Compare one film on two display paths
Use the same film, account and computer. First note whether it plays on the computer’s own screen, then whether the error appears when the external display is connected. This comparison does not prove which component is faulty, but it makes the next step more focused.
Keep the exact error text. A location message and Video not supported are different observations. BFI’s UK website also has territorial conditions, so a successful cable change should not be presented as a way to obtain viewing outside the authorised location.
Bypass the dock for a controlled check
The official help requires an HDCP-compliant HDMI connection and suggests connecting directly to the television, bypassing docks. It also suggests another TV port or reversing the cable ends. Work through one change at a time so you can tell which path produces the difference.
For example, if a docked connection fails but the direct connection works, record the dock’s model and connection sequence before buying another television. A monitor displaying a desktop successfully does not by itself establish that the full protected-video path meets the service’s playback requirements.
Recognise a route that is no longer supported
BFI explicitly says VGA is no longer supported for this use. Repeatedly reconnecting the same VGA path is therefore a different situation from checking a compliant HDMI cable. Choose a documented supported viewing route rather than treating every connector as interchangeable.
If the direct path still fails, report the computer, browser, television or monitor, cable and any adapter, together with the two comparison results. Do not include passwords or payment-card details. The useful question is which documented playback path fails, not whether buying the film again might change a display connection.
Questions about this guide
Does a working desktop picture prove protected playback will work?
No. BFI separately requires the compliant connection used for protected video.
Does BFI still support VGA for this connection?
Its current Error 4 guidance says VGA is no longer supported.