Troubleshooting Video/Audio Playback
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      1. Help and Support | Digital Theatre+
      2. Technical Support
      3. Troubleshooting Video/Audio Playback

      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".