Error 669 On Demand

[Marcrod66]

Hi All,

I get the error 669 with on demand content. I can restart the box and it will work for a little while, but then the error comes back. My set up is a V6 box, Sony TV and a Sony Amp. I can view recorded content, so not a playback issue. All HDMI cables are recent.

Thanks in Advance

[japitts]

Is your V6 connected to your TV directly, or do you have any AV kit in-between? Is your TV a 4K/UHD one?

If either applies, then an HDCP2.2 compliance issue is the first thing to eliminate - dropping the video output to 1080 via the Help & Settings > Display menu will prove that either way.

What's the model numbers of your AV kit?

[Marcrod66]

V6 is via a Sony AV to Sony 4K TV. All HDMIs are 2.1 and AV supports HDCP 2.2 (Sony STR DH-790).

I’ve tested all the formats and they work. Once I’ve reset the box it works for a couple of days/weeks and then the same problem. Really frustrating. Sometimes I can get it to play a demand movie via the ‘search’ function, as apposed to the ‘sky premiers’ function.

[Kath_F]

Hi Marcrod66,
Thanks for your post and I'm sorry to hear about the issues you have been having with this error. I'm happy to take a look in to things but I've been unable to locate you on our systems using your forum credentials. I will need to confirm some information with you in order for me to proceed with checks. 
I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.
Thanks,

[Kath_F]

Hi Marcrod66, 

Thanks for coming back to me via private message and confirming that the TV and AV both support HDCP 2.2. 

We need to see if things work without the AV so please disconnect this and connect the V6 directly to your TV. Once you've done this, please reboot the V6 box and check to see if the On Demand content is now playing. 

If On Demand does work after disconnecting your AV equipment this would mean that your equipment does either not support HDCP 2.2 copy protection or that it is not currently enabled within the equipment settings. Please check the manual for your equipment to see how to fix this. While your V6 box is directly connected to your TV you should not see the error again
If it doesn't then we will need to raise this to another team for them to look further into things for you. 

Many thanks,