- TVs
- TV set-top boxes
HDCP 2.2
Movistar HDCP 2.2 on UHD decoder: 4K HDMI signal problem
Risk level
Low
Usually safe to check without specialist tools.
Urgency
Low
Quick answer
If you have trouble viewing 4K UHD content or lose HDMI picture or sound on your Movistar Plus+ UHD decoder, plug the Telefónica-supplied HDMI cable into a TV HDMI port that supports HDCP 2.2 and 2160p50, and check Configuración > Modo de pantalla.
Safety first
Stop and check this first
- Connect all HDMI cables before plugging the devices into mains power, and never attempt to bypass HDCP 2.2 copy protection: always use a 4K and HDCP 2.2 compatible TV HDMI input.
- Do not stack the UHD decoder on top of other electronic equipment or heat sources, and never open its casing if the HDMI output fails.
Safe checks you can perform
- Move the HDMI cable to a TV port that supports 4K and HDCP 2.2
- Check Configuración > Modo de pantalla in the Movistar Plus+ menu
- Verify the HDMI source and power-on order when using Home Cinema or Dolby
Leave these tasks to a qualified professional
- Do not attempt this professional task: Check 4K, HDCP 2.2 and Dolby HDMI support in the TV documentation
- Do not attempt this professional task: Fault ticket and decoder inspection with Movistar official support
What a technician must be able to justify
Technician visit
These are the steps they must carry out and show you. Tick them as they work: if steps are skipped, do not accept a part swap.
These are not instructions for opening or handling the equipment yourself. They are the checks that should support a technical conclusion.
Check 4K, HDCP 2.2 and Dolby HDMI support in the TV documentation
What they doUsing the TV and Home Cinema manuals, confirm which HDMI inputs support 4K at 2160p50, HDCP 2.2 copy protection, HDMI ARC and Dolby Audio passthrough.
They must show youthe page of the TV manual listing the HDMI ports that support 4K, HDCP 2.2 or HDMI ARC.
In writingthe TV model, the HDMI input used for the UHD decoder and the Modo de pantalla setting applied.
Fault ticket and decoder inspection with Movistar official support
What they doIf video output still fails after testing another HDCP 2.2 HDMI input, using the supplied HDMI cable and restarting the equipment, the operator's official support checks the unit and arranges repair or replacement.
They must show youthe tests carried out across different TV HDMI ports and with Automático selected in Modo de pantalla.
In writingthe fault ticket number in Mi Movistar, the UHD decoder model and whether a cable or unit replacement was approved.
Before accepting a part or repair
Nothing has been shown yet. Do not accept a part swap based on the code alone.
Follow these steps
Note: Follow the documented order. An error code identifies the affected system, but it does not prove by itself which part has failed.
Move the HDMI cable to a TV port that supports 4K and HDCP 2.2
- Who:
- you, with your television's user manual on hand.
- How:
- check your TV manual to see which HDMI input supports 4K, HDCP 2.2 content protection and 2160p50 resolution. With the devices unplugged from power, connect the Telefónica-supplied HDMI cable from the decoder's HDMI port to that TV input.
- Result that matters:
- the HDMI link meeting both the copy protection and resolution requirements for 4K UHD playback.
- If switching to the HDCP 2.2 port restores 4K playback:
- leave the decoder connected to that HDMI input.
- If no picture appears on screen:
- use your TV remote to select the matching HDMI input source manually.
- Evidence to keep:
- which TV HDMI port numbers were tested and which one the TV manual lists as 4K and HDCP 2.2 capable.
Evidence: Manual del Descodificador UHD Movistar Plus (ARRIS VIP5342) · Manual del Descodificador UHD Smart WiFi Movistar Plus (ARRIS VIP5242W) · Guía de autoinstalación del Descodificador UHD en 5 pasos
Check Configuración > Modo de pantalla in the Movistar Plus+ menu
- Who:
- you, from the main Movistar Plus+ menu.
- How:
- open the Movistar Plus+ menu and go to Configuración > Modo de pantalla. Confirm that Automático is selected, or manually select a UHD resolution (2160p at 25 or 50 fps) or HD resolution (720p, 1080i, 1080p) supported by your TV.
- Result that matters:
- the decoder outputting a video mode that matches your television without black screens or playback drops.
- If Automático or a compatible manual resolution gives a stable picture:
- keep that display mode saved.
- If the picture is fine but a Dolby title has no sound:
- move on to the Dolby Audio HDMI check.
- Evidence to keep:
- a photo of the selected option under Configuración > Modo de pantalla and the active resolution.
Evidence: Manual del Descodificador UHD Movistar Plus (ARRIS VIP5342) · Manual del Descodificador UHD Smart WiFi Movistar Plus (ARRIS VIP5242W) · Descodificador UHD Movistar Plus+: especificaciones y preguntas frecuentes
Verify the HDMI source and power-on order when using Home Cinema or Dolby
- Who:
- you, if an external sound system is connected or HDMI audio is missing.
- How:
- do not plug your devices into wall power until all HDMI or S/PDIF cables are connected; then switch on and configure in the exact order shown in the Dolby guide: 1 Televisor, 2 Home Cinema and 3 Descodificador, and check Configuración > Dolby Audio.
- Result that matters:
- the HDMI input selected on both the TV and Home Cinema delivering picture and the Dolby verification sound.
- If you hear the verification sound and see the picture:
- the HDMI or HDMI ARC chain is properly set up.
- If your TV does not support Dolby Audio over HDMI (such as pre-2015 Samsung models):
- disable Dolby or use an external audio system.
- Evidence to keep:
- the cabling layout used (direct HDMI, HDMI IN/OUT, HDMI ARC or S/PDIF) and the Dolby Audio menu setting.
Evidence: Guía de configuración de Dolby Audio y Dolby Atmos en Movistar Plus
Still not solved
If the error persists, stop here. See what the technician must do and show you.
Where this code applies
A code is meaningful only inside the right product and version context.
Primary scope
- System
- TVs
- Brand
- Movistar
- Product type
- TV set-top boxes
Known code variants
- 2160p50
- 4K Ultra HD no funciona Fire TV
- 4K Ultra HD not working Fire TV
- descodificador UHD no se ve en 4K
- Fire TV aviso HDCP
- Fire TV HDCP 2.2
- Fire TV HDCP notification
- Fire TV no reproduce 4K
- Fire TV not playing 4K
- HDCP 2.2
- HDCP 2.2 no detectado
- HDCP 2.2 not detected
- Modo de pantalla Movistar Plus
- Movistar 4K HDMI issue
- Movistar Plus HDCP 2.2 HDMI port
- Movistar UHD decoder no 4K picture
- Movistar UHD screen mode 2160p50
- problemas visualización contenidos UHD Movistar
- puerto HDMI 4K HDCP 2.2 Movistar
What it means
In the Spanish manuals for the Descodificador UHD Movistar Plus (ARRIS VIP5342 and ARRIS VIP5242W), the 5-step self-installation guide and the UHD decoder specification page covering Spain, Movistar states that the decoder outputs HD (720p, 1080i, 1080p) and 4K UHD (2160p at 25 or 50 fps with HDR10 and HLG). Watching UHD content requires a TV HDMI port that supports HDCP 2.2 copy protection and 2160p50 resolution. Other decoder models, TVs or firmware versions may differ, and this requirement alone never proves that the decoder or TV is faulty.
Warnings and stop conditions
- Mediumeditorial warning
Connect all HDMI cables before plugging the devices into mains power, and never attempt to bypass HDCP 2.2 copy protection: always use a 4K and HDCP 2.2 compatible TV HDMI input.
Evidence: Manual del Descodificador UHD Movistar Plus (ARRIS VIP5342) · Guía de configuración de Dolby Audio y Dolby Atmos en Movistar Plus
- Lowsource verified
Do not stack the UHD decoder on top of other electronic equipment or heat sources, and never open its casing if the HDMI output fails.
Evidence: Manual del Descodificador UHD Movistar Plus (ARRIS VIP5342) · Manual del Descodificador UHD Smart WiFi Movistar Plus (ARRIS VIP5242W)
Symptoms and causes
Probable causes · in order
- TV HDMI input that does not support HDCP 2.2 or 2160p50Common
The ARRIS VIP5342 and VIP5242W manuals explicitly warn that on some UHD TVs not every HDMI port meets the HDCP 2.2 content protection and 2160p50 resolution requirements.
Evidence: Manual del Descodificador UHD Movistar Plus (ARRIS VIP5342) · Manual del Descodificador UHD Smart WiFi Movistar Plus (ARRIS VIP5242W) · Guía de autoinstalación del Descodificador UHD en 5 pasos
- Decoder screen mode set to an incompatible manual resolutionCommon
Although the decoder is factory-configured to detect the optimal screen resolution automatically, the manuals advise checking Configuración > Modo de pantalla and choosing Automático or a supported UHD resolution.
Evidence: Manual del Descodificador UHD Movistar Plus (ARRIS VIP5342) · Manual del Descodificador UHD Smart WiFi Movistar Plus (ARRIS VIP5242W) · Descodificador UHD Movistar Plus+: especificaciones y preguntas frecuentes
- Wrong HDMI source selected on the TV or non-original HDMI cablePossible
Movistar instructs you to use the HDMI cable supplied by Telefónica and notes that if the TV does not switch audio/video input automatically, you must select the HDMI input with the TV remote.
Evidence: Manual del Descodificador UHD Movistar Plus (ARRIS VIP5342) · Manual del Descodificador UHD Smart WiFi Movistar Plus (ARRIS VIP5242W) · Guía de configuración de Dolby Audio y Dolby Atmos en Movistar Plus
- Power-on sequence or Dolby Audio HDMI compatibility with TV or Home CinemaLess common
Movistar's Dolby Audio configuration guide notes that some TV HDMI ports may not work properly or support Dolby over HDMI (on Samsung TVs only from 2015, series J-UExxJ) and requires connecting cables before power.
Evidence: Guía de configuración de Dolby Audio y Dolby Atmos en Movistar Plus
Virtual technician
Does HDCP 2.2 still appear after these checks?
Answer a few questions to narrow down the likely cause and the safest next action. Guidance only - it never replaces a professional.
Sources and technical references
- 1
Manual del Descodificador UHD Movistar Plus (ARRIS VIP5342)
Telefónica (Movistar) · 2022 · official_doc
- 2
Manual del Descodificador UHD Smart WiFi Movistar Plus (ARRIS VIP5242W)
Telefónica (Movistar) · 2022 · official_doc
- 3
Guía de autoinstalación del Descodificador UHD en 5 pasos
Telefónica (Movistar) · 2026 · official_doc
- 4
Guía de configuración de Dolby Audio y Dolby Atmos en Movistar Plus
Telefónica (Movistar) · 2026 · official_doc
- 5
Descodificador UHD Movistar Plus+: especificaciones y preguntas frecuentes
Telefónica (Movistar) · 2026 · official_doc
- 6
Averías, incidencias y soporte técnico - Movistar
Telefónica (Movistar) · 2026 · official_doc
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