Mountain Lion AirPlay Mirroring (iMac to AppleTV) Not Working

Hi;

I have the same problem with my MacMini, but I'm sure that is possible to do AirplayMirroring with my MacMini bc I can do it with AirParrot...but I've decided to buy MLion not ot have to use third party software, and mirroring my mac in the same way I do with my IPad2.

It's unbelievable!!!!...and really upsetting!!!

Have a look at this : http://support.apple.com/kb/TS4215

sorry for intruding if I am Italian and forgive my language. I would like to know how to do to write to apple 'cause I feel a misconduct on their part have made an operating system that excludes air mirrored by a computer that has not yet two years and bought by me in September 2010 a mac book pro paid to his time around 1750 euros. I think I will not buy 'most definitely' no apple house. I have all the equipment park and am regretting having bought. should be ashamed of that. and if there will be 'in Italy as I think I will do a common cause' of them. excuse the outburst, but I am outraged.

walter morelli

The main problem is that your MacBook Air of 2010 do not integrate Intel shipset that is used by Apple to compress video before sending it to a Apple TV. If you don't use this shipset the information are too big to transport over network and without this shipset your CPU can do the job but then your CPU would go to fire.

Only one solution if you want to Mirror your Macbook Air to Airport trought Airplay : AirParrot

You can test the program, their is a free evaluation version. You will see that the mirroring is not perfect and this is certainly why Apple do not integrate this feature for computer without this shipset ... I think.

I'm a AirParrot user since 2011.

I do not understand why AirParrot, a 3rd party solution, can be used perfectly in MacBook mid 2010 and AirPlay from Apple can't.

Now I have MacBook Air Mid 2012 and Mountain Lion, all AirPlay can do is mirroring on my Apple TV.

With AirParrot I am able to: Mirror, Extend (I like to use my LCD TV as second monitor), and extend with sound (much more functionalities and much more compatibility).

I suggest to Apple to buy AirParrot.

I use AirParrot for a while and the result was not perfect.

If you are so happy with AirParrot why do you want to use Airport mirroring?

I'm really happy with AirParrot for my own purpose.

But I really expected more from AirPort, mainly when we are talking about a native functionality of new OS.

If that functionality is almost the same as AirParrot, I prefer to use native one instead 3rd party software. Since the OS do not has native extended desktop with AirPort, I will still using AirParrot.

If all of you (any user) want's the functionality of mirroring, you do not need AirParrot. But, if you need extended desktop in your AppleTV, AirParrot at this moment is the solution (or AirDisplay).

Before using AirParrot I was an AirDisplay user (compatible with ML too, but with no sound in display mirroring).

Dude...please...this is not a war. As a user (developer) I have my point of view about end-user-experience with some functionalities, especially when you already have experience with a 3rd party software. When a new version of the OS, suposed to be the most advanced one, talk about this funcionalities the expectation is higher.

I have just received a refund for my upgrade from Apple. It took some serious persistence and a complaint to the ASA (Advertising Standards Authority) in the UK.

There will be a limited notice on the 22 August regarding a resolution on the ASA website but see their response to me below regarding the issue.

My main issue with this whole thing is how it was communicated. The whatsnew section does not give any hint that Airplay requires latest technology it is only specified in the Technical Requirements. I consider myself to be moderately technically litterate but this is the first time that I have heard of App specific requirements.

Anyway, this was the email address that I was writing to at the Mac Store and I was dealing with a Steve if you need assistance processing your refund.

macappstore_english_us_support@apple.com

It does not seem technically posible to actually return the upgrade and the refund was made as a gesture of goodwill - or just to stop me emailing them!

APPLE (UK) LTD

Thank you for contacting the Advertising Standards Authority. I’m sorry to hear that this matter has caused you concern.

We think you’ve made a valid point and, with a view to acting quickly, we asked the advertisers to make changes. I’m please to advise that the advertisers have agreed to the following changes, without the need for a formal investigation:

1. 1. The Airplay footnote has been added to the main features page (http://www.apple.com/uk/osx/whats-new/).
2. 2. They will also add the same Airplay footnote to the two click through pages (www.apple.com/uk/appletv and www.apple.com/uk/airplay) by August 15th.

We will therefore now close our files on this basis. Basic information including the company name, the industry sector and the medium in which the ad appeared will appear on our website www.asa.org.uk, on 22^nd August in a list with other advertisers that have co-operated in resolving complaints.

I do hope that this outcome is satisfactory to you, and finally I’d like to thank you for taking the time and trouble to write to us and bring this matter to our attention.

I bought Mountain Lion with the intention of using the Airplay screen sharing function. Mid 2009 MBP doesnt work! The problem I have, is the older Macs was not detailed anywhere leading up to the launch of ML regarding Airplay screen sharing compatibility. Bad Apple.

Hi CK1010101,

I hate to take the wind out of your sails here, but that footnote has been there since day one. Really.

Cheers,

-colin.

Colin,

Actually, it wasn't - that was only added today on the "whatsnew" tab - they may have existed on other pages but not that one.

Not sure if this screenshot will come out but this is what apple.com/osx/whats-new used to look like (until today 16/08/12) - click on the image and it enlarges.

If you go to whatsnew page today - the Airplay message comes up under point 5. (before it was a point about Game Centre)

This was the basis for my complain to the ASA (and my eventual refund from Apple).

I can't really prove that I have not photo shopped this - but ASA will be announcing this on the 22 August - there may not be much detail on their web page but go to the link below on 22 August and I am convident you will see Apples name in there (which may put the wind back in my sails...):

http://www.asa.org.uk/ASA-action/Adjudications.aspx#2

Hi CK1010101,

I will concede on this - you are absolutely correct.

There are other references to AirPlay mirroring on other parts of the Apple website. The fact that it is not included in your prior screenshot (which I of course I accept as not being an altered image) is a prima facie case for you to request a refund.

I do, however, notice that it's there for the US website, and the UK website, but it might not have propogated across to Australia yet, as it still mirrors your screenshot.

Cheers,

-colin.

sorry for intruding if I am Italian and forgive my language. I would like to know how to do to write to apple 'cause I feel a misconduct on their part have made an operating system that excludes air mirrored by a computer that has not yet two years and bought by me in September 2010 a mac book pro paid to his time around 1750 euros. I think I will not buy 'most definitely' no apple house. I have all the equipment park and am regretting having bought. should be ashamed of that. and if there will be 'in Italy as I think I will do a common cause' of them. excuse the outburst, but I am outraged.

walter morelli ps why air parrott seem to work?

what 's that makes it work and that apple is not' able to do?

let's stop kidding please!!!!!!!!!!!!!!!!

why air parrott seem to work?

what 's that makes it work and that apple is not' able to do?

let's stop kidding please!!!!!!!!!!!!!!!!

Walter1964

Writing and requesting a refund is not easy.

For my refund I started by logging a request on Apples iTunes support page

https://expresslane.apple.com/Issues.action

This started a long email exchange which resulted in a refund recently. The exchange is below which may, or may not help you. As I said in a previous post – I am not sure if the goodwill refund was a result of a change in policy by Apple or just due to my persistence.

My initial web entry was this:

Other Mac App Store Topics Sub Issue : Refund of app purchase GCRM

Details:

I installed OSX Mountain Lion for Airplay and only found out afterwards that it is not compatible with my Mac Book Pro. The website advertising the product does not indicate a restriction.

www.apple.com/osx/whats-new implies that it is compatible for all Mac (at the bottom of the page a MacBook Pro is defined as a Mac). After almost an hour on the phone with customer support ref XXXXXXXX the technician found a reference to Mac definitions in a separate page under tech specs.

As this was not prominently displayed or referenced - I feel this is false advertising. I only upgraded for AirPlay and would like to return the software and get a refund.

Note, Apple have recently changed their whatsnew page to display the limitation of Airplay. Fist Reply from macappstore_english_us_support@apple.com so you may like to try this email directly.

Hello Chris,

Chelsea here from iTunes Store support! I understand that you are having issue with "Airplay". I can certainly see how frustrating it can be to pay for something that you are unable to download.

I would like to help you with this, but I could not locate the purchase based on the information you provided. Please respond and include your purchase's order number in your reply.

You can find your order numbers on your email receipts and in your Purchase History. If you need to review your Purchase History, follow the steps in this article:

http://support.apple.com/kb/HT2727

Chris, I look forward to your reply with the information needed to locate the order so I can determine if you can get a refund. Please don't hesitate to write back in should you require further assistance with this issue.

Thank you for contacting iTunes Store Customer Support. I hope that you continue to enjoy the iTunes Store. Have a stellar day.

Sincerely,

Chelsea

My first response

Chelsea,

I think you have misunderstood.

The problem not with an app called "Airplay" it is with the download of "OS X Mountain lion" and the Airplay feature. The download of OS X Mountain lion worked fine it is just not delivering what it promised.

Airplay is a major component of the new operating system OS X Mountain Lion and it does not work on my Mac - see below your url link "www.apple.com/osx/whats-new" which advertises this feature but does not deliver to all Macs (no mention of that in the "what-new").

I would therefore like a refund of the purchase of "OS X Lion" and instruction on how to "uninstall" and "return" it as it does not work as advertised and there are no other features that I would like.

I am surprised that you are not aware of this issue with Mountain Lions as there are a number of irate users on your forums complaining about it.

https://discussions.apple.com/thread/4142520?answerId=19041853022#19041853022

Unlike people just complaining on forums - I actually would like a refund as the advertising behind this feature falsely made me upgrade.

Thanks

Chris

2nd reply

Hello Chris,

Chelsea here again from the iTunes Store support!

I sorry there is nothing else I can do, the system requirements are listed on the Mac App Store. I also cannot refund the software "OS X Mountain Lion"

Apple recognizes that no one is better qualified to provide feedback about our products and services than the people who use them. I urge you to submit any feedback you have about Airplay at Apple's Feedback page:

http://www.apple.com/feedback

Your efforts to share your feedback are very much appreciated.

Chris, I do sorry that I could not provided the service that you expected from Apple, but please fill out the feedback about the Airplay on the new system.

Thank you for contacting iTunes Store Customer Support. I hope that you continue to enjoy the iTunes Store. Have a lovely day.

Sincerely,

Chelsea

My response:

Chelsea,

Thanks looking into that. I will also raise it with the advertising standards authority and citizens advice consumer service.

Chris

Advertising standards response

APPLE (UK) LTD

Thank you for contacting the Advertising Standards Authority. I’m sorry to hear that this matter has caused you concern.

We think you’ve made a valid point and, with a view to acting quickly, we asked the advertisers to make changes. I’m please to advise that the advertisers have agreed to the following changes, without the need for a formal investigation:

1. 1. The Airplay footnote has been added to the main features page (http://www.apple.com/uk/osx/whats-new/).
2. 2. They will also add the same Airplay footnote to the two click through pages (www.apple.com/uk/appletv and www.apple.com/uk/airplay) by August 15th.

We will therefore now close our files on this basis. Basic information including the company name, the industry sector and the medium in which the ad appeared will appear on our website www.asa.org.uk, on 22^nd August in a list with other advertisers that have co-operated in resolving complaints.

I do hope that this outcome is satisfactory to you, and finally I’d like to thank you for taking the time and trouble to write to us and bring this matter to our attention.

Armed with this I felt Apple would be sure to give me a refund...

Chelsea,

I hope that you are doing well.

I see that the ASA has upheld my complaint and now Apple will be making the advert clearer. Are Apple looking at compensating customers over this issue too?

The Citizens Advice Bureau have said that I will need to put a formal request to yourselves in writing for a refund and redress. It is not something that I want to do for £14 but feel that I should as this is a matter of principal.

If Apple are not going to refund this and tell me how to return the App could you please send me the address in the UK for a formal procedures.

Thanks,

Chris

Steve took up my complaint...

Dear Chris,

Thank you for contacting the iTunes Store Support team. My name is Steve. Chelsea is currently away from the office, however, I will be happy to review your email in her stead.

I understand you are looking for an address in order to forward written communication in regards to feedback to Apple's refund policies. I can certainly appreciate your concerns, and I will do my best to provide you with the most useful information and steps to take in such a situation.

Apple takes your feedback seriously. I assure you that your feedback about a request for refund has been logged.

Customer communications are frequently reviewed to help us improve our business, but if you would still like to send a written communication, here is Apple's postal address:

Apple, Inc.

Attn: Customer Care

1 Infinite Loop

Cupertino, CA 95014

If you have any questions or concerns regarding the iTunes Store, please do not hesitate to contact me. I will be happy to help with whatever I can.

Sincerely,

Steve

My response to Steve.

Steve, I am a UK customer and was looking for a UK address.

What response is Apple taking to the Advertising Complaints Commissions finding?

Regards,

Chris

Looked like a fob off to me.

Dear Chris,

Steve here from the iTunes Store. I'm sorry, but I can't comment on Advertising Complaints Commissions on behalf of Apple.

Apple makes our company news available to the public through several channels. Here are some great ways you can stay up to date:

Hot News: http://www.apple.com/hotnews

Press Info: http://www.apple.com/pr

Apple and the Environment: http://www.apple.com/environment Investor Relations: http://www.apple.com/investor Email Subscriptions: http://www.apple.com/enews/subscribe

If you would still like to send a written communication, here is Apple's postal address:

Apple, Inc.

Attn: Customer Care

1 Infinite Loop

Cupertino, CA 95014

For information about Apple support options, please visit:

http://www.apple.com/uk/contact/

Thank you for your understanding in this matter.

Sincerely,

Steve

More direct question.

Is there no UK address for the App store?

Chris

Hello Chris,

Steve here again. I am sorry, but there is not an available address in the U.K. for written correspondence.

If you would still like to send a written communication, this is Apple's postal address:

Apple, Inc.

Attn: Customer Care

1 Infinite Loop

Cupertino, CA 95014

For additional information about Apple support options, please visit:

http://www.apple.com/uk/contact/

If you have questions or concerns regarding the iTunes Store, or your iTunes Store account, please do not hesitate to contact me. I will be happy to help with whatever I can.

Sincerely,

Steve

I then tried to get Apple to confirm the facts of the case for my letter.

For clarity in my letter.

I was misled into purchasing an app "os x mountain lion" due to false advertising

I requested a refund due to a misleading advert

Apple would not acknowledge the false advertising or refund the app.

The advertising authority in the UK has found the advert webpage misleading

Apple have agree to fix the misleading advert.

Apple won't allow me to return the app for refund even though I was misled with acknowledged false advertising .

Is there anything in there that I am missing (If you can't comment please pass onto someone who will) as I will be cc'ing the press in with my letter to apple.

Thanks

Chris

I sensed Steve was getting tired...

Dear Chris,

Steve here again from the iTunes Store. I am sorry, but I cannot make comments about Advertising Complaints Commissions on behalf of Apple. Please feel free to send any written correspondence you have to the postal address provided.

I apologize for any inconvenience you have experienced, but any additional emails from you regarding Advertising Complaints Commissions will not receive a response from iTunes Store Customer Support.

Sincerely,

Steve

This one was one more direct question that did not get a response...

I am not writing about the complaint commission, just asking if the facts that I have laid out are correct or if I am missing something. Are you the right people to be emailing? Is there a better email address to use?

Chris

So was followed up the next day with...

Steve,

I have not received your normal quick response - so not sure if you are busy trying to find someone who can answer this question or if you feel this deals with the advertising point which you said you would ignore.

If you are ignoring this mail - let me rephrase.

Why do you feel that you do not have to refund this purchase of this app and allow me to restore back to OS X Mountain Lion?

As discussed in the original thread - I would like to return this product as I purchased it on the basis of the Airplay feature and as the airplay feature is not available to me - I have no need for the upgrade and would like to return it.

Regards,

Chris

Finally, the refund...

Dear Chris,

After reviewing the circumstances of your case, we determined that issuing you a refund for your purchase of "OS X Mountain Lion" is an appropriate exception to the App Store Terms and Conditions, which state that all sales are final. In five to seven business days, a credit of £13.99 should be posted to the credit card that appears on the receipt for that purchase.

Please let me know if you have any questions or concerns regarding the iTunes Store. I'll be more than happy to assist you with whatever I can.

Sincerely,

Steve

I thought that I had received a refund I should at least return the App...

Steve,

Thanks for that - how do I go about returning the app?

Chris

Dear Chris,

I am glad to hear I was able to assist in issuing a refund for OS X Mountain Lion. As an Advisor for the iTunes Store, I specialize in iTunes Store account-and iTunes billing-related issues.

Your best choice for assistance in removing OS X Mountain Lion is to reach out to an AppleCare Technical Support Advisor. A technical Advisor will be able to tell you about Apple's complimentary and fee-based support options as well as assist you in determining what option might be most helpful in this case. To find the appropriate phone number, please visit:

Contacting Apple for support and service

http://support.apple.com/kb/HE57

United Kingdom - (44) 0844 209 0611

If I can provide additional help in finding the right Apple resource for you, or if you need assistance with your iTunes Store account, please reply to this message. I will be happy to help with whatever I can.

Sincerely,

Steve

That proved less easy and I was not about to start calling a call centre so I turned this into a gesture of goodwill.

Steve,

To be perfectly frank, I have the result I wanted in the refund and am not prepared to call expensive support numbers, being kept on hold for an hour to get it off.

If you would like your App returned please ask your technicians to get hold of me to tell my how to do it (they can contact me on this email address) - otherwise I will be treating this refund as a gesture of goodwill and keeping the app on my Mac.

Hopefully, the last email on this matter, thank you for your patience and assistance with this matter.

Chris

P.S. I am not sure if you received my attachment from the ASA but I have copied the text below for your information. On the 22nd of August there will be an announcement in the UK that your website was misleading and I would suggest you have an appropriate response for customers who (like me) would like a refund on the basis of the misleading website.

Steve did not seem to want to get a technician to contact me so said I should provide feedback to Apple – which is what brings my post here...

Dear Chris,

I wanted you to know that Apple recognizes that no one is better qualified to provide feedback about iTunes than the people who use it. To make sure your request is considered, I've gone ahead and put through a request to the iTunes feedback page for you.

To increase your chances, I encourage you to use the iTunes Feedback page to submit any comments yourself for future instances:

http://www.apple.com/feedback/itunesapp.html

Please let me know if you have any other questions or concerns. I'll be more than happy to assist you with whatever I can.

Sincerely,

Steve