---
title: Desktop App Video Playback Errors – Error Codes, Troubleshooting & System Requirements
description: If any learner encounter an error while playing videos or opening the Desktop App, identify the exact error message or error code displayed on your screen and follow the troubleshooting steps for that specific error.
---

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# Desktop App Video Playback Errors – Error Codes, Troubleshooting & System Requirements

## If you encounter an error while playing videos in the Desktop App, identify the exact error message or error code displayed on your screen and follow the troubleshooting steps for that specific error.

### Error 1001 – App Not Supported in Virtual Machines (on Both Windows app and Mac app)

### What you may see

**“App not supported in virtual machines”**  
**Error Code: 1001**

**or   
“App not supported in virtual machine”  
Error Code: 1002**

### Troubleshooting

1. Make sure the Desktop App is installed and running directly on your computer and not inside a virtual machine.
2. Close the Desktop App completely and open it again.
3. Restart your computer and launch the Desktop App again.
4. If the error continues, contact Support and share a screenshot of the error.

---

### Error 1006 – App Not Supported on External Display (Windows app or Mac app)

### What you may see

**“App not supported in external display”**  
**Error Code: 1006**

### Troubleshooting

1. Disconnect any additional external display connected to your computer.
2. Close the Desktop App completely and open it again.
3. Try playing the video again.
4. If the error continues, restart your computer and try again.
5. If the issue persists, contact Support with a screenshot of the error.

---

### Error 1008 – An Error Occurred (Windows app or Mac app)

### What you may see

**“An error occurred”**  
**Error Code: 1008**

### Troubleshooting

1. Close the Desktop App completely.
2. delete the meta.dat file from application folder   
   for **windows** : https://support.learnyst.com/how-to-delete-the-meta.dat-file-in-the-windows-application  
   for **Mac** : https://support.learnyst.com/how-to-delete-the-meta.dat-file-in-the-macos-application

---

### Error 1021 – An Error Occurred

### What you may see

**“An error occurred”**  
**Reason Code: 0:0:1:0:0**

### Troubleshooting

1. Close and reopen the Desktop App.
2. Sign out of the Desktop App and sign in again.
3. Restart your computer and try playing the video again.
4. If the issue continues, contact Support and share the exact error message or code.

---

### Error 1022

### What you may see

**Error Code: 1022**  
**Reason Code: 0:200:0**

### Troubleshooting

1. Close the Desktop App completely and reopen it.
2. Sign out and sign in again.
3. Restart your computer and try playing the video again.
4. If the error continues, contact Support with a screenshot of the error.

---

### Error 1023 – Update Error while accessing the superlive session

### What you may see

An update-related error with:

**Error Code: 1023**  
**Reason: 3010**

### Troubleshooting

1. Close the Desktop App completely.
2. Restart your computer and try the update again.
3. If the update still fails, uninstall the existing Desktop App.
4. Install the latest version of the Desktop App provided by your school.
5. Sign in again and check whether the video plays normally.

---

### Unknown Device Error – 5:117:0:0

### What you may see

**“Unknown device error”**  
**Error Code: 5:117:0:0**

### Troubleshooting steps:

1. 1. Check whether the learner is using only the **C: drive** on their system and does not have a **D: drive** available.
     2. Collect the learner's **system and device information** for further investigation.
     3. Uninstall the Desktop App and install it in a **different folder/location** on the system.
     4. Once installed in the different location, open the Desktop App and try playing the video again.
     5. If the application opens and the video plays successfully after changing the installation location, continue using the Desktop App from the new installation location.
     6. If the issue still occurs, share the system/device information and error screenshot with Support.

---

### Browser Not Supported – 1:4:-1

### What you may see

**“Browser not supported. This is secure content and cannot be played in your browser…”**  
**Error Code: 1:4:-1**

### Troubleshooting

1. Close the Desktop App completely and open it again.
2. Sign out and sign in again.
3. Restart your computer and try playing the video again.
4. Make sure the latest version of the Desktop App is installed.
5. If the error continues across multiple videos, contact Support with a screenshot of the error.

---

### License Failed – 6:8:2001008

### What you may see

**“ACQUIRE\_LICENSE\_FAIL”** or **“License Failed”**  
**Error Code: 6:8:2001008**

### Troubleshooting

1. Close and reopen the Desktop App.
2. Sign out and sign in again.
3. Check that your internet connection is stable.
4. Restart your computer and try playing the video again.
5. If possible, try playing the video using another stable internet connection.
6. If the error continues, contact Support with the exact error code and a screenshot.

---

### Something Went Wrong – 1:100:6006 on desktop app only

### What you may see

**“Something went wrong”**  
**Error Code: 1:100:6006**

### Troubleshooting

1. Close and reopen the Desktop App.
2. Sign out and sign in again.
3. Restart your computer and try playing the video again.
4. Make sure the latest version of the Desktop App is installed.
5. If the issue continues, contact Support with the error screenshot and details of the affected video.

---

### Frequently Asked Questions

### What should I do if I see an error code that is not listed here?

Take a photo of the error using phone camera and share the **exact error message or code** with Support. The error code can help the Support team identify the appropriate troubleshooting steps.

### Do I need to try every troubleshooting step?

No. Start with the troubleshooting steps listed for the specific error you are experiencing. If the issue is not resolved, continue with the next step or contact Support where indicated.

### What information should I provide to Support?

When contacting Support, please provide:

- Exact error message or error code
- Screenshot of the error
- Affected course or video name
- Operating system and device details
- Whether other videos are also affected
- Whether the same video works on another device, if applicable

Providing these details can help Support investigate the issue more efficiently.

### What if the same video works on another device?

Share this information with Support along with the exact error displayed in the Desktop App. This can help narrow down whether the issue is specific to the device or Desktop App environment.

 Support

If the issue continues after following the relevant troubleshooting steps, contact Support and include the error screenshot and the requested device/video details.

### Desktop App – Supported Platforms and System Requirements

#### Windows

- **Windows 10 and above** are supported.
- The device must meet the Desktop App's security requirements.
- Devices running **Linux** or **ARM-based systems** are not supported.

#### macOS

- **macOS 13.7 Ventura and above** are supported.
- macOS devices are supported only when **System Integrity Protection (SIP)** is enabled.
- If **SIP is disabled**, the Desktop App may not install or open.
- **Mac Mini or Mac devices connected to an external monitor** may be detected as using an external display and can result in **Error 1006 – App not supported in external display**.

#### Linux

- **Linux devices are not supported** by the Desktop App.

#### ARM-Based Devices

- **ARM-based devices are not supported** by the Desktop App.

**Important:** The Desktop App is supported only on compatible systems that meet the required OS, hardware, and security requirements. If the learner is using an unsupported operating system, ARM-based device, or a Mac with SIP disabled, the Desktop App may not install, open, or play videos correctly.

**Important:** This article is applicable **only to schools that use the Learnyst Desktop App** for video playback. The troubleshooting steps here are specific to **Desktop App video playback issues**. **Do not suggest these troubleshooting steps if the learner is experiencing the issue on a web browser, Android app, or iOS app**, as these resolutions are not applicable to those platforms.

 

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