craiglonie

Q: Hdcp problems on brand new iMac 5k

Hi Im getting an error message on my new iMac

 

 

This Movie cannot be played because its on a display that is not authorised to play protected movies try moving this window to a different display or disconnect any displays that are not HDCP autorised

 

 

The thing Is all my movies are bought from iTunes, this is an out the box iMac with nothing connected its the iMac screen im trying to watch the content on i've tried you tube all formats up to 4 k work fine netflix nothing works at all sd 1080p or 4k

 

Ive looked all over for a result on this and all i get are video converters but that can't be right this is apple stuff it should play on apple computers Ive been on to AppleCare but they think it could be the graphics card does anyone have a fix that isn't third party solution this should work out the box

 

running sierra non a 5k retina iMac

 

 

Thanks in advance for any help

 

 

regards

 

Craig

 

  Chipset Model:

  Type: GPU

  Bus: PCIe

  PCIe Lane Widt

  VRAM (Total): 4096 MB

  Vendor: ATI (0x1002)

  Device ID: 0x6920

  Revision ID: 0x0000

  ROM Revision: 113-C905AA-799

  EFI Driver Version: 01.00.799

  Metal: Supported

  Displays:

iMac:

  Display Type: Retina LCD

  Resolution: 5120 x 2880 Retina

  Retina: Yes

  Pixel Depth: 30-Bit Color (ARGB2101010)

  Main Display: Yes

  Mirror: Off

  Online: Yes

  Automatically Adjust Brightness: Yes

  Built-In: Yes

Posted on Sep 25, 2016 1:28 AM

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Q: Hdcp problems on brand new iMac 5k

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  • by rkaufmann87,Helpful

    rkaufmann87 rkaufmann87 Sep 25, 2016 8:04 AM in response to craiglonie
    Level 9 (58,870 points)
    Photos for Mac
    Sep 25, 2016 8:04 AM in response to craiglonie

    You have 90 days of free AppleCare telephone support, have you considered using it? If you were not aware that you had it, please click Complimentary AppleCare Support

     

    If for some reason you don't want to use it, you can   post an EtreCheck report of your system and we can look for obvious problems. Click the link, download and run the app and then copy and paste the complete report to your reply to this message.

  • by craiglonie,

    craiglonie craiglonie Sep 25, 2016 8:10 AM in response to rkaufmann87
    Level 1 (14 points)
    Desktops
    Sep 25, 2016 8:10 AM in response to rkaufmann87

    I know I have AppleCare and I have spoken to them, so far they are stumped but getting back to me on monday (tomorrow)

     

    I though I would start this thread incase anyone had a solution thats not third party

     

    I also wanted to start it as this problem is widespread and no one has an answer yet so when I get one from apple care I can post it here so someone in the future can find the solution easily because these issues drive us daft

  • by craiglonie,

    craiglonie craiglonie Sep 25, 2016 8:14 AM in response to rkaufmann87
    Level 1 (14 points)
    Desktops
    Sep 25, 2016 8:14 AM in response to rkaufmann87

    EtreCheck version: 3.0.5 (309)

    Report generated 2016-09-25 16:13:07

    Download EtreCheck from https://etrecheck.com

    Runtime 1:39

    Performance: Excellent

     

    Click the [Support] links for help with non-Apple products.

    Click the [Details] links for more information about that line.

     

    Problem: Other problem

     

    Hardware Information: ⓘ

        iMac (Retina 5K, 27-inch, Late 2015)

        [Technical Specifications] - [User Guide] - [Warranty & Service]

        iMac - model: iMac17,1

        1 4 GHz Intel Core i7 CPU: 4-core

        16 GB RAM Upgradeable - [Instructions]

            BANK 0/DIMM0

                8 GB DDR3 1867 MHz ok

            BANK 0/DIMM1

                Empty  

            BANK 1/DIMM0

                8 GB DDR3 1867 MHz ok

            BANK 1/DIMM1

                Empty  

        Bluetooth: Good - Handoff/Airdrop2 supported

        Wireless:  en1: 802.11 a/b/g/n/ac

     

    Video Information: ⓘ

        AMD Radeon R9 M395X - VRAM: 4096 MB

            iMac 5120 x 2880

     

    System Software: ⓘ

        macOS Sierra  10.12 (16A323) - Time since boot: about 6 hours

     

    Disk Information: ⓘ

        APPLE HDD ST2000DM001 disk1 : (2 TB) (Rotational)

            EFI (disk1s1) <not mounted> : 210 MB

            Recovery HD (disk1s3) <not mounted>  [Recovery]: 650 MB

            Macintosh HD (disk2) / : 2.11 TB (1.86 TB free)

                Core Storage: disk0s2 120.99 GB Online

                Core Storage: disk1s2 2.00 TB Online

     

        APPLE SSD SM0128G disk0 : (121.33 GB) (Solid State - TRIM: Yes)

            EFI (disk0s1) <not mounted> : 210 MB

            Boot OS X (disk0s3) <not mounted> : 134 MB

            Macintosh HD (disk2) / : 2.11 TB (1.86 TB free)

                Core Storage: disk0s2 120.99 GB Online

                Core Storage: disk1s2 2.00 TB Online

     

    USB Information: ⓘ

        Seagate GoFlexSatellite

        Western Digital My Book 1230

        Apple Inc. iPhone

        Broadcom Corp. Bluetooth USB Host Controller

        Apple Inc. FaceTime HD Camera (Built-in)

        Western Digital My Book 1110

     

    Thunderbolt Information: ⓘ

        Apple Inc. thunderbolt_bus

     

    Configuration files: ⓘ

        /etc/sudoers, File size 2299 but expected 1563

     

    Gatekeeper: ⓘ

        Mac App Store and identified developers

     

    Kernel Extensions: ⓘ

            /Library/Application Support/MacKeeper/AntiVirus.app

        [not loaded]    com.zeobit.kext.AVKauth (1.0 - 2010-10-25) [Support]

     

            /System/Library/Extensions

        [not loaded]    com.Belcarra.iokit.USBLAN_netpart (2.0.2 - 2016-09-23) [Support]

        [not loaded]    com.Belcarra.iokit.USBLAN_usbpart (2.0.2 - 2016-09-23) [Support]

        [loaded]    com.Cycling74.driver.Soundflower (1.5.3 - SDK 10.6 - 2016-09-23) [Support]

        [not loaded]    com.RemoteControl.USBLAN.usbpart (2.0.6 - 2016-09-23) [Support]

        [not loaded]    com.rim.driver.BlackBerryUSBDriverInt (0.0.52 - 2016-09-23) [Support]

        [not loaded]    com.rim.driver.BlackBerryUSBDriverVSP (0.0.45 - 2016-09-23) [Support]

        [not loaded]    com.seagate.driver.PowSecDriverCore (5.2.2 (26640) - SDK 10.4 - 2016-09-23) [Support]

        [not loaded]    com.tomtom.driver.UsbEthernetGadget (1.0.0d1 - 2016-09-23) [Support]

     

            /System/Library/Extensions/Belcarra.USBLAN_netpart.kext/Contents/PlugIns

        [not loaded]    com.belcarra.iokit.netpart.panther (1.6.1 - 2007-06-06) [Support]

     

            /System/Library/Extensions/Belcarra.USBLAN_usbpart.kext/Contents/PlugIns

        [not loaded]    com.belcarra.iokit.usbpart.panther (1.6.1 - 2007-06-06) [Support]

     

            /System/Library/Extensions/RemoteControl.USBLAN_usbpart.kext/Contents/PlugIns

        [not loaded]    com.RemoteControl.USBLAN.panther (1.6.1 - 2007-06-06) [Support]

     

            /System/Library/Extensions/Seagate Storage Driver.kext/Contents/PlugIns

        [not loaded]    com.seagate.driver.PowSecLeafDriver_10_4 (5.2.2 (26640) - SDK 10.4 - 2012-12-18) [Support]

        [not loaded]    com.seagate.driver.PowSecLeafDriver_10_5 (5.2.2 (26640) - SDK 10.5 - 2012-12-18) [Support]

        [not loaded]    com.seagate.driver.SeagateDriveIcons (5.2.2 (26640) - SDK 10.4 - 2012-12-18) [Support]

     

    System Launch Agents: ⓘ

        [not loaded]    6 Apple tasks

        [loaded]    164 Apple tasks

        [running]    101 Apple tasks

     

    System Launch Daemons: ⓘ

        [not loaded]    com.apple.jetsamproperties.Mac.plist (2016-08-26) [Support]

        [not loaded]    36 Apple tasks

        [loaded]    165 Apple tasks

        [running]    102 Apple tasks

     

    Launch Agents: ⓘ

        [loaded]    com.citrix.AuthManager_Mac.plist (2015-03-16) [Support]

        [running]    com.citrix.ReceiverHelper.plist (2015-03-16) [Support]

        [running]    com.citrix.ServiceRecords.plist (2015-03-16) [Support]

        [running]    com.epson.epw.agent.plist (2008-11-14) [Support]

        [loaded]    com.google.keystone.agent.plist (2016-09-13) [Support]

        [running]    com.hp.devicemonitor.plist (2012-05-26) [Support]

        [loaded]    com.hp.messagecenter.launcher.plist (2010-01-19) [Support]

        [running]    com.hp.productresearch.plist (2012-01-16) [Support]

        [running]    com.rim.BBLaunchAgent.plist (2010-12-17) [Support]

        [loaded]    com.trusteer.rapport.rapportd.plist (2010-09-05) [Support]

        [not loaded]    net.culater.SIMBL.Agent.plist (2011-09-02) [Support]

        [running]    rdmgrab.plist (2012-05-27) [Support]

     

    Launch Daemons: ⓘ

        [failed]    com.adobe.fpsaud.plist (2016-05-09) [Support]

        [loaded]    com.apple.aelwriter.plist (2011-10-11)

        [loaded]    com.barebones.textwrangler.plist (2010-07-22) [Support]

        [loaded]    com.google.keystone.daemon.plist (2016-09-13) [Support]

        [loaded]    com.microsoft.office.licensing.helper.plist (2014-02-26) [Support]

        [running]    com.rim.BBDaemon.plist (2010-12-17) [Support]

        [loaded]    com.rogueamoeba.hermes.plist (2011-08-30) [Support]

        [failed]    com.sonos.smbbump.plist (2014-01-03) [Support]

        [running]    com.trusteer.rooks.rooksd.plist (2010-09-05) [Support]

        [not loaded]    com.zeobit.MacKeeper.AntiVirus (2011-06-05) [Support]

        [not loaded]    com.zeobit.MacKeeper.plugin.AntiTheft.daemon (2011-09-23) [Support]

        [running]    rdmd.plist (2012-05-27) [Support]

     

    User Launch Agents: ⓘ

        [failed]    com.apple.SafariBookmarksSyncer.plist (2009-05-17)

        [failed]    com.plexapp.mediaserver.plist (2011-10-09) [Support]

        [running]    com.seagate.mediasync.plist (2012-12-18) [Support]

        [loaded]    com.spotify.webhelper.plist (2015-08-04) [Support]

        [running]    com.zeobit.MacKeeper.Helper.plist (2012-09-13) [Support]

        [not loaded]    jp.co.canon.Inkjet_Extended_Survey_Agent.plist (2012-06-18) [Support]

     

    Internet Plug-ins: ⓘ

        Google Earth Web Plug-in: 7.1 (2016-08-29) [Support]

        OfficeLiveBrowserPlugin: 12.3.6 (2015-05-21) [Support]

        Unity Web Player: UnityPlayer version 4.1.5f1 (2013-06-07) [Support]

        npBTEmailConfig: 1.0 (2009-08-27) [Support]

        NP2020Player: 4.5.2.0 (2010-01-11) [Support]

        Silverlight: 4.0.60531.0 (2011-10-08) [Support]

        FlashPlayer-10.6: 21.0.0.242 - SDK 10.6 (2016-05-19) [Support]

        QuickTime Plugin: 7.7.3 (2016-09-14)

        Flash Player: 21.0.0.242 - SDK 10.6 (2016-05-19) Outdated! Update

        iPhotoPhotocast: 7.0 (2010-04-14)

        SharePointBrowserPlugin: 14.6.3 - SDK 10.6 (2016-04-27) [Support]

        GarminGpsControl: 4.0.1.0 Release - SDK 10.6 (2012-01-06) [Support]

        EPPEX Plugin: 10.0 (2013-03-12) [Support]

        JavaAppletPlugin: 15.0.1 - SDK 10.12 (2012-07-27) Check version

     

    User internet Plug-ins: ⓘ

        Picasa: 1.0 - SDK 10.4 (2013-02-24) [Support]

     

    Safari Extensions: ⓘ

        Tweedact - Johnathon Williams - http://tweedact.com (2014-02-25)

        Add To Amazon Wish List - Amazon.com - https://www.amazon.com/wishlist?ref=cm_wl_saf_ext (2013-01-18)

     

    3rd Party Preference Panes: ⓘ

        Flash Player (2016-05-09) [Support]

        GoPro (2015-05-30) [Support]

        Perian (2009-12-17) [Support]

        Rapport (2010-09-05) [Support]

        SizzlingKeys (2009-06-02) [Support]

        Visage (2007-10-31) [Support]

     

    Time Machine: ⓘ

        Skip System Files: NO

        Mobile backups: OFF

        Auto backup: YES

        Volumes being backed up:

            Macintosh HD: Disk size: 2.11 TB Disk used: 259.24 GB

        Destinations:

            imac backup [Local]

            Total size: 499.76 GB

            Total number of backups: 66

            Oldest backup: 29/04/2016, 11:43

            Last backup: 25/09/2016, 15:48

            Size of backup disk: Too small

                Backup size 499.76 GB < (Disk used 259.24 GB X 3)

     

    Top Processes by CPU: ⓘ

             2%    fontd

             2%    WindowServer

             1%    kernel_task

             0%    rdmgrab

             0%    com.apple.AmbientDisplayAgent

     

    Top Processes by Memory: ⓘ

        2.50 GB    com.apple.MediaLibraryService

        1.41 GB    kernel_task

        836 MB    mdworker(24)

        803 MB    iTunes

        377 MB    com.apple.WebKit.WebContent(2)

     

    Virtual Memory Information: ⓘ

        3.94 GB    Free RAM

        12.00 GB    Used RAM (4.63 GB Cached)

        0 B    Swap Used

     

    Diagnostics Information: ⓘ

        Sep 25, 2016, 03:59:36 PM    ~/Library/Logs/DiagnosticReports/MacKeeper Helper_2016-09-25-155936_[redacted].crash

            com.zeobit.MacKeeper.Helper - /Applications/MacKeeper.app/Contents/Resources/MacKeeper Helper.app/Contents/MacOS/MacKeeper Helper

        Sep 25, 2016, 03:43:14 PM    ~/Library/Logs/DiagnosticReports/MacKeeper Helper_2016-09-25-154314_[redacted].crash

        Sep 25, 2016, 02:00:39 PM    ~/Library/Logs/DiagnosticReports/MacKeeper Helper_2016-09-25-140039_[redacted].crash

        Sep 25, 2016, 09:55:53 AM    ~/Library/Logs/DiagnosticReports/SIMBL Agent_2016-09-25-095553_[redacted].crash

            /Library/ScriptingAdditions/SIMBL.osax/Contents/Resources/SIMBL Agent.app/Contents/MacOS/SIMBL Agent

        Sep 25, 2016, 09:53:56 AM    Self test - passed

        Sep 25, 2016, 09:53:22 AM    ~/Library/Logs/DiagnosticReports/MacKeeper Helper_2016-09-25-095322_[redacted].crash

        Sep 25, 2016, 09:37:12 AM    ~/Library/Logs/DiagnosticReports/iTunes_2016-09-25-093712_[redacted].crash

            com.apple.iTunes - /Applications/iTunes.app/Contents/MacOS/iTunes

        Sep 25, 2016, 08:58:32 AM    ~/Library/Logs/DiagnosticReports/SIMBL Agent_2016-09-25-085832_[redacted].crash

        Sep 24, 2016, 10:56:45 PM    /Library/Logs/DiagnosticReports/photoanalysisd_2016-09-24-225645_[redacted].cpu _resource.diag [Details]

            /System/Library/PrivateFrameworks/PhotoAnalysis.framework/Versions/A/Support/ph otoanalysisd

        Sep 24, 2016, 10:05:07 AM    ~/Library/Logs/DiagnosticReports/iTunes_2016-09-24-100507_[redacted].crash

        Sep 23, 2016, 09:00:59 PM    ~/Library/Logs/DiagnosticReports/SIMBL Agent_2016-09-23-210059_[redacted].crash

        Sep 23, 2016, 07:50:26 PM    ~/Library/Logs/DiagnosticReports/SIMBL Agent_2016-09-23-195026_[redacted].crash

        Sep 23, 2016, 07:22:44 PM    ~/Library/Logs/DiagnosticReports/SIMBL Agent_2016-09-23-192244_[redacted].crash

        Sep 23, 2016, 07:22:41 PM    ~/Library/Logs/DiagnosticReports/rapportd_2016-09-23-192241_[redacted].crash

            /Library/Rapport/*/rapportd

        Sep 23, 2016, 04:52:46 PM    ~/Library/Logs/DiagnosticReports/MacKeeper Helper_2016-09-23-165246_[redacted].crash

        Sep 23, 2016, 04:11:23 PM    ~/Library/Logs/DiagnosticReports/rapportd_2016-09-23-161123_[redacted].crash

  • by Loner T,

    Loner T Loner T Sep 25, 2016 8:28 AM in response to craiglonie
    Level 7 (24,409 points)
    Safari
    Sep 25, 2016 8:28 AM in response to craiglonie

    Did this work on the same iMac prior to the Sierra upgrade? Can you run a SMC and NVRAM Reset and test?

  • by craiglonie,

    craiglonie craiglonie Sep 25, 2016 8:36 AM in response to Loner T
    Level 1 (14 points)
    Desktops
    Sep 25, 2016 8:36 AM in response to Loner T

    I took the mac out the box on friday started it up installed the back up and installed sierra then everything was working on the previous 2009 iMac

     

    i checked photos all good checks iTunes all good tried to play a movie and the problem presented itself Ive never transferred from a mac before im not that techie Im not bad but don't like messing with setting inside if you know what i mean so i called AppleCare and they said the tech guys were closed for and would call back monday

     

    Thats as far as ive got no i haven't done smh an nvram reset and test

  • by craiglonie,

    craiglonie craiglonie Sep 25, 2016 8:49 AM in response to Loner T
    Level 1 (14 points)
    Desktops
    Sep 25, 2016 8:49 AM in response to Loner T

    ok ran these test still nothing this is the errorScreen Shot 2016-09-25 at 16.46.47.png

  • by Loner T,

    Loner T Loner T Sep 25, 2016 9:02 AM in response to craiglonie
    Level 7 (24,409 points)
    Safari
    Sep 25, 2016 9:02 AM in response to craiglonie

    Did you install/restore from a OS X backup created on a 2009 iMac? What was the version of OS X on the 2009 iMac? What is the original version of OS X on the new iMac prior to Sierra Upgrade?

     

    I am running Sierra on a 2011 Mac mini and using Netflix to watch London Has Fallen without any Sierra issue on Safari 10. My external display is a Panasonic TV.

  • by Loner T,

    Loner T Loner T Sep 25, 2016 9:02 AM in response to craiglonie
    Level 7 (24,409 points)
    Safari
    Sep 25, 2016 9:02 AM in response to craiglonie

    craiglonie wrote:

     

    ok ran these test still nothing this is the error

     

    Is this after SMC and NVRAM Reset?

  • by craiglonie,

    craiglonie craiglonie Sep 25, 2016 10:04 AM in response to Loner T
    Level 1 (14 points)
    Desktops
    Sep 25, 2016 10:04 AM in response to Loner T

    it was yosemite on the 2009 mac the new mac had yosemite too the reason i upgraded was sierra wasn't available on the 2009m and i liked the look of it

     

    Thanks for your help today do you have any idea what it could be?

     

     

     

    Im not using an external screen just so you know this is the 27inch 5 k iMac screen im talking about

  • by Loner T,

    Loner T Loner T Sep 25, 2016 10:43 AM in response to craiglonie
    Level 7 (24,409 points)
    Safari
    Sep 25, 2016 10:43 AM in response to craiglonie

    What was the version of OS X on the 5K iMac before you restored Yosemite and then upgraded to Sierra?

     

    Based on OS X versions and builds included with Mac computers - Apple Support, your Late 2015 iMac should not have Yosemite.

     

    iMac

     

    iMacDate introducedOriginal Mac OS X included Later Mac OS X includedOS X Build(s)
    iMac (Retina 5K, 27-inch, Late 2015)Oct 201510.1110.11.115A4310, 15B42
    iMac (Retina 4K, 21.5-inch, Late 2015)Oct 201510.1110.11.115A2301, 15B42
    iMac (21.5-inch, Late 2015)Oct 201510.1110.11.115A2301, 15B42

     

    Is it possible to erase the internal disk and install/upgrade to Sierra without using your Yosemite backups?

  • by craiglonie,

    craiglonie craiglonie Sep 25, 2016 10:58 AM in response to Loner T
    Level 1 (14 points)
    Desktops
    Sep 25, 2016 10:58 AM in response to Loner T

    don't know it looked like the screensaver from yosemite could have been`mavericks i suppose i installed sierra right away  after it booted up from the backup never looked at the os

  • by craiglonie,

    craiglonie craiglonie Sep 25, 2016 11:02 AM in response to craiglonie
    Level 1 (14 points)
    Desktops
    Sep 25, 2016 11:02 AM in response to craiglonie

    sorry im such a doof it was el capitain on both by look of it i forgot about that one

     

    do you know how to fix it?

  • by Loner T,

    Loner T Loner T Sep 25, 2016 11:17 AM in response to craiglonie
    Level 7 (24,409 points)
    Safari
    Sep 25, 2016 11:17 AM in response to craiglonie

    Since you already have an El Capitan back up of iMac, unless you need a Sierra backup, I suggest you erase the internal disk and install a clean copy of El Capitan and test. If it works on El Capitan, clean install Sierra, not upgrade, and test. If it works on a clean installation of Sierra, use your Time Machine backup and only restore User content from Time Machine.

     

    Some of your KEXTs are not being upgraded/updated correctly.

  • by Old Toad,

    Old Toad Old Toad Sep 25, 2016 1:23 PM in response to craiglonie
    Level 10 (141,380 points)
    Mac OS X
    Sep 25, 2016 1:23 PM in response to craiglonie

    You've installed one of the most notorious malware apps for Macintosh, Mackeeper.  Read this User Tip which will point you to sites with instructions to uninstall it:

     

    Do not install MacKeeper

     

    Also uninstall all of the Seagate drive software.  It's not needed. macOS Sierra does not need any 3rd party software to mange external HDs.

     

    You also do not need any of the Citrix A/V software.  It only impends the performance of the Mac's system.  Uninstall it according to the developer's instructions.

    OTsig.png

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