Apple TV Devices Showing Blank Screen and Stuck in Kiosk ModeSolved

Hello,
Thank you for the detailed description. A blank screen on Apple TV after applying a Kiosk policy typically occurs when the app configured in the Kiosk profile is not present on the device.

To resolve this:

1. Ensure the application is installed via a Required Apps Policy (applicable to both Enterprise apps and Store apps purchased via VPP).
2. Enterprise apps can also be deployed using the Install Application remote action.
3. However, standard Store apps (non-VPP) must be manually installed directly on the device.
4. After confirming the app is installed, reapply the Kiosk policy.

Additionally, if you are using an enterprise app, please verify that the uploaded .ipa file in the Hexnode app repository has not expired.

Once the application is properly installed, the Kiosk configuration should load correctly instead of displaying a blank screen.

Best Regards,
George
Hexnode UEM

That makes sense. We checked and realized the affected Apple TVs did not have the required app installed before the Kiosk policy was applied. We removed the policy and are attempting to correct it. However, now a few devices remain stuck in Kiosk mode even after the policy has been disassociated. They are not responding to changes from the console.

Hello again,

If the device remains in Kiosk mode even after the policy has been disassociated, this typically indicates that communication between the device and Hexnode has been interrupted.

In most cases, this happens when the device has lost its internet connectivity. Since Kiosk mode changes require the device to receive updated commands from the server, a network disruption would prevent the device from exiting Kiosk mode.

Please verify that the affected Apple TVs are connected to a stable internet network. Once connectivity is restored, the device should receive the updated policy state and exit Kiosk mode accordingly.

Best Regards,
George
Hexnode UEM

Sorry, you were right, it seems like these are Mistakes 101. After checking physically, we found that the data cables behind those Apple TVs were damaged, which caused the loss of internet connection. Once we restored connectivity, installed the required apps properly, and reapplied the Kiosk policy, everything worked as expected. Thanks for the guidance.