apple TV 4K grey screen

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apple TV 4K grey screen

About once every two or three hours of viewing, my TV (Sony Bravia 4k) screen goes to grey, and does not otherwise function unless I restart my Apple TV 4K 128GB. I think this did not happen with my older and smaller model of Apple TV 4K 64GB. The firmware on both the TV and the Apple device are up to date. I was told by my local expert TV and Sound System installer that this is a know issue with the Apple TV 4K, with no know fixes. Does anyone here have any different solutions? TIA

Posted on Aug 22, 2023 5:01 PM

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Answer 1

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E V Author

Level 1

8 points

Aug 31, 2023 7:29 PM in response to Gena_D

Hi Gena...

I took my Apple TV 4K to the Apple store and the tech at the genius bar checked the device, and three cable I brought in also. All were and are in working order. I came home, and plugged the Apple TV directly into my Sony TV. Viola! It works if I bypass the elaborate and expensive sound system I have in my AV room. The Apple TV still does not work if plugged into my NAD sound system. I'm waiting for an answer from my local HiFi dealer, after they hear back from NAD. The issue is not solved, but I can watch the Vuelta Espana stages on a daily basis (whew), along with other TV shows.

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Answer 2

SnickZ.

Community Specialist

Aug 23, 2023 12:13 PM in response to E V

Hey E V,

Have you noticed anything specific when this happens, like the same app or content?

Do you happen to have another HDMI cable you can test this with?

If your Sony Bravia has several HDMI ports, does it work as expected using another one?

If you have any other devices connected to your Apple TV or Sony, does the issue stop if you remove them?

If the answer is no to all of the above, see if resetting your Apple TV helps: Reset or restore your Apple TV to its factory settings - Apple Support

If it doesn’t, please reach out to Apple Support to look into this issue further with you: Get Support

Take care.

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Answer 3

E V Author

Level 1

8 points

Aug 24, 2023 2:52 PM in response to SnickZ.

Hey SnickZ,

Thanks for the response. So, I printed out the suggestions, and took a closer look at my system. I found the AppleTV is HDMI'd to the receiver. As a first step, I simply reversed the HDMI cable to see if that makes any difference. Next steps will be changing inputs on the TV and the receiver, one at a time... Then either the new cable route, or resetting the Apple TV, before I put money into new cables. Because of the time between the grey out events, this will be a bit of a journey. I'll report back on this thread when the issue seems to be solved, or seems to be better or worse.

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Answer 4

Gena_D

Community Specialist

Aug 24, 2023 2:57 PM in response to E V

Hello E V,

Sounds like a plan! We hope that this helps to resolve the issues, but if not, we're definitely happy to assist again.

Take care.

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apple TV 4K grey screen

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