Sky Germany package !!

I have a problem with the image and sound not appearing in the
Knowing that it is open encryption for me
I have tried all the available codes but to no avail
And this problem is not only I have ... more than one friend the same problem
Please pay more attention to solve my problem, even if it is a program TeamViewer ..

Picture 1 shows the channel's operation on a package Movistar+
Picture 2 shows that the image does not appear, although the encryption is open as it is clear