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Southwest Airlines Community

Re: Error playing file: Unknown Playback error

NicoleAshley Employee
Employee

Our WiFi Team is attributing your experience to luck since it is not officially supported: 

https://www.southwest.com/html/generated/help/faqs/inflight_internet_once_onboard_faq.html?CLK=SITES....  Thanks!

Nicole
Community Manager

Re: Error playing file: Unknown Playback error

d427747
New Arrival

Thank you for the information, but it doesn't assist in solving the issue.  After the fix was pushed and still experiencing the issue what is the next option to fix?

Re: Error playing file: Unknown Playback error

msfeeley
New Arrival

I am receiving this error 10-10-2019  very frustrating to have no access to entertainment on long flights    Had issues 9/27/19 also going to Phoenix

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Re: Error playing file: Unknown Playback error

NicoleAshley Employee
Employee

@msfeeley, I'm very sorry to learn that you're having issues accessing our entertainment onboard. Can you please share your device type, version, and browser information so I can look into this?

Nicole
Community Manager

Re: Error playing file: Unknown Playback error

Jk0
New Arrival

Hi,

 

I flew on 16 dec and had the same issue, "error playing file, unknown playback error". I was using a Microsoft surface pro and tried Firefox, ie, chrome and edge.  Any solution?

Re: Error playing file: Unknown Playback error

NicoleAshley Employee
Employee

We're so sorry for the frustration, @Jk0. It's possible your flight was having intermittent WiFi issues. Please let us know if it happens again.

Nicole
Community Manager

Re: Error playing file: Unknown Playback error

Njeannea
New Arrival

I am flying on flight SW2513 from SJC to Orlando.  I am on an iPad and I can watch movies fine.  My fiancé is using a windows 10 device and he is getting the same error.  He has switched browsers (Edge, MS Explorer) and he can't watch movies.  Seems like this is a more widespread issue.

Re: Error playing file: Unknown Playback error

dfwskier
Rising Star

@Njeannea wrote:

I am flying on flight SW2513 from SJC to Orlando.  I am on an iPad and I can watch movies fine.  My fiancé is using a windows 10 device and he is getting the same error.  He has switched browsers (Edge, MS Explorer) and he can't watch movies.  Seems like this is a more widespread issue.


Does he have the airtime app on his machine? If not, he needs it.

Re: Error playing file: Unknown Playback error

Jk0
New Arrival

the WiFi was working on the 16 dec flight. Other people were watching programs. 

I flew again on 19 dec and had the same error/issues. 

this is probably the 4th or 5th flight in the last couple months were the error has come up. 

Re: Error playing file: Unknown Playback error

NicoleAshley Employee
Employee
Solution

We're sorry for the frustration on this issue. Because this is a generic catch all error, there are various possibilities that will vary from person to person. As a peer-to-peer support forum, we are not equipped to assist you here, but if you reach out via the options in the link below, a Customer Service Representative will be happy to troubleshoot with you. Thanks!

 

Submitting a Suggestion and/or Complaint

Nicole
Community Manager