Error playing file: Unknown Playback error

[NicoleAshley]

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!

[d427747]

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?

[kam2265]

This is still happening. As of yesterday 2/17/20 I am getting the same message using my Surface Pro 7. I can watch TV, but not movies

[msfeeley]

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

[NicoleAshley]

@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?

[Jk0]

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?

[NicoleAshley]

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.

[Njeannea]

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.

[dfwskier]

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@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.

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

[Jk0]

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.