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.
Solved! Solved! Go to Solution.
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!
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)
We do care and we are here to help but you did not answer all of the questions that @RogersYasmine 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.
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.
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:
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.
We appreciate you trying the suggested troubleshooting steps and getting back to us with the additional info. 🙂
As it does seem to be specific to using the CNN GO app with an Apple TV, let's try to get some tickets submitted so the matter can be further investigated on the back end.
Thank you kindly!
I just ran into this issue today - very frustrating. The CNN Go app was working fine until today, when I had to re-start my Apple TV 4K. No luck re-activating the app after that. I also tried uninstalling / re-installing the app, without luck.
I can also confirm that all other apps (CTV, Global, etc) that require activation are working fine.
Look forward to this being fixed.
Welcome to the Rogers Community Forums to you all! 🙂
We appreciate you bringing this matter to our attention. We'll need to gather your info in order to escalate this matter for further investigation.
As per RogersLaura in Post 12 of this thread, please send us a private message so we can get the process started for you.
Hi Tony, from everyone's shared experience its obvious that this problem is systemic. This analogy likely simplifies the matter too much, but if my neighbourhood's power is out I wouldn't expect my breaker box to be the issue.
General question to all, has anyone dealt with tech support one-on-one about this issue, and had the problem fixed?