constant reporting of 404 error on chunk in a loop

Hi all, when we use a phone app encoder to stream to our cloud transcoder and then play from JW Player latest, if the phone encoder stops, the player goes into an infinite loop with a 404 error on the chunk. Our JavaScript onError() handler is not being called, so we cannot kill the player. Why is our onError() not being called? We also notice our onError() is not being called on fatal errors like No level in manifest. Why not?