Swank Media Player Error Codes

Introduction

This document describes the Swank Media player client error codes. 

Widevine Classic

**NOTE: That 500 errors are Widevine Classic errors and 600 errors are Widevine CENC errors.

Application Errors

Code	Displayed Error	Causes	Platform	Resolution
NA	MediaPlayer should be launched from Web.	This is what we will present to the user if they start the app without using the Mobile site.	Android, iOS
512	Application Error: Error Code 512	Missing device id from settings	All	Reload the webpage and attempt playback again.
513	Application Error: Error Code 513	Missing portal from settings	All	Reload the webpage and attempt playback again.
514	Application Error: Error Code 514	Missing license URL from settings	All	Reload the webpage and attempt playback again.
515	Application Error: Error Code 515	Exception thrown when starting application. Corresponds to Invalid State on Android	Android	Restarting the device may resolve this issue.
516	Application Error: Error Code 516	Initialize was not called when starting the player.	Android, iOS	Restarting the device may resolve this issue.
517	Application Error: Error Code 517	Tried to validate movie URL but did not get 200 response.	Android	Check the network connection, a device restart may be required.

Errors on Initial Playback

Code	Displayed Error	Causes	Platform	Resolution
404	Error Starting Video: Error Code 404	Url for media is not found	All	Reload the webpage and attempt playback again.
518	Error Starting Video: Error Code 518	Url for license server is not found	All	Reload the webpage and attempt playback again.
519	Error Starting Video: Error Code 519	Proxy receives request for license but can't find asset id in OnDemand database	All	Reload the webpage and attempt playback again.
520	Error Starting Video: Error Code 520	Proxy receives empty response from License Server	All
521	Error Starting Video: Error Code 521	Request for license times out (10 seconds).	Android	Check the network connection, a device restart may be required.
522		Error Starting Video: Error code 522	License requested for title that has a validTo < today	All
525	Error Starting Video: Error code 525	Swank Portal ID Missing from proxy request. This only applies to connected customers	All	Restarting the device may resolve this issue.
599	Error Starting Video: Error code 599	An unknown error occurred	Android	Restarting the device may resolve this issue.

Errors during Playback

Code	Displayed Error	Causes	Platform	Resolution
523	Error Playing Video: Error Code 523	Video has started but player stops receiving the video. Corresponds to MediaPlayerDied on Android.	Android, iOS	Restarting the device may resolve this issue.
550	Error Playing Video: Error Code 550	The buffer emptied and was not able to fill after 5 seconds.	Flash	Check the network connection.

Additional Errors

Code or Message	Causes	Platform	Resolution
44, 2006, 2008	The Android device does not support the Widevine Classic DRM.	Android	There is no resolution if a device has this error.
Playback of protected content is not supported on this device.	The Android device does not support the Widevine Classic DRM.	Android	There is no resolution if a device has this error.

CENC

**NOTE: That 500 errors are Widevine Classic errors and 600 errors are Widevine CENC errors.

Application Errors

Code	Displayed Error	Causes	Resolution
612	Application Error: Error Code 612	Missing device id from settings	Reload the webpage and attempt playback again.
613	Application Error: Error Code 613	Missing portal from settings	Reload the webpage and attempt playback again.
614	Application Error: Error Code 614	Missing license URL from settings	Reload the webpage and attempt playback again.
616	Application Error: Error Code 616	Unable to retrieve Settings	Reload the webpage and attempt playback again.
617	Application Error: Error Code 617	Tried to validate movie URL but did not get 200 response.	Reload the webpage and attempt playback again.

Errors on Initial Player

Code	Displayed Error	Causes	Resolution
404	Error Starting Video: Error Code 404	Content request resulted in a 404 response	Reload the webpage and attempt playback again.
618	Error Starting Video: Error Code 618	Failed to initialize CDM. The DRM is unsupported.
619	Error Starting Video: Error Code 619	Proxy receives request for license but the CENC Key Provider can't find a license for the corresponding PortalId and ContentId	Reload the webpage and attempt playback again.
620	Error Starting Video: Error Code 620	Proxy receives request for license but the CENC Key Provider can't find a matching ProductNumber (from the Contents record) in the CENC Content Keys table	Reload the webpage and attempt playback again.
621	Error Starting Video: Error Code 621	Request for license times out (10 seconds)	Check the network connection, a device restart may be required.
622	Error Starting Video: Error Code 622	License requested for title that has a validTo < today
624	Error Starting Video: Error Code 624	Proxy receives empty response from License Server	Reload the webpage and attempt playback again.
625	Error Starting Video: Error Code 625	Swank Portal ID or ContentAssetGuid missing from proxy request	Reload the webpage and attempt playback again. Restarting the device may resolve this issue.
626	Error Starting Video: Error Code 626	Player received an error from the Modular Widevine license server (proxy), but the response was empty	Reload the webpage and attempt playback again. Restarting the device may resolve this issue.
627	Error Starting Video: Error Code 627	Request to CENC Key Service times out (10 seconds)	Check the network connection, a device restart may be required.
628	Error Starting Video: Error Code 628	The disconnected license server has not been activated.	Go through the activation process on the disconnected license server and try again.
629	Error Starting Video: Error Code 629	An offline license was requested, but the request was denied based on policy
630	Error Starting Video: Error Code 630	An offline license was requested, but there are no available download rights for the portal's market for that title, at the time of the license request
699	Error Starting Video: Error Code 699	An unknown error occurred	Reload the webpage and attempt playback again. Restarting the device may resolve this issue.

Errors during Playback

Code	Displayed Error	Causes	Resolution
623	Error Playing Video: Error Code 623	An unknown playback error occurred. On Android, this error will be accompanied by additional information.	Restarting the device may resolve this issue.