HDMI troubleshooting for TELUS Business customers

High-bandwidth Digital Content Protection (HDCP) is a form of digital copy protection that prevents copying of digital audio and video content as it travels across connections. This latest standard HDCP 2.2 was enforced as a result of content producers’ demands to protect their content. HDCP2.2 was not yet implemented when 4K (UHD) TVs were initially manufactured.

However, most 4K TVs sold since 2015 are HDCP 2.2 compatible. To check if your TV is HDCP 2.2 compatible, check your owner’s manual, check the Business Support pages for your TV, or contact your TV manufacturer.

HDMI cable connection failure between your digital box/PVR and the TV can result in the following error messages:

These errors can be random and sometimes more frequent, but they can often be resolved with a few simple troubleshooting steps as outlined below:

Check and try different inputs on your TV. Specifically, look for the compatible connections on the back of the TV.

If the TV is HDCP compliant it should have the following types of HDCP compliant connections:

: Verify that the HDMI cable from digital box is plugged into one of these connections (HDMI (4K@60Hz), HDCP 2.2 or ARC)

Using your TV remote , make sure your TV is set to the correct input. : Your TV manufacturer may have a different name for the input button, for example TV/Video, Input, or Source button

Go to your TV manufacturer’s website and check if your Smart TV is on the most recent firmware as some of these connection issues are known to TV manufacturers and are resolved over time through firmware updates.