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Invalid License Key Errors Continue with Platform Player

I continue to see these player errors (where the video is gone and the invalid license appears) with the platform cloud hosted player and content. It seems to happen in browser tabs that have either been minimized or not refreshed in awhile (perhaps the because the users has switched to a new tab and then returned). At first I just heard about it and saw it myself on mobile devices, but now I'm getting reports and seeing it myself on one of website pages using a desktop browser (Chrome Mac) here:
It not an instantly reproducible error, so that make it a bit more of a challenge to troubleshoot.
Could it be a hosted player setting? Why is it more prevalent on mobile devices? More importantly, we never saw it happen at all until we moved to the new platform and dashboard... It is embarrassing when we get complaints about it and even though I opened a support ticket on it back in March, the advice was to tell users to refresh the page, which if you think about it, is not a good answer.

1 Community Answers


JW Player Support Agent  
0 rated :

Cloud-hosted player do include an expiring license key, but I would not expect to see any errors unless the tab was open or the page has not refreshed for close to 24 hours. I also know our engineers increased this length of time as recently as a month ago.

Have you received complaints from your viewers in the last few weeks?

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