apple tv 4k won’t wake from sleep

Has anyone tried calling tech support? If so, what has been their response? So far, in this online forum, their response has been radio silence.

I bought 2 Apple 4k TVs. One of them works without issue.

The other one will not wake from sleep mode after an extended time. The only way I've found to wake it up is to unplug from power and plug it back in. I've also noticed that it is slightly warm to the touch.

Same problem with both my 4K Apple TVs. I bought them the first day they were released. Remote does not reset and units are in hard to reach places. I got Apple Store to send replacements to the store. I’ll post again if that fixes the problem. I think it’s hardware at this point. Have 5 others that work fine.

I've been experiencing the same problem and I believe the issue is because of DolbyVision enabled on my Apple TV 4k. If you set it to use HDR 60,4k the issue does not happen. I am using the Apple TV 4K on an LG OLED 65B7p with the latest firmware.

My Issue:

Apple TV 4K Dolby Vision & LG OLED 65B7p - Wake Issue

So, I may have found the solution to my wake/sleep issue. Since I made this change, it works better than ever. I went the Apple Support call, and they never talked to me regarding the TV settings on my Samsung. Digging around, I found this Apple article: Control your TV or receiver with your Siri Remote or Apple TV Remote - Apple Support

It seems my TV did not have the HDMI-CEC settings turned on. For the Samsung, that is Anynet+. At first after turning it on, it wasn't helping. However, the Anynet+ setting states this definitely needs to be turned on to have other devices control the TV. I persisted. I turned everything off and back on again.

Now the wake and sleep have been extremely snappy and works every time. Before, it took about 15 seconds for the TV to get turned. Why it was working sometimes without this on is mystery. Maybe Support assumed HDMI-CEC was already on because it worked sometimes.

Apple surprised me with a call based on my earlier posting of successfully fixing this wake/sleep issue. They wanted me to walk through how I did it. Perhaps, my fix is more specific to a Samsung, but really, everything related to this was fixed and is totally reliable. The support article explains what to look for different brands. So make sure the HDMI-CEC is functioning properly. Note that I needed to toggle everything off and on again with the HDMI-CEC because I think it needs to done in a certain order or maybe rebooted to recognize the function. Control your TV or receiver with your Siri Remote or Apple TV Remote - Apple Support

I've already tried that - didn't work. As far as I'm concerned, it's obviously an issue that was introduced in one of the recent tvOS 11.x updates.

• Had my 4thGen since May 2016, never had any issue until the past three months or so (can't tell exactly when)
• Had my 4K since January 2017, pretty much had problems from the start.

I've always been baffled at how long it takes for Apple to reproduce customer issues in lab.

I'm having this exact same problem with my Apple TV 4K. If I don't use it for about a day, it won't wake up from sleep no matter how many buttons I press on the remote. I can only wake it up again if I completely unplug the power to the device and plug it back it again. I'm going to have to return it to the store for a refund and just go back to using my old 4th gen Apple TV, which works perfectly fine.

That's Scary, i just had the same problem twice, mine is only two weeks old , and if for some reasons

it goes into sleep for a while it's impossible to turn it on back again without unplugging the power chord .

So you think i will need to have it replaced ?

Thanks

I use now a direct hdmi cable to my television instead of going thru a HDMI switch,

i also did sign for the beta update, installed it,

and it works now, i'm not sure if it's due to the cable or the new firmware ...

I too have an early production ATV 4k. It too has the problem where if it is asleep for a while it does not wake when using the remote or the remote app. Have not had it replaced yet and can’t find any software updates that have fixed it. The problem has lasted through several TV OS updates. Interrupting power seems to be the only work-around at this time.

To Apple: This doesn’t seem to be an isolated problem. Please help.

Ok. I think it may be an issue with going through an HDMI switch - I have 4 and the only one I do not have to unplug to wake up is the one thats directly plugged into my TV. the others go through AV receiver as a switch thoughts anyone else ?

I should have noted in my earlier post that this problem seems to be intermittent. I've gone weeks without it happening, but I've also put it to sleep and come back within an hour to try and watch something and had to interrupt power. Frustrating.

I bought three Gen 4 APTVs at the same time for all of my TVs, and all are having this same issue. Started in December 2017. Having to restart them every day to wake them up... they just seem to be locked up? Also wondering why Apple Support isn't responding to this? Can't find anything online as far as a fix.