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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

DRM (Digital Rights Management) is a technology that protects copyrighted video content. If your browser does not have DRM enabled, you may see a playback error on Digital Theatre+. Follow the steps below to resolve the issue.

1. Enable DRM Settings

Ensure your browser allows DRM content:

  • Edge:

    • Go to edge://flags/. (On newer versions of Edge, Widevine is enabled by default — if the Widevine flag does not appear, proceed to Step 2.)
    • 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 across multiple browsers, the video may have an encoding issue. Please contact Digital Theatre+ Support so our team can investigate and re-publish the content if needed.

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 Digital Theatre+ Support and include the following information in your message. Our team will get back to you as quickly as possible.

  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 shown under "MSE" (Media Source Extensions) and "EME" (Encrypted Media Extensions).