Apple TV Won't Login to HomeShare

Question

Diver_Down Author

Level 1

33 points

Apple TV Won't Login to HomeShare

I am receiving the following error on my 3rd Gen Apple TV:

“Unable to Sign In

The Apple ID you entered couldn’t be found or your password was incorrect.

Please try again.

To change or reset the password for your Apple ID, go to http://iforgot.apple.com on your computer.”

Fact: Apple released new iOS code and my Apple TV can no longer log in to

HomeShare

Fact: I am able to log into iTunes (so Apple can sell me stuff)

Fact: My Apple TV is on Ethernet (hard wired, not WiFi)

Fact: I can connect to HomeShare with my Windows devices and my other

Apple devices (iPhones, Macs, iPads) so it is a fact the issue is not

the ID or Password.

Fact: Apple support person requested that I log into HomeShare with a

two-factor code at the end of my password

Fact: I did and received the same error message

Fact: They asked me to try again and requested a screen sharing session

Fact: I performed the same actions again and got the same results (even with

"supervision")

Fact: I was told to restore the Apple TV to factory defaults

Fact: I did and still get the same error message

Fact: This was escalated to a senior support person who told me that it was

a server issue at Apple, and it was only affecting Apple TVs from being able to

login to HomeShare

Fact: I explained how this is not possible and that I didn't believe him

Fact: The senior support person gave me what he said was his direct dial

with his extension

Fact: The number he provided does not work. When you dial the number, it

asks for the extension followed by the #. When you do that, it then asks for

the same information a second time. When you do that the message is "We're

sorry Apple is now closed" regardless of the time of day that you call and

refers you do a different number for support.

Fact: I go through to a different senior support person who asked if I was

still having the issue

Fact: I stated that if I wasn’t, I would not have called back to Apple

48-hours after I reported the issue and had not heard anything back from Apple

Fact: The senior support person said that engineering has requested a video

or photo of the error message and asked me to take a picture of my TV screen

(above)

Fact: I took the picture and received an error message on my iPad

"Unable to Upload File"

Fact: The senior person asked if there was an error code or anything more

descriptive. I told him no, that I read him the exact code.

Fact: this person asked me to email the file to myself and then upload it. I

did and it failed.

Fact: the utility states it supports up to 50GB of files but could not

upload a 2.3MB file

Is anyone else having this issue? If so, were you able to resolve it and if

you did, how?

I'd like to get this fixed.

Apple TV

Posted on Aug 28, 2019 7:58 PM

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Answer 1

Oct 30, 2019 12:10 PM in response to dnovo

A couple of things to try:

Make sure you have set your timezone correctly
On older models you need to enter your password together with the authentication code (6 digit number)
Codes have to be entered into the system within 30 seconds so you may need to be quicker at entering them.

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Answer 2

Urquhart1244

Level 10

146,160 points

Aug 29, 2019 10:34 AM in response to Diver_Down

Users that have two-factor authentication active for their Apple ID, may be asked to sign in with a verification code. Unfortunately, the software on the Apple TV (2nd or 3rd generation) haven’t been updated for this newer procedure. To sign in, users would need to append the code to their password, together in the password field. There is a time limit. To avoid exceeding the time limit (only 30 seconds!), you need to enter the password, then request a new code, and add it to the password; then submit. That way the time for entering the password part isn’t counted.

https://discussions.apple.com/thread/250420575

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Answer 3

Sep 16, 2019 9:00 AM in response to Tvhelp999

I'm getting this issue with Home Sharing too: won't let me log in. But for the iCloud piece of things, see my comments here: https://discussions.apple.com/thread/250420575?answerId=251217201022&page=3.

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Answer 4

Sep 25, 2019 12:57 PM in response to mufc76

Hey, @mufc76. There's another thread that has settled into more of a focus on the iCloud Photo Sharing piece of things and if you're having trouble with that (it's not clear since you just said iCloud) then check out https://discussions.apple.com/thread/250420575. In short, I'm finding that as long as you keep the code visible through the time you submit it and Apple validates it that I can get iCloud Photo Sharing to work. Again, I'm not sure if that helps you or not, but I wanted to mention it in case it does.

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Answer 5

dnovo

Level 1

4 points

Oct 30, 2019 12:16 PM in response to Ian Kennedy

I have checked all that:

Time zones identical among all involved devices.
I'm configuring an Apple TV 2nd Gen so I had to master the password and append the 6 digit verification code routine to both log on to my iTunes account and to my iCloud account. Currently I'm logged on to both functions in the Apple TV.
Yes, I put the code, well within the 30 second limit, (That is how I was able to log on to iTunes and iCloud).

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Answer 6

Diver_Down Author

Level 1

33 points

Aug 29, 2019 3:50 PM in response to vazandrew

They allege there is a ticket open with the engineering team and that engineering is looking into it. I originally reported this on Monday, August 26, 2019 and spoke with the senior support person who is my primary contact for this issue yesterday. The only thing the engineering team requested was a picture of the error on my TV. So I sent it to them.

I'm not sure how this helps them in any way, but...

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Answer 7

Oct 1, 2019 9:15 AM in response to Diver_Down

I have also been having this issue with one of my two Apple TV 3’s. Tried everything and nothing worked but got excited when I saw an update last night. After update I was able to login to iTunes and when I click on computers it asks if I want to use my iTunes username to login into home sharing. Of course it loads into the two factor auth, sends me code, and rejects password.

However, it got me thinking of a possible solution and I will have to try it out tonight when I get home but has anyone tried to restore their Apple TV via iTunes? Secondly, it looks like Apple is still signing some of the old versions of the software and this might allow us to restore to a previous update and restore home sharing function.

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Answer 8

Ebekman

Level 1

4 points

Oct 7, 2019 10:28 AM in response to Diver_Down

One more with the same problem.

My ATV 3rd Gen not logging into Home Sharing.

I use my Apple TV as Home Hub to control my house lights, temp and appliances from outside of my network.

As see in pictures, I can connect normally to my iCloud and Itunes accounts (with the password + verification code trick, affff!!! terrible solution, here we call this "gambiarra"), but the home sharing refuses to connect.

AAAAPPPLLLEEEE !!! Without the HomeSharing i can't use my iPhone to control my house from outside!!!!

It's is the case to change all my solution to Alexa?

Please, we need a solution!

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Answer 9

vazandrew

Level 8

40,834 points

Aug 29, 2019 10:11 AM in response to Diver_Down

When signing in an an older device you need to enter the password and code together, and there is a time limit. To avoid exceeding the limit you need to enter the password, then request the code, and add it to the password.

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Answer 10

Diver_Down Author

Level 1

33 points

Aug 29, 2019 11:45 AM in response to Urquhart1244

Thanks for your thoughts, this is a much better explanation as to why this needed to occur than I received from the Apple support team. With that said as I noted above this was one of the steps that was attempted and it did not resolve the issue.

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Answer 11

Aug 29, 2019 2:49 PM in response to Diver_Down

I’ve had the same issue today also been on phone for 90 mins

so frustrating... there telling it me due to there servers and there calling me back...

still waiting for call!!!!!

mine is also effecting my iCloud as well

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Answer 12

vazandrew

Level 8

40,834 points

Aug 29, 2019 2:53 PM in response to Tvhelp999

That would be incorrect, it is working fine on my system and this forum alone would be full of reports if that were the case.

If you have an older device then you need to make sure you are following the steps outlined above exactly, as that is the only way to sign in on those models.

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Answer 13

Aug 29, 2019 3:08 PM in response to Tvhelp999

Just to add as well my ATV is logged in tunes, but it comes up with error message when attempting to log in to home Sharing. Error message saying incorrect password..

it’s the same issue with Logging into iCloud on ATV ive done the above steps whilst logging in and get the same error message

Thanks in Advance

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Answer 14

Diver_Down Author

Level 1

33 points

Aug 29, 2019 3:21 PM in response to vazandrew

The problem with it being account related is that I can log out and log in to HomeShare from other devices, such as my Windows PCs, my iPads, etc. without an issue. I am able to log into iTunes on the Apple TV, this issue is specific to HomeShare on this Apple device. If it were an account issue, the I would not be able to log into HomeShare from any device. If it were a local network issue, then I should not be able to access iTunes with my account on the AppleTV.

I appreciate your feedback, you are validating the troubleshooting steps that I have taken prior to contacting Apple with this issue. If you have other suggestions or think I may have overlooked something, please continue to share.

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Answer 15

Diver_Down Author

Level 1

33 points

Aug 29, 2019 3:27 PM in response to Tvhelp999

I feel your frustration, they tried telling me that it was a server issue also. If you press Apple support to explain how their network is set up so that they have servers that only support or authenticate Apple TV devices for HomeShare they are unable to provide any plausible explanation. My 30+ years of IT and networking experience can tell you that they are feeding you an excuse to placate you. They have no idea what the issue is and have no resolution. If they haven't had you to reset you Apple TV (completely erase the information and load a clean copy of the iOS on the device resetting it o the original factory settings) they will. You may want to try that in the interim and see if that resolves your issue - it didn't resolve anything for me.

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Apple TV Won't Login to HomeShare

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