Cloud Streaming - Download Manager - Playback Troubleshooting

Issues playing back downloaded content. A few possible solutions are available, please try in-order.

1. Confirm device is a Windows machine. This application is currently not designed to work with Apple products.  
2. The application is specific to the Windows Profile. If a user downloads the titles on one profile, you cannot login on a separate profile to playback the titles.  Use the same profile to both download and playback a title. 
3. Update Graphics Drivers for your system:

   • INTEL: Driver & Support Assistant

   • NVIDIA: NVIDIA Update|NVIDIA

   • AMD: https://www.amd.com/en/support

4. Verify Hardware DRM is Supported

   • Select the Help button in the lower left section of the Swank Download Manager and scroll down to the Diagnostics section.

   • If hardware does not support DRM (failed diagnostics), then playback on this device will not be possible.

     • 

5. Reset the PlayReady mspr.hds file:

   1. Close the Download Manager Application

   2. Navigate to the folder: C:\Users\<user>\AppData\Local\Packages\SwankDownloadManager_<random>\LocalCache\PlayReady\

      • Opening the Logs Folder under the Application’s Preferences may make this folder easier to navigate to

   3. Delete the mspr.hds file

   4. Re-open Download Manager Application

6. Verify MIME Type for .mp4 video 

   • Fix Unsupported video type or invalid file path error