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

Dwaine Webb
  • Updated

Table of Contents

  1. Summary
  2. Error code received for all titles.
  3. 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.

 

Error code received for all titles.

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

 

Supported Systems

Confirm your device OS and browser are listed on the link below:

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Cause: CDM is out of date or no longer compatible with our Cloud Streaming portal services.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

 

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.

 

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

 

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