Optus Sport error codes
If you're experiencing an issue while trying to watch Optus Sport, you should see an error code in the Optus Sport app or website.
Listed below are the most common scenarios you may come across and instructions on how to navigate through them.
Can't log in to Optus Sport? Click here.
I'm using a VPN: Optus Sport content is only available to view within Australia due to licensing restrictions from rights holders. Virtual Private Networks (VPNs) can mask a device's location, meaning that Optus Sport cannot verify that the user is in Australia. As such, Optus Sport content cannot be streamed over a VPN connection.
I'm using a Corporate, Government or Educational network: These networks often mask a device's location. This means you may also have difficulties streaming if connected to an office or school network. Click here for troubleshooting steps.
Experiencing streaming issues? Log a case via the Help and Support section of the Optus Sport app or Optus Sport website.
List of error messages & codes
Click on the relevant error below to take you straight to the troubleshooting steps:
All platform error codes (excluding Fetch)
- Device Limit Exceeded
- You're not currently allowed to view this video
- Code 0: Behindlivewindowexception
- Code 9003: DRM license error server error 503
- Are you still watching
- You have exceeded the maximum stream session time. Playback is stopped
- Unable to log in
- You're not allowed to watch this video from your current location
- Oops! Something went wrong…Error Code: 1208. We're having trouble playing this content. Please try again or contact our customer support team
- Code 1301: the media element has thrown a media error
- Code 10 / 1400 / 1403 / 1500: Unable to connect to network
- Code 2003: DRM Playback Issue
- Playback not Ready
- This video is not currently available for your device
- Oops, too many streams at once! Please stop playback on another device before starting on this one.
Fetch error codes
- Incorrect Activation Code / Activation failed
- Are you still watching?
- This channel cannot be recorded
- Purchase failed: ---- error code
Device Limit Exceeded
You've exceeded the number of devices that can be registered to your Optus Sport account at the same time.
Troubleshooting
- You must remove a device to add a new one
- To see all your devices, log into your Optus Sport app: Settings → Account / Account Information → Device management
- Log out manually from one of the currently active devices by going to Settings → Log out
- You also have the option to log out of all devices linked to your account. If you select this option, you'll then be required to log in again on the devices you want to use
Note. If you're viewing Optus Sport on a browser, please note that when in "Incognito" mode, every new session count as a new device.
You're not currently allowed to view this video
You currently don't have an active subscription.
Troubleshooting
- To view all content available on Optus Sport you need to have an active paid subscription. Sign up to your Optus Sport to activate your subscription: - If you already have an Optus Sport account, you can add a subscription here: Settings → Current Subscription → Manage Subscription
- If you have an active Optus Sport paid subscription, please try the following: - Log out of your account and close the application / web browser you're using - Restart the device, open the application / web browser and log in again - Check that you're using the correct Optus Sport username, which you used when purchasing a subscription - Go to Settings → Manage Subscription to check that you have an activate paid subscription
- If you're still unable to access all available content, see Optus Sport billing support
Code 0: Behindlivewindowexception
The content you're viewing has dropped out of sync. This sometimes occurs when you may have paused the stream and left it paused for some time.
Troubleshooting
- Close and restart the video you're watching to refresh the stream
Code 9003: DRM license error server error 503
This error is for iOS / Apple users.
This occurs when you may be attempting to play Optus Sport using an HDMI output from your laptop to your TV or airplay from your iPhone directly to your TV.
Troubleshooting
- To view Optus Sport on a TV screen from your mobile application, we recommend using your AppleTV or casting to a compatible Chromecast device
- Alternatively, you can download Optus Sport on a compatible smart TV
Are you still watching?
There may have been a period of inactivity on TV / remote.
Troubleshooting
- Press the confirmation button to continue watching. If you don't press it within the allocated time your video will stop, and you'll need to select a video to play again
You have exceeded the maximum stream session time. Playback is stopped.
You may have been watching the Optus Sport stream for an extended period of time and the video has stopped.
Troubleshooting
- Restart the stream / video that you were watching to continue your Optus Sport stream
Unable to log in
You may have entered the wrong username and / or password combination.
Troubleshooting
- Check your login details. Note. Usernames and passwords are case sensitive
- Ensure you're on a local Australian WiFi or mobile network and have turned off any VPN connections before logging in to Optus Sport
- Try to log in on a different device to confirm your username and password
- For further support on log in issues, click here
You're not allowed to watch this video from your current location
Optus Sport video content is only available for viewing in Australia.
If you're in Australia, it may be that you are using a VPN / Proxy service, which may make your device appear as being located outside of Australia.
Troubleshooting
- Ensure you're not accessing Optus Sport via a VPN / Proxy
If you're not using a VPN and are still experiencing issues, log a case
Oops! Something went wrong…Error Code: 1208. We're having trouble playing this content. Please try again or contact our customer support team
Optus Sport video content is only available for viewing in Australia.
If you're in Australia, it may be that you are using a VPN / Proxy service, which may make your device appear as being located outside of Australia.
Troubleshooting
- Ensure you're not accessing Optus Sport via a VPN / Proxy
If you're not using a VPN and are still experiencing issues, log a case
Code 1301: the media element has thrown a media error
There was a possible timeout or connection issue.
Troubleshooting
- Try playing the video again
Code 10 / 1400 / 1403 / 1500: Unable to connect to network
There was a possible drop in your Internet connection or an issue with the video player.
Troubleshooting
- Follow the instructions listed in our troubleshooting guide
- Whilst the issue is being resolved, consider watching Optus Sport on another compatible device
Code 2003: DRM Playback Issue
This error happens when there's a problem with our video protection system (DRM). It can occur if your browser can’t connect to the license server needed to play the video. To fix this, please update your browser to the latest version, as this issue affects older versions of Chromium-based browsers.
Playback not Ready
Sometimes due to unforeseen circumstances, games can be delayed, the start time has been changed at the last minute or there are technical issues with the host broadcaster.
Troubleshooting
- Exit the video and try starting the stream again in a few minutes
This video is not currently available for your device
This error may occur when viewing from a mobile / tablet device.
Troubleshooting
- Clear the cache and cookies on your web browser
- Once completed, close and re-open the web browser
- If the issue persists, check the browser / operating system software is up to date
- Try a different browser
Oops, too many streams at once! Please stop playback on another device before starting on this one.
You've exceeded the maximum number of concurrent streams on your account. Our terms of service limit the number of devices that can play content simultaneously across devices on a single user account. This error typically occurs when multiple devices are streaming at once, which may happen if you're sharing your account or using it on several devices.
To resolve this, simply check all devices where you're logged in and currently streaming. Stop playback on one or more devices to free up a stream, then try starting playback again on your desired device. If the issue persists, please log a case via the Help and Support section of the Optus Sport app or website.
Fetch error codes
Incorrect Activation Code / Activation failed
There was an issue with the activation code that was used.
Troubleshooting
- Please re-enter your activation code and note that the code is case sensitive
Are you still watching?
There has been a long period of inactivity on your device.
Troubleshooting
- Press any button to continue watching. If you don't press it within the allocated time your video will stop, and you'll need to select a video to play again
This channel cannot be recorded
This message will display if you try to record a non-recordable channel.
Troubleshooting
- Optus Sport channels and content cannot be recorded
- Check the Optus Sport app or website for more information on content available on-demand
Purchase failed: ---- error code
This message may be the result of a suspension or cancellation of your Fetch service
Troubleshooting
- Reboot your Fetch set top box
Note . If you're still experiencing issues after trying the above instructions, log a case via the Help and Support section of the Optus Sport app or website.