Sky Stream PUCK IP061-ef-ant-UKIE-GHM. HDCP unauthorized. No video.

[mikeliuk]

Problem: Sky Stream UI is seen but no video plays using Sky, Netflix, Amazon Prime Video, YouTube, and iPlayer.

Attempting to play Sky or Netflix content shows a black video playing and eventually gives the message "HDCP unauthorized. Switch off your TV at the socket for at least one minute, then switch it back on" but following the instructions does not resolve. Amazon Prime Video shows black video playing and eventually the error "HDMI connection There's a problem with the connection to your TV. Try using a different HDMI cable. For more help, go to amazon.co.uk/videohelp". Trying another cable other than the one supplied by Sky does not resolve.

Steps to reproduce: disconnect all other devices from Panasonic TX-55EZ952B and connect Sky Stream Puck to HDMI 1. Start with all devices off and power on TV and switch to HDMI 1. Next power on the Sky Stream Puck. Attempt to play any video from Sky, Netflix, Amazon Prime Video, or YouTube and a black video is shown playing (a few megabytes a second when viewing data usage via WiFi hotspot). Carry out a Factory Reset to see the problem still presents.

Symptoms: Sky Stream UI typically comes up in 576p as if it is unable to negotiate a more suitable resolution such as 720p or 1080p. Manually setting Settings -> Picture and Sound -> Picture Resolution to 720p or 1080p does work for the UI. Reading online, HDCP should not be require for less than 4k so 1080P and certainly 720p and 576p should work but all resolutions fail to play back video.

The problem was not present from the beginning (device delivered under 24 hours ago). For about three or four hours the setup was going ok with Sky already authenticated, and logging into Netflix, Amazon Prime Video, and Disney+ working and showing video with sound. An issue was found where the Panasonic believed it was playing sound via TV Speakers rather than Home Cinema (KEF LSX II via ARC) while actually outputting via the KEF. Once the symptoms started presenting, attempts were made to revert and simplify the config to debug the issue but, sadly, it feels like the Sky Stream Puck has developed a fault shortly after being received.

[GD1]

@mikeliuk  HDCP is a requirement for HD, how old is the TV your using?  As it sounds like it isn't HDCP compliant.

[mikeliuk]

Bought around 2018 so quite old (almost seven years) but website claims HDCP 2.2 support:

HDMI (4K 60/50p with HDCP2.2): 4

https://www.panasonic.com/uk/support/discontinued-products/televisions/tx-55ez952b.html

My downloaded manuals have mention of HDCP without stating the version.

Currently on a debugging call with Sky so hopefully will update with further info.

[mikeliuk]

The support person kindly debugged with me from 1328 to 1456 and has dispatched a replacement Puck to be received either tomorrow or within the next five days.

The major part of the debugging was forcing an update along the lines of https://www.sky.com/help/articles/sky-glass-software-error?DCMP=ilc-skycom:na_startupip (reach via https://sky.com/startupIP ).

Debugging used primarily the HD and non-HD TV channels. Initially, no video but with sound was obtained but after trying things such as 1080i and 720p, even the sound was lost and this was in line with my debugging. Netflix was confirmed to have the same issue and the "HDCP unauthorised" error appeared sporadically.

A slight deviation from my results was that we failed to get video on a second device, ASUS PA27A, but very little time was spent on this; and my previous attempt before phoning Sky was that the issue was the same on the ASUS as seen on the Panasonic (I was toying with the idea of asking to borrow a friend's newer TV for debugging but I feel the writing was on the wall for this Puck).

[mikeliuk]

In a different thread, https://helpforum.sky.com/t5/Sky-Stream/Sky-pucks/m-p/4945255/highlight/false#M48629 it has been asked "Why was it connected to a 5G NSA mobile connection? Are you sure the Devolo poweline adapters are correctly set up and connected to your Virgin broadband router?"

Three UK 5G NSA mobile broadband provides the main internet connection for my property as I find FibreNest surplus to requirements and OpenReach does not serve this property. Yes, the Devolo powerline network is known-good over about 6 years of testing. Virgin Media also does not serve this property and the gateway is a Teltonika 5G NR mobile gateway (various routers and a firewall in the data path but I've also tested using a WiFi mobile hotspot to remove these complications to rule them out).

[mikeliuk]

Correction: "recovery process" done with Sky, not "forced update".

[mikeliuk · Accepted solution]

Got the replacement now. One difference noticed already is that during the setup phase when it claims UHD is being used, the Panasonic TV now agrees. There was also a colourful diamond shaped logo of the Puck, and Sky written in it that wasn't present with the faulty Puck.

From checking historical photos, the below Settings -> System Management -> System info matches which is reasonable. Testing continues.

Entertainment OS: 1.3

Build version: QS034.023.02P

Hardware model: IP061-ef

Remote control firmware version: 5103.4.8

UI version: 1.12.6

Platform version: 7.9p30s1

[AndrewF_UK]

@mikeliuk is that to say that it's working for you now?

[mikeliuk]

It's been working well today, but, as Sky advised, I'll be looking out for any unusual behaviour over the next days. 

The below combination is currently known-good for Sky, Netflix, and Amazon Prime Video apps.

Panasonic TX-55EZ952B

HDMI1: IP061-ef-ant-UKIE-GHM

HDMI2: KEF LSX II (ARC)

HDMI3: Roku Streaming Stick+