Support for Apple TV Apps

If you're experiencing an issue with any of our apps on Apple TV we apologize and are happy to help. If the information on this page doesn't resolve the issue you're having please contact us at support@magicwindow.app.

Most customers who are experiencing problems on Apple TV have one of the following problems:

  1. The downloads in the app fail or do not complete (commonly “Error 6”).

  2. The app won’t download, won’t install, or appears hung.

  3. Installed the Magic Fireplace update and not all fireplaces downloaded. (NEW)

Click on the problem you are having for details on resolving it. If you are having a different problem, please contact us at support@magicwindow.app.

If you are unhappy with your purchase and want a refund one is available directly from Apple. Please follow the instructions here for a refund.

1. Downloads fail, won't start, stuck on "retry download"

All of our Apple TV apps download additional videos from Apple’s servers after they are first launched. This process will take some time depending on your internet connection. Apple’s servers can sometimes fail or be unavailable, which will result in the app showing an error indicating such. The apps are required by Apple policy to use Apple’s servers, so sadly we can’t provide an alternative.

If you have problems with the videos downloading please follow these steps:

  1. Check your Internet connection. Do other apps that require Internet on your Apple TV work? If you can connect your device to Ethernet this often helps.

  2. Restart your Apple TV. In many cases this resolves the issue. The easiest way to do this is from Settings > System > Restart.

  3. If restarting does not work you will need to delete the app, restart the Apple TV again, and reinstall the app. Follow these exact steps:

    1. Delete the app. Instructions on how to delete apps can be found here.

    2. Restart your Apple TV again.

    3. Reinstall the app from the App Store (free).

    4. When you first run the app go to the scene select tab (called Scenes in most of the apps) and stay there until the downloads complete.

      It is critical to restart the Apple TV after you delete the app because this will guarantee any cached downloads will be removed. If you install the app again without restarting that may work, but it won't always work. If you still have issues with downloads after these steps please contact us at support@magicwindow.app.

  4. If the download error shows “Error 6” this means specifically Apple’s servers have provided an invalid access token to your Apple TV. This token expires after 24 hours. Taking the above steps should flush this token, but sometimes all you can do is wait. The app can’t do anything to fix it, because the token system is entirely internal to Apple.

2. App won't start - will not download, white screen, doesn't play

There are a number of situations where the App Store will either fail to install the app, corrupt the installation of the app through an update, or download a corrupted scene resource. When this happens the app may fail in a number of ways including crashing on launch, not showing any scenes, not doing anything on launch, showing a single static image, showing just the launch screen, or specific scenes refusing to download. 

To resolve this issue:

1. First, simply restart your Apple TV. In many cases this resolves the issue. The easiest way to do this is from Settings > System > Restart.

2. If restarting does not work you will need to delete the app, restart the Apple TV again, and reinstall the app. Follow these exact steps:

  1. Delete the app. Instructions on how to delete apps can be found here.

  2. Restart your Apple TV again.

  3. Reinstall the app from the App Store (free).

It is critical that you restart the Apple TV after you delete the app but before reinstalling it. In many cases the corrupted file is on the device but is not accessible to the app or deletable by or with the app. On a restart the device flushes out these files.

We have spent extensive time working with Apple to root out all possible causes of these issues in their systems. Unfortunately the App Store is extremely complex and rare issues like this continue to happen every once in a while. We know it is frustrating and sincerely apologize for the inconvenience.

If none of this works please contact us at support@magicwindow.app and we will help figure out what the problem is. Thank you for your patience. 

3. Installed the Magic Fireplace update and not all fireplaces downloaded

The latest Magic Fireplace update (2.1) includes remastered videos that are downloaded from Apple when the update is first run. Due to a rare tvOS bug, you may experience a problem where not all of the videos download. Specifically, half the videos will download, and the remaining videos will all say “Retry Download.” Selecting that option never works.

Unfortunately in order to resolve this issue you will need to reinstall the app by taking the following steps:

  1. Delete the app. Instructions on how to delete apps can be found here.

  2. Restart your Apple TV.

  3. Reinstall the app from the App Store (free).

It is critical that you restart the Apple TV after you delete the app but before reinstalling it. This clears out the old downloads so the problem doesn’t happen again next time you install the app.

If you are still having problems, please contact us at support@magicwindow.app.

Enjoy Earth - Enjoy Life