4 Replies Latest reply on Dec 4, 2012 10:15 AM by Justine Burns

    unable to install the adobe protected content module

    Justine Burns

      I'm getting an unable to install the adobe protected content module error while trying to watch video on a website I've used millions of times (http://video.citytv.com/video/ ).    I've checked on your link to find that I'm running  version 10.3.183.29 on mac os x 10.5.8 which is the most current flash I can have with my operating system.  I've changed from Chrome, to firefox to safari to watch this site with no luck on any browsers.  I'm getting pretty frustrated.  Please Help.

        • 1. Re: unable to install the adobe protected content module
          Stephen D. [Adobe] Adobe Employee

          Hi Justine,

           

          We're looking into citytv.com and the brightcove setup there.  

           

          In the meantime, could you see if "known good" content plays using the Mac OSX setup and player you have?

           

          1.  Open the Adobe test player http://drmtest2.adobe.com:8080/TVP/TestVideoPlayer_FP.html
          2.  In the URL field, enter http://drmtest2.adobe.com:8080/Content/anonymous.f4v     (case-sensitive)

          3.  Press the [Update Adobe CP] button.  It should log "AdobeCP update Complete. Updating time: xxxx milliseconds" at the right.
          4.  Press the [Play] button and see if you see the Getty Train video playing.

           

          For our internal testing, we were using the 30Rock episode 6, season 7:

          http://video.citytv.com/video/detail/1971593280001.000000/aunt-phatso-vs-jack-donaghy/

           

          What error are you getting during attempted playback?   

           

          We assume you're from Canada since CityTV is from Canada.

           

          What we see is:  if we try to play this content from the U.S, it fails to play on any platform (Windows 7, Windows XP, Mac OSX 10.8, 10.5.7 with various browsers & players) but we see no error - just blank video area.

           

          When we use a system in our Canada office, playback works and it also works when we use VPN.   Is it possible there is some issue with checking geo-location?   (are you perhaps inadvertently logged into a VPN to the US during your playback tests?   or traveling?)

           

          Thanks.

           

          Stephen

          • 2. Re: unable to install the adobe protected content module
            Justine Burns Level 1

            When I follow the steps you asked me to, I get this:

             

            Start to update AdobeCP

             

             

            [Event type="complete" bubbles=false cancelable=false eventPhase=2]

            AdobeCP update Complete. Updating time: 2064 milliseconds

             

             

             

             

            Prepare to play at Sat Dec 1 15:21:44 GMT-0700 2012

            NetConnection connected. Prepare to play video

            NetStream.Play.Start

             

             

            Status event received on Sat Dec 1 15:21:44 GMT-0700 2012

            code = DRM.encryptedFLV

            level = status

             

             

            DRMError event received on Sat Dec 1 15:21:44 GMT-0700 2012

            Error Code = 3343 [IVError]

            Sub Error Code = 0

            Error Details =

            drmUpdateNeeded = true

            systemUpdateNeeded = false

             

            The error I get from CityTv is:

             

            Unable to install the Adobe protected content module. Click here to update.

             

            I think it's pretty unlikely I'm signed into another VPN, because this problem is in youtube too.  I can still play videos, but I get this error under them:

             

                         Upgrade to the latest Flash Player for improved playback performance. Upgrade now or more info.    

             

            Like I said above in my first post, I definitely am running the latest flash, so I don't know what the problem is.

            • 3. Re: unable to install the adobe protected content module
              Stephen D. [Adobe] Adobe Employee

              Hi Justine,

               

              When I play it here on a Mac OSX 10.5.7 image, and Flash Player 10.3.183.45 (or 48), it works fine for me. 

               

              When I use 10.3.183.29 (Chrome 21.0, Safari 3.23, Mozilla Firefox 15.0.1), I get the same error you're getting (3343 [IV Error].   Build 29 seems to be bad. 

               

              Can you confirm again you have the latest version of Flash?     Go to http://www.adobe.com/go/flashplayer and bring down the latest version - which is either build 45 or 48 (we published 48 this morning).  

               

              With build 45 (released October 1, 2012), I think everything should work.

               

              To be safe, you might want to download the uninstaller too at http://helpx.adobe.com/flash-player/kb/uninstall-flash-player-mac-os.html and run that first.

               

              Sometimes the older (10.3 Flash) builds don't update cleanly over prior versions.


              Regards,

               

              Stephen

              • 4. Re: unable to install the adobe protected content module
                Justine Burns Level 1

                The new update made it work.  Thanks, Stephen!