hdcp error, itunes for windows

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Level 1

8 points

hdcp error, itunes for windows

i have a new (fall 2015) hp envy laptop with windows 10. i installed itunes and downloaded an hd movie and watched it on my laptop without any problem. a week later i tried watching it on our (older) hdtv and got the hdcp error. i tried a new hdmi cord, same problem. obviously the tv is not hdcp compliant.

heres the problem: now when i try to watch the same hd movie or another hd movie on my laptop screen (hdmi disconnected, dual screens deactivated), i still get the hdcp error. i tried uninstalling and reinstalliung itunes and it didnt help, the error persists. has anyone else had this persistent hdcp error even when no longer connected to an external tv/monitor? any suggestions on how to eliminate it?

thanks

null-OTHER, Windows 10

Posted on Nov 21, 2015 5:50 AM

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Answer 1

CarlAVII

Community Specialist

Nov 23, 2015 10:31 AM in response to Chaloney

Chaloney,

Thank you for using the Apple Support Community. Due to the nature of your issue or question you may find more information by using another one of Apple's support resources - https://getsupport.apple.com/GetproductgroupList.action.

All my best

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Answer 2

CarlAVII

Community Specialist

Nov 23, 2015 6:26 AM in response to Chaloney

Hi Chaloney,

I understand that, even having disconnected the unsupported display, you're getting an error message regarding HDCP. This may be due to a couple of different factors. In case you haven't yet, a simple solution is to restart your computer. If that doesn't do the trick, there are a few other things to consider in this situation.

One typical cause for getting this error is that there are screen sharing programs (VNC, TeamViewer, Chrome Remote Desktop and LogMeIn are examples) that are running. These apps can appear as an HDCP non-compliant display, thus causing iTunes to still see a non-compliant display and preventing you from watching your purchased content.

Alternatively, it may be that a driver for the TV is still being loaded by your computer. You may need to check in Device Manager for the disconnected TV and uninstall it if it still appears there. The steps for accessing the Device Manager varies for different versions of Windows (see below), while the process for uninstalling a device (driver) remains the same. Once in the Device Manager, right-click the device and then click "Uninstall."

Device Manager in Windows 10: http://windows.microsoft.com/en-us/windows-10/open-device-manager
Device Manager in Windows 8: http://windows.microsoft.com/en-us/windows-8/where-is-device-manager
Device Manager in Windows 7: http://windows.microsoft.com/en-us/windows/open-device-manager#1TC=windows-7

Cheers!

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Answer 3

Chaloney Author

Level 1

8 points

Nov 23, 2015 6:50 AM in response to CarlAVII

Thanks for the tips. I thought it probably was the screen-sharing software and I've done everything I could think of to find and deactivate it, but I will try looking some more. The laptop has an nvidia 940m graphics adapter and the built-in Intel 5500 (I think) adapter. It appears the screen sharing is a feature of the Intel adapter bit I will look for specific software.

Restarting the computer was the first thing I tried. I did try looking in the device manager and I only see the nvidia and intel display adapters, I didn't see any other display drivers but I will check again. after posting, I tried it on a brand new TV (also didn't work). Most recently I have completely uninstalled all apple software, including all apple registry entries, but I ran out of time for further testing. I'll look for the software and driver issues above then try hd content from a different source. Then I'll try reinstalling iTunes.

Thanks for the input

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Answer 4

Chaloney Author

Level 1

8 points

Mar 16, 2016 7:14 PM in response to Chaloney

so deleting itunes and then deleting ALL of the apple-related registry entries then later reinstalling itunes worked. i finally downloaded the movie again and just tried it and it played on the laptop without the error. looks like something in itunes is remembering that a non-hdcp-compliant display was connected somewhere in the registry. hopefully some apple person will read this and track down and eliminate the bug that causes this.

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