Troubleshooting video playback errors

Required network end points may not be reachable

Video playback errors (such as 626, 699 or 620 errors) most commonly occur when a playback device is having difficulty communicating with our licensing servers.  This licensing process takes place when a user selects a movie to view.

In certain environments (such as K-12 schools or in countries with tightly restricted internet access), it is common to have strict network rules that can interfere with normal network traffic.  In order for the cloud streaming service to function properly, a number of network end-points must be reachable.

These network end-points must be reachable by the client devices in order for users to successfully view a film. This information should be brought to the attention of your institution's network administrators as well as the administrators for any managed devices (such as ChromeBooks).  They should be sure to check their network and firewall rules in addition to any rules governing SSL inspection and javascript from the relevant end-points.

Note: Default Language Setting Error

There is an error that can occur on a MacOS/IOS device when viewing foreign language films that appears to be a 699 or 626 error. When a MacOS or IOS device has a default system language that does not match the default language of the content the Shaka player returns a 699 or 626 error.

The issue must be fixed on the Shaka player side by Google. A ticket has been opened with the Shaka Project Team and we are currently waiting for a fix. We have found success using the Google Chrome desktop browser on non MacOS/IOS devices, but we are still waiting for the root cause to be addressed by the Shaka Project Team.

Some browser plug-ins may interfere with the video licensing process

If your browser is utilizing plug-ins such as ad blockers, these can sometimes interfere with video playback.  Try disabling any browser plug-ins that might be interfering with network connectivity.  If possible, try an alternate browser.

The viewer's browser must be up to date

Currently supported browsers are Firefox, Chrome, Safari and Edge.  If a browser is too far out of date, the Content Decryption Module (CDM) bundled with the browser may no longer be compatible with our Cloud Streaming portal services.  Please ensure your browser is up to date and try again.  If possible, try an alternate browser.

*Firefox has a Digital Rights Management Content setting that must be enabled. Once this is enabled it might take a minute for the additional DRM component to be installed.

Your playback device may not support Widevine Digital Rights Management (DRM)

Some playback hardware (such as Android OS based Promethean boards or ViewSonic displays) may not include support for Widevine DRM.

The video player cannot be embedded in another page or frame

In the screen shot below we see the Swank video player page (in dark blue and gray) being embedded inside a Learning Management System (LMS) page (in white) -

The video playback page must always be opened in its own browser window or tab.  Embedding the video player inside another page or frame disrupts the proper functioning of the Digital Rights Management (DRM) that protects our video streams.  As you can see in the screen shot above, this results in a video playback error.  Note that the exact text of the playback error may vary depending on a variety of circumstances.

Some Endpoint Protection Applications may interfere with the browser detection process

If your organization uses one of the programs below you may experience issues with the browser not detecting a valid version. 

• Symantec Endpoint Protection -Try updating to the latest version and/or adding the streaming portal to the allow list. 
• Cisco AMP Endpoint Protection - Updating to the latest version should correct this issue. At the time of the writing of this document v. 8.1.7.21585 resolves this issue.

As you can see in the screen shot above, this results in a message indicating the browser is not supported.