If you're attempting to play a video on the SBS On Demand website and you are seeing the message: "Video Playback Error", then you will most likely have a browser extension (including: U-Block, Ad-Blocker, Trend Micro), a standalone program or network device that is blocking the video stream.
SBS On Demand is also not supported to operate in conjunctions with VPNs (Virtual Private Network). If you have a VPN enabled and you see the Video Playback Error message, then you'll need to temporarily disable it or add SBS On Demand to your "allowed" list (whitelist the SBS On Demand website). You'll need to contact the support site or host service for support specific to your VPN.
Troubleshooting:
Our videos contain advertisements. Anti-tracking, extensions and some security software is known to interfere with our video playback and will prevent videos from playing. This software may be installed as a browser extension, standalone program or as a network device.
Common programs include:
- Trend Micro Security
- DuckDuckGo Privacy Essentials
- Kaspersky Protection
- Privacy Badger
- Malwarebytes Browser Guard
- Avast, Norton and McAfee (these security programs also contain in-built ad-blockers)
You can also try using a Google Chrome window in an incognito browser to access a video. If you are able to play a video in an Incognito window, then there is an extension on your regular browser which is preventing video playback on the SBS On Demand website.
You can also try using a different browser for comparison.
If you have identified an extension on your browser that is blocking playback, try turning it off by following the steps listed below for each browser:
Chrome
- Click the three dots located in the top right of the browser window
- Select 'extensions' from the menu
- Toggle the button next to the extension to turn OFF.
More information on managing your extensions in Chrome can be found here.
Firefox
- Click the three horizontal lines in the top right of the browser window
- Select 'add ons and themes'
- Toggle the button next to the extension to turn OFF.
More information on managing your extensions in Firefox can be found here.
Edge
- In your Edge browser, select Extensions on the right-hand side of the browser address bar,
- Select Manage Extensions.
- Toggle the button next to the extension to turn OFF.
More information on managing your extensions in Edge can be found here.
Safari
- Choose settings from the Safari menu;
- Click Extensions in the Safari settings window;
- Uncheck the box next to the extension to turn off.
More information on managing your extensions in Safari can be found here.
Some antivirus software, such as Kaspersky or Norton, also have adblocker capabilities. If you have Kaspersky installed on your device, try disabling anti banner to allow videos to play on SBS On Demand.
You'll need to do this directly from the Kaspersky application:
- Open the Kaspersky application on your device;
- Click the settings cog in the bottom left of the screen;
- Click 'protection;
- Toggle the button next to the anti-banner off.
You can also configure anti-banner for specific websites - please refer to the Kaspersky site here for instructions.
Security software can usually be configured to block ads selectively. Please refer to the specific support sites for your individual software for further information.
If you continue to have issues after turning off your ad blocker software, please try restarting your computer.
If the issues persist, please contact our team here.