Error code 6002-6008
Error code 6002-6008 usually indicates a problem with the Content Decryption Module (CDM), which is responsible for DRM (digital rights management) and secure playback of content. If you receive this code, follow the steps below to try to resolve the issue:
- Restart the app.
- Sign out and sign in again.
- Check whether the error code appears in the Viaplay app on multiple different devices and/or on Viaplay.is in multiple different web browsers.
If the problem persists, continue with the steps below:
Checkpoints for all devices
- Turn off devices completely and restart them after 1–2 minutes.
- Check that the Viaplay app is updated to the latest version.
- Check that the operating system on the device is updated to a current version that supports Viaplay. You can see the requirements for your device here.
- Reinstall the app on your device according to the instructions here. Exceptions for the following devices:
- Samsung TVs: Reset Smart Hub instead.
- Hisense VIDAA: Skip this step.
- Try connecting to another Wi-Fi network or use mobile hotspot sharing from a mobile device.
- Test the speed of your internet connection using any speed test service. For example via this one. Check that it meets the requirements:
- At least 10 Mbps for HD video
- At least 25 Mbps for multiple simultaneous streams
Device-specific checkpoints
PC / Mac
- Remove or disable browser extensions that may cause conflicts.
- Try using a private window (Incognito/InPrivate mode).
- Close unnecessary background applications via Task Manager.
iOS / Android devices
- Reset the network settings on your device.
Smart TV
- Disable motion enhancement features such as Auto Motion Plus, TruMotion, or MotionFlow, etc.
If it still does not work
If the error code persists after checking all the points above, contact customer service.
