This is a new problem for me. My Legacy Tablo updated last week. Since then I have 2 and only 2 shows that are showing “Failed to Load. Item not Found.” Both shows are viewable on the Legacy Tablo app on my iPhone, Fire tv, Roku, and Google TV. They are not viewable on any of my Apple TVs (5). This is the second week since the update that I have had this issue. All of my Apple TVs are running the current TVOS. No other shows on the channel seem to be impacted. The two shows are FBI and NCIS. They are both CBS programs. None of my other CBS shows have this issue. I’m not running any beta software of any kind at this time. My Apple TVs run the gamut from an old 2017 4K model to the latest 4K model with ethernet. Same issue across the board. Last week I was able to watch on the new Gen 4 app, but I really don’t care for that app and commercial skip is important to me. I watch these programs primarily from the treadmill and trying to skip commercials is a safety issue with some inner ear balance issues I have. I also don’t want to switch devices for just a show here and a show there as that requires changing the Bluetooth connection on my headphones. But mostly I just think it’s a really weird thing to happen. Why just those two shows?
Any thoughts? @TabloEngineering @TabloSupport @TabloTV
Hi @MonkeyMom,
This article has some advice that might help.
If that doesn’t work, contact Tablo Support.
@TabloTV I fail to understand how this article is helpful. The article addresses when a CHANNEL fails to load properly due to a guide issue. The guide is fine. I can watch the channel live without issue.
The shows are accessible on other streaming platforms. Other shows on the same channel recorded at different times are accessible on all the Apple TVs. The “support” in the past few years since Scripps acquired Tablo has been more than disappointing.
I’ve also been using Tablo long enough to have tried the standard steps. Given that it’s not all programs on the specific channel, it is clearly something unusual. If you could have a specific technical support person with actual experience troubleshooting advanced and unusual issues reach out to me, I would appreciate it. @TabloCEO @TabloSupport @TabloEngineering
If any of the more advanced longer term users have any ideas, I’d love to hear those suggestions.
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We’ve discussed this further with the team, are you running a beta version of tvOS on your Apple TVs?
@TabloTV @TabloEngineering @TabloSupport No. I’m not running ANY beta software. I’m running the current TVOS 26.3 (23K620) on all the Apple TVs. Tablo app 2.4.1. For troubleshooting I had already: deleted and reinstalled the Tablo app from all Apple TVs; Unplugged and reset the Tablo (not a full reset - not willing to go there yet); and reset the router. Programs before AND after the affected programs on the same channel recorded and were viewable. Programs are viewable on Fire and Roku and my iPhone.
This is the second week this has happened. So it is a repeated issue.
It took 25 minutes of fighting with your AI support and it hanging up on me twice before I was able to speak to a live person who informed me I should get an email “in the next week or so” about the issue. Okay. Maybe hanging up isn’t the right word but I was disconnected after talking to it for 10 minutes each time. The third time was much faster and actually resulted in a real person even if they were unable to offer any troubleshooting outside the basic steps any more advanced user has already tried.
We’ll have someone reach out to you @MonkeyMom.
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@TabloTV @TabloEngineering @TabloSupport @TabloCEO From my interaction with support, I am unclear why they want access to my Gen4 logs. As I stated the issue is with the Legacy Tablo app specifically on the Apple TV. The error repeated again last night with the recording of FBI on CBS while the program immediately following, CIA, is not affected. I’m attaching a photo of the error on Apple TV and a screenshot from the same content on my iPhone.
Issues like this were much easier to resolve before Scripps took over when we were able to actually talk on the telephone with engineers during the troubleshooting process. Now the issue requires receiving emails hours after responses during inconvenient times dragging out the process. And despite me repeatedly stating the singular location of the issue (Legacy Tablo app on Apple TV), the team is asking for logs on the Gen 4 app without a reasonable explanation of why they want information from the completely unaffected Gen 4 device or app, both of which have no issues and I’m unclear about what information would be provided. I’m sure all of this could have been handled much more effectively and efficiently with an actual telephone conversation.
@TabloTV @TabloCEO @TabloEngineering @TabloSupport
It appears there is no way to find the bug or any resolution except to rollback the firmware, which is an acceptable solution for me.
This would have been a significantly better customer experience had I been able to live troubleshoot the issue over the telephone with resolution likely within hours instead of 5 days. I urge you to consider a more customer-centric approach for technical support.
This thread should be closed.
