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Hi valdiviac,

If you've already factory reset the Apple TV as outlined below, we'd advise contacting Apple Support from here for closer inspection.

• Reset or restore your Apple TV to its factory settings

Use these steps to erase your Apple TV, restore it to its factory settings, and remove all information on it.

Reset your Apple TV 4K or Apple TV HD

1. On your Apple TV, go to Settings > System > Reset.
2. Choose a reset option:

• Reset: This option is the fastest way to return your Apple TV to factory settings. This option doesn't require an Internet connection.
• Reset and Update: This option returns your Apple TV to its factory settings and installs software updates. This option requires an Internet connection.

Keep your Apple TV plugged into power until the Reset process finishes. Then you can set up your Apple TV again.

Reset or restore your Apple TV (3rd generation) or earlier

1. On your Apple TV, go to Settings > General > Reset.
2. Choose one of these options:

• Reset All Settings: This option resets your settings, including your accounts and configurations.
• Restore: This option returns your Apple TV to its factory settings and installs software updates. This option requires Internet.

Keep your Apple TV plugged into power until the Reset process finishes. Then you can set up your Apple TV again.

You can see contact options for Apple Support here:

• Get Support

Take care.