Error Codes

When something goes wrong, every Sovereign app shows a short sentence and a code beneath it, such as Error PLAY-201. This page lists every code, what usually causes it and what you can do about it.

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Reading a Code

A code has two parts. The letters say which area failed: reaching the server, signing in, playing a stream, loading a screen, saving one of your own settings, licensing, or an admin page. The number says who spotted the problem. Codes in the 100s come from your Sovereign server, which knows exactly what went wrong. Codes in the 200s come from the app itself, describing what it saw, such as a request that got no answer or a video the device couldn’t decode.

The same failure has the same code in the web app, on Roku, Android TV, Fire TV, Apple TV, and on phones and tablets. An admin can match a code a viewer reads out to the reports on the Client Errors page, which list the same codes.

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Reaching the Server

Code	Message	Likely Cause	What to Do
CONN-201	Could not reach the server. Check that it is still running and on the same network.	Nothing answered at the server’s address. The server is down, the address is wrong, or the device is on a different network.	Check that the server is running and that the device can reach it. Away from home, see Remote Access.
CONN-202	The server timed out.	The server accepted the connection but didn’t answer in time.	Try again. If it keeps happening, check how busy the server is and whether its media storage is responding.
CONN-203	The security certificate for the server could not be verified.	The server’s HTTPS certificate is expired, self-signed, or issued for a different name than the address you entered.	Renew or fix the certificate, or connect using the exact name the certificate is for.
CONN-204	That server refused the connection.	Something in front of Sovereign, such as a reverse proxy or an identity-aware proxy, turned the request away.	Check the proxy’s access rules and, on a television, the headers it expects.
CONN-205	The server answered with an error. Give it a moment and try again.	Usually a proxy whose Sovereign server is down or still starting.	Wait for the server to finish starting, then check its log.
CONN-206	Something answered at that address, but it is not a Sovereign server.	The address points at a different service or web page.	Check the address and port.
CONN-207	That Sovereign server could not be set up on this device. Give it a moment and try again.	A Sovereign server answered but couldn’t describe itself to the app, often because the server is much older than the app.	Update the server, and check its log if it still happens.
CONN-208	The server is busy. Try again in a moment.	The server asked the app to slow down.	Wait a moment and try again.

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Signing In

Code	Message	Likely Cause	What to Do
AUTH-101	Incorrect username or password.	The username or password is wrong, or the account is locked after too many attempts.	Check what you typed. An admin can unlock the account on the Users page.
AUTH-103	Your account is not allowed to do that.	The account’s role doesn’t permit what was asked.	Ask an admin.
AUTH-201	Your session expired. Sign in again to continue.	The session ran out or was signed out from another device.	Sign in again. Session Length controls how long a session lasts.
AUTH-202	Sign-in failed. Please try again.	The server turned the sign-in down without saying why.	Try again, and check the server’s log.
AUTH-203	The server is having trouble signing you in. Give it a moment and try again.	The server failed while signing you in.	Wait a moment, then check the server’s log.
AUTH-204	The server rejected the sign-in request.	Something in front of the server, usually a proxy, rejected the sign-in.	Check the proxy’s rules for the sign-in paths.
AUTH-205	Too many sign-ins on this network just now. Try again in a moment.	Sovereign limits how often one network can sign in, and everyone on your network shares that limit.	Wait a minute and try again.
AUTH-206	The server no longer recognizes this device. Sign in again to continue.	The server was reset or reinstalled since this device signed in, or the account belongs to a different server.	Sign in again.
AUTH-207	This device can’t hold another user.	A device keeps at most five accounts.	Sign one account out first.
AUTH-208	That code expired before it was approved. Get a new code to try again.	A pairing code wasn’t approved in time.	Get a new code.
AUTH-209	The sign-in request was declined. Get a new code if that was not you.	Someone declined the pairing request on their phone or computer.	Get a new code if you meant to sign in.
AUTH-210	That code has already been used. Get a new code to try again.	The pairing code was approved for a different device.	Get a new code.
AUTH-211	Pairing could not be completed. Get a new code to try again.	Pairing failed for a reason the app couldn’t identify.	Get a new code. If it keeps happening, update the server.

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Playing a Stream

Code	Message	Likely Cause	What to Do
PLAY-101	This video is no longer on the server.	The file was removed or replaced since the page was opened, often by a library refresh.	Go back and open the title again.
PLAY-102	This title’s rating is above the limit set for your account.	The account has a maximum content rating, and this title is rated above it.	An admin can change the limit on the Users page.
PLAY-103	This server is already playing as many streams as its license allows. Stop one to watch this.	Every stream the license allows is in use.	Stop another stream. The Active Streams page shows what’s playing.
PLAY-104	This app described the device incompletely. Update the app and try again.	The app left out part of what the server needs to know about the device.	Update the app.
PLAY-105	The server could not read this video. The storage holding it is not responding.	The server couldn’t read the file in time, usually because a network share has stopped answering.	Check the media storage. NFS Media Storage covers the common causes.
PLAY-106	The video could not be prepared for playback. Please try again.	The server couldn’t produce a playable stream for this title.	Try again. An admin can look for the cause in the server log and the Activity Logs, and on the Hardware Acceleration page.
PLAY-199	The server could not start this video.	The server hit an unexpected problem starting the stream.	Try again. An admin can find the details in the server log.
PLAY-201	This title’s format isn’t supported on this device.	The device can’t decode the video or audio it was sent.	Play it on another device. An admin can check the title’s codecs and Playback Reasons.
PLAY-202	The server refused this stream. Try again to restart it.	The stream’s link expired or was turned away.	Try again. Behind a proxy, check that the video paths aren’t held to a stricter rule.
PLAY-203	The server ended this stream.	The server stopped the stream and its video is gone.	Try again. If it keeps happening, check the server log.
PLAY-204	The server stopped responding.	Requests for the video got no answer.	Check the server and the network between it and the device.
PLAY-205	The stream stalled and could not recover.	The video stopped arriving and recovery didn’t bring it back.	Try again. On a slow connection, a lower video quality helps.
PLAY-206	The stream stopped before the end of the title. Please try again.	The stream ended well before the title’s running time.	Try again, and resume from where it stopped.
PLAY-207	The stream could not be played.	The player hit an error it couldn’t classify.	Try again. The device’s report on the Client Errors page has the details.
PLAY-208	The stream could not be started.	The stream failed to start for a reason the app couldn’t identify.	Try again.

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Loading a Screen

Code	Message	Likely Cause	What to Do
DATA-101	This title’s rating is above the limit set for your account.	The title is rated above the account’s maximum content rating.	An admin can change the limit on the Users page.
DATA-102	The server ran into a problem loading this. Try again in a moment.	The server hit an unexpected problem loading the screen.	Try again. An admin can find the details in the server log.
DATA-103	This app asked the server for something it does not understand. Update the app or the server.	The app and the server are different versions.	Update whichever is older.
DATA-201	That movie could not be found.	The title isn’t in the library any more. The message names what’s missing: a movie, episode, series, collection or person.	Go back. The library may have changed since the page was opened.
DATA-202	The server sent an answer this app could not read.	The app couldn’t understand the server’s answer, often because one of them is out of date.	Update the app.
DATA-299	This could not be loaded.	Loading failed for a reason the app couldn’t identify.	Try again.

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Your Settings

Where a row’s message is in parentheses, the server writes the words for the case, such as the password rules a new password broke.

Code	Message	Likely Cause	What to Do
ACCT-101	Your current password is incorrect.	The current password typed to change it was wrong.	Type it again.
ACCT-102	(the password rules it broke)	The new password doesn’t meet the server’s password rules.	Choose a password that does.
ACCT-103	That email address is already in use.	Another account has that address.	Use another address.
ACCT-104	Please enter a valid email address.	The address isn’t a valid email address.	Correct it.
ACCT-105	(why the picture was turned down)	The profile picture is too large, empty, or not a JPG or PNG.	Choose another picture.
ACCT-199	(what failed)	Another change to your account was turned down.	Try again.
ACCT-201	Could not save your preferences.	Saving a preference failed.	Try again.
ACCT-202	Could not update your favorites.	Adding or removing a favorite failed, so the star went back to how it was.	Try again.
ACCT-203	Could not save your profile.	Saving your profile details failed.	Try again.
ACCT-204	Could not change your password.	Changing the password failed for a reason the app couldn’t identify.	Try again.

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Licensing

These appear on the License page. A failure between your browser and your server shows one of the Reaching the Server codes instead, because only your server can tell whether the licensing service answered.

Code	Message	Likely Cause	What to Do
LIC-101	The licensing service could not be reached. Check this server’s internet connection and try again.	Your server got no answer from the licensing service.	Check that the server can reach the internet.
LIC-102	(the reason, as given)	The action was turned down or ended, and the message says why: a license that can’t move, a wrong recovery code, a server with no license to transfer.	Read the message. If It’s Refused covers the common ones.

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Admin Pages

These appear only to administrators, on the web app’s admin pages.

Code	Message	Likely Cause	What to Do
ADMIN-101	That user no longer exists.	The user was deleted after the page loaded.	Reload the page.
ADMIN-102	You can’t delete your own account here.	You tried to delete yourself from the Users page.	Delete your own account from your profile instead.
ADMIN-103	You can’t change your own role.	You tried to change your own role.	Ask another administrator.
ADMIN-104	A username is required.	The new user’s username was blank.	Enter one.
ADMIN-105	That username is already taken.	Another account has that username.	Choose another.
ADMIN-106	That email address is already in use.	Another account has that address.	Use another address.
ADMIN-107	(why the username or email isn’t valid)	The username has characters the server doesn’t allow, or the email address isn’t valid.	Correct it.
ADMIN-108	(the password rules it broke)	The password doesn’t meet the server’s password rules.	Choose a password that does.
ADMIN-109	That job no longer exists.	The scheduled job is gone.	Reload the page.
ADMIN-110	The scheduler could not do that. The server log has the details.	Starting or stopping a job failed.	Read the server log.
ADMIN-111	(the upload limit)	The backup file is larger than the server, or a proxy in front of it, accepts.	Use a smaller backup, or raise the limit on the proxy.
ADMIN-112	(why the import was turned down)	The file is missing, unreadable, or not a Sovereign backup.	Check you chose a backup exported from Sovereign.
ADMIN-199	(what failed)	Another change to a user was turned down.	Read the message.
ADMIN-201	That media source no longer exists.	The source was removed after the page loaded.	Reload the page.
ADMIN-202	The live log stream disconnected.	The Logs page lost its live connection.	Reload the page.
ADMIN-203	That change could not be made. Try again.	An admin action failed for a reason the page couldn’t identify.	Try again, and read the server log if it keeps happening.