Apple TV

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Level 1

13 points

Apple TV

Hello Everyone,

Just recently, I opened my apple TV app that comes installed on apple TV device only to find out that none of my purchases (TV Shows and Movies) are showing.

When opening the tv app within iOSTV 16.6, I get a round network wheel that rotates clockwise then

A: The tv box will shut off, B: I get a message that I have not purchased anything or C: It only shows my family members.

I have troubleshot this issue with several apple support representatives with no success at resolving the issue. The theory was mentioned that this device was defective, and I need to send it into apple repair for them to reload the OS on it. Today (8/25/23), I went out and bought a new apple tv device and got it setup and signed into and its TV app is having the same problem.

Again, I have done extensive troubleshooting with no resolution in sight. I am posting this out to the community to see if anyone with good troubleshoot within apple tier 3 support can help.

Thank You,

Apple TV 4K (3rd generation)

Posted on Aug 25, 2023 9:08 PM

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Answer 1

Top-ranking reply

WingsFan5 Author

Level 1

13 points

Aug 27, 2023 6:07 PM in response to Vancouver22

Hey Vancouver22,

I was able to resolve this issue late Saturday night, but I posted my solution to another post, but I will post it here for you another others.

"Hello,

Just two days ago today 8/26/2023, I have an apple tv box and when I go into apple tv app, it displayed 1: my family members accounts (missing my movies and tv shows) or 2: It would just get stuck in the spinning loading wheel. and 3: Got a message "You have not purchased any TV Shows or Movies from the store".

I have contact apple support ten times and one person said that I needed to send my apple tv box in so that apple support can load a new OS onto it. Today, I bought a new apple tv and ran into the same issue.

After doing more extensive troubleshooting on my own, I found a solution that has worked on both TV boxes. Some people mentioned online that it's because they have a lot of TV shows and Movies which causes this problem. I am here to report that that's not the case because I have 900+ movies and 20+ TV shows with multiple seasons.

On apple TV box iOS TV 16.6+

Settings>Apps>TV: 1: Clear Search History, 2: Clear Play History.

Then Next,

Settings>Users and Accounts: Select your apple ID, mine was listed as default user>remove user from apple TV

For me, I went into the iTunes>Accounts>View My Account: Look for "Account Access" and select the "Manage". From there, I saw Apple TV+ and select "Sign Out"

After all that, I went back into Setting>Users and Accounts>select default user and signed in.

Then, I closed the apple tv app about once or twice, then all my TV Shows and Movies showed up again for me. This has worked on both apple tv boxes."

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Answer 2

Vancouver22

Level 8

38,116 points

Aug 26, 2023 1:10 AM in response to WingsFan5

Assuming you’re signed in with the Apple ID that made these purchases? If so try signing out in Users & Accounts - default User, restart (in Settings >System > Restart) then sign back in.

Do you see your purchases in the Movies App? Or the TV Shows/iTunes App.* TV Shows you’ve purchased will show in the TV Shows Tab, not in Purchases on the Apple TV App. TV Shows will show in Genres

Is this just isolated to the Apple TV App?

Make sure you haven’t hidden these purchases: Hide and unhide music, movies, TV shows, audiobooks, and books - Apple Support If you hid them they won’t show up on any device. Can you see them on other devices?

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Answer 3

Vancouver22

Level 8

38,116 points

Aug 27, 2023 8:56 PM in response to WingsFan5

Thanks for the update. Glad you got it working :)

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