Subject:  Apple TV app v6.0.0 issues - A black screen is displayed when login

Question:

How to handle the Apple TV app v6.0.0 issues related to a black screen displaying during login on Y18~20 Smart TVs?                                                         

Symptom:                                                                             

After releasing Apple TV app (6.0.0 version), below issue can be occurred  

A black screen is displayed when login.

After that, pressing the return key will display the home screen.

Cause:                                                                        

Apple TV server issue (Not Samsung issue)

Answer:

Explain to the customer that the issue is caused by an Apple TV server problem, which is outside of Samsung's control.

Inform them that Apple TV providers are expected to fix the issue by Q1 2021.

Advise users to press the return key when they encounter the black screen.

Stress that service orders should not be created for this issue.