Content - DRM Error Codes (619, 620, 626, 699)

Table of Contents

1. Summary
2. Network Issues
3. Content Filtering Applications

Summary

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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.

Important - Before going into additional troubleshooting, please confirm the titles you are having an issue with are still licensed. If this issue is limited to a single title that has a confirmed license, please contact Swank Digital Support and advise what title you are having an issue with. If the issue affects all titles, please continue reading for further troubleshooting steps. 

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

Network Issues

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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: 

Consistent Errors: If the error is consistent, this is a good indication the license endpoint is being blocked. The license server 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. 

If you are using Swank License Servers, 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:
  • 

Intermittent Errors: 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. 

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

In some cases, the error may be presented after successfully playing for a period of time. If the HAR file indicates the device struggling to download content chunks (several seconds at the lowest bitrate 400kbps), this can eventually lead to a timeout and cause a 699 Error when the player attempts to reconnect to play the content. 

You might see a Network Time out message in the PlayEvent or UsageTracking payload shortly after the error occurred, indicating network connectivity was lost.

 If you're using Wi-Fi, try switching to a wired network and see if you get similar results.  We also recommend checking your network QOS rules to see if there's anything that would be interfering with the video stream in this manner.

Content Filtering Applications

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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.