Display does not support HDCP

[deltamike]

This display does not support HDCP.

Please disconnect your HDMI connection

I have just returned from 3 months abroad, and when I powered up my SKYHD box, the above message came up, then blue screen. The box is connected to my Samsung plasma TV with HDMI cable. Nothing different there!

I have tried a multitude of remedies through various forums and posts on the internet and nothing works other than to watch SKY via a scart cable, but  obviously I cannot get the HD that I pay for.

I can see that this problem has been with SKY for years now, with little, as far as I can see, in the way of a fix.

Any help out there please????

[deltamike · Accepted solution]

Called Samsung today.

The initial upshot was that Samsung would not upgrade the firmware on SKY+HD boxes if it were manufactured by Amstrad.

I was told I would have to bear the cost of any "repair" as they put it, as the TV was out of warranty. I was told if it were a Thomson box, it would be ok. This latest update from Samsung World HQ call centre, or whereever it is, was a direct contradiction from the email I was initially sent by Samsung UK Tech Support.

Not happy with this, I called them back and dictated the inital email re the free "repair" I was initially promised. I was told to email Samsung again ! (the reason being is that emails go elsewhere other than Samsung HQ call centre.

I emailed as instructed, attaching the original email re the free repair!

I received a phone call within 30 minutes from Samsung UK, apologising profusely for the "rubbish" spouted by the Samsung call centre during my previous 6 contacts with them since receiving the initial email from Samsung UK (free repair).

Samsung UK told me that they had indeed, now authorised a free upgrade at my nearest Samsung service centre (8 miles away), despite it being out of warranty. They say that samsung UK are aware of this problem, but Samsung World call centre (the place where all 0330 726 7864 calls are diverted to), have no comprehension of it.

The nice lady from Samsung UK (Helen) told me they obviously have a staffing knowledge issue at Samsung call centre and would take steps to rectify it !

Basically, my advice to anyone who has the HDMI / HDCP problem with their SKY+HD boxes and Samsung TVs is to contact them via the email contact form on the Samsung UK website. DO NOT call Samsung using the 0330 number.

[Annie+UK]

Power off the Sky box and TV then power them back on in a different order. The HDCP handshaking has failed the when you powered them up before.

[deltamike]

"Different order"..you mean power them back on, TV first, then SKY box?

Thanks

[Annie+UK]

Yes, if last time you did box then TV, try TV then box.

[deltamike]

That did not work either.

Honestly I have tried many attempted solutions to this problem that I have seen on different forums, and nothing seems to work.

I just dont understand how it worked a couple of months ago but not now...nothing has changed?

[Erinn-R]

Hi deltamike,

Sorry to hear that you are continuing to experience this messaging relative to HDCP. I can only imagine how frustrating this is given you have been searching for a definitive solution for some time.

One of our other community members had been experiencing a similar issue and has posted the steps they took to resolve this which may be worth trying if you have not already.

You can find the post outlining these steps here

Do let me know if this resolves the issue for you

Look forward to hearing from you

[deltamike]

Thanks for that. The posts referred to were one of the first I saw during my search of the net for a solution to this problem, before I posted on this forum.

Neither of these steps worked, and I am looking for something new to try to resolve this.

[Mrcrtking]

Powering things up in differant order WILL MAKE NO DIFFERANCE, regardless of what you power on or off first the first thing the 2 chips (1 in tv and 1 in sky HD box) that deal with HDMI do is handshake and identify the EDID equivelant and to confirm what each other are / can accept, HDCP etc.

You could try a blue ray palyer or PS3 in same HDMI of Samsung TV the one you had sky HD in)  if that works this would kind of eliminate TV.

Sky HD box on a differant HDMI port or differant TV would eliminate HD box.

If both work on other devices then possibly a firmware issue in the TV or HD box, perform factory default on TV and / or Sky HD box.

Get the latest firmware for the HD box

Firts make sure you have a decent signal (services, settings, signal) if you have then:

Unplug mains form SKY HD box, Press and hold "Backup" button on Sky HD box (not remote) and then while holding this down button power the box back up, keep holding the backup button down for all this time, after 10 - 20 seconds a load of white text appears saying firmware update don't unplug wait 1o mins and all the lights light up on front of HD box, this will update the firmware on the HD box, one this white text shows and LEDs light up you can let go of backup button, wait till the box finishes and resets then wait 3 mins after red light comes back on and power it up.

On the engineering channel of terestrial digital TV (via aireal) there are very oftern firmware updates broadcast for various makes and model of TVs I think this affects the EPG and digital tuner options but it might be worth a look to see if your TV needs an update or if there is an update from Samsung avalialbe, most TVs nower days have a Com port on the back and using a terminal server can upload the new firmware via the serial port (takes ages like 20 mins @ 9600 baud) do this at own risk as you can brick your TV if something goes wrong.

Hopefully one of these will solve your issue.

TV repair engineer 20 years exp.

[Erinn-R]

Hi there mike,

Thanks for getting back in touch. I did suspect this may be something that you had previously tried.

The comprehensive steps outlined by @Mrcrtking certainly sound promising in terms of diagnosing the root cause of the issue and i myself bow to their superior knowledge on the subject so i would certainly look to follow the steps above to see if this resolves the issue

Do keep us updated with your progress

Thanks again

[deltamike]

Thanks, I have done everything except the last paragraph, but without success. Firmware all up to date.

I have contaced SAMSUNG regarding the TV, Model LE32R73BD, and am just waiting a response.

I tried a new set of HDMI cables, and used an HDMI switch to eliminate any power issues, but as I say nothing works. Usually, what happends is that I get the message to connect to a broadband router, and when I press BACKUP, it goes to the Planner screen for about 1 second, then reverts to a message saying that the display does not support HDCP and to disconnect the HDMI cable from the TV.

[deltamike]

Received response from Samsung this evening.

Apparently, although HDMI and HDCP compliant, they say my Samsung TV, model LE32R73BD will require a firmware update to receive the HD signal from the SKY+HD box.

Free of charge, they will send a USB stick with the firmware update within, and I should plug it into the TV, then phone Samsung for further instructions. They say after the firmware update, receiving HD will be no problem.

I will update the forum once I hopefully get it up and running on glorious HD again !

[sirnukem]

Tv firmware sounds good to me, hoped that dies solve the issue and it helped you (o:

[deltamike]

Samsung ha ve a problem in that they said they would send a USB stick, however, the model of TV does not have a USB port.

Numerous calls to Samsung and their appalling Customer Service have found another problem.

They want to know the brand of the SKY+HD box. It says SKY is the manufacturer and Made in China, but Samsung wont accept that. They say they need a brand and model number before they can proceed with a fix.

Can anyone help, its the new SKY+HD box (not the 1TB one), that has the long silver eliptical shape to the front panel.

Any help appreciated.

[Annie+UK]

Sky (Amstrad) DRX890-C

[deltamike]

Brilliant, thank you.