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What should I do if when I play content I see an error message?

  • Updated

If when playing content you see one of the following error codes, here’s how you can resolve the anomaly!

Error code on PC/MAC

  • Error 1001
    REASON    : This might be due to a temporary interruption in your internet connection or an error in loading the content
    SOLUTION: Make sure that your internet connectionis suitable for streaming the content. If it is and you still can't start it, contact our Customer Service indicating the name of the content

  • Error 9009
    REASON: This means that the operating system you are using is not supported by ITsART. 
    SOLUTION: 

    Make sure that you are using a compatible operating system:

    - PC: Windows 7 or higher;
    - MAC: Mac OS X Mavericks (10.9) or higher

  • Browser not supported
    REASON: This occurs when you are using Safari with a MAC manufactured before 2016.
    SOLUTION: On MAC you can watch ITsART contents with Safari if your device has been manufactured after 2016. We suggest you to use Chrome

Error code on PC/MAC/Tablet e Smarphone

  • 6001
    REASON    : You are using a browser or operating system that doesn't support streaming on ITsART, or you might have to enable DRM on your browser
    SOLUTION:

    1)if you are using a browser or an operating system not supported for the streaming of ITsART content, and the device allows it, you just need to update them to the latest versions available that you can find at the following LINK

    2)if you are using a browser or an operating system that supports the streaming of our content, enable the DRM in your browser:

    Chrome:

    1. Open the SETTINGS page and go to SITE SETTINGS
    2. Select the option PROTECTED CONTENT
    3. Select PERMISSIONS

    Firefox:

    1. Open the browser's SETTINGS 
    2. Visit the section GENERAL and make sure that the "Play DRM-controlled content" is selected.

    Edge:

    1. Open the browser's SETTINGS
    2. Visit the section Cookies and site permissions
    3. Click on Protected content and make sure that the options are active

Error Code on Smart TV

  • 6002
    REASON: Browsing from TV is non supported
    SOLUTION: Open the ITsART app directly on your TV, which you can download from the dedicated app section. Browsing from your TV's browser is not supported

Error Code on iPad/iPhone

  • Operating System not supported
    REASON: This occurs when you try to play contents on the ITsART website from an iPad/iPhone with an operating system lower than iOS 12
    SOLUTION: We suggest you to use another device

 

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