When playing a video stream on Sky, you may encounter the error codes below on the following devices:
Web browsers, Android phone & tablet, Samsung Smart TV (Tizen OS) & Panasonic & LG, Sunrise Box, PlayStation.
(If your error code is not listed here, also check the other list)
Error code B-1210 – SOURCE_HLS_STREAM_ERROR
Why you're seeing this: An error occurred while playing the HLS (Safari) stream.
What to do: Check your internet connection and try again. If the problem persists, refresh the page or restart the app.
Error code B-1001 – API_NOT_AVAILABLE
Why you see this: The video player was unexpectedly closed or destroyed. This happens due to a critical error, such as a DRM license failure, network dropout, page navigation during loading, or a lack of device memory.
What to do: Refresh the page or restart the app. If the problem persists, check your internet connection or try updating or restarting your device.
Error code B-224001 – PLAYER_ERROR_FILE_NOT_FOUND
Why you see this: The video file or manifest was not found (server-side 404 error).
What to do: Close and relaunch the app or browser. If it continues, report this bug.
Error code B-224002 – PLAYER_ERROR_NETWORK
Why you see this: The video stream could not be loaded (connection interrupted or manifest inaccessible).
What to do: Check your Internet connection and restart the video.
Error code B-224003 – PLAYER_ERROR_NO_SUPPORTED_SOURCE
Why you see this: The video cannot be played (often related to browser cache, content blocker, or unsupported stream).
What to do: Clear the browser/TV cache, disable VPN/adblocker, and try again.
Error code B-224004 – PLAYER_ERROR_FORMAT_NOT_SUPPORTED
Why you see this: The video or audio format is not supported by the browser or TV.
What to do: Update your browser or your TV’s firmware.
Error code B-3015 – DRM_LICENSE_ERROR
Why you see this: The player failed to obtain the DRM license (FairPlay, PlayReady, Widevine).
What to do: Use a compatible browser or device (Chrome, Edge, Safari). Update your device/TV.
Error code B-3016 – DRM_OUTPUT_RESTRICTED
Why you see this: Your device’s video output is blocked (e.g. HDMI cable not HDCP-compliant).
What to do: Use an HDCP-compliant HDMI cable or play directly on the device without external peripherals.
Error code B-3017 – DRM_DEVICE_REVOKED
Why you see this: The device was revoked by the DRM license provider.
What to do: Update your device. If it continues, report this bug.
Error code B-1200 - DRM_GENERAL_FAILURE
Why you see this: a general error related to Digital Rights Management (DRM) is preventing playback.
What to do: make sure your device and browser are up to date, disable any VPN or content blocker, disconnect any secondary display, then restart the video. If the issue persists, try using another compatible device.
Error code B-5001 – PLAYER_ERROR_TIMEOUT
Why you see this: The player waited too long for a server response.
What to do: Check your connection and try again later.
Error code B-5002 – PLAYER_ERROR_UNKNOWN
Why you see this: Bitmovin encountered an unknown problem.
What to do: Restart your browser/device and try again. If it continues, help us by reporting this bug.