Level 1

31 points

Apple TV 4K - Ethernet constantly connects/disconnects while in sleep mode

I have been running down an issue where my Apple TV 4K, when connected via ethernet, does NOT maintain a connection link UP status while in sleep mode; it cycles up and down several times per minute. If the ATV4K is awake and playing content, this behavior does not happen and all is well. Most people probably wouldn't know or care about this, but I do since it causes unnecessary network chatter and is generally disruptive network behavior. I also have a 4th Gen Apple TV that is on the same ethernet switch and does NOT exhibit this behavior while sleeping, so I'm quite confident that this is isolated to the ATV4K only. I called Apple Support to report the issue, but they had no knowledge of the behavior.

Can anyone else confirm this behavior with their Apple TV 4K? I'm wondering if I have a defective unit and if I need to request an RMA, or if this is a problem with the ethernet controller or driver. That's what I'm hoping someone else in the Apple Community can confirm/deny.

Data points from troubleshooting

- Ethernet connection constantly disconnects / reconnects in sleep mode ONLY

- When the link status cycles, the ethernet connection negotiates alternately from 100Mbps to 1Gbps (could be part of the problem and suggests software/driver issue to me)

- WiFi connection does NOT exhibit the same disconnect/reconnect behavior in sleep mode

- Apple TV 4th Gen does NOT exhibit this behavior on ethernet (connected to same switch/router)

- Problem persists after bypassing the installed ethernet cabling and switch and connect directly to the router (several different ports)

- iOS 11.1 update had no effect

- DHCP lease renewals are not the root cause, but a symptom of the link status going down/up

- Hard-coding IP address only eliminates DHCP leasing, not the problem itself

And before anyone suggests it, I am NOT willing to leave the ATV4K on all the time to prevent this, and I am not switching to WiFi when I have a perfectly good ethernet connection. I am interested in prompting Apple into either replacing a defective unit or resolving the underlying issue because this is undesirable behavior from a network engineering perspective.

Thanks,

Andy

Apple TV 4K, iOS 11.1

Posted on Nov 7, 2017 9:20 AM

26 replies

nickguy

Level 1

4 points

Jan 31, 2018 6:20 PM in response to nickguy

More logs

02/01/2018 02:06:18.61 <Info:vlan.msgs.portLinkStateUp> Port 4 link UP at speed 100 Mbps and full-duplex

02/01/2018 02:06:16.42 <Info:vlan.msgs.portLinkStateDown> Port 4 link down

02/01/2018 02:05:30.27 <Info:vlan.msgs.portLinkStateUp> Port 4 link UP at speed 100 Mbps and full-duplex

02/01/2018 02:05:28.41 <Info:vlan.msgs.portLinkStateDown> Port 4 link down

02/01/2018 02:05:03.13 <Info:vlan.msgs.portLinkStateUp> Port 4 link UP at speed 100 Mbps and full-duplex

02/01/2018 02:05:00.92 <Info:vlan.msgs.portLinkStateDown> Port 4 link down

02/01/2018 02:04:18.90 <Info:vlan.msgs.portLinkStateUp> Port 4 link UP at speed 100 Mbps and full-duplex

02/01/2018 02:04:17.05 <Info:vlan.msgs.portLinkStateDown> Port 4 link down

02/01/2018 02:03:52.21 <Info:vlan.msgs.portLinkStateUp> Port 4 link UP at speed 100 Mbps and full-duplex

02/01/2018 02:03:50.01 <Info:vlan.msgs.portLinkStateDown> Port 4 link down

02/01/2018 02:03:03.78 <Info:vlan.msgs.portLinkStateUp> Port 4 link UP at speed 100 Mbps and full-duplex

02/01/2018 02:03:01.94 <Info:vlan.msgs.portLinkStateDown> Port 4 link down

02/01/2018 02:02:36.94 <Info:vlan.msgs.portLinkStateUp> Port 4 link UP at speed 100 Mbps and full-duplex

02/01/2018 02:02:34.74 <Info:vlan.msgs.portLinkStateDown> Port 4 link down

02/01/2018 02:01:48.58 <Info:vlan.msgs.portLinkStateUp> Port 4 link UP at speed 100 Mbps and full-duplex

02/01/2018 02:01:46.74 <Info:vlan.msgs.portLinkStateDown> Port 4 link down

02/01/2018 02:01:22.16 <Info:vlan.msgs.portLinkStateUp> Port 4 link UP at speed 100 Mbps and full-duplex

02/01/2018 02:01:19.95 <Info:vlan.msgs.portLinkStateDown> Port 4 link down

02/01/2018 02:00:33.71 <Info:vlan.msgs.portLinkStateUp> Port 4 link UP at speed 100 Mbps and full-duplex

02/01/2018 02:00:31.86 <Info:vlan.msgs.portLinkStateDown> Port 4 link down

02/01/2018 02:00:07.41 <Info:vlan.msgs.portLinkStateUp> Port 4 link UP at speed 100 Mbps and full-duplex

02/01/2018 02:00:05.15 <Info:vlan.msgs.portLinkStateDown> Port 4 link down

02/01/2018 01:59:43.59 <Info:vlan.msgs.portLinkStateUp> Port 4 link UP at speed 100 Mbps and full-duplex

02/01/2018 01:59:41.75 <Info:vlan.msgs.portLinkStateDown> Port 4 link down

02/01/2018 01:59:16.65 <Info:vlan.msgs.portLinkStateUp> Port 4 link UP at speed 100 Mbps and full-duplex

02/01/2018 01:59:14.44 <Info:vlan.msgs.portLinkStateDown> Port 4 link down

Mar 7, 2018 5:08 AM in response to staengfoenster

I wish I had better to report...AppleCare Enterprise wanted me to give the latest tvOS 11.3 beta 15L5198d a whirl saying that things may have improved. I attempted it and all seemed to work well on a single test unit here for one day. I then extended the test out to our intermediate school and left for a night. It was still flapping in the wind. Checked back on my single test unit and now it's doing the same. Back to the drawing board. This case seems to be moving at a glacial pace so others please escalate as well. The good news is, the rep seemed to reproduce the issue and is also working on it from his end.

By the way, I don't post on here very frequently and when I wrote this, I realized I logged in with a different Apple ID. I'm 'blackholemac'

GpaJake

Level 1

4 points

Mar 7, 2018 6:44 AM in response to Andypeppa

My Google fiber router is very limited in what I can see but I also have noticed that the AppleTV 4K switches back and forth from 100Mbps to 1Gbps while in idle mode. At the same time I lose connection to the internet even though the router still claims an IP address for the ATV. Sometimes it works to restart the unit. Sometimes I have to unplug the unit from the router then plug it back in. This problem did not occur until I recently switched to 1Gbps internet. Previously it was connected to an Airport Extreme running off 75Mbps cable internet. It is very frustrating and I wish I could find a way to keep this from happening.

Apr 26, 2018 3:02 PM in response to Andypeppa

I have then exact same problem. Confirmed with my router support group that the issue is with the Apple TV 4K hardware. I don't believe it is a defective unit. I did spend time with Apple support trying to convince them that their firmware needed to be updated to resolve the issue but to no avail. Typical "not our problem" response from Apple. Really arrogant!!!

The only way to get around the problem is to use wifi. Or return the product for a refund.

Nov 7, 2017 9:47 AM in response to Andypeppa

Hi. To get this message to Apple, you need to post at this link: Feedback - Apple TV - Apple. But I warn you, there's a length limit.

Jan 2, 2018 7:05 AM in response to opragel

Hi opragel. Have you reported this to Apple, by posting at link: Feedback - Apple TV - Apple?

Jan 19, 2018 1:03 AM in response to blackholemac

Many thanks for posting, blackholemac! It would be great if you shared your progess with AppleCare Enterprise, as this seem to be the most promising way for a fix 🙂

iV3K

Level 1

11 points

Mar 14, 2018 7:05 AM in response to GpaJake

Same problem here with ATV 4K latest TvOS 11.2.6 connected to D-Link gigabit ethernet switch... Hope Apple will find fix for this issue..

nomad.dk

Level 1

8 points

Apr 10, 2018 11:31 PM in response to Andypeppa

I have this issue as well, with the AppleTV 4K connected to a Cisco 3750 1G switch. Bad behavior.

May 2, 2018 5:23 AM in response to Andypeppa

I have same problem with ATV 4K connected to a Netgear router GE port. Hope Apple will fix this issue.

May 2, 2018 5:55 AM in response to Clive Yip

Did you call Apple support and complain about the issue? We need as many people as possible calling them on this.

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Apple TV 4K - Ethernet constantly connects/disconnects while in sleep mode