Apple TV: Basic Troubleshooting

First, make sure:

• The audio and video cables between Apple TV and your TV are pushed in all the way.
• The power cords for Apple TV and your TV are securely connected to a working power source.
• Your TV is turned on and switched to the correct input.
• Apple TV is connected to the network. Go to the Settings menu on Apple TV, select General then Network, and see if Apple TV has an IP address.
• Your network and Internet connections are on and working properly.
• Apple TV is connected to the iTunes store to authorize the playback of purchases and rentals.

If you are still having trouble, you can try to reset your equipment by unplugging Apple TV, your TV, your wireless networking equipment or AirPort Base Station, and your router from the power outlet. Wait 30 seconds and plug everything back in.

Second, check these common issues:

• If your TV screen appears fuzzy or black (you see no video)
• If you can see a picture but Apple TV isn't responding
• If you can't hear sound
• If the remote isn't working
• If other Apple TVs show up periodically in your iTunes Devices list
• If Apple TV isn't playing or streaming your photo albums or slideshows
• If Apple TV still doesn't respond, try restoring it to the original factory settings
• If Apple TV can't access the network.
• If you can't view your Apple TV in the Source list in iTunes (below Devices), go here and try the troubleshooting steps. Be sure to wait approximately one minute for iTunes to recognize Apple TV.

If your TV screen appears fuzzy or black (you see no video)

• When you connect power, check to make sure the LED turns on. If the LED is not on, then verify with a known good power outlet or connect something else to the outlet you're using for Apple TV and make sure it works (such as a lamp or clock).
• Make sure you're using the correct video cables and that they are connected firmly to Apple TV and to your TV.
• Make sure the input setting you've selected on your TV matches the input you have your video cables connected to. See the documentation that came with your TV for more information.
• If you are connected via HDMI, try unplugging and replugging your HDMI cable.
• If HDMI isn't working for you - then try component instead. Read more about HDMI vs component video.

If your TV screen still appears fuzzy or black, you may need to select a video mode your TV supports.

To select a video mode:

1. Press and hold both Menu and Menu up/scroll (+) on the Apple Remote for about 6 seconds. Apple TV will cycle through different display resolutions.
2. When Apple TV reaches an acceptable display resolution and "If you can see the Apple logo, select OK" appears on your TV screen, press the Play button on the Remote.

If you can see a picture but Apple TV isn't responding

• If the Apple TV status light does not flash white when you press a remote button, the issue may be with the remote. See "If the remote isn't working".
• Press and hold Menu on the Apple Remote to return to the Apple TV main menu.
• Reset Apple TV by unplugging it from the power outlet, waiting about five seconds, then plugging it in again.
• Power off your TV, wait five seconds, power on.
• Make sure your TV is functioning correctly. See the documentation that came with your TV for more information.
• If you paired the Apple Remote with Apple TV, make sure you're using the paired remote. Go here to read more about pairing and unpairing your Apple Remote.
• If Apple TV remains unresponsive, you may need to try running diagnostics or performing a factory restore.

If you can't hear sound

• If Apple TV is connected to a receiver, make sure the receiver is turned on.
• Make sure the input setting you've selected on your receiver matches the input you have your audio cables connected to. See the documentation that came with your receiver for more information.
• Make sure the volume on your TV or receiver is turned up and isn't muted.
• Make sure you're using the correct audio cable, see Apple TV: Connecting the Cables for more information, and that it's connected firmly to Apple TV and to your TV.
• Check whether you can hear sound while playing video only. Also check whether you can hear audio feedback while clicking through menu options.
• If you're connected to the HDMI port on your TV and Apple TV, make sure your TV supports audio through its HDMI port. The HDMI ports on some older TVs support only video.
• If you are using HDMI audio, try disconnecting and reconnecting the HDMI cable.
• If you're connected to the HDMI port on your TV and Apple TV, make sure your TV is setup to receive audio from HDMI. For some TV's this is automatic, but for others there is a choice between digital and analog (for HDMI audio, choose digital). Read more about HDMI audio.
• Try the other audio outputs on Apple TV to see if they work.
• If possible, try using different audio cables.

If the remote isn't working

• If you've paired Apple TV and an Apple Remote, make sure you're using the paired remote.
• If you're using the paired remote and the Apple TV status light flashes white, the issue isn't with the remote. See "If you can see a picture but Apple TV isn't responding".
• If you're using an unpaired remote, the Apple TV status light flashes amber.
• If you've paired Apple TV and Apple Remote, and you can't find the paired remote, set Apple TV to work with any remote by pressing and holding Menu and the Previous/Rewind (<<) button for 6 seconds.
• Point the remote directly at Apple TV.
• Make sure the IR receiver on the front of the Apple TV isn't blocked.
• Plus and minus on Apple Remote control the volume of music playback only. Click here for more information.
• If Apple TV displays an image of a remote and a warning symbol, you need to replace the battery in the remote. Go here to learn about changing the Apple Remote battery.
• Try a different remote if available.

If other Apple TVs show up periodically in your iTunes Devices list

This means that iTunes has found other Apple TVs on your network. To prevent this, choose Preferences in iTunes, click Apple TV, and make sure "Look for Apple TVs" is not selected.

If Apple TV isn't playing or streaming your photo albums or slideshows

Make sure you have photos in your photo library or in a folder on your computer. Go here to learn more about syncing photos to Apple TV.

If Apple TV still doesn't respond, try restoring it to the factory settings

1. Press and hold both Menu and Menu down/scroll (-) on the Apple Remote for 6 seconds or until the status light blinks amber.
2. Choose a language.
3. Choose Factory Restore.

Note: Factory restore might take some time, so be patient.

Network Troubleshooting

If you're not able to associate with a wireless network:

• Check the IP address Apple TV is using. If it starts with 169.x.x.x, then the router or base station may not be configured properly. Check to see if DHCP access is available or configure Apple TV with a manual IP address.
• See "Apple TV not recognized in iTunes."
• Check for any obstructions and adjust the location of the base station and/or Apple TV if necessary.
• If security is enabled on the network, temporarily disable it on the base station and try connecting again.

You can also check the following documents to see if any apply to your network:

• TA24602 "Apple TV: WPA-Enterprise encryption does not ask for a user name"
• TA24584 "Apple TV cannot join networks that use high ASCII or double-byte characters in their name or password"
• HT2822 "Apple TV: Switching between wired and wireless networks"
• TA24550 "Apple TV: Connections through proxy servers are not supported"
• TA24593 "Apple TV: Wireless networking list does not display my wireless access point's name"
• TA24550 "Apple TV: Connections through proxy servers are not supported"
• HT2463 "IP ports and protocols used by Apple TV"

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