Troubleshooting Steps

(When you call in they will ask if you have performed these steps as part of the warranty submission)

We are currently using the 3^rd Gen Apple TV 4k and 3^rd Gen Remote.

• Try these steps first

1. Stay within 20 feet of your Apple TV and move anything that blocks the path between your remote and the front of your Apple TV.
2. Charge your remote for 30 minutes using a Lightning Charger.
3. Unplug your Apple TV from the wall, wait 30 seconds, and then plug it back in.

• Restart your remote

1. Press and hold the TV/Control Center button and Volume Down button at the same time. Hold the buttons down for about 5 seconds, or until the status light on your Apple TV turns off and on again.
2. Release the buttons. Then wait 5 to 10 seconds for a Connection Lost notification to appear on your TV screen.
3. Wait while your remote restarts. When the connected notification appears, you can use your remote.

• Pair your remote

1. Point your remote at your Apple TV. Make sure that the remote is about three inches from your Apple TV.
2. Press and hold the Back Button and Volume Up button for five seconds.
3. If asked, place your remote on top of the Apple TV to complete pairing.

• Make sure the Apple TV is fully updated.

1. If you can’t pair your remote you can use the Apple TV remote on your iPhone or iPad to navigate your Apple TV to check which version of the tvOS you have.

Link for If your Siri Remote or Apple TV Remote isn't working