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Invalid license Key Error

Hi,
I have an issue with some people complaining about this error: Error setting up player: Invalid license key.
I was able to view the error myself on a PC through remote control. I tried to collect as much data as possible.
We use a free account. Cloud hosted library. Simple test page with the player and just an rtmp link.
The PC which exhibit this behavior is:
Win 8.1 “with bing” (that’s what system shows) updated.
IE11
Flash 19.0.0.226
The error is the same with Firefox and chrome on the same PC (freshly installed with flash !).
For the record, we test that flash is working on the PC through some site like dailymotion or the adobe site no problem found.
So, we don’t use a feature that could throw this error and we have a correct key (cloud library player).
The same test page is working like a charm for other people. I have tested it myself with a win8.1 Pro IE11 19.0.0.226.
We can’t figure out why few people get this error.
Any help much appreciate for this troubleshooting.
Regards

8 Community Answers

Up Down

Alex

JW Player Support Agent  
0 rated :

Hi, there.

Can you please give me a link to a page where you have the affected player installed?

Thank you.

Up Down

glebon

User  
0 rated :

Hi,

I can send you a link by mail.

Up Down

Alex

JW Player Support Agent  
0 rated :

Sure thing. Please email support at jwplayer dot com and reference case # 62788 in your email’s subject line.

Thanks!

Up Down

glebon

User  
0 rated :

Ok, i have sent you the link used during my test.

Up Down

jherrieven

User  
1 rated :

@glebon

Though apparently intermittent, this is an increasingly common issue which tends to affect only certain visitors to sites running JW7.

Whilst the website provider might be completely unaware that these users are experiencing issues (because it works for everyone else) the affected visitors can assume the site is badly coded and will probably leave. This could obviously have a real negative effect on the website's ongoing reputation.

The issue is actually down to a combination of changes that have been introduced as part of the new JW7 configuration model involving the requirement of a JW key and the dashboard/cloud hosted library/CDN embedding approach.

Incidentally, it occurs with JW6 too - though it's not so widespread and the effect is not as "terminal". The player still renders - you just don't get the features you are licensed for.

I'd be happy to discuss why this is happening in more detail and how you can potentially resolve it, but it would be easier to discuss off forum, so ping me an email or connect with me on skype.

James Herrieven

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Up Down

kenny

User  
0 rated :

I have the same issue with my JWplayer7 cloud-hosted embed code. It shows "failed to initialize the player. Invalid license key" message for some users only. Most of other users don't have any playback problems.
And it looks like this is an issue of JWplayer7 only. Version 6 works good for them.


Any updates on this? I can give the video url to test if need.

Up Down

franjo-jost

User  
0 rated :

Hi, I'm having the same problem. My system is Win 8.1; ie11
but here is the thing....it only doesn't work on one website (the one I really want!)...everything else works fine....

So I thought I would share that with you in hopes that it provides insight into the problem. Here is the site:
http://www.hrt.hr/enz/dnevnik/

Now, I've tried it with multiple other computers with different configurations and they all work....go figure...

Any help would be appreciated!
Frank

Up Down

dorian

User  
0 rated :

I am also having this problem intermittently. The site is http://yogisanonymous.com. I saw it myself once, and have had several reports from users. For one user the problem is persisting and I don't have a workaround for her.

I've emailed support and am awaiting a reply. Thank you.

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