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.
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.