Apple TV A2169 (32GB) F70P4VH0KF tvOS 16.4 (20L497) Remote not working recently

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CJB14 Author

Level 1

10 points

Apple TV A2169 (32GB) F70P4VH0KF tvOS 16.4 (20L497) Remote not working recently

Apple TV A2169 (32GB)

F70P4VH0KF

tvOS 16.4 (20L497)

Mac OS Ventura 13.3 (as of April 3, 2023)

ISSUE: When playing back videos in a playlist contained in the “Computers” icon, the remote will not allow any movement up, down, left or right and once in a specific view showing the previous, current and next video, it locks up and the remote will only allow going all the way back to Apple TV App or Apple TV home screen. The only way to get out of the videos to play a different one full-screen is to turn off the Apple TV via Restart or unplug it and start over.

ACTIONS: Apple TV has been Reset to factory default, reset to factory default with the current OS and I even tried Beta. Remote has been reset & reinstalled for the Apple TV. I have tried an iPhone, an Apple Magic Keyboard and even tried a generic remote, programmed it per the New Remote instructions, and still get the same result.

I can play individual songs & videos that are not in a playlist. This issue happens when playing songs or video that are in a playlist. In the screenshot below, if I were to try to advance, go back, go up or go down, nothing happens. The video playback will continue (unless I hit pause) and go to the next video but will not show in full screen nor will it be in the middle of the screen.

The video in the middle of the screen will stop but the next video will stay to the right and can not be highlighted. If I just let the playlist run full-screen without trying to advance to the next one, or go back to the previous one, the videos will run through the playlist. Any attempt to move up, down, left or right will prevent any further actions.

I have deleted all my song and video playlists (I had a lot) and created one to demonstrate the issue. I thought maybe the way I had set-up or organized my Music app & files had an impact. I have 2 Apple TV’s (both are the same) and they both have the same issues and I went through the same troubleshooting with both. I am almost ready to buy a new one just to see if it works the way it should. I will accept any and all remarks about my taste in music as long as you can resolve this! :-)

iMac 27″, macOS 12.3

Posted on Apr 3, 2023 6:26 AM

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Answer 1

Top-ranking reply

Urquhart1244

Level 10

146,202 points

Apr 28, 2023 2:14 AM in response to CJB14

I could replicate this issue on my equipment. Please report this issue to Apple, so that they can schedule a fix in the tvOS bundled software for an upcoming release. It is not the remote, not a setting, a system restore wouldn’t help. I think the issue is likely the Computers app, in combination with media files of the type Music Video.

Feedback - Apple TV - Apple.

Also see this post, what I think is the same issue: discussions.apple.com/thread/254821925.

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Answer 2

CJB14 Author

Level 1

10 points

Apr 7, 2023 6:00 AM in response to CJB14

UPDATE: After a lengthy chat and subsequent phone call with a tech support manager, they are sending me to my local Apple store so they can perform a complete RESTORE, not RESET. Apple TV 4's can not be RESTORED by users (unlike previous versions) and this can only be done by an authorized Apple repair or service person. The manager on the phone was nice enough to call the store to be sure that my appointment was confirmed and that they will and are able to perform the RESTORE. This is the first time he has heard of or has a record of this issue.

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Answer 3

CJB14 Author

Level 1

10 points

Apr 30, 2023 1:20 PM in response to CJB14

Nope--no improvement. I did figure out something: if I burn playlists from the Music app to a DVD and then import those Music Videos into the TV app on my Mac, they are optioned as "Home Video" rather than "Music Video". I can still play them on the Apple TV through the "Computer" app, but in that set-up, the remote will not lock up. Like I wrote earlier, WTF.

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Answer 4

OL_1

Level 1

8 points

May 26, 2023 2:48 PM in response to CJB14

I think they’ve fixed it!

I noticed there was an appletv update available overnight and installed it.

you can now SKIP TRACKS with the new remote, and the remote works perfectly going in and out of tracks! Finally it’s working how I wanted it to all along! :D

(I also updated iTunes earlier in the week, unsure if this helped as a combination, but the issue was only resolved with the atv update)

… time to disable updates in the new appletv so this doesn’t happen again!

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Answer 5

Urquhart1244

Level 10

146,202 points

Apr 28, 2023 7:42 AM in response to CJB14

How were you able to replicate this issue?

I found a few music video files that I got from a promotion (€0.00 purchase) long ago (iTunes Festival 2013). It also happened for a non-iTunes video clip for which I changed the Media Kind tag to Music Video.

When home sharing those to Apple TV, some directional remote actions would lock up the navigation for everything in the Computers app, except the “TV/Control Center” button. Through the App Switcher, I could force-quit the Computers app (and then relaunch).

The solution--unfortunately--is to buy a new one since it seems to me that an automatic software update caused the problem.

It seems to me that this is a programming error than can be fixed, if the developers are willing to prioritize and look into it. That may require a significant amount of user reports.

New devices may now already be on later software versions, and thus include this flaw.

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Answer 6

bgmeek

Level 4

1,237 points

Apr 28, 2023 2:51 PM in response to CJB14

I've also experienced this, intermittently, within the poorly-named 'Computers' app while browsing through my DVD/Blu-ray library (ripped to .m4v files and available via Home Sharing from my MacBook). I haven't created any playlists.

If I recall, the issue went away after backing out to the home screen where the remote's touchpad became responsive again, then restarting the Computers app (double-click the 'TV Button', select the app, swipe up).

I'll mess with Playlists and see if this happens more often.

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Answer 7

CJB14 Author

Level 1

10 points

Apr 28, 2023 4:53 AM in response to Urquhart1244

How were you able to replicate this issue? I have been on the phone with Apple 3 times trying to explain this. The solution--unfortunately--is to buy a new one since it seems to me that an automatic software update caused the problem.

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Answer 8

CJB14 Author

Level 1

10 points

Apr 8, 2023 2:57 PM in response to CJB14

UPDATE: drove to the closest store an hour away and it was a TOTAL WASTE OF TIME! They could not restore either Apple TV and told me to call Apple Support back and arrange for me to ship the units in for repair. I AM NOT A HAPPY CUSTOMER.

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Answer 9

CJB14 Author

Level 1

10 points

Apr 30, 2023 12:37 PM in response to Urquhart1244

Now the brand-new Apple TV is behaving the same way. I did not change anything since the last time the remote worked properly. Doing a Reset to Factory (no updates) as we "speak". Hey Apple: WTF is going on with these settings?

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Answer 10

OL_1

Level 1

8 points

May 6, 2023 12:20 AM in response to CJB14

I have this exact issue. It also occurs on my previous gen appleTV. I’m assuming an update has caused this, as it’s only started happening in the last month.

We NEED a fix for this!! It’s infuriating.

Please help!

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Answer 11

CJB14 Author

Level 1

10 points

May 8, 2023 4:03 AM in response to OL_1

Now my brand new one does this--I set it up for no updates after I found it worked correctly & now it does not. I have not changed any setups or made any changes to home sharing. I may call in again referencing this link but unless Apple assigns help or tech support, nothing will happen. Still not a happy customer but Apple does not seem to care.

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Answer 12

OL_1

Level 1

8 points

May 12, 2023 9:51 PM in response to CJB14

How’s this?!?

I just connected a really old AppleTV (with iR remote), and it works PERFECTLY with ‘Music Videos’ and music video playlists! Also, (and this is the best bit), YOU CAN SKIP TRACKS (not just scrubbing to the end and wait). Something you HAVE NEVER BEEN ABLE TO DO with any new iOS AppleTV.

incredible.

Fix your s*** Apple!

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Answer 13

CJB14 Author

Level 1

10 points

May 13, 2023 4:49 AM in response to OL_1

I tried that before--since I have 2 "old" ones--and I could not get any of them to work as they did before. I will try it again and report back but don't hold your oxygen. The last thing I want to do is call tech support to relay all of this but may I can refer them to this thread but we'll see. If the new one had an OS update--that I did not ask for--that caused the bad behavior, then if I reset back to the factory without updates then it should work but it does not.

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Answer 14

OL_1

Level 1

8 points

May 26, 2023 3:07 PM in response to OL_1

Arrrgh!

Everything works beautifully EXCEPT! If you go out of the ‘Computers’ app, you can’t get back in (the old ‘Could not connect to xxx library issue), you have to quit iTunes and relaunch it, then go back into the computers app to access your library.

We’re so close! :(

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Answer 15

CJB14 Author

Level 1

10 points

Jun 4, 2023 5:31 AM in response to OL_1

I agree that the updates should be disabled but sometimes the new OS is OK; hard to decide without doing a deep dive into the details. My new one seems to be following your reply but not 100% sure yet--more messing around on my part later today. Thanks for your updates!

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Apple TV A2169 (32GB) F70P4VH0KF tvOS 16.4 (20L497) Remote not working recently

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