How to fix Video Playback Failure – Error Code: 101102 [Cognite Official]

Overview

If you're seeing the following message while trying to view a training video:

"Sorry, the video player failed to load. (Error Code: 101102)"

This typically indicates that the video player was unable to retrieve required content to load the video properly. It often stems from issues related to network restrictions, browser settings, or interference from security tools.

What Causes This Error?

This error is commonly caused by one or more of the following:

1. Network Restrictions (ISP or IT Firewall)
    
   • Your Internet Service Provider (ISP) or company’s IT department may block certain domains or streaming content by default.
      
   • This often includes content delivered via JW Player CDN (*.jwpcdn.com) or HLS.js video streams.
      
2. Popup Blockers or Browser Extensions
    
   • Aggressive ad-blockers, privacy tools, or script-blocking extensions may prevent the video player from loading required scripts.
      
3. Corporate VPN or Proxy
    
   • VPNs or proxy servers may interfere with loading video assets or chunked data needed for smooth playback.
      
4. Browser Compatibility Issues
    
   • Older browser versions or unsupported browsers can sometimes fail to handle HLS streaming or chunked video delivery.
      

How to Fix the Issue

Here are several steps you can take to resolve the error:

1. Check Internet Connection

Ensure you have a stable connection. Try refreshing the page or loading a different website to confirm.

2. Disable Browser Extensions (Temporarily)

• Disable ad-blockers, script blockers, or privacy extensions.
   
• Refresh the page and attempt to play the video again.
   

3. Use an Incognito/Private Window

This helps test the video in a clean environment without extensions or cached data. Or sometimes cached scripts cause issues. Clear your browser’s cache and cookies, then reload the page.

4. Try a Different Browser

If you're using Safari or Internet Explorer, try switching to Google Chrome or Mozilla Firefox for better support of modern video streaming protocols.

5. Whitelist Required Domains

Ensure that your firewall or browser allows access to the following domains:

*.jwpcdn.com

ssl.p.jwpcdn.com

cdn.jwplayer.com

If you're on a corporate network, your IT team may need to assist with this.

7. Contact Your IT Administrator

If you're in a corporate environment, ask your IT administrator to check for:

• Domain restrictions
   
• VPN/proxy rules
   
• Blocked ports affecting video streaming