BrightEye 83‑H – Streaming or Movie Content Not Displaying

Potential Symptoms

    • PowerPoint or desktop displays correctly
    • Streaming services (Netflix, Apple TV, Blu-ray) do not display
    • Blank or black screen during video playback

Environment

BrightEye 83‑H with HDMI source (streaming device or laptop)

Cause

    • HDCP-protected content is being used
    • Licensing has not been enabled on the BrightEye device

Protected content is muted by default and requires activation [dd5802359 | PDF]

 

Resolution

    1. Confirm that non-protected content works:
        ○ Verify PowerPoint or desktop display
    2. Confirm that problem occurs only with protected content
    3. Verify licensing status:
        ○ Ask customer if license was requested and applied
    4. If licensing is not complete:
        ○ Direct customer to licensing process
        ○ Ensure license code is entered via BrightEye software
    5. Re-test protected content after licensing is applied

For Temporary Operation

    • Use non-protected content only
    • Use alternate source without HDCP protection

KB ID: 000032156

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