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Error 6XXX

Updated

There are several different scenarios where you may experience a Silverlight error. Many of these errors can easily be resolved by running the Microsoft "Fix It" tool or clearing the PlayReady Cache.

6000 MediaElement failed to play the DRM-protected content.
6001 Client cannot connect to the Server which fails to download Silverlight properly
6003 Silverlight Client cannot connect to the license server
6004 Installation of Silverlight on the client is out of date and needs to be updated
6005 The processing of the file header failed - The header might be mal-formed
6006 License processing failed on the Silverlight client
6013 User's configuration has changed in a significant way - DRM is no longer valid
6017 User tried to acquire a license by using a stream - The stream is unprotected
6017 MediaElement failed to play the DRM-protected content.
6018 Silverlight is unable to store files it needs to play your movie or TV show
6030 The license contains an unsupported license protection
6208 DRM initialization failed - Silverlight should address the problem

If you have received any of the errors above, please follow the steps below:

Windows

Download and run the Microsoft Fix it tool. This is a free application from Microsoft that will fix the majority of Silverlight issues. Please make sure all web browsers are closed when running the 'Fix it' tool.

Microsoft Fix It

Open a browser and try streaming a movie or TV show again.

If the Microsoft Fix it tool did not resolve the issue, try the steps below:

  1. Quit all open browsers - including this window.You may want to print or write down the following steps.
  2. Press and hold the Windows key and tap the letter R on the keyboard at the same time.
  3. Type %programdata% then select OK.
  4. Open the Microsoft folder.
  5. Open the PlayReady and/or PlayReadySilverlight folder.
  6. Delete the file "mspr.hds".
  7. If you were unable to delete the mspr.hds file, that's Ok, try renaming it to "msprold.hds"
  8. Please then restart your computer
  9. Open a web browser and play your movie or TV show again.

MAC - Clearing PlayReady cache.

  1. Quit all open browsers - including this window! You may want to print the following steps.
  2. Open “Finder”
  3. Select "Go" from the top menu (not within the Finder window)
  4. Click on "Computer"
  5. Select “Macintosh HD” from the devices list
  6. Select the “Library” folder.
  7. Select the “Application Support.”
  8. Select the “Microsoft” folder
  9. Select the “PlayReady” folder
  10. Delete the file “mspr.hds”
  11. If you were unable to delete the mspr.hds file, restart your computer and try these steps again.
  12. Once you have deleted “mspr.hds” open a web browser and play your movie or TV show again.

Alternatively, if you are comfortable using Terminal:

  1. Quit all open browsers - including this window! You may want to print the following steps
  2. Open Terminal
  3. Run sudo rm -f /Library/Application\ Support/Microsoft/PlayReady/mspr.hds
  4. Open a web browser and play your movie or TV show again

 

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