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Video on Demand connection error messages

Use these Video On Demand error messages to troubleshoot VOD connection issues from bandwidth to authentication issues. Understanding these on-screen error messages can help troubleshoot common technical issues to help ensure that you can access Video On Demand content when you need to.

On screen error message

Help CodeMessage NameMessage TextAdditional Info
X1No Connectivity DetectedInternet connectivity is not detected. Please check your network connection and network settings.For more help, please visit www.shawdirect.ca/vod on your computer. HELP CODE: X1This is the standard message that will be displayed when the receiver is not connected to the internet. Start troubleshooting at the connection between the receiver and home router.
In rare cases (such as a system-wide network outage), this message may also be displayed.
X5Insufficient Network Bandwidth

Attention! We are having trouble streaming this title.Your internet connection may not meet the minimum requirements, or network bandwidth might be insufficient at this time.Please try again later or run the connection speed test available in the Network menu. For more help, please visit www.shawdirect.ca/vod on your computer.

HELP CODE: X5

Review the minimum speed requirements, and ensure no other devices in the home are consuming a large amount of bandwidth. Run the speed test (after stopping VOD playback) and check the results.
In some cases, rebooting the router/modem may resolve; or the issue may be caused by external network traffic outside the home.
X7Cannot reach the ShawOn Demand (SOD)servers

Attention! We are having trouble reaching the Shaw On Demand servers. Please verify your connectivity and try again later. If this message persists, there may be a configuration issue. For more help, please visit www.shawdirect.ca/vod on your computer.

HELP CODE: X7

This message indicates the receiver is connected to the internet, but is not getting the expected response from the SOD server. It may be a Shaw-side issue.
W4License Not Available(Item Out of Window, or Not Subscribed)

Attention! This item is not currently available for order. It may be included with a channel you do not subscribe to,or may not be released yet. Please check back later, or visit www.shawdirect.ca/vod to view the packaging and availability window for this title.

HELP CODE: W4

This message means a license is not available for the receiver to order the asset you have selected. This may be because you have selected an asset which is out of window (e.g. in the "Coming Soon" category) or because you have selected content provided by a network not included with your subscription.
X9VOD Authentication Has Failed

Attention! VOD authentication has failed. Please ensure your receiver has satellite signal and current Guide data, and then try again. For more help, please visit www.shawdirect.ca/vod on your computer.

HELP CODE: X9

This can appear if you have attempted to access VOD immediately after rebooting the receiver, and the Guide is not yet available. Generally, waiting a couple of minutes and trying again will resolve.
X3General problem starting VOD playbackAn unexpected VOD error has occurred. Please try again later.NA
400, 401, 402, 403, 404, 500, 501, 502 and 503General HTTP error

Attention! An unexpected VOD error has occurred. Please try again, or contact customer support if this error persists.

HELP CODE: 000

The receiver is connected to the Shaw On Demand servers successfully, but we're not able to return the requested data. Usually, trying again in a few minutes will resolve. These errors can also be seen when the receiver is not authorized for VOD access.

S.22046

Asset is already being streamed on another device

Attention! This title cannot be started as it appears to be currently streaming on your account. If this is not the case, please try again. You may need to wait up to 10 minutes to resume playback.

HELP CODE: 22046.

The SOD server thinks this order is already being streamed on another device (i.e. the website or another satellite receiver on the account). If it isn't being streamed on another device, dismiss the error, press STOP, and then resume the order from My Orders. It should work on the 2nd try.
-14531Generic Account Authentication ErrorAttention! An unexpected VOD error has occurred. For help, please visit www.shawdirect.ca/vod and reference the following error code: -14531.Please call technical support for more information regarding your Shaw Direct account.
N1.Network error connecting to SD serverWe are having trouble reaching the Shaw On Demand servers. Please verify your DSR is connected to your home internet connection and try again. If this message persists, there may be a configuration issue. For more help, please visit www.shawdirect.ca/vod on your computer.NA
N2.Network error connecting to content serverWe are having trouble reaching the Shaw On Demand servers. Please verify your DSR is connected to your home internet connection and try again. If this message persists, there may be a configuration issue. For more help, please visit www.shawdirect.ca/vod on your computer.NA
H1.HTTP error returned from SOD serveWe are having trouble communicating with the Shaw On Demand servers. Please try again. If this message persists, check your connectivity or contact customer support. For more help, please visit www.shawdirect.ca/vod on your computer.NA
H2.HTTP error returned from content serverWe are having trouble communicating with the Shaw On Demand servers. Please try again. If this message persists, check your connectivity or contact customer support.NA

S. Error Code>

Other SOD error returned from SOD serverAn unexpected VOD error has occurred. Please try again, or contact customer support if this error persists.NA

D. Error Code>

Any problem communicating with the DRM serverWe are having trouble starting playback. Please try again. If this message persists, there may be an On Demand outage. Please contact customer support.NA

S.40925

Geo Location ErrorShaw Direct On Demand content is only available within Canada. The location provided by your internet connection does not appear to be within Canada.Incoming connections are validated against a 3rd-party industry standard database to determine the approximate location of the IP address. If the you are in fact in Canada and using a Canadian ISP, you may need our technical support agent to resolve this issue.

S.40923

IP BlacklistedWe are unable to start playback as connections from this IP address are not permitted.If your IP address is not allowed to connect to the Shaw On Demand servers. You may need our technical support agent to resolve this issue.