Errors
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.
| Code | Category | Message | Possible Causes | Troubleshooting |
|---|---|---|---|---|
| 0, 403, 404, 502 | diva_video_error | Manifest loading error | manifest url | Check the video manifest url |
| 0, 403, 404, 502 | diva_video_error | Quality level loading Error | quality level url | Check the requested quality level availability |
| none | diva_video_error | Missing valid format videosource | none | Check the video source format in the VideoMetadata |
| none | diva_video_error | Errors raised by AVPlayer library   | none | Click here for more info: NSError Codes - Apple Developer Documentation |
| none | diva_video_error | Errors raised by Exoplayer library   | none | Click here for more info: PlaybackException - Android Developers |
| xxxx | diva_video_error | Errors raised by Shaka Player library   | none | Click here for more info: JSDoc: Class: Shaka.util.Error |
| 7xx | MEDIA | Errors raised by native web video element | manifest url | Check the video manifest url |
| 8xx | diva_video_error | Errors raised by HLS.js library | none | Click here for more info: https://github.com/video-dev/hls.js...errors |
| 996 | MEDIA | [web-media-player] Missing or empty video src | ||
| 997 | PLAYER | [web-media-player] Mediaplayer not initialized |
Generic errors​
Generic errors are issues that are not directly related to the video content or media itself. These errors are typically related to the browser, or the user's device.
| Code | Category | Message | Possible Causes | Troubleshooting |
|---|---|---|---|---|
| source | diva_video_source_error | Video source missing | none | Check the video source in the VideoMetadata |
| 404 | diva_video_metadata_error | Error retrieving videoMetadata url | videoMetadata url | Check the videoMetadata url in the VideoMetadata |
| 404 | diva_ssai_request_error | Error retrieving stream from DAI Service | none | Check the SSAI configuration in the settings |
| 983 | GENERIC | AD Block Error | AdBlocker detected | The user has to disable the AdBlocker on the browser |
| 984 | GENERIC | Missing valid videosource | ||
| 985 | GENERIC | Missing valid videometadata | ||
| 986 | GENERIC | (Error message - ERROR_RETRIEVING_VIDEO_METADATA) | ||
| 987 | GENERIC | Error initializing player | ||
| 988 | GENERIC | Video source is missing | ||
| 998 | GENERIC | Shaka init failed | ||
| 999 | GENERIC | Shaka not supported / Hls.js not supported |
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.
| Code | Category | Message | Possible Causes | Troubleshooting |
|---|---|---|---|---|
| 10 | diva_entitlement_error | Account not recognized | Entitlement Request and Response json | Check if the account is valid |
| 11 | diva_entitlement_error | This content is not available with the account credentials | Entitlement Request and Response json | Check if your account can access this video |
| 12 | diva_entitlement_error | Session expired | Entitlement Request and Response json | Check if and why the entitlement service heartbeat fails |
| 13 | diva_entitlement_error | Too many sessions running with the same credentials | Entitlement Request and Response json | Check if there are other sessions open on other devices |
| 14 | diva_entitlement_error | Wrong DRM token from the Entitlement Service | Entitlement Request and Response json | Check the DRM configuration on the Entitlement Service |
| 21 | diva_entitlement_error | Generic system error on the Entitlement Service | Entitlement Request and Response json | Check the entitlement service availability/try again later |
| 22 | diva_entitlement_error | Generic error on the Entitlement Service due to user connection | Entitlement Request and Response json | Check the entitlement service availability/try again later |
| 23 | diva_entitlement_error | All the Entitlement retries are failed | Entitlement Request and Response json | Check the entitlement service availability/try again later |
| 989 | DRM | Webkit key error | ||
| 990 | DRM | Wrong DRM token from the Entitlement Service | ||
| 991 | DRM | Could not create MediaKeys | ||
| 992 | DRM | Fairplay request to license server status failed. Status: / | ||
| 993 | DRM | Fairplay request to license server failed | ||
| 994 | DRM | Fairplay certificate request failed | ||
| 995 | DRM | Fairplay Certificate Path missing |