1182708 - [Netflix] error F7363-3328 and F7363-3374: License Server Error (Adobe)

Status: RESOLVED WONTFIX

(Core :: Audio/Video: Playback, defect, P3)

Description

[Chris Peterson [:cpeterson]]

Netflix reports 379 occurrences of error F7363-3328 (License Server Error) during their 2015-07-09 beta test.

Comment 1

[Chris Peterson [:cpeterson]]

Adobe is trying to reproduce this error using a Netflix's stress test.

Comment 2

[Joe Steele]

We have added a new error code (3374) which is sent when an error occurs getting ready to send a license server message, to distinguish from errors coming back from the license server (3328). This turns out to be the actual error that is being thrown. We will be adding additional sub-error codes to further nail down the location with the next release build (CDM v13).

Comment 3

[Joe Steele]

We added multiple additional error codes to further distinguish this. Once we nail down the root cause -- we will need to remove those erroneous codes.

Comment 4

[Anthony Jones (:ajones, :kentuckyfriedtakahe, :k17e)]

Attachment: error.log

Error F7363-3374-4A0680A8 reproduces on my AMD E1-6010 with a clean profile on Windows 10.

Comment 5

[siong_han]

I also had the Error F7363-3374-4A0680A8.
However only with 64 bits firefox, 64 bits java and 64 bits silverlight Both fireifx and Internet explorer did not run netflix, although only fiefox gave me the above error. Internet explorer, just hang for seveal minutes, than whole pc rebooted

workaround: install 32bits
removed 64 bits firefox, 64 bits java and 64 bits silverlight, reboot,
installed 32 bits firefox, 32 bits java and 64 bits (as I was not able to sleect 32 bits silverlight!) and netflix runs in both Internet Explorer 11 and Firefox

note: this is a new pc with newest and most uptodate windows7, fresh out its cardboard box this afternoon
nothing was installed until I did ful scan for virus, malwarem, etc with spybot and housecal online scanner (nothing found)

Comment 6

[Chris Pearce [:cpearce (Not reading bugmail)]]

Thanks for getting in touch Siong Han! We've seen this error on AMD CPUs, and suspect it's a bug that only shows up on certain CPUs in 64bit Firefox.

Can you help us? Can you please run "dxdiag", and save the system information, and upload that here so that we can see if there's something about your system that's causing this?

To do that:
1. Open the "run command" dialog by pressing WindowsKey + R.
2. Enter "dxdiag.exe" (without the quotes) in the dialog box that pops up and press Enter.
3. Click the "Save All Information" button, and save the diagnostic information to a file
4. Attach the file here to this bug by clicking the "Add an attachment" link in the attachments section above.

Thanks very much!

Comment 7

[siong_han]

Attachment: Siong_DxDiag_32bits_with Firefox32bits.txt

Siong

Comment 8

[siong_han]

Hi Chris

Sure mate,
But like I said it only shows up with the Firefox 64bits version (all with default settings)
At the moment I will send you my sysinfo with 32bits
At the time of geting the error I already had the newest versions of java, flash, silverlight and shockwave installed
But no virus scanner running and only the windows firewall runnung

ps
Would you like me to remove firefox 32 bit first and than install firefox 64bits and send you the logs again?

Kind regards,
-- 
Siong Han

Comment 9

[Chris Pearce [:cpearce (Not reading bugmail)]]

Thanks Siong, that's exactly what I needed.

From that diagnostics file, I can see you have a "AMD A4-6210 APU with AMD Radeon R3 Graphics" CPU. We have a theory that there's something about AMD CPUs in 64bit mode that is causing this crash. Thanks to you we now have more evidence to backup that theory.

We'll keep working on this. In the meantime, 32bit Firefox should work for you on Netflix.

Comment 10

[siong_han]

You are welcome, should you need any testing done, please let me know

Comment 11

[Joe Steele]

@cpearce -- We got an AMD E1-6010 machine with the appropriate CPU/GPU. Unfortunately, we are able to playback Netflix using Nightly x64 v46.0a1 from 2016-01-22. Do you have any theories as to what else we should try? Does this still happen for you on the latest Nightly?

Comment 12

[Chris Pearce [:cpearce (Not reading bugmail)]]

Anthony: Can you still reproduce on your craptop?

Comment 13

[Anthony Jones (:ajones, :kentuckyfriedtakahe, :k17e)]

F7363-3343-2B0F4611 on 64 bit Firefox
WFM on 32 bit

Comment 14

[Anthony Jones (:ajones, :kentuckyfriedtakahe, :k17e)]

Also still able to get F7363-3374-4A0680A8

Comment 15

[Anthony Jones (:ajones, :kentuckyfriedtakahe, :k17e)]

I'm using Windows 10. I don't know if that makes a difference.

Comment 16

[siong_han]

I just installed 64 bits (44.0b9)
Despite it is still updating some plugins in the background, I do not receive the error anymore and can watch netflix normally

Comment 17

[mdoherty1977]

netflix error code F7363-3374-4A0680A8
I got this today. Before today it was working fine. It works in other browsers including explorer :(. Windows 10 Pro with all updates and patches and the latest Firefox. Let me know what information you need and i will upload it.

Comment 18

[Anthony Jones (:ajones, :kentuckyfriedtakahe, :k17e)]

Mass change P2 -> P3

Comment 19

[ignacio167]

I got  F7363-3374-4A0680A8 this days. I have a Acer with AMD A6-6310 APU, graphics card Radeon R5, Windows 8.1, Firefox 48 64 bits. Works fine with Chrome. I dind't try with Firefox 32 bits.

Comment 20

[Chris Pearce [:cpearce (Not reading bugmail)]]

Closing this as we're removing Adobe Primetime support.