remote appleTV 4K 2022 loses contact

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16 points

remote appleTV 4K 2022 loses contact

The remote of my Apple TV 4K 3rd generation 128GB (Wi‑Fi + Ethernet) continuously loses contact with the box. When attempting to charge the remote it failed to charge. I took the unit with remote to my supplier. After testing the remote was replaced under warranty.

For a few hours, after firing up the unit and coupling the new remote, I had the idea the connection issue was resolve, alas the issue popped up again. Scrolling through the apps on the home screen, through the YouTube and Netflix lists becomes truly cumbersome.

After replacing the unit with my appleTV 4K 2nd generation 64GB delivered smooth manoeuvring through the home screen and app lists.

My supplier offered to check the unit. That would mean another week without TV, so I decided to buy a new Apple TV 4K 3rd generation 128GB (Wi‑Fi + Ethernet), with the intention to move it to another room once the first one would come back from my supplier.

Guess what, after a few days the new one has the same issue. Scrolling through the apps on the home screen, through the YouTube and Netflix lists in fits and starts. And when streaming content, a warning pops up "Remote disconnected" immediately followed by "Remote connected".

After replacing the unit with my appleTV 4K 2nd generation 64GB again, I could smoothly manoeuvre through the home screen and app lists.

All units have the latest software TVOS 16.2, the battery of remotes is fully charged. All units are connected to the same ethernet, power and HDMI cables and located at the same position.

Is this a flaw in the design of the Apple TV 4K 3rd generation 128GB?

Apple TV 4K, tvOS 16

Posted on Jan 5, 2023 12:53 AM

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Answer 1

Eric_G1

Community Specialist

Jan 7, 2023 11:58 AM in response to Puupie

Hello Puupie,

It may help to try disconnecting the Apple TV from power, reconnect it to power, and then test again.

We note you mentioned the remote seems fully charged, though it may help to try leaving it to charge overnight.

If the Apple TV is enclosed in a cabinet or behind the TV then try removing it from the cabinet or positioning it in front of the TV, as applicable.

If the Apple TV is near a router, try moving it a bit further way, ensuring it's at least 5 feet from the router.

If nothing above has helped you may try reaching out to Apple Support here for further guidance and investigation into the issue: Apple Support

Cheers.

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Answer 2

Puupie Author

Level 1

16 points

Jan 14, 2023 5:14 AM in response to Eric_G1

Dear Eric,

Thanks for your detailed response.

I followed all your instructions. I noticed once rebooted, the behaviour is similar to after switching on from standby: after a while, when scrolling up-down left-right, in every app, it seems as if the unit is overloaded with instructions. The cursor goes haywire, rushing to the end of the row or collum.

I'm now operating both Apple TV 4K 3rd generation 128GB units, both connected to my network by ethernet, each in a different room, physically at least 10 yards away from each other. Both have the same behaviour.

Apple Support responds: "Bring in for repair." They must be kidding ...

Kind regards.

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remote appleTV 4K 2022 loses contact

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