LogsF-2316

Widevine licence denials blocking playback on Android 3.4.1

Ack SLA remaining11m 00sof 15m 00s

DRM failure rate

7.42%

from 0.31% · +9.1σ

Affected users

96,400

Android · app 3.4.1 · all tenants

Cancels at risk

3,240

Modelled over 30 days

Detected

4m ago

28 Aug 14:16 UTC

Attributable to

SimpleStream

App and player quality. Crash, start failure, TTFF, version regressions.

Response

Detected

Detected
Acknowledged
Investigating
Routed
Resolved

11 minutes left on the acknowledgement clock.

Discussion

0 messages

Not routed yet. Nobody outside this tool knows about this finding.

Description

Licence acquisition is failing for 7.42% of Android play attempts against a 0.31% baseline, and the rate is still climbing. Every failure carries DRM-9010 — licence denied — and every affected session is on app 3.4.1; 3.4.0 devices in the same cohorts are unaffected, which rules out the licence service itself and points at the client. Users see a spinner and then an error, so this is a hard block rather than a degradation: nobody in the affected cohort can watch anything. Exit-before-video-start has already tripled in the same window.

Suggested action

Ask SimpleStream to roll back 3.4.1 on Android or ship a hotfix to the licence request path, and to confirm whether the 3.4.1 player is sending a malformed or expired licence challenge.

Related logs

3 signals · expand a row for the event data

2026-08-28T14:16:00.000ZS-9042 SEASONAL BASELINE DRM failure rate — observed 7.42%, expected 0.31%+9.1σ

Detected: 28 Aug 14:16 UTC4m ago
Detector: Seasonal baseline
Slice: Android · app 3.4.1
Confidence: 99%
Affected users: 96,400
Observed: 7.42%
Expected: 0.31%
Deviation: +9.1σ

Event dataNPAWGET /npaw/v1/data/playback200215mss-9042-05d2f

{
  "timestamp": "2026-08-28T14:16:00.000Z",
  "endpoint": "GET /npaw/v1/data/playback",
  "requestId": "s-9042-05d2f",
  "status": 200,
  "latencyMs": 215,
  "request": {
    "metric": "DRM failure rate",
    "slice": "Android · app 3.4.1",
    "detector": "baseline",
    "window": "6h"
  },
  "response": {
    "observed": "7.42%",
    "expected": "0.31%",
    "deviation": "+9.1σ",
    "confidence": 0.99,
    "affected_users": 96400,
    "columns": [
      "app_version",
      "attempts",
      "denied",
      "denial_rate"
    ],
    "rows": [
      [
        "3.4.1",
        "245,330",
        "18,204",
        "7.42%"
      ],
      [
        "3.4.0",
        "198,410",
        "612",
        "0.31%"
      ],
      [
        "3.3.2",
        "24,880",
        "71",
        "0.29%"
      ]
    ]
  }
}

Query

SELECT app_version, count(*) AS attempts, countIf(error_code = 'DRM-9010') AS denied,
       round(100 * countIf(error_code = 'DRM-9010') / count(*), 2) AS denial_rate
FROM semantic.playback
WHERE platform = 'Android' AND started_at >= now() - interval '60 minutes'
GROUP BY app_version ORDER BY denial_rate DESC

2026-08-28T14:17:00.000ZS-9043 THRESHOLD RULE DRM-9010 event volume — observed 18,204, expected 240+75.9×

Detected: 28 Aug 14:17 UTC3m ago
Detector: Threshold rule
Slice: Android · app 3.4.1
Confidence: 99%
Affected users: 96,400
Observed: 18,204
Expected: 240
Deviation: +75.9×

Event dataFIREBASEPOST /bigquery/v2/projects/sony-one/queries200216mss-9043-05d30

{
  "timestamp": "2026-08-28T14:17:00.000Z",
  "endpoint": "POST /bigquery/v2/projects/sony-one/queries",
  "requestId": "s-9043-05d30",
  "status": 200,
  "latencyMs": 216,
  "request": {
    "metric": "DRM-9010 event volume",
    "slice": "Android · app 3.4.1",
    "detector": "rule",
    "window": "6h"
  },
  "response": {
    "observed": "18,204",
    "expected": "240",
    "deviation": "+75.9×",
    "confidence": 0.99,
    "affected_users": 96400
  }
}

2026-08-28T14:18:00.000ZS-9044 COHORT DECOMPOSITION Exit before video start — observed 9.860%, expected 3.100%+3.2σ

Detected: 28 Aug 14:18 UTC2m ago
Detector: Cohort decomposition
Slice: Android · app 3.4.1
Confidence: 94%
Affected users: 71,900
Observed: 9.860%
Expected: 3.100%
Deviation: +3.2σ

Event dataNPAWGET /npaw/v1/data/playback200217mss-9044-05d31

{
  "timestamp": "2026-08-28T14:18:00.000Z",
  "endpoint": "GET /npaw/v1/data/playback",
  "requestId": "s-9044-05d31",
  "status": 200,
  "latencyMs": 217,
  "request": {
    "metric": "Exit before video start",
    "slice": "Android · app 3.4.1",
    "detector": "cohort",
    "window": "6h"
  },
  "response": {
    "observed": "9.860%",
    "expected": "3.100%",
    "deviation": "+3.2σ",
    "confidence": 0.94,
    "affected_users": 71900,
    "columns": [
      "app_version",
      "attempts",
      "denied",
      "denial_rate"
    ],
    "rows": [
      [
        "3.4.1",
        "245,330",
        "18,204",
        "7.42%"
      ],
      [
        "3.4.0",
        "198,410",
        "612",
        "0.31%"
      ],
      [
        "3.3.2",
        "24,880",
        "71",
        "0.29%"
      ]
    ]
  }
}

Query

SELECT app_version, count(*) AS attempts, countIf(error_code = 'DRM-9010') AS denied,
       round(100 * countIf(error_code = 'DRM-9010') / count(*), 2) AS denial_rate
FROM semantic.playback
WHERE platform = 'Android' AND started_at >= now() - interval '60 minutes'
GROUP BY app_version ORDER BY denial_rate DESC

Clustered support tickets

2 matched

Cannot play anything since the update — just an error
ZD-88412 · Revolut BR
3m ago
Video won't start on my phone
ZD-88414 · Nexo Bank MX
2m ago

Sample affected users

b7c41e023f9a2d18c1e58b93