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Error setting up player: Invalid License Key

I'm actually having a problem viewing websites that have JW Player videos. I take online classes and that website uses a Jw Player and the video shows up black and says "Error setting up player: Invalid License Key." (Kelbyone.com) I've accessed the site on someone else's laptop and was able to view it. On my computer, I went to JW Player homepage and the player says the same thing. I've tried in Safari 9, Firefox 41 and Chrome. Flash is updated. I'm on a Macbook Pro using El Capitan (I updated to El Capitan thinking that might be the reason I'm not able to view it....it's not). I've cleared my cache and cookies and still nothing. I contacted the website and they said it's nothing on their end. Why can't I view JW Players?

28 Community Answers

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Todd

JW Player Support Agent  
5 rated :

Our player loads in the browser using Javascript, so check for any security or privacy settings in your browsers that might be blocking external Javascript from loading.

Are you using an ad blocker? Are you behind some sort of corporate firewall? Can you try disabling all of your browser plugins or extensions temporarily to see if that helps?

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lm_baker8

User  
0 rated :

Tried it all :( Javascript is allowed, no ad blockers, no firewall, disabled plugins and nothing and then allowed and tried again, still nothing. I did only try on Safari.... can look at my other browsers.

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Todd

JW Player Support Agent  
-3 rated :

Can you try a completely new browser? What if you create a new user on your Mac and try a browser there? I want to make sure there isn’t anything in your user settings that are blocking our player from loading.

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lm_baker8

User  
0 rated :

Created a new user and gave it a go and it does the same thing :( Thanks so much for your help, by the way!

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jherrieven

User  
1 rated :

Hey @lm_baker8

I'd be happy to discuss why this is happening and how you can resolve it - either through making a suggestion to "kelbyone" about tweaking their website, or by providing a solution for you to workaround it on your side.

It would be easier to discuss off forum, so ping me an email.

Cheers

James Herrieven

===================================================
Powered by Haiku
http://powered-by-haiku.co.uk/
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Tatami for Online Video
http://dev.powered-by-haiku.co.uk/solutions/tatami/
---------------------------------------------------
skype: JamesHerrieven
email: james[at]haiku[dot]co[dot]uk
===================================================

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Todd

JW Player Support Agent  
0 rated :

Did this only start for you after upgrading to El Capitan?

We have folks here in the office using El Capitan without this issue.

The consensus around here is that there might be some sort of privacy software that is preventing Javascript from working in your browsers. Our suggestion would be to test in Safe Mode by holding down the Shift key as your Mac restarts. Please see https://support.apple.com/kb/PH21875?viewlocale=en_US&locale=en_US for more details.

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caseyishere

User  
1 rated :

I have the same problem - I'm using Windows 8 on a sony, I've tried chrome, ie, firefox, flash is updated & I have emptied the cache etc. & I cannot access videos on sites that have JW Player.
The people at the online learning site I'm trying to access videos from say they're stumped.
I've seen various threads with this issue but no solution - is there one?

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kssummer

User  
0 rated :

I have a fresh install of Windows 7 x64, have the latest browsers and have this problem. My older machines can play the videos fine. How can we find a resolution to this problem?

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Suresh

User  
0 rated :

Facing the same issue in Windows 10 and Windows 8.1. When I accessed the jwplayer site, the video on the site is not shown, instead: Error Setting the player: Inavalid license is shown.

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Jorgelina

User  
0 rated :

Hi. Same issue here.
Fresh Windows install, just 3 days ago... was trying to check on a video in an online newspaper and got this error, also in your main webpage.
I've tried ff, edge and chrome, all having issues.
Have checked on the jscript thing and nothing was preventing anything.
Is there a fix for thi??

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Pedro Santiago

User  
0 rated :

I saw this issue the same day I made the player 7 upgrade a few months ago. The issue is not affecting all computers, just a few. I had to downgrade to player 6 in order to provide service to my viewers. Affected computers also see the Error message in the jwplayer home page, so is more than a duplicated code in a page.

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Jon

User  
0 rated :

I'm having the same problem on a new computer with Windows 10. Nothing installed, but can't load player on either Chrome or Firefox. I did install AdBlock Plus, but disabled it and that made no difference.

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JIll

User  
0 rated :

I'm having the same problem. I've tried chrome, internet explorer and firefox, all with the same problem. I was trying to watch a video conference and was unable to do so because of it. No adblock is installed, and no firewall. Not sure how to fix it. I've tried all the "fixes" that have been suggested to no effect.

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allex06

User  
4 rated :

The same problem here, tryed with Edge,chrome, firefox and vivaldi.
Change your system time/zone. For example on my pc the region was inccorect and i change it to the correct one. Now it's working 100%.

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Jared

User  
0 rated :

Same problem here. Works fine on my computer and my mobile devices but several customers are receiving this error. This person is trying to watch on a Samsung Galaxy S5 and here's what's happening: https://p4.zdusercontent.com/attachment/650694/p8iGXEYDsXLbf5UkoFG9WBTOj?token=eyJhbGciOiJkaXIiLCJlbmMiOiJBMTI4Q0JDLUhTMjU2In0..vhpkbQle9L-GZaUjULS_kg.7OPUkLS57fy_uBkP2X2exkBtpxLVbAhHCJapcJsrzMxgwe6ZLwCJnwZ0codbjp9tpTyExeL7iGDL8PwvNM55iYpO5rs-Pt11AoC5FcKfxnqGVUpLIq8uZIYSQqWdeZUTjMONop5xXGTn9OVPGS3Auxmx4n-OQWXf9wTfaG4FOdjsolHCCefBuSm9gPnrdn8JFf5U955RhWQZmxzvXqOamvODlw3n57WsUZoMTGnB-oi8ilBh7iAQZjlyxos3OFvY9_s7n87BLQyrQHTB8jQ80g.tnn5OZRVgMPRYb6V1h32gg

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Madalin Adrian

User  
0 rated :

I have ths problem when im tring to view some videos on a learning platform . Error seting up player . Invalid license key

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John

User  
0 rated :

My time/date was ahead by 12 hours. I corrected it and refreshed the page and it is working now.

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Alex

JW Player Support Agent  
0 rated :

As a lot of the people on this thread have mentioned, usually when only a subset of people are seeing this issue, it is because of their computer’s date/time settings. Other causes would be, as Todd mentioned, any kind of firewall or anti-virus/anti-malware software that may be in use.

Please let me know if you need any more help or have any other questions.

Thank you!

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Jared

User  
1 rated :

I am now getting several emails a week from my customers telling me they can't see videos on my site. This is getting extremely annoying because they tell me how they have no problem watching videos on my competition's site. It's always the same error..."Error setting up player...invalid license key". This is a bigger issue than just telling customers to update their time and date settings (seriously?). This is embarrassing and someone should take this seriously and figure out what's going on and fix it ASAP.

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Alex

JW Player Support Agent  
0 rated :

Hi, Jared.

Are you able to provide me a link to the page in which your users are having the issue?

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Jared

User  
0 rated :

I got it worked out myself. For everyone out there having trouble...here's how you fix it. Put the license key in with the actual embed code of the video(s). Putting in the head of the website only works for some devices. Put it in like this...

<div id="video-title">Loading your video...</div>
<script>jwplayer.key="[insert key here]";</script>
<script type="text/javascript">
var playerInstance = jwplayer("video-title");
playerInstance.setup({
playlist: [{
image: "[image here]",
sources: [{
file: "//mySite.com/myFile.webm"
},{
file: "//mySite.com/myFile.webm"
},{
file: "//mySite.com/myFile.webm"
}]
}],
});
</script>

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Alex

JW Player Support Agent  
0 rated :

Hi, Jared.

That does technically work because the license key you’re then specifying is overriding the one inside of the player library itself.

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Matt

User  
0 rated :

We are getting similar issues with users of our platform. Is this a bug fix that JW Player will put in and release? Thanks for Jared for sharing a temporary solution.

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Alex

JW Player Support Agent  
-1 rated :

Hi, Matt.

We actually did extend the time before we rotate license keys in our cloud-hosted players within the last week or two, so that should help out a lot. In the meantime, I want to reiterate that the “Invalid License Key” error is usually seen on devices or computers with issues with their system time, so its not necessarily a bug with our player, but an issue with the local environment.

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k...

User  
0 rated :

I'm having the same issue, it appears to occur after 24 hours, it was working fine and then on the next refresh it failed with the "Error setting up player: Invalid License Key"

I've tried the solution suggested by Jared, but that does not fix my issue.

Any other fixes I could try?

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Alex

JW Player Support Agent  
0 rated :

Kevin -

Can you please supply a link to a reproduction page showing the issue so we may take a look?

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k...

User  
0 rated :

Hi Alex,

My issue was with a locally hosted "jwplayer.js", I downloaded the version from Dashboard after making a custom player. Twice now by downloading and overwriting the local file fixed this issue.

I'm now waiting to see what will happen tomorrow.

A link to a reproduction page is unfortunately not possible as this is still in development stage, this maybe going live early next week. I appreciate it's hard to look at the issue without having a page to look at.

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Alex

JW Player Support Agent  
0 rated :

Hi Kevin,

By “making a custom player”, do you mean building the open-source player from the GitHub repo? If so, that version doesn’t need a license key so that’s quite strange. If you were able to fix it by downloading the copy we have on the Dashboard, that’s great. If you continue to have problems, would it be possible to attach the source code to the page? Since this is a forum, you can email it support@jwplayer.com and reference case # 61925 in the subject of the email.

Thanks.

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