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StarPlayer Installation & error Guide

  • 작성자 : 린반관리자(rin****)
  • 등록일 : 2026-08-07 19:35:49
    • 첨부파일: 첨부된 파일이 없습니다.

StarPlayer Video Playback Troubleshooting Guide

StarPlayer Video Playback Troubleshooting Guide

Please follow this guide if you encounter issues playing course videos.

???? [CRITICAL] Root Cause of Playback Failure After Installation

The primary cause of video playback failure is an incomplete software installation.
StarPlayer requires TWO software components to work together: 1) Dedicated Browser: Shell (App) and 2) Security Player: StarPlayer2 (Agent).

  • Existing Students: No issues occur because StarPlayer2 (Agent) is already installed on their system.
  • New Students: Errors such as "Video cannot be played" frequently occur because students install only the Shell (App) and miss or delete the Security Player (Agent).

???? Please follow Section 1 below to ensure BOTH essential programs are installed.

1. Reinstall Both Required StarPlayer Programs

Uninstall the existing Shell (App), then click [Play] on the website to reinstall, or download both setup files directly via the links below:

???? Windows Installer (.exe) ???? Mac Apple Silicon (M1/M2/M3) (.pkg) ???? Mac Intel Processor (.pkg)
2. Browser & OS Execution Permissions (CRITICAL)

⚠️ Mandatory Permission Setting: 'Always Allow'

Clicking 'Download Installer' on the prompt will launch the StarPlayer2 (Agent) installation.
Due to browser and OS security policies, when prompt windows such as [Open StarPlayer App] or [Allow Host Connection] appear, you MUST select 'Always Allow' for the player to function continuously without error.

3. Official Guides & Self-Troubleshooting FAQ

Troubleshooting Steps:
- Temporarily disable/uninstall third-party antivirus software (e.g., Kaspersky, V3) and reboot PC.
- Turn OFF IPv6 in network adapter settings.
- Completely uninstall StarPlayer, reinstall, and restart your OS.

4. StarPlayer Process Termination Issues

StarPlayer requires two background processes running simultaneously.
If local antivirus software or network firewalls terminate one of these processes, video playback will fail. Please add StarPlayer to your antivirus exception list or check firewall permissions.

5. 1:1 Technical Remote Support Request Form
???? Notice: Most video playback issues can be resolved by reinstalling StarPlayer2 (Agent) & Shell (App), allowing browser permissions ('Always Allow'), and adding antivirus exceptions. If the issue persists, please complete the form below and submit it to Helpdesk. We will assist you promptly via remote connection and chat.
Device Type Desktop / Laptop / Mac
OS Version Windows 11 / Windows 10 / macOS, etc.
Browser Chrome / Edge / Safari / Whale, etc.
Error Message "Video cannot be played. Service disruption occurred or unsupported format."
1st Tech Notes Works on mobile, fails on Desktop Windows (StarPlayer connection stats show normal status).
Remote Request Yes, remote support requested
Course Name Unreal Effect Classic Q&A Batch 3~5
Problem Point Immediately upon clicking the lecture [Play] button
Student Name (ID) Hong Gildong (e3dkd)
Contact (Overseas) cjinsung@naver.com * International Students: Please provide your email address & preferred time slot (KST).

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린반관리자(rin****) https://axissoft.notion.site/FAQ-eng-3b5d937b40d280f5bd55ea1d75080494 2026-08-07 19:38:41

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