Apple TV was not working correctly. Did a software update and now only left hand side of screen displays. Settings do not display to get serial number off of unit. Unit is mounted in electronics rack. Have unplugged unit several times. Does not help. Anyone had this issue? Can't contact Apple without serial number.
Hi PatchesBoo,
Sorry to hear you are having trouble with your Apple TV after a software update. I'm going to include some information below to help you reset your Apple TV. Since you are only seeing a portion of the screen, try adjusting the resolution first. If that doesn't work, follow the instructions to restore the Apple TV below.
- Change the Apple TV resolution:
- Press and hold the Menu and Up button on your Apple Remote for six seconds.
- The Apple TV will automatically cycle to the next resolution at approximately 20 second intervals.
- Press Play on the Apple Remote to keep the current resolution or Select to manually cycle to the next resolution.
- Reboot your Apple TV by holding down the Menu and Down button on the Apple Remote for six seconds. Allow the Apple TV a few minutes to restart.
Restoring your Apple TV to factory settings
- On Apple TV, choose Settings > General > Reset, and then click Restore.
- Your Apple TV will restore to factory settings and will download and install the latest Apple TV software. This process may take some time. Do not disconnect your Apple TV's power cable during the restore process.
If you cannot use this process, and you have a micro-USB cable, try the steps in the next section.
If your Apple TV still does not respond or if you were unable to follow the above steps
This restore process requires a micro-USB cable (sold separately), a computer with iTunes, and a high-speed Internet connection. This will install the latest software and revert the device to factory settings.
- Disconnect the power and HDMI cables from the Apple TV.
- Verify that you are using the latest version of iTunes:
- Mac: Choose iTunes > Check for Updates
- Windows: Choose Help > Check for Updates
- Open iTunes on your computer.
- Connect your Apple TV to a computer (determine which Apple TV model you have):
Apple TV (3rd generation): Connect one end of the micro-USB cable to the back of your Apple TV, and the other end to one of your computer's USB ports. Connect the power cable from your Apple TV to a power outlet.
Click Restore Apple TV from the Apple TV summary page. This step may take some time, depending on the speed of your Internet connection.
Note:
If you don't see the above screen in iTunes, it may be necessary to choose Apple TV from the upper right of the iTunes window.
- During the restore, do not unplug any cables.
- After the restore process completes and the Apple TV icon disappears from iTunes, disconnect the micro-USB and power cables (if applicable), then reconnect to your TV with HDMI and power cables.
Important: If the Apple TV remains plugged in to your computer with a micro-USB cable after restoring, it may loop back into restore mode. If this occurs, unplug all cables from Apple TV then connect with power and HDMI to your TV normally.
Last Modified:
Apple TV: Basic troubleshooting - Apple Support
https://support.apple.com/en-us/HT200197
Apple TV: How to find the serial number - Apple Support
https://support.apple.com/en-us/HT4381
If this doesn't resolve your issue, our telephone technical support team will still help you if you explain why you can't access your serial number.
Happy March!
- Judy
Hi PatchesBoo,
Sorry to hear you are having trouble with your Apple TV after a software update. I'm going to include some information below to help you reset your Apple TV. Since you are only seeing a portion of the screen, try adjusting the resolution first. If that doesn't work, follow the instructions to restore the Apple TV below.
- Change the Apple TV resolution:
- Press and hold the Menu and Up button on your Apple Remote for six seconds.
- The Apple TV will automatically cycle to the next resolution at approximately 20 second intervals.
- Press Play on the Apple Remote to keep the current resolution or Select to manually cycle to the next resolution.
- Reboot your Apple TV by holding down the Menu and Down button on the Apple Remote for six seconds. Allow the Apple TV a few minutes to restart.
Restoring your Apple TV to factory settings
- On Apple TV, choose Settings > General > Reset, and then click Restore.
- Your Apple TV will restore to factory settings and will download and install the latest Apple TV software. This process may take some time. Do not disconnect your Apple TV's power cable during the restore process.
If you cannot use this process, and you have a micro-USB cable, try the steps in the next section.
If your Apple TV still does not respond or if you were unable to follow the above steps
This restore process requires a micro-USB cable (sold separately), a computer with iTunes, and a high-speed Internet connection. This will install the latest software and revert the device to factory settings.
- Disconnect the power and HDMI cables from the Apple TV.
- Verify that you are using the latest version of iTunes:
- Mac: Choose iTunes > Check for Updates
- Windows: Choose Help > Check for Updates
- Open iTunes on your computer.
- Connect your Apple TV to a computer (determine which Apple TV model you have):
Apple TV (3rd generation): Connect one end of the micro-USB cable to the back of your Apple TV, and the other end to one of your computer's USB ports. Connect the power cable from your Apple TV to a power outlet.
Click Restore Apple TV from the Apple TV summary page. This step may take some time, depending on the speed of your Internet connection.
Note:
If you don't see the above screen in iTunes, it may be necessary to choose Apple TV from the upper right of the iTunes window.
- During the restore, do not unplug any cables.
- After the restore process completes and the Apple TV icon disappears from iTunes, disconnect the micro-USB and power cables (if applicable), then reconnect to your TV with HDMI and power cables.
Important: If the Apple TV remains plugged in to your computer with a micro-USB cable after restoring, it may loop back into restore mode. If this occurs, unplug all cables from Apple TV then connect with power and HDMI to your TV normally.
Last Modified:
Apple TV: Basic troubleshooting - Apple Support
https://support.apple.com/en-us/HT200197
Apple TV: How to find the serial number - Apple Support
https://support.apple.com/en-us/HT4381
If this doesn't resolve your issue, our telephone technical support team will still help you if you explain why you can't access your serial number.
Happy March!
- Judy
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