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How to Resolve Other Error Messages

Notice

This document is a machine-translated draft and is currently undergoing review. Some content may be inaccurate or differ from the original Korean version. For the most precise information, refer to the Korean documentation.

This document compiles the causes and solutions for major error messages that may occur during player installation, launch, and video playback. Find the error message you encountered in the list below and follow the recommended steps.

Player installation and loading errors​

"This file is unsafe."​

  • Cause: The antivirus program installed on your PC or the Windows built-in firewall has mistakenly identified the player installation file as a threat and is blocking normal installation.
  • Solution: Temporarily disable or stop the real-time protection feature of your antivirus program, then try installing the player again. For detailed configuration steps by antivirus program, refer to the Conflicts with antivirus programs document.

"Dll version mismatch. please uninstall the program and reinstall it."​

  • Cause: Some of the player's component files may be corrupted, or the antivirus program at a public location (PC café, library, etc.) may have arbitrarily blocked essential DLL files.
  • Solution: Completely uninstall the existing Kollus Player app and reinstall the latest version. For public locations, it is also recommended to manually add the player folder to the antivirus scan exclusion list.

"Cannot open Kollus Player file." / "cannot open the following file."​

  • Cause: An error occurred while overwriting font files (*.ttf) during installation, or a new program installation is being blocked by the internal security policy of a corporate or work desktop.
  • Solution: Cleanly uninstall the previously installed player from the Control Panel, then download and install the latest version. For corporate security PCs, right-click the installation file and select [Run as administrator] to proceed with the installation.

Player launch and permission errors​

"A storage error has occurred. player initialization has failed."​

  • Cause: The internal folders or permission information of the currently logged-in Windows user account are corrupted, preventing the player from creating initialization data.
  • Solution: Since recovering the permissions of the existing account may be difficult, create a new user account (with administrator privileges) through Windows Settings, log in with it, and try again.

"Do you want to allow this app to make changes to your device?", "failed to launch the website."​

  • Cause: The integration permissions between the browser and the player agent have not been approved, or the files are in a corrupted state.
  • Solution: Completely uninstall the existing Kollus Player app and reinstall the latest version.

"Active defense ~" error message​

  • Cause: The 'Active Defense' feature of AhnLab (V3, etc.) antivirus programs is mistakenly identifying the Kollus Player module activexplayer.ocx as a threat and blocking it.
  • Solution: Go to the settings menu of your antivirus program (V3, etc.), check the [Active Defense] notification history, and change the blocking setting for Kollus Player-related files to [Allow] or unblock them.

Media playback and concurrent execution errors​

"Playback is terminated because it cannot run simultaneously." / "playback is stopped because more than one player cannot run at the same time."​

  • Cause: Multiple browser windows are open, or the player is already running as a background process. This can also occur when the system timeline is corrupted due to a Fast Startup error.
  • Solution:
    • Close all open browsers, clear cookies and cache, then restart.
    • If it is a system timeline error: go to [Control Panel] > [Power Options] > [Choose what the power buttons do], uncheck the [Turn on fast startup (recommended)] option (OFF), then reboot the PC using [Restart].

"Playback is interrupted due to duplicate login with the same id."​

  • Cause: The content provider (e.g., educational website) has a security policy that limits the number of devices that can stream simultaneously, and the limit has been exceeded.
  • Solution: Log out from other devices (smartphone, PC, tablet, etc.) where you were previously watching, or reboot those devices to forcefully terminate any remaining playback sessions (processes) left in the browser.

"The playback validity period has expired."​

  • Cause: The content is protected by DRM (Digital Rights Management) technology, and the subscription period or available viewing time has expired.
  • Solution: This policy is determined by the content provider's (academy, school, company, etc.) operational guidelines. For payment information or subscription period extensions, please contact the customer support of the site you are using directly.

"Please refresh the page."​

  • Cause: The current internet network environment is temporarily unstable, or a temporary communication disconnection has occurred due to the firewall security policy at a corporate, school, or public location.
  • Solution: Refresh the browser page ([F5] or [Ctrl]+[F5]). If the issue persists at a public location, try connecting via a stable wired network or a mobile hotspot instead of Wi-Fi.

Network and authentication errors​

"An error occurred while verifying the current authentication information. please contact the administrator of the content provider's website. (-8672)"​

  • Cause: A firewall program or VPN software is installed in the viewer's network environment and is blocking communication with the authentication server.
  • Solution: Disable or remove the firewall or VPN program, then try playing the content again.

date and time errors​

"Unknown playback error" or "browser certificate error"​

  • Cause: If the system date and time on the PC differ significantly from the actual time, an error occurs during the player's authentication process.
  • Solution
    1. Type 'Control Panel' in the Start menu search bar and open it.
    2. Click [Clock and Region] > [Date and Time].
    3. Click the [Internet Time] tab > [Change settings].
    4. Check [Synchronize with an Internet time server], then click [Update now].

Windows internet options errors​

A message saying "show all content" appears in Windows and the video terminates​

  • Cause: Mixed content (a combination of HTTP and HTTPS) is being blocked by the browser's Internet Options security settings.
  • Solution
    1. Go to [Control Panel] > [Internet Options] > [Security] tab.
    2. Select the [Internet] or [Trusted sites] zone, then click [Custom level].
    3. Change the [Display mixed content] setting to [Enable].
    4. Click [OK], restart the browser, and try again.