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Errors

Content errors​

Content errors are issues related to the availability and accessibility of the video content itself. These errors typically arise from external factors affecting whether the video can be found, accessed, or legally played.

12 - diva_entitlement_error (ENT11/ENT16/ENT17)​

  • Header: Session preview expired (error 12)
  • Body: {"type": "entitlementError", "details": ""} (12)
  • Solution: Check if and why the entitlement service heartbeat fails

10 - diva_entitlement_error (ENT12/ENT13)​

  • Header: We are unable to detect your account. Please login again. (error 10)
  • Body: {"type": "entitlementError", "details": ""} (10)
  • Solution: Check if your account is valid

11 - diva_entitlement_error (ENT14)​

  • Header: This content is not available with your credentials. (error 11)
  • Body: {"type": "entitlementError", "details": ""} (11)
  • Solution: Check if your account can access this video

21 - diva_entitlement_error (ENT15)​

  • Header: We have detected a system error. Please retry later. (error 21)
  • Body: {"type": "entitlementError", "details": ""} (21)
  • Solution: Check the entitlement service availability

Media errors​

Media errors are issues related to the actual video file or stream itself. These errors are more technical in nature and involve problems with the format, encoding, or integrity of the media.

N/A - diva_video_error (ERRO09)​

  • Header: This video is not working or not available in your region
  • Body: Missing valid videosource (none)
  • Solution: Check the VideoMetadata

N/A - diva_video_error (ERRO18)​

  • Header: This video is not working or not available in your region
  • Body: Missing valid videosource (none)
  • Solution: Check the video source

0 - diva_video_error (ERRO10)​

  • Header: This video is not working or not available in your region
  • Body: manifestLoadError url: https:// (0)
  • Solution: Check the video manifest URL

0 - diva_video_error (ERRO20)​

  • Header: This video is not working or not available in your region
  • Body: fragLoadError url: <fragment URL> (0)
  • Solution: Check the requested level or fragment availability

400 - diva_video_error (ERRO06)​

  • Header: This video is not working or not available in your region
  • Body: manifestLoadError url: <manifest URL> (400)
  • Solution: Check the video manifest

403 - diva_video_error (ERRO08)​

  • Header: This video is not working or not available in your region
  • Body: manifestLoadError url: <manifest URL> (403)
  • Solution: Check the video manifest

403 - diva_video_error (ERRO12)​

  • Header: This video is not working or not available in your region
  • Body: levelLoadError url: <?> (403)
  • Solution: Check the video manifest

404 - diva_video_error (ERRO11)​

  • Header: This video is not working or not available in your region
  • Body: levelLoadError url: <manifest URL> (404)
  • Solution: Check the video manifest

404 - diva_video_error (ERRO17)​

  • Header: This video is not working or not available in your region
  • Body: manifestLoadError url: - (404)
  • Solution: Check the video manifest

404 - diva_video_error (ERRO19)​

  • Header: This video is not working or not available in your region
  • Body: audioTrackLoadError url: <?> (404)
  • Solution: Check audio tracks

502/0 - diva_video_error (ERRO07)​

  • Header: This video is not working or not available in your region
  • Body: manifestLoadError url: <manifest URL> (0)
  • Solution: Check the video manifest

1001 - diva_video_error (ERRO22)​

  • Header: This video is not working or not available in your region
  • Body: Shaka load failed - Details: ["<videosource URL ?>",400,"<?xml version=\"1.0\" encoding=\"utf-8\"?><serverError><status>400</status><subStatus>0</subStatus><hresult>MPE_BAD_URL_SYNTAX</hresult><activityId>400029B7-0001-AC00-B63F-84710C7967BB</activityId><serviceId>FA0117D6-743A-484F-BD94-31D7FF28FFB0</serviceId></serverError>",{"content-length":"266","content-type":"text/xml"},0] (1001)
  • Solution: No solution.

404 - diva_video_metadata_error (ERRO05)​

  • Header: The video metadata are corrupted. Please try another video
  • Body: Error retrieving videoMetadata url: <videoMetadata URL> (404)
  • Solution: Fix the videoMetadataPath in the VideoMetadata