Support directory
Apple TV troubleshooting: issues with account and reset risks attached.
Apple TV faults separate cleanly into picture, sound, Wi-Fi and a tvOS app that freezes. Each answer says what a restart does and what a reset would erase, so you can pick the lightest fix that works.
Apple TV boxes run tvOS and are restarted from Settings, System, Restart, or by unplugging the power for 15 seconds. Keep tvOS updated under Settings, System, Software Updates, and check that the remote is paired and charged: the Siri Remote charges over Lightning or USB-C depending on generation. A pairing problem is often solved by holding the Back and Volume Up buttons about five seconds near the box.
An Apple TV app is frozen or will not open
Force-quit only the affected app, reopen it, restart Apple TV, then update the app and tvOS. Delete or reset the app last because local app data and sign-in state may be removed. Holding the Back and TV buttons together for several seconds restarts the Apple TV when the screen is frozen.
Open record Apple TV · PictureApple TV has no picture or the screen is black
Select the correct HDMI input, reconnect the cable and power, test another HDMI input, then connect Apple TV directly to the television. Use Apple’s resolution-reset procedure only if the device is clearly powered but the display cannot show its current format.
Open record Apple TV · AudioApple TV has picture but no sound
Raise volume and select the intended output, reseat HDMI, restart the television and Apple TV, then connect Apple TV directly to the TV. Change Audio Format only after the hardware path is isolated. Check that the TV's own speakers or the soundbar are set as the output, since the Apple TV can be sending sound to a device that is off.
Open record Apple TV · Wi-FiApple TV will not connect to Wi-Fi
Restart Apple TV, confirm the network under Settings › Network, restart the router and modem, then test Ethernet when the model supports it. Do not reset Apple TV until a stable internet connection has been proven. Check the router for a MAC address filter, which can block a device from joining without any error on the Apple TV.
Open recordTroubleshooting an Apple TV and AirPlay
For AirPlay and HomeKit, the Apple TV, the iPhone or Mac and the router must be on the same network, and a guest or separate band network can hide devices from each other. A wired Ethernet connection removes Wi-Fi from the picture and is the best test for streaming faults. Video that looks wrong often comes from the HDMI setup: use Settings, Video and Audio, Calibrate or Check HDMI Connection.
How do I pair an Apple TV remote?
Hold the Back and Volume Up buttons about five seconds with the remote near the box until it pairs.