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Troubleshooting "Unsupported keySystem or supportedConfigurations" Error

If you encounter the error "Unsupported keySystem or supportedConfigurations" while trying to play video or audio content on Digital Theatre+, it indicates an issue with the Digital Rights Management (DRM) configuration.

Recommended Troubleshooting Steps

1. Enable DRM Settings

Ensure your browser allows DRM content:

  • Edge:

    • Open edge://flags/.
    • Search for "Widevine" and enable it.
    • Restart the browser.

  • Chrome:

    • Go to chrome://settings/content/protectedContent.
    • Ensure "Sites can play protected content" is enabled.
    • Restart the browser.

  • Firefox:

    • Navigate to about:preferences.
    • Enable "Play DRM-controlled content."
    • Restart the browser.

2. Try Different Browsers

If the error occurs in multiple browsers, the video might not be correctly encoded. Digital Theatre+ will attempt to re-publish the content to fix this.

Additional Tips

  • Update Your Browser:
    Make sure your browser is up to date to avoid compatibility issues.

  • Clear Cache and Cookies:
    Sometimes, clearing your cache can resolve playback problems.

  • Test on Another Device:
    Try accessing the content on a different device to see if the issue persists.

Details Needed for Support

If the problem continues, please contact support and provide the following information:

  1. Browser Details:

  2. Content URL:

    • Include the URL of the page with the issue, e.g., https://edu.digitaltheatreplus.com/content/productions/mind-the-gap.

  3. DRM Demo Test:

    • Go to the Bitmovin DRM Demo, check if the video plays, and share the details under "MSE" and "EME".