Content Protection Error.. Ticket #139433

Help and support for HDHomeRun DVR and HDHomeRun software for Windows 10, Mac, Android, XBox, etc.
neoark
Posts: 30
Joined: Wed May 27, 2015 8:12 am

Content Protection Error.. Ticket #139433

Post by neoark »

Hello,

I am getting Content Protection Error.

It doesn't work on iOS or Windows. Is there a way to debug the issue further?

On iOS I just get a blank screen or it freezes.

Image

NedS
Silicondust
Posts: 1890
Joined: Mon Dec 10, 2018 12:38 pm
x 63

Re: Content Protection Error.. Ticket #139433

Post by NedS »

We would like to get some diagnostic data:
  1. Please go to the http://my.hdhomerun.com/ site
  2. Click your HDHomeRun's device ID
  3. If it tells you that a firmware update is available, please install it
  4. Click System Status
  5. Check the Send diagnostic information box
  6. Go back one page
  7. Click Channel Lineup
  8. Click on Detect Channels
  9. After the scan finishes, open the HDHomeRun app
  10. Go into the app settings: the gear icon in the top right corner of the "Live/Recorded/Discover/Tasks" page
  11. Enable the option to Send diagnostic information
  12. Attempt to watch a DRM-restricted channel

Reply back to this post and provide us the device ID of your HDHomeRun and we will check the logs. You can find the device ID at the top of the my.hdhomerun.com web page as well as on a label on the bottom of the HDHomeRun itself.

neoark
Posts: 30
Joined: Wed May 27, 2015 8:12 am

Re: Content Protection Error.. Ticket #139433

Post by neoark »

NedS wrote: Tue Oct 20, 2020 3:55 pm We would like to get some diagnostic data:
  1. Please go to the http://my.hdhomerun.com/ site
  2. Click your HDHomeRun's device ID
  3. If it tells you that a firmware update is available, please install it
  4. Click System Status
  5. Check the Send diagnostic information box
  6. Go back one page
  7. Click Channel Lineup
  8. Click on Detect Channels
  9. After the scan finishes, open the HDHomeRun app
  10. Go into the app settings: the gear icon in the top right corner of the "Live/Recorded/Discover/Tasks" page
  11. Enable the option to Send diagnostic information
  12. Attempt to watch a DRM-restricted channel

Reply back to this post and provide us the device ID of your HDHomeRun and we will check the logs. You can find the device ID at the top of the my.hdhomerun.com web page as well as on a label on the bottom of the HDHomeRun itself.
Device ID 131DA6D3
Firmware: Latest
Diagnostic Information Sent channel #83, #1504

Thanks

neoark
Posts: 30
Joined: Wed May 27, 2015 8:12 am

Re: Content Protection Error.. Ticket #139433

Post by neoark »

Hello @NedS,

Checking in to see if there is any resolution on the error?

Thanks

nickk
Silicondust
Posts: 16592
Joined: Tue Jan 13, 2004 9:39 am
x 130

Re: Content Protection Error.. Ticket #139433

Post by nickk »

Key exchange is failing.

Try uninstalling and reinstalling the app on Windows.

The problem can also be caused by the network latency being too long.

Nick

neoark
Posts: 30
Joined: Wed May 27, 2015 8:12 am

Re: Content Protection Error.. Ticket #139433

Post by neoark »

nickk wrote: Mon Oct 26, 2020 9:36 am Key exchange is failing.

Try uninstalling and reinstalling the app on Windows.

The problem can also be caused by the network latency being too long.

Nick
Thanks Nick. On iOS I am getting blank screen. I wonder if the issue is Gryphon (https://gryphonconnect.com/) Wireless Router.

Have you guys ran into issue with it?

NedS
Silicondust
Posts: 1890
Joined: Mon Dec 10, 2018 12:38 pm
x 63

Re: Content Protection Error.. Ticket #139433

Post by NedS »

neoark wrote: Mon Oct 26, 2020 11:41 am
nickk wrote: Mon Oct 26, 2020 9:36 am Key exchange is failing.

Try uninstalling and reinstalling the app on Windows.

The problem can also be caused by the network latency being too long.

Nick
Thanks Nick. On iOS I am getting blank screen. I wonder if the issue is Gryphon (https://gryphonconnect.com/) Wireless Router.

Have you guys ran into issue with it?
Not that brand in particular, but it does stand to reason that a mesh based system could, in some situations/configurations, increase network latency.

neoark
Posts: 30
Joined: Wed May 27, 2015 8:12 am

Re: Content Protection Error.. Ticket #139433

Post by neoark »

Hello,

Ping is about ~21ms and everything is hardwired.

Image

Is there a way to get it working without replacing the router?

Thanks

nickk
Silicondust
Posts: 16592
Joined: Tue Jan 13, 2004 9:39 am
x 130

Re: Content Protection Error.. Ticket #139433

Post by nickk »

That would be the problem... you need a ping time under 7ms for DTCP to work.

neoark
Posts: 30
Joined: Wed May 27, 2015 8:12 am

Re: Content Protection Error.. Ticket #139433

Post by neoark »

nickk wrote: Mon Oct 26, 2020 6:35 pm That would be the problem... you need a ping time under 7ms for DTCP to work.
For some reason ping to HDHomeRun seems higher but normal ping is around 7ms-15ms.

foxbat121
Posts: 1923
Joined: Tue Jan 05, 2010 3:48 pm
Device ID: 131087C9, 13233B7C
x 8

Re: Content Protection Error.. Ticket #139433

Post by foxbat121 »

Ping to your local network addresses should be 0ms normally. That 20ms certainly means there is a significant issue in your LAN. I don't even get that high of ping when I ping internet addresses.

neoark
Posts: 30
Joined: Wed May 27, 2015 8:12 am

Re: Content Protection Error.. Ticket #139433

Post by neoark »

foxbat121 wrote: Tue Oct 27, 2020 7:01 am Ping to your local network addresses should be 0ms normally. That 20ms certainly means there is a significant issue in your LAN. I don't even get that high of ping when I ping internet addresses.
Some devices don't prioritize ping hence it shows more. I would love for HDHomeRun to show latency in logs makes it easy to debug.

foxbat121
Posts: 1923
Joined: Tue Jan 05, 2010 3:48 pm
Device ID: 131087C9, 13233B7C
x 8

Re: Content Protection Error.. Ticket #139433

Post by foxbat121 »

Yeah but I have never have my Prime respond PING more than 1ms even when it is streaming video. That's why I think you have a problem with your network.

neoark
Posts: 30
Joined: Wed May 27, 2015 8:12 am

Re: Content Protection Error.. Ticket #139433

Post by neoark »

foxbat121 wrote: Tue Oct 27, 2020 10:21 am Yeah but I have never have my Prime respond PING more than 1ms even when it is streaming video. That's why I think you have a problem with your network.
I found the issue. It was switch on the network that was super busy and for some reason it wasn't able to handle requests. I ordered a better TP-Link switch lets see if its any better.

neoark
Posts: 30
Joined: Wed May 27, 2015 8:12 am

Re: Content Protection Error.. Ticket #139433

Post by neoark »

Now I am running into another issue with Windows. The Windows app is freezing video/audio. Is there a way to debug the issue?

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