Trouble accessing channels after firmware upgrade

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Trouble accessing channels after firmware upgrade

Hello,

I just (1/2/14) upgraded firmware on my Apple TV 3. I wasn't monitoring the upgrade continually, but I saw no problems. I saw that Step 1 was in progress, followed by Step 2, then the unit was displaying the menu screen.

After the upgrade, I cannot access channels. I can scroll to a channel, but when I hit the play button, I hear a clicking sound (from the TV, not the remote) and nothing happens. When I hold the play button for a period of time, I get a blank screen. Nothing appears on the screen no matter how long I wait. Pressing Menu returns to the menu screen.

I try to go to Settings to confirm my firmware revision, but the same thing happens. Pressing Play just gives a clicking noise. Holding Play gives a blank screen.

I am unable to access Settings.

Other information that may or may not be useful for this issue:

Network connectivity is Wired. I can see a selection of movies and TV shows on the top of the screen, so I assume that network connectivity is OK.

(I am basing this on the assumption that currently available titles are received via the network.)

When I try to connect via an iPad, I do not see the options for connecting that I am used to seeing.

I wish I could provide more information, but the inability to enter Settings limits what I have available.

Any help on this is appreciated. Thanks!

Apple TV, Apple TV 3 (Model Number MD 199LL/A

Posted on Jan 3, 2014 7:04 AM

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Answer 1

Jan 3, 2014 7:13 AM in response to JohnBrunner

Welcome to the Apple Community John.

Try the following steps, check whether things are working after each step where appropriate, before trying the next.

Restart the Apple TV (Settings > General > Restart).
Restart the Apple TV by removing ALL the cables for 30 seconds.
Restart your router. (Also try removing it’s power cord for at least 30 seconds)
Reset the Apple TV (Settings > General > Reset > Reset all settings)
Restore the Apple TV (Settings > General > Reset > Restore)

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Answer 2

JohnBrunner Author

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Jan 3, 2014 8:26 AM in response to Winston Churchill

Thanks Winston.

The problem with 1,4 and 5 is that I cannot enter Settings.

When I try to select Settings, it acts just like the channels do. Hitting Play gives me a clicking tone. Holding play goes to a blank screen. I cannot figure out how to enter Settings.

2 and 3 are always good advice and I will try these. I tried removing the power cable, but did not remove Ethernet or HDMI.

I have an 8-port switch in my TV cabinet and everything else is getting data, so the router is seeing the switch. I will reboot the DSL modem, router and switch to be sure.

-John

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Answer 3

JohnBrunner Author

Level 1

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Jan 3, 2014 5:40 PM in response to JohnBrunner

OK, this was pilot error. I hadn't used Apple TV in a while and had forgotten how to use the remote.

I didn't realize that the silver disk in the center of the direction-button ring was the select button.

It took a lot of force to activate and didn't have the tactile feel of the other buttons, so I was using play/pause to try to select items.

Thanks to Winston for responding, and to anyone who read my post.

-John

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