14 Replies Latest reply: Nov 22, 2010 9:59 PM by Theworldwelivein
luvsoccer Level 1 Level 1 (0 points)
I am either incredibly unfortunate or this is a huge underreported problem - I suspect a little of both. I am on my second Apple TV 2 device in as many weeks and both devices have exhibited horrible infrared and/or device performance with any number of remote controls, so much so that it is impossible to use the "Learn" function built into the Apple TV 2. Problems are numerous: no rapid scrolling, play/pause & hold does not work, holding select button does not work, etc.

While I'm having more success with the software remote using an iPad, the device should at least work with the supplied remote and 3rd party remotes. I suspect they have a hardware or system software problem in these boxes - I get a blinking white light and audible sound when clicking the remote, so the infrared is picking up the signals - but I absolutely cannot use the learn function, at least not beyond the first up arrow key.

Why is this being underreported? My theory is many users jump immediately to the superior remote software using iphone, ipod touch or ipad.

How many out there are having similar problems? This is damaging to the quality reputation Apple has - I'm about to trade this in for a 3rd device in three weeks...

Mac Pro, Mac OS X (10.6.4)
  • 1. Re: Two for two in Sick Apple TV 2 Devices
    Alley_Cat Level 6 Level 6 (17,035 points)
    Not quite the same but I find the silver remote is far poorer in terms of ergonomics, range and angle I can use compared to old white AppleTV remotes (which don't work properly with the new unit).

    White remote used to work bounced off any wall/ceiling if the unit was obscured for some reason but new unit require far more direct line of sight and far poorer remote range.
  • 2. Re: Two for two in Sick Apple TV 2 Devices
    Dan Mitchell1 Level 1 Level 1 (50 points)
    RE: "the device should at least work with ---- 3rd party remotes."

    Before we blame Apple do we know that TV2 is even designed to work with anything other than the supplied remote ? I would have thought that working with non-Apple remotes would be a very remote possibility !

    DM
  • 3. Re: Two for two in Sick Apple TV 2 Devices
    Chenks Level 5 Level 5 (7,420 points)
    Dan Mitchell1 wrote:
    Before we blame Apple do we know that TV2 is even designed to work with anything other than the supplied remote ? I would have thought that working with non-Apple remotes would be a very remote possibility !


    it works fine with my Logitech Harmony One
  • 4. Re: Two for two in Sick Apple TV 2 Devices
    luvsoccer Level 1 Level 1 (0 points)
    The problem involves every remote - especially the supplied Apple TV remote. Does your supplied Apple TV 2 remote work as advertised - for example, when you click and hold one of the direction arrows, does it fly through the menu, or just move one cursor at a time - mine does the latter. When you press and hold the play/pause button does it bring up other options like the manual says it will - mine does not. When you press and hold the select button does it activate a sub-menu for activating Genius - mine does not. I highlighted the problems with Learn just to provide some additional examples of how the device does not perform as advertised.

    I suspect that a lot of people are having these problems and maybe don't realize it - I have seen the rapid scrolling and it is a MUST HAVE feature, except in my case it sometimes works for the first 5-10 seconds and then never again, until the ATV2 is put to sleep and later awoken.
  • 5. Re: Two for two in Sick Apple TV 2 Devices
    luvsoccer Level 1 Level 1 (0 points)
    do you get rapid scrolling with single click - all the time? see my other post for more symptoms of my problems...
  • 6. Re: Two for two in Sick Apple TV 2 Devices
    Chenks Level 5 Level 5 (7,420 points)
    luvsoccer wrote:
    do you get rapid scrolling with single click - all the time?


    no idea what "rapid scrolling with single click" is.
    i've used my Harmony One with 2 original appletv's and 1 new one and have had no difference in operation.
  • 7. Re: Two for two in Sick Apple TV 2 Devices
    luvsoccer Level 1 Level 1 (0 points)
    What I mean by "rapid scrolling with single click" is...If you press and hold (don't release) one of the directional arrows, does the on-screen cursor continue to move multiple positions until you release the button? I describe this as rapid scrolling and if your device operates this way it is working correctly. If it only moves one position, then requires you to re-press the directional arrow to move another cursor position, one position per click, then your device is not working correctly.

    Can you advise what happens when you press and hold one of the directional arrows?

    Thanks in advance.
  • 8. Re: Two for two in Sick Apple TV 2 Devices
    Chenks Level 5 Level 5 (7,420 points)
    luvsoccer wrote:
    What I mean by "rapid scrolling with single click" is...If you press and hold (don't release) one of the directional arrows, does the on-screen cursor continue to move multiple positions until you release the button?


    yes it does do that.
    if i press and hold "down" it starts scrolling and keeps scrolling (getting faster) until i release.
    it does the same as the stock apple remote.
  • 9. Re: Two for two in Sick Apple TV 2 Devices
    luvsoccer Level 1 Level 1 (0 points)
    Thanks very much for confirming your device operation. It seems like incredibly low odds, but now I know my replacement ATV2 box is also sick.

    Hopefully I won't strike out and get a third bad device when I return this box for yet another new one.
  • 10. Re: Two for two in Sick Apple TV 2 Devices
    luvsoccer Level 1 Level 1 (0 points)
    I may have discovered my problem. I moved the Apple TV several feet from where I'd been placing it and low and behold the remote starting working correctly again. Only the Play/Pause/Hold button doesn't perform as instructions state, but all other, and most importantly, scroll on single click, all work now.

    My theory on cause: I had been placing the ATV2 directly below the left corner of my Vizio LCD TV, and I just checked and learned that the Vizio remote sensor is in the left corner of the TV. There were a few inches between Vizio sensor and ATV2 device (less than 6"). I am now in the process of moving cables and putting device on other side of cabinet.

    My apologies to all/and Apple, for suggesting they had a device problem. Looks like IR interference between devices is the cause.
  • 11. Re: Two for two in Sick Apple TV 2 Devices
    tgibbs Level 1 Level 1 (70 points)
    Dan Mitchell1 wrote:
    RE: "the device should at least work with ---- 3rd party remotes."

    Before we blame Apple do we know that TV2 is even designed to work with anything other than the supplied remote ? I would have thought that working with non-Apple remotes would be a very remote possibility !

    DM


    Surprisingly, Apple designed the Apple TV2 to work with any remote. It will learn IR commands from a non-Apple remote. This feature is found in the Settings under "General"
  • 12. Re: Two for two in Sick Apple TV 2 Devices
    tgibbs Level 1 Level 1 (70 points)
    The position of the TV's remote sensor is probably not relevant, since it receives rather than transmits. But you are likely right about the problem being interference by your TV. Some LCD screens produce a great deal of IR interference. Often this subsides once the TV has been running for a while.
  • 13. Re: Two for two in Sick Apple TV 2 Devices
    luvsoccer Level 1 Level 1 (0 points)
    good call - I noticed same problem on other side of TV, until I pushed the ATV2 back so that its front panel is several inches behind the screen. It works better there.
  • 14. Re: Two for two in Sick Apple TV 2 Devices
    Theworldwelivein Level 1 Level 1 (0 points)
    I'm having the same scrolling problem on my second appletv 2. I took the first back after discovering the problem very quickly. I just setup the second unit moments ago, ran latest update and still cannot autoscroll. Very frustrating. It's definitely not the remote included with the atv as I paired my old white remote to it and it has the same issue. I took the new remote and paired against my atv 1 and it scrolls just fine... Hope apple figures this one out very fast. Was curious to know what type of tv you are connecting to? I'm running on a samsung with anynet (device sync). Was curious to know if any net might be interfering with atv at all. Lovely... Just put it to sleep and not it won't wake back up... Hope apple wakes up soon and does a little more QA on it's stuff before they release it to the public...