HDMI error message

[PhilipB82]

Hello

I am getting a HDMI error message displayed on my screen when I switch to NOW TV from other inputs. The message only stays for a split second then the NOW homepage loads. It never does it whilst watching content. I've tried the following... 

Changed cable

Unplugged cable, TV and NOW box

Tried cable in different HDMI ports

I don't know how you upload a picture as I'm posting from my phone for the time being.

Its a black screen with write writing. The error code it gives is 020. The top line reads 'To play this content, all HDMI connections must support High bandwidth Digital Content Protection (HDCP). Then it gives you steps on unplugging the cable, turning everything off...etc which I've tried.

My Freeview box and DVD player is unaffected. 

What could this be? Faulty box?

Thanks

Philip

[schnapps]

Hi @PhilipB82 

Sounds like a HDCP 2.2 conflict between your Television & NowTV box.

I get the exact same problem between my Panasonic 4K TV and NowTV 4K smart box where i have reported this issue to the NowTV Support Team and i have tried everything that i can think of.

Doesn't happen on any other of my 4K playback devices that uses the HDCP 2.2 protocol.

If you are using a 4K TV make sure under the HDMI TV settings that you are using profile 2.2 and not HDMI profile 1.4 and if you are using a NowTV 4K Smart box under the Display settings if you are not interested in the Netflix 4K, YouTube 4K & BBC iPlayer 4K limited content, then see if the error message appears if you use profile 1.4 on the NowTV Box.

Also can you test the NowTV box on another television in your home ?

Out of curiosity what is the make & model number of your television and which version of the NowTV box are you using ? 

[schnapps]

Hi @PhilipB82 

Does it look like this photo which i struggled to take because for me the HDCP message was for a split second and random so it was difficult for me to take a photo hence the bad picture quality.

[PhilipB82]

@schnapps

I can try it on another TV.

My TV is an old unit, it's not 4K. It's Philips 42PFL5603D/10. NOW box model is 4200SK software version is 9.0.3 build 4070-10.

I'm not sure if I can change the HDMI profile but the NOW box display is 1080p HDCP 1.4.

Yes the message is very similar to yours but doesn't included the 2.2 bit.

Thanks 

Philip

[schnapps]

Hi @PhilipB82 

HDCP 2.2 version relates to 4K televisions and 4K playback devices so ignore the bit about the 2.2 profile on either your Phillips HD television and black NowTV box.

Have you tried going into the nowtv box settings and change the Display output to 720p to see if that makes any difference even though looking at your Phillips TV specification it's a 1080p television ?

[schnapps]

Hi @PhilipB82 

There is also a NowTV help article here about the HDCP message.

https://help.nowtv.com/article/purple-screen-no-picture-on-now-tv-box-stick 

[PhilipB82]

Yes my TV supports 1080p but I still get the message even at 720p.

Just tried it on my daughters TV and it displayed the same message. 

I'll have a look at the link you sent. 

Thanks

[schnapps]

Hi @PhilipB82 

If the HDCP message is happening on two different televisions with two different HDMI cables then this points to a issue with the NowTV box.

Not sure what else to suggest apart from bin the box (if out of warranty or live with the annoying HDCP message for a split second).

You could try live chat (even if the box is out of warranty), where you may strike lucky and they will offer you a free replacement stick (very unlikely though, but if you don't ask you don't get).

Otherwise look at a replacement NowTV box or stick from an Authorised NowTV Retailer.

PS - Forgot to mention if you are going to bin or recycle the box go into the box settings under Advanced System Settings and Factory reset the box to remove all your account information from it.

[schnapps]

Hi @PhilipB82 

Last resort you could try step 6 on the link below and if that fails try step 2 full factory reset and setup the box from scratch again (can't guarantee it will work, but worth a try).

https://help.nowtv.com/article/troubleshooting-now-tv-box-stick 

[PhilipB82]

I've reset my box twice before and I have the latest software. 

I also suspect the box is faulty. I have another issue with the picture occasionally going blurry/pixelated. I don't think it's my Internet connection as most of the time the signal is 'good' and speeds are ample. 

I have been thinking about replacing the box with a stick anyway but now might be the time 👍

Thanks for your help, I appreciate it. 

Philip

[Matthew1234567]

I use a Samsung Q9FN  (flagship 4K model) and confirm i sometimes get this error message when viewing content from Roku streaming stick + whether or not it is 4K content.  Appears on screen randomly before disappearing and doesn't do this with any other device.  i have used 2 separate Roku's and each does the same and have changed the Roku settings to of no avail.  I'm wondering if it's down to the sub-par non-replaceable HDMI cable that comes with the unit as i can't believe it would be the TV as it's a recent flagship model.  Does anyone have any further ideas??

[Matthew1234567]

Correction to the above.  The Streaming Stick+ connects directly to the HDMI Port, not via a separate cable, and gets it power connected via mains.  I'm now thinking, looking at the Roku forum, it's a firmware issue that only effects certain TV's?

[PhilipB82]

@schnapps

Just a quick question about the stick....

Would the WiFi signal be negatively affected if it's plugged into a port behind the TV? However I do have a HDMI port at the side too.

Philip

[schnapps]

Hi @PhilipB82 

I would say the side HDMI port on your television may work better, but try both and check the wifi signal reception on the stick by going into the stick menu settings under Network, then About.

Should the wifi signal be poor on both HDMI ports then maybe look at a small HDMI extender flylead to move the stick slightly away from the casing of the television.

If you can get away with Ethernet, then maybe consider a NowTV 4K Smart box when they are on sale for £25 (even though your television is HD) which has an Ethernet option for a more reliable stable streaming experience and in my opinion the wifi seems to work better on my setup with the NowTV 4K Smart Box compared to my NowTV stick.

Perhaps go with the stick which is cheaper and maybe buy the stick from a retailer which will give you a full refund if the stick wifi reception performance is poor where your television is located.

PS - Can't guarantee though that the HDCP message will not appear on your television with either the NowTV stick or the NowTV 4K box.

[sdan10]

i have been getting error about hdmi for a few seconds i have now sticks 

only started after new software update .its that fast i only got i think hdp i think its black back ground with red letters can some one help me

[Amiga1200]

I've been getting the same thing recently. I only use my NowTv stick for Disney and Prime now that I've cancelled all my NowTV packages due to the adverts and its mainly the Disney app with this error for me. I'm guessing it's due to the recent software update that's maybe too much for the older hardware. 

It mostly seems to just flash up for a second, mostly.

I had to unplug the other night though after the stick froze on that HDMI copy protection screen. Its been running slow since the the whole Now-minus-the-TV reskin so I've ordered myself a 4k Firestick while they are on sale. Maybe worth checking out the current Amazon device sale too.

[RoyB]

as the message only flashes up and then goes, it seems to me that maybe the Stick is a bit hairtrigger, or the TV is a bit slow.

Or both.

Basically, what’s happening is:-

Stick: Hello TV, can you handle HDCP 2,2?

TV: (Silence….)

Stick: So that’s a No, then, I’ll just put this message on the scre…..

TV: Yes.

Stick: OK then! Belay the message, let’s start this session!

[Amiga1200]

I don't think its the TV. It's the same TV it's been plugged into all this time. I assume it's the sticks OS being too bloated now so it cant keep up with the copy protection.

My NowTv sticks days are numbered anyway. I'm replacing the Chromecast on my main TV with a 4K FireStick so I'll replace the NowTV stick with the Chromecast on my other TV and bin the rebranded Roku.

[sdan10]

i think i will get fire stick to use it do you need to put in bank info 

to set up not to happy if you have to for to play app 

[RoyB]

@sdan10 

https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=G32KYQ2NQA9YVGQW

[sdan10]

thanks for link royb