Content Protection Error.. Ticket #139433

[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.

[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]

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]

Hello @NedS,

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

Thanks

[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]

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]

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]

Hello,

Ping is about ~21ms and everything is hardwired.



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

Thanks

[nickk]

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

[neoark]

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]

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]

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]

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]

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]

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