Skip to main content
Sign in

Cloud Streaming - 620, 626, 699 Error Codes (DRM Issues)

Dwaine Webb
  • Updated

Table of Contents

  1. Summary
  2. Supported Systems
  3. Network Issues
  4. Content Filtering Applications
  5. Browser Issues
  6. Classroom Presentation Board Playback Issues
  7. Error code received while using a proxy.

 

 

Summary

Video playback errors (such as 626, 699 or 620 errors) most commonly occur when a playback device is having difficulty obtaining a license to play the title.  This licensing process takes place when a user selects a movie to view. Another symptom you might observe is that trailers play without issue, but actual content gives one of the mentioned error codes. Sometimes a simple restart of the device and/or browser may resolve this issue. Advanced troubleshooting details can be found below if a restart does not resolve the issue.

 

Note: This issue can be somewhat technical to resolve in some cases and may require your network/IT team to get involved.

 

Supported Systems

Confirm your device OS and browser are listed on the supported systems list in the link below:

 

Network Issues

Issue: Network communication issues.

Cause: In certain environments, 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 endpoints must be reachable.

Resolution: The Client Access Requirements found here (Technical Requirements) must be reachable by the playback device. 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). 

If this is occurring intermittently, it may not be an outright network ban or block. Instead, these kinds of errors can sometimes be caused by something more subtle such as SSL Inspection rules or rules governing JavaScript behavior. 

License server communication can be confirmed by having a user experiencing this issue attempt to reach the appropriate URL for their browser listed below. This will determine if they can indeed reach the license server.

It might also be helpful to have the user capture an http archive of the error as it occurs.  Instructions on how to do that can be found here - How to capture an http archive (HAR) file

 

Content Filtering Applications

Issue: If your organization uses content filtering software, these can sometimes interfere with video playback.

Resolution: Check with your IT team to confirm Swank traffic is not being blocked or try testing on a different device that is not restricted by the software.

 

 

Browser Issues

Update Browser

Issue: 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. 

Cause: CDM is out of date or no longer compatible with our Cloud Streaming portal services.

Resolution: Please ensure your browser is up to date and try again.  If possible, try an alternate browser.

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

 

Browser Plug-Ins/Extensions

Issue: If your browser is utilizing plug-ins such as ad blockers, these can sometimes interfere with video playback. 

Resolution: Try playing the video in an incognito or private window. If playback works in Incognito Mode but not in regular browsing, an extension or setting is likely causing the issue. 

 

 

Browser Enterprise Policy Settings

Issue: If your organization uses policy settings for your browser, these can sometimes interfere with video playback.

Resolution: Check with your IT team to confirm Swank traffic is not being blocked or try testing on a different device that is not restricted by the policy settings.

 

 

Content Decryption Module (CDM) Update

Issue: This should not be an issue if your browser is updated to the latest version, however if needed you can confirm the CDM is up to date using the steps below.

Resolution: For Chrome, In the browser address bar type chrome://components. Navigate to find Widevine Content Decryption Module. See if the status is up to date or if it is not installed. This is required for DRM content playback and it's possible that an automatic deployment corrupted this component installation.

 

Classroom Presentation Board Playback Issues

Issue: Swank Motion Picture video streams require that the playback devices support Widevine Digital Rights Management (DRM).  Customers have reported that classroom presentation boards listed below may not support the required DRM. 

  • Promethean
  • Vivi*
  • ViewSonic Viewboards
  • Newline**

 

Cause: This can occur when the playback equipment is using the internal Android operating system on the presentation board and DRM is not supported. 

 

Alternative Solution

We suggest using another device such as a laptop or desktop computer as a streaming source and using the external video input on the equipment to facilitate playback. This should bypass the internal operating system and use the board simply as a monitor. 

If you are using a laptop and the output is still an issue or you are getting an HDCP error, you can change your monitor settings from "mirror" monitors to "extend" monitors and drag the playback window to the external screen. This should allow playback without error. 

 

How do I Confirm Widevine support for my device?

The simplest way to verify Widevine DRM support on an Android device is to install and run an application called DRM Info (linked below)
https://play.google.com/store/apps/details?id=com.androidfung.drminfo&pcampaignid=web_share
 
Here's a screen shot of what the relevant details look like on an Android phone for example -

 
As you can see in this image, this device supports Widevine Level 1 DRM.  There are three Widevine DRM levels. 

Widevine Level Security Type Typical Devices Max Resolution
L1 Hardware-based (TEE) Certified Android devices, TVs Up to 4K
L2 Mixed Some Android / embedded systems Usually 720p–1080p
L3 Software-only PCs, kiosks, touch panels Usually SD–720p

 
If a device reports L3 support, we still recommend performing a playback test on the device using your Swank streaming portal.  

 

Brand Specific Feedback
 We have customer feedback below for some brands below, but ultimately your best source of information is going to be the device manufacturer and their support team.

  • Vivi: - Users report that video playback works through Vivi Screen Sharing, but not the Play Video feature.
  • Newline: Users report that playback works when used with HDMI connected Chromebooks
  • Samsung IFP (Interactive Flat Panel): Users report playback directly on a supported browser from the device and direct HDMI connection work. For Wireless screenshare HDCP Issues are presented. Additional details about HDCP issues can be found here: I have a Black/Blank Video with Audio (HDCP Issue)

Error code received while using a proxy.

Issue: You may encounter video playback errors when playing a title through your proxy connection.

Cause: Your proxy may be attempting to proxy Swank streaming endpoints used for licensing.

Resolution: Please ensure that only digitalcampus.swankmp.net is traveling over your proxy.

The only domain that should travel over your proxy is digitalcampus.swankmp.net.  All other swank and swankmp domains should pass to the users directly.  For example, all of these domains should pass to the users directly -

fairplay.swankmp.net
wvlsmod.swankmp.net
cdn.swankidc.com
dc.swankmp.net
s3api.swankmp.net

 

Related articles

Comments

0 comments

Please sign in to leave a comment.

Powered by Zendesk