Flyingmedic

Q: 2nd AppleTv same problem.....

OK gang, so wife buys me an AppleTV for our anniversary on 06/06/16

 

Yesterday I go to install it (06/28/16) and it won't connect to my wifi, says my wifi is not connected to the Internet.

The **** you say.....so...I try again, and this time just keeps spinning, and spinning, and spinning, against a grey background.

SO, the only thing I could think to do was unplug it, HDMI and power for a full 5 mins. When I go to plug the power back in I get nothing

but a black screen, which is my TV's way of saying no signal. (which it actually says). It recognizes that there is something connected (otherwise I'd get a check cables message)

 

SO...I call support ran through every option we could think of:

 

1: Different HDMI cable - No difference

2: Different TV - No difference

3: Resolution hopping (via menu/vol down - No difference

 

Long story short, support guy says he'll document it as Defective out of box, and that I could either ship mine to them, and they'd ship me a new one, or I could road trip

to my closest Apple Store (over an hour away) and do a swap. I chose the latter, and all went smoothly......until I got home.

 

Same EXACT issue I was having yesterday. Identical.

 

I could really use some advice here, because really, the only option open to me is to return it outright (I know it's outside the 15 day return window, they work with you considering DOA product, says advisor), OR, try my luck on a 3rd unit.

 

it is technically feasible to get 2 DOAs in a row, just not likely.

 

So, any advice/thoughts/inputs , greatly appreciated.

 

Thanks,

BIll

 

PS I don't own a MAC, so no USB-C cable to try iTunes fix.

Apple TV (4th generation)

Posted on Jun 29, 2016 11:02 AM

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Q: 2nd AppleTv same problem.....

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  • by Diana.McCall,

    Diana.McCall Diana.McCall Jun 29, 2016 11:08 AM in response to Flyingmedic
    Level 4 (2,895 points)
    Apple TV
    Jun 29, 2016 11:08 AM in response to Flyingmedic

    Have you enabled access control on your router? You may need to allow the new device.

    You can restore, if necessary, on a Windows computer with the iTunes program installed.

  • by Flyingmedic,

    Flyingmedic Flyingmedic Jun 29, 2016 11:13 AM in response to Diana.McCall
    Level 1 (12 points)
    Apple TV
    Jun 29, 2016 11:13 AM in response to Diana.McCall

    Thanks for the reply.

    Access control is not the issue, no video is the real issue, which access control would have no bearing on.

     

    As far as the iTunes restore, As I mentioned, I don't own the cable, so therefore not something I could attempt.

     

    Thanks though!

    Bill

  • by Diana.McCall,

    Diana.McCall Diana.McCall Jun 29, 2016 2:11 PM in response to Flyingmedic
    Level 4 (2,895 points)
    Apple TV
    Jun 29, 2016 2:11 PM in response to Flyingmedic

    With both the first ATV and the replacement, did you ever get video on the screen? If so, how far were you into setup before it failed?

    Are you sure your TVs support HDCP (copy protection over HDMI)? ATV is very fussy about that. Also, is your HDMI cable "high speed"? It will be marked on the connectors or right on the wire. That would indicate that it supports the current HDMI standard.

    You might go,to the Apple store again, and get them to test the ATV, to confirm that it really is defective.

    Also, the store can perform the software restore, should that be necessary.

  • by Winston Churchill,

    Winston Churchill Winston Churchill Jun 29, 2016 2:07 PM in response to Flyingmedic
    Level 10 (103,346 points)
    Apple TV
    Jun 29, 2016 2:07 PM in response to Flyingmedic

    I think it very unlikely you have had two defective units in a row. it may be possible that you have a problem with your TV or cable which is causing the Apple TV to go into some sort of error mode.

  • by Flyingmedic,

    Flyingmedic Flyingmedic Jun 29, 2016 7:50 PM in response to Diana.McCall
    Level 1 (12 points)
    Apple TV
    Jun 29, 2016 7:50 PM in response to Diana.McCall

    Yes, initially it showed the setup screen up to the part where you have to login to your wifi. After that failed, I tried to do it via Bluetooth, that failed as well.

    Constant spinning circle against a grey background, that's when I pulled the cords to cycle the power. From that point on, blank screen.

     

    It's not the TV, I have the exact twin (except larger screen) in my family room. That one already has an AppleTv hooked up, and running fine.

    DItto for HDMI cable.

     

    And as it is literally brand new, I'm not inclined to accept a "fix", I'm going to need a replacement.

     

    Thanks!

  • by Flyingmedic,

    Flyingmedic Flyingmedic Jun 29, 2016 7:55 PM in response to Winston Churchill
    Level 1 (12 points)
    Apple TV
    Jun 29, 2016 7:55 PM in response to Winston Churchill

    I agree on the unlikeliness of it. I don't believe the TV, or cable is causing the issue, BUT, I don't know for sure .......hence my post.

     

    I will say, I took the Apple TV out of my family room, and using the exact same HDMI and power cables that are causing me grief that unit worked flawlessly.

     

    THe plot thickens......

     

     

    Thanks for replying though....

  • by Winston Churchill,

    Winston Churchill Winston Churchill Jun 30, 2016 12:30 AM in response to Flyingmedic
    Level 10 (103,346 points)
    Apple TV
    Jun 30, 2016 12:30 AM in response to Flyingmedic

    You need to clarify exactly what it is that you are seeing them. In an earlier post you appear to imply that when you tried it on another TV that it didn't work, your last reply appears to imply that it does work on another TV.

  • by Flyingmedic,

    Flyingmedic Flyingmedic Jun 30, 2016 1:48 AM in response to Winston Churchill
    Level 1 (12 points)
    Apple TV
    Jun 30, 2016 1:48 AM in response to Winston Churchill

    I honestly don't even know what your first sentence means. I didn't imply anything, stated exactly what happened and how/when it happened.

    Ive reviewed my original post, and subsequent answers. The bottom line is it doesn't work. It worked briefly on both units,and then, it didn't. I don't know why....that's why I posted here.

     

    The only mentions of other TVs , is when I said I tried the non functioning units on my sons tv, and they didn't work either, and that I have the identical Tv excepting size

    in my family room, which has its own Apple TV, and it didn't work on that one either. Whereas the Apple TV normally hooked up on that Tv, worked just fine. Mine didn't.

     

    Thanks.....

  • by Winston Churchill,

    Winston Churchill Winston Churchill Jun 30, 2016 2:08 AM in response to Flyingmedic
    Level 10 (103,346 points)
    Apple TV
    Jun 30, 2016 2:08 AM in response to Flyingmedic

    I missed one word from my opening sentence.

     

    In your opening post you said you'd tried the Apple TV on another TV and it hadn't worked you implied you did the same with it's replacement. In another post you said you took the Apple TV from the Family room and tried it and it worked, you didn't say whether that was the subject Apple TV or another, or whether it was the same TV or another.. You seem to be assuming we can see what you can, which of course we can't.

  • by Diana.McCall,

    Diana.McCall Diana.McCall Jun 30, 2016 3:09 AM in response to Flyingmedic
    Level 4 (2,895 points)
    Apple TV
    Jun 30, 2016 3:09 AM in response to Flyingmedic

    Just for reference, is the other ATV, which is working, also a 4th generation, or is it an earlier model? See Identify your Apple TV model - Apple Support if not sure. This is significant since the different models have different hardware and software. Also, could you please identify the make and model of the TV set?

  • by Flyingmedic,

    Flyingmedic Flyingmedic Jun 30, 2016 8:06 AM in response to Diana.McCall
    Level 1 (12 points)
    Apple TV
    Jun 30, 2016 8:06 AM in response to Diana.McCall

    The other AppleTV is a 4th gen as well, and the TVs that I have are tested them on were

     

    A Sony KD-75XD9405

    Panasonic TX-65DX902B

    LG OLED55C6V

     

    The Panasomic and the Sony are about 6mos old, the Sony is about a month old.

     

    Thanks

  • by Flyingmedic,

    Flyingmedic Flyingmedic Jun 30, 2016 8:08 AM in response to Flyingmedic
    Level 1 (12 points)
    Apple TV
    Jun 30, 2016 8:08 AM in response to Flyingmedic

    Good God,,never post before coffee. Lol, The LG is about a month old, and should have read tested them ON, not, are............

  • by Winston Churchill,

    Winston Churchill Winston Churchill Jun 30, 2016 8:15 AM in response to Flyingmedic
    Level 10 (103,346 points)
    Apple TV
    Jun 30, 2016 8:15 AM in response to Flyingmedic

    Yes but the assumption is that you tested them on these TV's after connecting them in the intended scenario.

  • by Flyingmedic,

    Flyingmedic Flyingmedic Jun 30, 2016 8:44 AM in response to Winston Churchill
    Level 1 (12 points)
    Apple TV
    Jun 30, 2016 8:44 AM in response to Winston Churchill

    WIthout all the nitpicking and other silliness, the bottom line is that the AppleTV, for WHATEVER reason isn't working. For me. I don't know why. I'm just reaching out to the community to see if maybe someone else had experienced these sorta shenanigans with their AppleTV.

     

    For what it's worth, Apple and their people couldn't figure it out either, and that's with a live 2 way conversation! The end result of all this is that Apple overnighted me return packaging (they really want to see what's going on with this particular unit), and upon return (already on its way to them) will overnight me another. To be clear, this will be the 3rd unit.

     

    I guess we'll just have to wait and see how this all plays out. I have a 6 day trip starting on Monday, so hopefully it's resolved one way or the other by then!

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