Looks like no one’s replied in a while. To start the conversation again, simply ask a new question.

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

Reply
Question marked as Best reply

Posted on Aug 29, 2019 10:34 AM

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

Similar questions

141 replies

Aug 29, 2019 3:43 PM in response to Diver_Down

I meant it would require further investigation into your account in regards to an issue with authentication when using your Apple TV, since you are using an older model (while the others would be using current software).


For most users who reported the issue it was because they weren't entering things correctly, and once they did everything worked as intended.


You would need to get Apple support to investigate further in this case.

Aug 30, 2019 7:46 AM in response to Tvhelp999

I've got exactly the same issue on my 3rd Gen Apple TV box. Tried everything but just can't get past "Unable to Sign In" message. iTunes logged in ok, Home Share just doesn't want to know :-(


I also can't see the Apple TV box in my device list on my iPhone and makes me think it's not registered correctly. I don't understand why it's not listed when I've logged into iTunes on it.


Something's not right.....

Aug 30, 2019 10:43 AM in response to Tvhelp999

I've just done a complete restore on my 3rd Gen Apple TV box - A1427. I'm running 7.3.1 (8068) which I assume is the latest OS as it's telling me it is and I can't update any further.

I've signed into iTunes ok and it shows I'm signed in

I can run the TV apps listed on the home screen and it's all very quick and easy

It won't let me access iCloud - I get "Unable to Sign In".....

It won't let me access Home Sharing - I get "Unable to Sign In"....

It does not show up on my AppleID device list....

I'm stumped!

Aug 30, 2019 12:34 PM in response to Diver_Down

Good to know. I hope Apple apply a fix it soon. Was worried my Apple TV box was heading for the obsolete device drawer.

Must admit I thought it was something I'd done, perhaps not set permissions up correctly or perhaps something router related. I've checked, rechecked, reset, restored, read up, etc, etc, etc and can't find anything wrong my side.

Thanks for the update chaps. Now we wait I guess....

Aug 31, 2019 1:37 AM in response to Meladeo

slight update, I was also advised on a workaround to allow me to access my iTunes library until they fix the problem.

all you need to do is to create a new Apple ID WITHOUT two factor authentication. In iTunes go to home sharing & sign out of your existing ID. Sign into home sharing with the newly created ID (just in the home sharing section, nowhere else) then finally turn on home sharing on the Apple TV and use the newly created Apple ID and it will allow you to stream your library as before.

hope this helps somebody

Aug 31, 2019 3:21 AM in response to efwolf359

Sad to think that Apple would be recommending solutions that place features and function over security. The safer alternative as a short-term solution until Apple provides a true solution would be to use AirPlay from another device. Stream you Home Share content from a supported device and use Air Play to send it to your Apple TV. Not an ultimate solution, but it does maintain the security integrity of your environment.

Sep 12, 2019 4:30 PM in response to dvleemin

I feel your pain. I called a couple of nights ago hoping for some progress and was told "Engineering is investigating it." I asked how long it took to investigate, since it's been over two weeks. I was old that it will take as long as it takes and was old in essence to stop calling and they would call me when there are updates. The attitude was very much one of we really don't care and we will work on it when we feel like, so stop bothering us.


I've been in the tech sector for over 30 years, there is no reason why this issue should take more than 2-3 days to resolve. If Apple really wanted to resolve this issue they could downgrade the older devices to a previous version of the iOS. Apple is the only company I know of that does NOT perform a restore point (a backup) of the system before they upgrade, that is why it is difficult, if not impossible for them to go back to a working version. Their own arrogance and sloppy process puts them in this position and then the customer is treated like we should be gracious and thankful they even took our call.

Sep 16, 2019 5:49 PM in response to jladams97-apple

I recently had an issue where apps on my iPhone and iPad would not update, so I assumed there was an issue with Apple servers. They are now updating, so I held my breath and tried the ATV that would not connect to Home-Share......


Disappointment yet again. (Sad trombone sound) So I still have one ATV that does everything it should and one that lets me into iCloud and the store, but refuses to let me into Home-Share.


Apple - please tell me why I should hand you my hard-earned for a new ATV that might just do the same?


My 10-year old Western Digital streaming unit might be dusted off shortly.

Apple TV Won't Login to HomeShare

Welcome to Apple Support Community
A forum where Apple customers help each other with their products. Get started with your Apple ID.