When playing a video stream on Sky, you may encounter the error codes below on the following devices:
Swisscom Box, Android TV (PlayStore), Quickline Box, Chromecast, Sky TV Stick
Error code M-1000 – ERROR_CODE_UNSPECIFIED:
Why you see this: ExoPlayer encountered an unknown issue.
What to do: Restart your device and try again. If it continues, help us by reporting the bug via the bug report form.
Error code M-1001 – DRM_ERROR
Why you see this: Your device cannot verify playback rights (Widevine DRM).
What to do: Make sure both the Sky app and Android are up to date. If it continues, your device may not be Widevine-certified.
Error code M-2001 – ERROR_CODE_IO_NETWORK_CONNECTION_FAILED
Why you see this: Internet connection issue (network drop, unstable Wi-Fi, insufficient bandwidth).
What to do: Check your Wi-Fi or mobile data, restart your router, and relaunch the video.
Error code M-2002 – ERROR_CODE_TIMEOUT
Why you see this: The server or network took too long to respond.
What to do: Test your connection, avoid using a VPN, and try again.
Error code M-2003 – ERROR_CODE_IO_FILE_NOT_FOUND
Why you see this: The video resource was not found (missing file or manifest).
What to do: Close and relaunch the app. If it continues, report the bug.
Error code M-2004 – ERROR_CODE_IO_BAD_HTTP_STATUS
Why you see this: The server returned an error (e.g. 403 or 404).
What to do: Close and relaunch the app, check your connection. If it continues, report the bug.
Error code M-2005 – ERROR_CODE_IO_CLEARTEXT_NOT_PERMITTED
Why you see this: The device or Android is blocking an unsecure connection (HTTP instead of HTTPS).
What to do: Make sure you’re using a recent Android version and a secure connection.
Error code M-3001 – ERROR_CODE_BEHIND_LIVE_WINDOW
Why you see this: You rewound too far during a live stream, and the content is no longer available.
What to do: Restart playback directly in live mode.
Error code M-3002 – MEDIA_ERROR_UNSUPPORTED
Why you see this: The video or audio format is not recognized by your device.
What to do: Update your device. If the problem persists, your device may not be compatible.
Error code M-3003 – ERROR_CODE_PARSING_CONTAINER_MALFORMED
Why you see this: The video could not be played because the file or stream is corrupted.
What to do: Relaunch the video, and if it continues, report the bug.
Error code M-3004 – ERROR_CODE_PARSING_MANIFEST_MALFORMED
Why you see this: The video manifest (stream description file) is invalid.
What to do: Close and restart playback. If the problem persists, report the bug.
Error code M-3005 – ERROR_CODE_PARSING_CONTAINER_UNSUPPORTED
Why you see this: The video format is not recognized by your device.
What to do: Update your device. If it continues, your device may not be compatible.
Error code M-4001 – ERROR_CODE_DECODER_INIT_FAILED
Why you see this: Your device cannot launch the video or audio decoder.
What to do: Update Android and the Sky app, clear the cache, and restart the device.
Error code M-4002 – ERROR_CODE_DECODING_FAILED
Why you see this: An error occurred during stream decoding.
What to do: Restart your device, close background apps, and restart playback.
Error code M-6001 – ERROR_DRM_INSUFFICIENT_OUTPUT_PROTECTION
Why you see this: The video output used (HDMI, external screen) is not compatible with HDCP protection required by rights holders.
What to do: Use an HDCP-certified HDMI cable and a compatible screen, or play the video directly on the device without external peripherals.
Error code M-6005 – DRM_DISALLOWED_OPERATION
Why you're seeing this: Playback was blocked because of a content protection restriction.
What to do: Retry Stream or close and relaunch the app. If you're casting or using an external display, try playing directly on the device. If the problem persists, report this bug.
Other unknown code
Why you see this: This is a technical error not yet documented.
What to do: Help us by reporting the bug via the bug report form.