On-Premise Streaming - 626, 699 or 620 Errors

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. 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.

Supported Systems

Ensure you are using supported systems which are found in the following link:  

On-Premise Streaming - Supported Systems

626, 699 or 620 Errors for All Titles 

In certain environments, it is common to have strict network rules that can interfere with normal network traffic.  In order for the streaming server to function properly, a number of network endpoints must be reachable. The On-Site Devices 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.

• Apple/Safari & IOS Chrome
  • https://fairplay.swankmp.net/api/v1/license
  • Should display "Fairplay license controller is running"
• Google/Chrome/Firefox/Chromium based browsers
  • https://wvlsmod.swankmp.net/moddrm_proxy
  • Should display "Proxy is proxying!"
• Microsoft/Edge https://pr.swankmp.net/rightsmanager.asmx
  • Should display:
  • 

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

Note: For Customers Using a Swank Cached License Server, your DRM license endpoint would be to your Cached License Server.

699 or 626 Error for Specific Titles

Issue: 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.

Resolution: 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.

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 streaming server content. 

Resolution: 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.
  • 

Browser Plug-Ins

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

Resolution: Try disabling any browser plug-ins that might be interfering with network connectivity.  If possible, try an alternate browser.