Cloud Streaming - I have a Black/Blank Video with Audio (HDCP Issue)

Issue: You see no video or a black square where video should appear but are still hearing the audio. You may be encountering issues related to HDCP. HDCP ensures that any connection between a playback device and a display device is secure. Swank content streams do not require HDCP, however many modern browsers may enforce HDCP even when playing content that does not require HDCP.

Note: This may also present as static flashing across the screen before going blank/black.

Resolution:

• Wired Playback: If you are using a laptop and the output is still an issue or you are getting an HDCP error, you can change your monitor settings from "mirror" monitors to "extend" monitors and drag the playback window to the external screen. This should allow playback without error.
  • Additional Troubleshooting Suggestions
    • Use a known good, HDCP compatible display - confirm with the manufacturer.
      • Try a different source connected to the display to test for HDCP compatibility, such as a Blu-ray player and connect that to the display. If you get black video in that scenario, the issue is most likely the display.
    • Use a known good HDMI cable.
    • Connect the display directly to the playback device using that HDMI cable.
    • If you are using an iPad to HDMI adapter. It might not support HDCP.  We suggest trying to test a configuration that does not use this adapter to see if that corrects the issue.
  • For further information regarding playback equipment that requires HDCP, we suggest contacting the manufacturer of the equipment.
    • Users of Vivi systems report that video playback works through Vivi Screen Sharing, but not the Play Video feature.
    • Users of Newline displays report that playback works when used with HDMI connected Chromebooks
• Wireless Playback: In our experience, wireless displays/projectors typically do not support HDCP. For that reason, we always recommend using a wired connection to an HDCP compatible display. If you are attempting to wirelessly connect to a display, you may be able to work around this limitation by turning off graphics acceleration support within the settings of Chromium-based browsers.  In the latest version of Chrome, that setting can be found here:
  • chrome://settings/?search=acceleration
    • 
    • However, please be aware that this work-around may change or be removed as browsers are updated by their publishers.
    • Ensure your playback device software/firmware are all up to date. Compatibility issues are sometimes resolved with updates.
  • AppleTV: If you are using an AppleTV, please be aware you have the option of either:
    • Mirroring the display to an AppleTV
    • Casting the video stream to an AppleTV via AirPlay
    • If you’re using an Apple device, we recommend using the Safari browser and the AirPlay casting process if possible as this usually provides a more reliable result.  For full details, please refer to the following document - Apple AirPlay, AppleTV Casting