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No Remote and wrong resolution?

W

warragul

macrumors member
Original poster
Sep 19, 2016
49
4
Melbourne, Australia
I bought a second-hand Apple TV 4 that was lacking a remote. I figured I'd use a friend's remote to config it and use the iPhone app from then on.
However, I seem to have caught myself in a Catch-22 bind.
After I factory reset the beast - to get rid of stuff on there that wasn't mine - it seems stuck on what my TV says is an "unsupported" resolution, or something. Anyway, the word "unsupported" is all that shows on the screen and the TV docs are no help.
The remote I have is for an AppleTV 3. The Menu and Up Arrow doesn't help with the resolution, if that is the problem. The Menu and Down Arrow will reset it, however.
I can't get in with the iPhone app because the TV isn't yet on my WiFi and although it shows up on the wired network if I plug in the cable it still doesn't respond to the iPhone app. The app claims the Apple TV isn't on the same WiFi network.
Is there another way in?

Thanks, warragul
 
The "4" can "learn" any other remote you have. Once programmed, that remote can fully control the "4." For example, if your TV's remote might have an AUX button, you can put it in AUX mode and have the "4" learn the main controlling buttons on that remote. Then it's your :apple:TV remote (in disguise as your TV's remote).

However, to initiate the "learn" you have to be able to get to that screen and it reads like you can't do that.

And I'm pretty sure that an "3" remote WILL control a "4" (it's been a while, so I don't remember 100%, but I'm probably 90%). If not directly, it too can be "learned" by the "4" once you can get to that "remotes" option in the "4"s nav.

Doesn't the "4" have the USB port? And can't you connect the "4" to a computer running iTunes and use iTunes to rest it to factory settings? For step-by-step, scroll down to that "from iTunes" section on this page.

Else, if no computer, maybe you head for your local Apple store and they might be able to factory reset it for you.
 
Audit13 said:
Have you tried different HDMI cables? With the TV and ATV powered up, remove and re-insert the HDMI cable.
Click to expand...
Thanks for your suggestion.
I did as you said. The screen, which had been displaying a No Signal while the cable was out, went blank but then resumed with the Unsupported after 10-15 seconds.
I have tried 2 cables. One was the original I used with the AppleTV3 and the other was one I'd been using with a Philips monitor. Same result each time.
 
Last edited:
Audit13 said:
Is the apple tv being connected directly to the tv or through a receiver?
Click to expand...
Directly.
I wish I had a second HDMI-equipped TV to test with.
[doublepost=1535070657][/doublepost]
HobeSoundDarryl said:
The "4" can "learn" any other remote you have. Once programmed, that remote can fully control the "4." For example, if your TV's remote might have an AUX button, you can put it in AUX mode and have the "4" learn the main controlling buttons on that remote. Then it's your :apple:TV remote (in disguise as your TV's remote).

However, to initiate the "learn" you have to be able to get to that screen and it reads like you can't do that.

And I'm pretty sure that an "3" remote WILL control a "4" (it's been a while, so I don't remember 100%, but I'm probably 90%). If not directly, it too can be "learned" by the "4" once you can get to that "remotes" option in the "4"s nav.

Doesn't the "4" have the USB port? And can't you connect the "4" to a computer running iTunes and use iTunes to rest it to factory settings? For step-by-step, scroll down to that "from iTunes" section on this page.

Else, if no computer, maybe you head for your local Apple store and they might be able to factory reset it for you.
Click to expand...

I really messed up your reply.
Hope this works.
Thanks for your reply; I'm very grateful. It's frustrating when nothing works. I'm on the point of taking the thing back, disappointment all round.

[QUOTE="I'm pretty sure that an "3" remote WILL control a "4" [/QUOTE]

Maybe the 3 remote does work, but the Menu + UP doesn't fix the problem (if the problem is the resolution), though the Menu + DOWN will reboot the AppleTV.

[QUOTE="Doesn't the "4" have the USB port? And can't you connect the "4" to a computer running iTunes and use iTunes to rest it to factory settings? For step-by-step, scroll down to that "from iTunes" section on [/QUOTE]

Yes, and I've done that several times. The first couple didn't work as expected and I thought I'd bricked it but it finally yeilded to perserverence. Just did it while I was reading your post. The process ended normally but the AppleTV was left with a flashing light that didn't stop until I cycled the power. Trying again. Nope. Same result. This time I used the remote to restart the AppleTV and got the Unsupported message on the screen.

[QUOTE="Else, if no computer, maybe you head for your local Apple store and they might be able to factory reset it for you.[/QUOTE]

Local Apple Store is 20 miles across the city. The seller is 3 miles down the road. Might cut my losses.
 
I a recover you that is supposed to pass 4k @ 30 but, when I conveyed my apple tv 4k to the receiver, my tv would say no signal. I connected it directly to the tv, set the resolution to 1080p/60, then ran it through the receiver again, and still the tv said no signal. Changed the receiver and now I get 4k/60.

I tried all different inputs, various HDMI cables, and resolutions with no success with my old receiver.
 
Do you know that this "second hand" 4 was working when you bought it? Or did the seller perhaps dump a broken one on you? Did you see it work on their TV?

Can you take it to a friend's home and try it with a different TV to rule out guesses that the problem is in your TV?

Since you've already tried a few HDMI cables, it's probably NOT cable problems.

If you still have your "3", why don't you unhook the "4" and put the "3" in it's place to see if you can get the "3" pic on screen through the same HDMI cable and through the same HDMI port on the TV (in other words, just swap the :apple:TV box ONLY). If the "3"s picture will display through the very same cable & jack, you've pretty much narrowed the problem to the "4" itself.

If the Seller is 3 miles away, I'd probably return it if they'll take it. You can get a "4" in the refurb store at Apple for US$129. Refurb comes with Apple warranty and Apple support. Note too that Refurbs can be returned. You could buy a refurb and slug it in in place of the one you just bought, linking through the same HDMI cable to the same HDMI port and see if it works or if the problem shows itself with the refurb too. If the latter, the problem then shifts back towards being the cable, jack or TV (or maybe some TV setting).

Sometimes second hand tech comes with surprises. Sometimes someone accidentally drops tech in water, dries it out, sees that it's working now but knows it probably will not be working soon, and then decides to sell it while they can demonstrate it working well. Sometimes tech starts failing but has not completely failed and a Seller will decide to sell it now rather than admit it's beginning to fail. I'm not saying your Seller did either but "second hand" does allow all kinds of "what if" scenarios to be driving the sale.
 
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HobeSoundDarryl said:
Do you know that this "second hand" 4 was working when you bought it? Or did the seller perhaps dump a broken one on you? Did you see it work on their TV?

Can you take it to a friend's home and try it with a different TV to rule out guesses that the problem is in your TV?

Since you've already tried a few HDMI cables, it's probably NOT cable problems.

If you still have your "3", why don't you unhook the "4" and put the "3" in it's place to see if you can get the "3" pic on screen through the same HDMI cable and through the same HDMI port on the TV (in other words, just swap the :apple:TV box ONLY). If the "3"s picture will display through the very same cable & jack, you've pretty much narrowed the problem to the "4" itself.

If the Seller is 3 miles away, I'd probably return it if they'll take it. You can get a "4" in the refurb store at Apple for US$129. Refurb comes with Apple warranty and Apple support. Note too that Refurbs can be returned. You could buy a refurb and slug it in in place of the one you just bought, linking through the same HDMI cable to the same HDMI port and see if it works or if the problem shows itself with the refurb too. If the latter, the problem then shifts back towards being the cable, jack or TV (or maybe some TV setting).

Sometimes second hand tech comes with surprises. Sometimes someone accidentally drops tech in water, dries it out, sees that it's working now but knows it probably will not be working soon, and then decides to sell it while they can demonstrate it working well. Sometimes tech starts failing but has not completely failed and a Seller will decide to sell it now rather than admit it's beginning to fail. I'm not saying your Seller did either but "second hand" does allow all kinds of "what if" scenarios to be driving the sale.
Click to expand...

The "3" works perfectly. No trouble. That's what makes me suspect the "4". Luckily, because the remote was missing, the seller chucked in a 30-day warranty.
But it would be nice to know definitely what the problem was. If, for instance, the TV wouldn't work with a "4" it would make no sense getting another "4". But if I could isolate it to this particular "4" that would be good.
Unfortunately, there's nobody handy I can ask to test the "4" on their TV. It's a new area and I am not real social so I haven't met more than a few locals.

But, I'm happy to take the "4" back.
And thanks to all who helped. I'm very grateful for your time and efforts.
 
If the 3 works, the 4- a good one- should work too. To be safer, I suggest buying a refurb unit from Apple, try it, if it also fails, return it. But I’d bet large it will work fine.

If you played that 3 through the same HDMI cable plugged into the same HDMI port on the same HDTV, the problem is not the cable, jack or TV.
 
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warragul said:
It's an ATV50-715 by a generic brand, Bauhn. I've had it for 3 years and it's been very reliable.
But, as with most generics, there's no website for support, just a local service outfit contracted to cover warranty.
Click to expand...
This is your TV: http://www.bauhn.com.au/_literature_146283/ATV50-715_-_Instruction_Manual ?

Since its native resolution is 1920 x 1080 and the ATV 4's max resolution is also 1920 x 1080, I think it's either an hdmi handshaking problem, cable problem, or the ATV4 is defective from what I can tell.

I have an ATV 4K and ATV 3rd gen and both work properly on my old 50" Insignia TV from Best Buy.

My 3rd gen remote works with my ATV 4k as well.
 
Audit13 said:
This is your TV: http://www.bauhn.com.au/_literature_146283/ATV50-715_-_Instruction_Manual ?

Since its native resolution is 1920 x 1080 and the ATV 4's max resolution is also 1920 x 1080, I think it's either an hdmi handshaking problem, cable problem, or the ATV4 is defective from what I can tell.

I have an ATV 4K and ATV 3rd gen and both work properly on my old 50" Insignia TV from Best Buy.

My 3rd gen remote works with my ATV 4k as well.
Click to expand...
Yes, I have a hardcopy of that manual. It's not useful in this case. Nothing about "Unsupported".
But your experience is reassuring. So I've ordered a refurb from Apple and we'll see...

Thanks.
 
The new (refurbed) AppleTV4 arrived this morning. On Saturday the old one went back to the seller who, after a scowl or two, refunded in cash.
I've set it up and it seems to work OK. It even has a set of applications installed for the local TV networks, great!

Thanks everyone for your support and patience. Forums forever.
 
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