Apple TV 4th Generation Troubleshooting

Problem connecting to the iTunes Store

When trying to view content, the following error message appears: “There was a problem connecting to the iTunes Store to restore the purchase. Please try again later.”

Network not connected

Press the ‘menu’ button until the screen displays all apps. Navigate to settings > network. WiFi is the first option at the top of the page and will cause the TV to search for and display all available networks. Scroll to and select the appropriate network. You may be prompted to enter a password.

The Apple TV cannot find WiFi network

The device cannot find a WiFi network when one should be in range.

Automatic connection failure

If you do not see your network listed, you may use the ‘Other…’ option at the bottom of the list to enter the name of the network manually.

Network information mismatch

If you have correctly entered your network’s name and are still unable to connect, you can restart your wireless router before connecting again. Failing this, go into the network settings by typing 192.168.1.1 into the browser of a computer with access to the network and log in. Make note of the SSID in the router’s settings and enter it into the Apple TV’s manual connect option.

Remote not responding

Apple TV does not respond to remote commands.

Low Battery

Your remote’s battery may be out of power. Charge the remote with an AC adapter by plugging a lightning cable into the port at the front narrow end of the remote.

Remote is un-paired

Re-pair the remote to the Apple TV by holding it “three inches” from the device and pressing the ‘menu’ and ‘volume up’ buttons simultaneously. You may be asked to set the remote on top of the Apple TV.

Software glitch

Restart the device: unplug the Apple TV’s power cord, wait six seconds, and plug it back in.

Remote app issues

Apple TV does not respond to commands from device with remote app installed.

Device is unpaired

Go to Settings > Remotes and Devices > Remote App and Devices. Check to see if your phone or tablet is listed. If it is not, pair the device. Open the remote app and tap ‘Add a Device.’ On the Apple TV, open ‘Remote App and Devices’ and select the device. Enter the four-digit number provided by the Apple TV into your mobile device.

Device needs to be re-paired

Select the device in Remote App and Devices and choose the ‘Forget’ option. Then, using the steps above, re-pair the device.

No sound

Sound is not projected.

Auxiliary equipment malfunction

Check your television and/or audio system to ensure that volume is not muted and that the levels are properly configured. Ensure that any fuses/breakers are functioning properly and that cables are fully seated.

Apple TV setting discrepancy

Go to Settings > Video and Audio > Audio Output. Ensure that the television itself is selected.

Wrong audio mode

By clicking ‘Audio Mode’ on the ‘Video and Audio’ settings page, change the option from ‘Auto’ to 16-bit. This may allow audio to play.

Wrong surround sound setting

Try changing the ‘Surround Sound’ option. Cycle through ‘Stereo,’ ‘Dolby Digital 5.1,’ and ‘Best Quality Available.’

HDCP error

When attempting to play content, a black screen appears with the following error message, “HDCP isn’t supported by your HDMI connection. This content requires HDCP for playback.”

Failed HDCP handhsake sequence

Turn off the Apple TV and unplug its power cable. Turn off the television and unplug it as well. Also disconnect the HDMI cable from both devices. Allow everything to sit for 30-60 seconds. Then, reconnect the HDMI cable, and then the TV, and then the Apple TV in that order. Power everything on and see if the message appears when content is played.

Unable to turn on

Power supply failure

If the Apple TV does nothing when the power cord is plugged in (ensure there is electricity), then the device’s power supply may be at fault. Look here for instruction on how to replace the power supply.