → Privacy & Security → Local Network and make sure LightLoop Remote is toggled on. Without this permission, the app cannot discover devices on your network.
2

Confirm both devices are on the same network

The iPhone or iPad and the Apple TV must be on the same Wi-Fi or local network. Guest networks and VLANs that isolate devices will prevent discovery.
3

Make sure the LightLoop tvOS app is open

The Apple TV only advertises when the LightLoop app is actively running. Check that it’s open and on the playlist grid — not in the background or at the tvOS home screen.
4

Force-quit and relaunch the Remote app

Swipe up from the bottom of the screen, find LightLoop Remote in the app switcher, swipe it away, then relaunch. This restarts the discovery scan from scratch.

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Remote app connects but commands aren’t working

  1. Check the connection banner — if the app shows “Connected” the command pipeline is live. If it shows “Reconnecting”, wait a moment for it to reestablish.
  2. Try a different command — if one gesture doesn’t respond, try tapping an item in the grid. If that works, the issue may be specific to one control type.
  3. Disconnect and reconnect — tap Disconnect in the app, then let it auto-reconnect (or select the device again from the discovery screen).

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Stage Mode transition direction looks wrong on some devices

Slide transition direction (next vs previous) is now synchronized from the Apple TV to all connected iOS devices. If one device consistently shows the wrong direction, force-quit and relaunch that device’s Remote app to clear any stale state.

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The Remote app crashes or freezes on launch

  1. Update to the latest version of LightLoop Remote from the App Store.
  2. Restart your iPhone or iPad.
  3. If the issue persists, delete and reinstall the app — no account data is stored, so nothing will be lost.

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Web app issues

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Upload failed or stalled

  1. Check your internet connection
  2. LightLoop uploads are resumable — if the upload failed, click Upload again on the same file; it will resume where it left off
  3. Check your Google Drive storage quota — uploads fail silently if Drive is full

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I can’t sign in

  1. Make sure you’re using a Google account (no other sign-in method is supported)
  2. Check that cookies and third-party sign-in are enabled in your browser
  3. Try an incognito/private window
  4. If you see a permissions error, try revoking and re-granting LightLoop’s Google access at myaccount.google.com/permissions

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A Canva import isn’t appearing

  1. Verify your Canva account is still connected under Integrations
  2. Make sure the Canva design is published (not in draft) — LightLoop can only fetch published designs
  3. Re-authorize Canva access if the token has expired

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The scheduled broadcast didn’t activate at the right time

  1. Check your account timezone — scheduled times use the timezone in your Account Settings, not the server’s timezone
  2. Verify the broadcast’s recurrence and day-of-week settings
  3. Check that the target feed still has the scheduled playlist assigned

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Getting more help

If you’re experiencing an issue not covered here, please file a bug report at github.com/lightloop/issues with:
  • A description of the problem
  • What you expected to happen
  • Your Apple TV model and tvOS version (if applicable)
  • Screenshots or screen recordings if relevant