Apple TV Authentication not working for CNN Go?

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Jackie68
I've Been Here Awhile
Posts: 4

Apple TV Authentication not working for CNN Go?

CNN will not authenticate via Rogers for Apple TV? This was working fine before very recently.  The authentication times out even though it says 'Activation Successful!'  I have an active account in good standing and was not able to speak to anyone via the support chat and or email.  I don't have multiple hours to engage in phone support.

 

 

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FIL3
I've Been Here Awhile
Posts: 3

Re: Apple TV Authentication not working for CNN Go?

It's the evening of March 31, and I just tried the app today about a week since the last time, and all is working as it should.  My app version is also 2.10.3.

 

It appears CNNGo has fixed the problem.

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RogersLaura
Moderator
Moderator
Posts: 773

Re: Apple TV Authentication not working for CNN Go?

Greetings @Jackie68!

 

Welcome to the community and great first post! 😊

 

It's certainly strange that the CNN GO app stopped working so suddenly when it was working okay before! I have a few questions for you to help troubleshoot the issue:

 

1. When is the last time you were able to log in to the CNN GO app using your Apple TV? 

2. Are you able to access any of the other GO apps using the same login credentials?

3. Are you able to log in to your MyRogers profile via a web browser or through the app?

4. Does the CNN GO app work using any other devices?

 

Please be advised that for Apple TV in HD and 4K, you need to be using tvOS 13.0+. Also, you must be subscribed to the channel you are attempting to access and have an active MyRogers profile.

 

We look forward to your response!

 

RogersLaura

Jackie68
I've Been Here Awhile
Posts: 4

Re: Apple TV Authentication not working for CNN Go?

I am reticent to try other Apple TV apps because they don't have to re-authenticate often.  Other Apple TV apps that are dependent on Rogers authentication are currently working fine including Global TV, CTV, City TV, TSN and Sportsnet.  I just ran a number of antivirus scans on multiple devices to ensure it is not some issue on our end.  I am also including the screens that show the code given the successful notification and in a later screen shot the timeout screen.

 

https://share.icloud.com/photos/0QsS0S3r2rlnvQHGp0n3erblQ (Activation Successful notification)

https://share.icloud.com/photos/0z2he4Hp01ztMRZ4F7FVuJJdQ (Initial activation screen & code)

https://share.icloud.com/photos/0xkGzCSrM7GibK8GQ8cBsWoFg (Screen that signal hangs on via MacBook Pro)

Gdorrett
I've Been Here Awhile
Posts: 3

Re: Apple TV Authentication not working for CNN Go?

Exact same issue. Is there a fix?
Jackie68
I've Been Here Awhile
Posts: 4

Re: Apple TV Authentication not working for CNN Go?

Haven't found one yet... and Rogers doesn't seem to care either way.  I suspect its the move to ignite.  'Rogersondemand' is the authorizing service and it seems to hang there

\

RogersCorey
Moderator
Moderator
Posts: 1,430

Re: Apple TV Authentication not working for CNN Go?

Greetings @Jackie68!

 

We do care and we are here to help but you did not answer all of the questions that @RogersLaura asked.

 

Would you mind letting us know if the CNN Go app works on any other device other than your Apple TV? Our intention behind asking this question is to find out if this is an Apple TV specific issue or if it's a bigger issue than that.

 

Please let us know at your earliest convenience so we can continue to the next steps.

 

Regards,

RogersCorey

Gdorrett
I've Been Here Awhile
Posts: 3

Re: Apple TV Authentication not working for CNN Go?

Laura
1. Last time I used the app was about a week ago. Then I had a power outage and had to reboot everything and all the apps I was using with Apple TV asked for verification again. All other Apps were retired using my Rogers account no problem.
2. I can log into my Rogers account no problem. The only issue is CNN on this Appletv and tv monitor. All other Apps are working perfectly including other Apps such as sports net and Tsn with verification as a Roger subscriber.
The CNN app works perfectly on. Y phone and IPad using my Rogers account verification. Again it is just the Samsung Tv and Appletv combo and only CNN.
RogersCorey
Moderator
Moderator
Posts: 1,430

Re: Apple TV Authentication not working for CNN Go?

Understood. Thank you for clarifying @Gdorrett!

 

Since the app works on other devices like your phone, I have to assume that the issue is device specific. If it works on one device, it should work on all supported devices.

 

Have you attempted yet to uninstall/reinstall the apps on the TV? I would also double check to make sure there aren't any pending updates for your TVs.

 

Regards,

RogersCorey

rvsoo7
I Plan to Stick Around
Posts: 27

Re: Apple TV Authentication not working for CNN Go?

I can confirm this is a problem.  I've never registered to CNN Go until I saw this thread so I tried it just now.  I have Rogers Ignite TV Premier and Apple TV 4th generation.  I added CNN Go from the App Store, went to sign in, then on my computer I went to the activation screen on CNN and typed in the code on my Apple TV.  The dialog box says:

 
Activation Successful!

 

But on the CNN's website it says "connecting..." forever, and the activation screen on the Apple TV doesn't disappear.  So something is definitely wrong.

Gdorrett
I've Been Here Awhile
Posts: 3

Re: Apple TV Authentication not working for CNN Go?

I have done everything you suggested multiple times. And still does not work.
As you can see from others in this chain I am not only one with this problem.
As we are all using Apple tv 4 but with different monitors I do not think it is a device issue. It seems to me that it is an issue with the Rogers activation not communicating with the App.