Apple Store claims its not possible to restore Apple TV software

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Level 1

4 points

Apple Store claims its not possible to restore Apple TV software

I have two Apple TV 4K's. One is 1st Gen and the other is 2nd or 3rd Gen. Both are experiencing the same issue with the continuous white blinking light and multiple threads on here have indicated that this could be an issue with the software/firmware or an issue with an update/restart. The resolution in all of them for the 4K TV's is that it cannot be done by the user and it must be taken into Apple to reinstall the software.

I went to the Apple Store today and they claimed that they couldn't do anything. That they have no way to connect to the Apple TV 4K and couldn't reinstall anything. They claimed my only option is replacing the devices (for $109 each) which are both out of warranty.

Based on what I have seen from other threads, it sounds like people have been able to take their 4K TVs in with the same issue and Apple reinstalled the software. Am I missing something, or is a replacement my only option?

Thanks

Apple TV 4K (2nd generation)

Posted on Aug 5, 2024 7:26 PM

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Answer 1

Urquhart1244

Level 10

150,312 points

Aug 6, 2024 1:56 AM in response to amcc24

The support article says to contact (call) Apple in these situations. Tell central Apple Support about the blinking status light of your 4K model.

Restore your Apple TV (externally) - Apple Support

If you have an Apple TV 4K

If you see a warning symbol while trying to update the software on your Apple TV, or see a black screen on your TV and flashing indicator light on the front of your Apple TV, contact Apple Support.

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Answer 2

hcsitas

Level 6

13,970 points

Aug 5, 2024 8:57 PM in response to amcc24

Which “threads”? Discussion threads here aren’t monitored for accuracy, especially hear-say stuff and can’t be taken for fact.

To get an official response from Apple, schedule Apple in-store repair and choose a location other than the one you visited. That said, it probably costs less to replace than have Apple bill for out-of-warranty repair.

IMO, replacement is the only practical option. But get Apple’s in-store diagnosis first (it’s free). Good luck!

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Answer 3

hcsitas

Level 6

13,970 points

Aug 6, 2024 3:38 AM in response to Urquhart1244

One can’t just show up for repair at a store, no matter what the model. So my point is that the support article is flawed.

Not sure if you’ve experienced calling in to Apple support, but it’s IMO the best way of ruining one’s day. Replacing is the best option.

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Answer 4

hcsitas

Level 6

13,970 points

Aug 6, 2024 2:47 AM in response to Urquhart1244

It also says this:

which OP hasn’t had much success with.

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Answer 5

Urquhart1244

Level 10

150,312 points

Aug 6, 2024 3:28 AM in response to hcsitas

I interpret that paragraph as applying to the non-4K models, when the user already tried using USB connections, or doesn’t have the means to use USB connections to a computer.

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