HDMI troubleshooting for TELUS Business customers

Troubleshoot issues with your Business Optik TV HDMI signal

What is HDCP?

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:

  • Your television cannot support HDCP video over your high definition connection. (H1001)

  • Unable to display video service over HDMI. HDCP link integrity check failed. (H1005)

  • “No Signal” message

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

Quick fixes

  1. Make sure the HDMI cable is securely connected into each unit.

  2. Try the following sequence

    • Turn your digital box off

    • Turn your TV off

    • Wait about 10 seconds

    • Turn your TV on

    • Turn your digital box on

  3. Check your HDMI cable

    • Ensure it is labelled “High speed HDMI.”

  4. Try a different HDMI cable

    : If you do not watch 4K programming you can try a component cable.

If the problem persists

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

To verify your TV is HDCP compliant:

  • Check the box that comes with your television.

  • Consult your TV user manual. Read the
    video-cable section
    and see if it lists HDCP anywhere among the definitions of video ports. If it does not, your television is likely not HDCP-compliant.

  • Call the customer service line for the manufacturer of your high-definition television. Give the representative the model number of your television and ask if it is HDCP-compliant.

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

  • HDMI (4K@60Hz)

  • HDCP 2.2

  • ARC

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

Verify you have selected the correct output on your TV menu

Using your TV remote
input button
, 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

  • Try to look for HDMI, HDMI 1 or HDMI 2.
    : If you don’t have your TV remote try using the input button on the TV itself.

  • You may need to press the
    input button
    to cycle through the inputs.

  • When cycling through each of the inputs, wait for 10 seconds on each selection so the television can establish a connection to any connected devices.

  • Try resetting your remote. Visit
    Program your Slimline Remote

  • Verify that you do not have any devices (such as an audio receiver) between your digital box and your TV that is NOT HDCP compliant. (If you do have a non-compliant device, you may need to use a secondary audio connection on the TV).

  • Alternatively you can use an optical cable to connect your audio receiver to the TV

Ensure that your TV firmware is up to date

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.

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