Error messages & Troubleshooting

Common Error messages

| 520 | It seems this video is not in your subscription

| 521 | This video is not available in your country

| 522 | We are experiencing a lot of traffic, please try again later.

| 523 | Please upgrade your subscription to view this channel.

| 530 || 532 | Sorry, this video is not available.

| 531 || 533 || 534 | Sorry, this video is no longer available.

| 535 || 536 | It seems you are already watching on another device.

| 537 || 538 | Please verify your email to watch this video.

| 539 | It seems you have the service open in another video player

| 540 | Parental control is activated. You are not allowed to watch this video.

| 542 | Wrong PIN code, please try again.

| 545 | This video cannot be casted with Chromecast.

| 546 | You have too many devices registered to this account. Please, clear the list from your account settings

| 547 | Please, enter your postcode.

| 548 | You are in the wrong region, the service is not supported here

| 550 | Bad request. Illegal request. (Probably a programming error, should only occur during development. Check playback logs for more information.)

| 605 | No DRM support, We can't show protected content on this device.

| 606 | Your browser can not read out content, but it should be able to! Try reinstalling the browser or try another one like Google Chrome or Microsoft Edge.

| 607 | Your browser can not read out content, but it should be able to! Try reinstalling the browser or try another one like Google Chrome or Safari.

| 608 | Your browser can not read out content, but it should be able to! Try reinstalling the browser or try another one like Google Chrome or Microsoft Edge.

| 768 || 322 | We got a bump on the road, please try again later.

Web only errors: 1000 - 9999 | https://shaka-player-demo.appspot.com/docs/api/shaka.util.Error.html

Troubleshooting

Error 6007 | Web DRM license issue

In early November it was a security update for DRM issues (license related), which affected most browsers. If any user are getting error 6007 when trying to stream/cast an airing, it's most likely this license issue and the user need to update their browser, browser settings or (if not working) swap to another browser that support our DRM service.

Solution: Chrome

1. Verify Widevine Support: Check if Chrome has Widevine enabled by visiting chrome://components/ and looking for "Widevine Content Decryption Module." If it’s not installed, update Chrome or manually update the Widevine component. Ensure your browser’s security settings allow DRM playback.
2. Check Shaka Player DRM Configurations: If you’re working with custom code, verify that Shaka Player is configured correctly to support Widevine, especially if there are specific requirements like secure HTTPS connections for playback. Mixed content errors (HTTP within HTTPS) can also cause this issue, as modern browsers require secure configurations for DRM.
3. Browser and OS Compatibility: DRM errors are more common on unsupported or non-standard platforms. For example, some services explicitly support Windows or macOS, while Linux may encounter additional challenges due to limited support for DRM on certain browsers​

Solution: Firefox

1. Check DRM Settings: Ensure DRM is enabled by going to Settings > General, and under “Digital Rights Management (DRM) Content,” make sure “Play DRM-controlled content” is checked.
2. Update Widevine: Sometimes, updating or re-enabling the Widevine plugin helps. This can be done by navigating to about:addons, going to the Plugins section, and updating Widevine (if listed).
3. Clear Cache: Cache issues can interfere with DRM. Clear the browser cache by going to Settings > Privacy & Security and clearing data for cached web content.

If these steps don’t resolve the issue, it could be related to a bug in the release. You might want to check Firefox’s support forums or try using an older version (such as the ESR version) that might not have these issues, especially if playback was working on a previous version.