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Error 6002

Updated

If you are experiencing this issue using Quickflix, we've tried to highlight the possible troubleshooting steps needed to help get you back up and streaming!

6002: The software failed to download to the user’s computer - Client cannot connect to the Microsoft Server

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

Windows

1. 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

2. Open a web browser and play your 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 re-naming it to "msprold.hds"
  8. Please then restart your computer.
  9. Open a web browser and play your movie or TV show again.

Mac - Clear PlayReady Cache.

  1. Quit all open browsers - including this window. You may want to print or write down 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'd prefer to use 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

Check your DNS/Proxy Settings.

  1. Have you altered your DNS (Domain Name Server) settings? If so, you will need to adjust your DNS settings back to  "automatic" or revert them back to their original state.
  2. Do you have a Proxy server currently operating? If so, you may need to adjust your Proxy server settings or try switching off the server altogether.

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