If you're seeing an error code, please take a look at the following table to find the possible reason you're seeing the error. This list is not exhaustive and the leading letters (CA or JW, for instance) may not always be what you see below. These change depending on the device you're using.
|
Error Code |
Error Message |
Suggested Action |
|
CA-1000 |
We're sorry, there's a problem with playback of this content. If this issue continues. please contact us. |
We're sorry but this episode is no longer available for playback. Something has gone wrong and it should not still be visible. Please try again at a later time. |
|
CA-1001 |
We're sorry, this episode is not available for your device. |
Unfortunately, we do not have the rights to show this content on your device. Something has gone wrong and it should not be visible. You may be able to view this episode on another device. |
|
CA-1002 |
We're sorry, there's a problem with playback of this content. If this issue continues, please contact us. |
Unfortunately, it appears the media for this episode is missing. We apologise for the delay whilst we work to make this content available to you. Please try again later. |
|
CA-1003 |
We're sorry, this content has been revoked from this device. This could be due to legal restrictions or to enhance the content. We're working to make this available again. |
This content has been revoked and is not currently available. There are several possible reasons we may have removed this content. We will always seek to return the content where possible within a few hours. Please check back later. In certain circumstances, the episode will not become available again. |
|
CA-1004 |
We're sorry, we no longer have the rights to show this content. |
The episode you are trying to watch should no longer be available and due to a technical failure, it still appears available. We apologise for the inconvenience and will try to remove this episode from view as soon as possible. |
|
CA-3000 |
We're sorry, you must be located in the UK to view this content. |
We have determined that you are not located in the UK. We are legally obliged to prevent access from other geographic areas for legal reasons. We determine your location by IP address. Rarely, but occasionally, we may get this wrong and block a UK based user. If you are located in the UK, Channel Islands or Isle of Man and are getting this error, please contact us with your location, ISP name and IP address and we'll attempt to resolve the issue. |
|
CA-4000 |
We're sorry, something has gone wrong. Please try again later. |
Unfortunately, we've had a technical failure with this episode. Please contact us if this issue persists. |
|
CA-4003 |
We're sorry, we have been unable to generate a licence for your device at this time. Please try again later. |
There has been an issue generating a valid license on your device. There are three possible causes for this error. 1) The time and date on your device are not accurate. Please check your date, time and timezone to ensure they are correct and try again. 2) You have a stale player cached in your browser. Please clear your cache, close and re-open the browser window and try again. 3) It's possible you are not using a supported platform and we're unable to offer playback on your device. If you believe this to be incorrect, please contact us. |
|
JW-1001 |
We're sorry, there has been an error loading the player on your device. |
Unfortunately, we've had a technical failure in our system. Please contact us with a description of your error, the error code, details of your device and which episode you are attempting to play, and we'll do our best to fix the problem as soon as possible. |
|
JW-1010 |
We're sorry, there has been an error loading the player on your device. |
This error can occur in Chrome if you have Protected Content Playback disabled. This error can occur in Firefox if you have DRM Content disabled. |
|
JW-1011 |
We're sorry, there has been an error loading the player on your device. |
This error can occur if your device has the incorrect date or time set. Please ensure you have the correct date, time and timezone set on your device and try again. Please contact us if this issue persists. |
|
JW-2002 |
We're sorry, there has been an error loading the player on your device. |
It appears our player has had problems accessing the media you are attempting to play. Please check your network connection and try again. It's also possible that we're detecting you as being outside of the British Isles. If you believe this to be incorrect, please contact us with your location and IP details and we can look into this further. If this error persists, we recommend you follow our video playback checklist here. |
|
JW-5000 |
We have detected that you are using an ad blocker. Unfortunately, this service will not work when ad blockers are used so please disable it in order to enjoy our content. |
My5 uses advertising to help support our service, to ensure that a wide selection of your favourite shows are available for you to watch for free. To continue watching 5 content, please disable your Ad Blocker software and refresh the page. |