Frequently asked questions about Player security
Q: What version does Ooyala support?
A: Widevine Modular is a 3rd party content protection mechanism that Ooyala supports as part of its overall content protection offering. Widevine Modular supports playback on Mobile with our SDKs. Customers might also use a Widevine Modular-based app on connected TV devices.
Widevine version releases are updated on a regular basis and are tested by Ooyala to ensure compatibility. As you prepare your implementation, please check with us directly to validate that there are no compatibility issues with the Widevine version that you are interested in using.
Q: Why are my videos not playing in Safari or another browser?
A: One of the first items to check is the browser and browser version. You can check what browser versions we support in our Player Requirements documentation.
Q: Which policies are supported at this time?
A: Ooyala gives you the ability to choose from multiple pre-defined policies. These policies are determined at license issuance time so that a piece of content can be packaged once but authorized for different policies (e.g., renting a movie vs. purchasing a movie). Since these policies may vary over time, you should check with your Customer Success Manager (CSM) or Technical Support contact for the supported policies.
Q: I'm getting the error "License Server Unavailable." What now?
Q: What versions is Ooyala using and/or supporting?
A: Adobe Pass is a third party content protection mechanism that Ooyala supports as part of its overall content protection offering. Adobe Pass versions are updated on a regular basis and are tested by Ooyala to ensure compatibility. Contact your Ooyala Customer Success Manager to validate that there are no compatibility issues with the Adobe Pass version that you are interested in using.
For documentation about the process and requirements for implementing Adobe Pass, you can start with Content Protection Options by Device and then look at Integrating Adobe Pass with Ooyala Player and Steps for integrating Ooyala Player with Adobe Pass.
Q: When is the Ooyala Player Token recommended?
A: The Ooyala Player Token (OPT) is in the category of user authorization tokens that ensures that encrypted content cannot be downloaded until the client has been verified and prevents content from being played in a non-Ooyala player.
We support the Akamai CDN. We only support the CDN token authentication, not combinations of CDN asset and stream-based content protection. For example, you can have Akamai TBA for an asset but not a combination of Akamai TBA and Akamai TBA for mp4 stream.
Q: Will the Ooyala Player Token prevent others from stealing my content?
A: The Ooyala Player Token can prevent the unauthorized access and distribution of your content but it does not cover all possible security breaches. Ooyala has a number of other content protection features that you can use to apply layers of security to your content. For an overview of the levels and layers of security that you can apply to your content, see the article, “Survey of Content Protection Technology" in our Support Center documentation.
Q: I'm getting the error "Invalid Token". Now what?
Q: What happens if a user's cookies are disabled. Will this affect the license request process?
Q: What version are we using?
A: Adobe Access is a 3rd party content protection mechanism that Ooyala supports as part of its overall content protection offering. Adobe Access versions are updated on a regular basis and are tested by Ooyala to ensure compatibility. Contact your Brightcove Technical Support to validate that there are no compatibility issues with the Adobe Access version that you are interested in using.
Q: My viewers are having trouble viewing my videos in Safari. What is going on?
Q: Which DRM policies are supported at this time?
A: In general, Ooyala gives you the ability to choose from multiple pre-defined DRM policies. These policies are determined at license issuance time and can include policies issued on a package or more commonly issued as policies enforced on output controls (such as enforcing no playback if HDCP is not present).
Q: If a piece of content is packaged once and authorized for different policies, how does the player know when to enforce one policy or the other?
A: The license server applies a policy to the asset during runtime. The license server can override any policy attribute specified during packaging. Thus, policies are determined by the license server; the player gets a single policy applied to the asset.
Q: Is Flash Access supported on Android?
A: Flash Access (now called Adobe Access) is supported on Android Air and Android Native implementations. However, you need to be aware of all the various types of support for the different content protection mechanisms and how they interact. You can start by reviewing the article Content Protection by Device in our Customer Support documentation. You should also check with the manufacture as support may change. For example, more recent versions of the Android OS may not support Flash at all.
Q: I'm getting the error "License Server Unavailable". What now?
Other areas to consider revolve around Ooyala’s authorization and license servers. If you cannot resolve the issue, you need to open a help ticket and supply your system information and your logs . You can also use the Ooyala Chrome Extension for Debugging/Troubleshooting to help you work with support.
Q: How often will the player send a heartbeat to establish that a user is watching a video and concurrent streaming limits can be enforced?
A: The player sends a heartbeat every 5 minutes. For example: If a viewer stops watching a video 2 minutes after the last heartbeat, the viewer will not be able to watch another video for another 3 minutes.
Publishers who want to avoid imposing the waiting period between switching videos, can pass the auth_token along in the authorization request for the next video so that the same auth_id (this is used to determine a unique stream) can be used for the next video.
The auth_tokens do expire, but the auth_id can still be extracted from an expired auth_token (there is a separate expiry time for the auth_id). The auth_id expiration time is 10 minutes and is renewed on each authorization and heartbeat request. The values inside the auth_token are encrypted so the auth_id is not visible in plain text. Generally each authorization request will generate a new auth_id. However, if you pass an auth_token generated from a previous request as a query parameter in a new authorization request, our code will try to reuse the auth_id in the old auth_token (as long as it's not expired) and generate a new auth_token with the same auth_id.This allows you to switch between videos quickly without getting blocked for reaching the concurrent stream limit.
Q: Is concurrent streaming supported on the HTML5 player?
Q: Are there any limits on calls made to the Device Management APIs?
A: No. The rate limits only applies for calls made to api.ooyala.com.
Q: When reaching a device limit for an account, what is the error provided by the player?
A: The player will throw a generic license server error. It is up to the publisher to determine what was the exact cause of the error. If device limits are being used, the publisher should call the last_result API after the DRM request. The last_result API will tell you what was the result of device registration (registration happens during DRM request). Here's more info about the last_result API:Device Registration API for Customer Support Portals.
Device limits are account wide. For example, if you have an account with a device limit of 3 and the PPV limit is only 1, only the first device that attempts playback will be allowed to watch the PPV. (Note that this device counts as one of the 3).
Q: How do I resolve the DRM Authorization error "User authorization failed" (Error code 3304 Suberror code 305)?
A: Make sure the viewer's browser has cookies enabled. Without cookies, there is no way to transmit the player token that you generated to authorize playback all the way through the Flash environment to our DRM server. Therefore, the license server does not authorize playback for the movie.