Error Codes
When an error occurs, the player will display error codes and related messages. Check the table below for possible causes and suggested solutions.
| Error Code | Possible Causes | Suggested Solutions |
|---|---|---|
| 1000-1011 | Network errors | - Check network connection - Check if manifest URL(source[].src) correct - Check if manifests/segments available on servers |
| 2000-2017 | Corrupted manifest or stream data | - Check manifest file format - Check stream encoder / packager |
| 3000-3013 | Corrupted manifest or stream data | - Check manifest file format - Check stream encoder / packager |
| 3014-3019 | System or browser errors | - Refresh the page to try recover - Browser or system limitation |
| 4000 | Unknown manifest | Check manifest format |
| 4001-4010 | Corrupted DASH manifest | Check DASH manifest format |
| 4012 | HDCP errors | Unplug external displays |
| 4015-4026 | Corrupted HLS manifest | Check HLS manifest format |
| 4032 | Unsupported format or codec | - Ensure both DASH & HLS manifest URLs are specified - Unsupported codes(like AV1 on Safari, HEVC on Chrome without supported hardware / OS) |
| 4036 | Corrupted DASH manifest | Check DASH manifest format |
| 4038 | Corrupted DASH manifest | Check DASH manifest format |
| 4039 | Corrupted HLS manifest | Check HLS manifest format |
| 4040-4041 | Safari MSE | Upgrade to modern EME |
| 4042-4044 | DRM errors | Check DRM options & server status |
| 6000-6017 | DRM security issue in client env. | Note¹ |
| 7000-7004 | Load interruption | Retry |
| 20000 | No player license key provided | Check how to obtain a valid key. |
| 20001 | No playback capability allowed | - Contact us to check your account permission. - Check how to obtain a valid key. |
| 20400 | Bad request | Check your request parameters and formatting |
| 20403 | Invalid/illegal player license key | - Contact us to check your account permission. - Check how to obtain a valid key. |
| 20500 | Server errors | Try again later or contact support for assistance |
Note¹:
- If it's in integration stage, check following steps:
- Check if your browser is in supported list.
- Check if your iframe applies Permissions-Policy (HTTP response headers and iframe allow attribute).
- Please remove Permissions-Policy.
- If you need to add Permissions-Policy, be sure “encrypted-media” is allowed for your web domain. Following example shows only iframe under https://trusted-site.example can playback DRM content.
Permissions-Policy: encrypted-media=(self "https://trusted-site.example") - Check if your hosting environment is in secured context, e.g. networking needs to be under HTTPS/localhost, not HTTP.
- If it's in production already but faced the issue unexpectedly, ask user to check following steps:
- Check if browser is in latest version. See Notes in supported list.
- Try reboot the system.
- Check and update the browser version.
- If it's webview in Android:
- Update by Link
- If it's browser directly:
- Enter browser setting page to update the version. See Notes in supported list.
- If it's webview in Android: