Support XFINITY TV High Bandwidth Digital Content Protection (HDCP) Capable Devices


HDCP (High-bandwidth Digital Content Protection) is a type of digital copy protection that requires compatibility between Comcast (set-top box) and your high-definition TV or audio/video (AV) device. While your Comcast set-top box is already designed for HDCP compatibility, all connected equipment including your TV, AV devices such as receivers, and the HDMI cabling and adapters must all support HDCP.

My HDMI configuration is preventing me from playing video (Message RDK-03060). What can I do?

If you are an XFINITY on the X1 Entertainment Operating System customer, you may see a message on screen stating that the HDMI connection is preventing video from playing (Message RDK-03060):
Error Message RDK-03060 displays stating We're unable to play video. 

Follow these steps until the issue is resolved:

  1. Connect your Comcast set-top box directly to an HDCP compatible HDTV using an HDMI cable and remove alternative adapters or connection accessories (see diagram below). For example, HDMI-to-DVI adapters, AV receivers, HDMI hubs, switches, video scalers or extenders may cause HDCP-related issues.
    XFINITY Set-top box connected with TV using HDMI cable. 
  2. Unplug your Comcast set-top box from the electrical outlet, wait 10 seconds, and then plug it back in to restart.
  3. If step 2 does not resolve the issue, try using a different HDMI cable directly between your Comcast set-top box and HDTV. A high bandwidth HDMI cable, an Image Science Foundation (ISF) certified rated cable and/or a shorter length cable may help.
  4. If step 3 does not resolve the issue, try disconnecting the HDMI cable and using a component cable instead to connect your Comcast set-top box to the TV (see diagram below).
    Error Message RDK-03060 displays stating We're unable to play video.
If you follow the above steps, your issue should be resolved. However, if they do not resolve it, we do apologize and please contact us for further troubleshooting and resolution.

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