Troubleshooting - DRM

What is DRM? 

DRM stands for Digital Rights Management. It is software for authorizing the playback of copyrighted material and is intended to protect copyrighted material from piracy. Most of the time, you won’t even notice DRM. When DRM works right, the player decodes the protection and begins playback. When it doesn’t, it might be due to compatibility issues with your device and you may encounter some error messages. Please refer to the specific articles in this section for troubleshooting steps depending on the issue you are experiencing. 

I get an error message “HDCP Unauthorized. Content Disabled.” What does it mean? 

If you see an error that says “HDCP Unauthorized. Content Disabled”, it typically points to a hardware problem where your device cannot play protected content. Follow the troubleshooting steps below to resolve the issue.

If you are using a Smart TV or Amazon Fire Stick:

1. Ensure that you are using an HDMI cable
2. Try reversing the ends of the HDMI cable
3. Try a new HDMI cable 
4. If available, try an HDMI port on another TV

I get an error message “Sorry, this browser does not yet support DRM protected content.” What does it mean? 

If you see an error that says “Sorry, this browser does not yet support DRM protected content” it means the browser you are using cannot play protected content. Please clear your cache, close and re-open the browser window and try again.  Alternatively, please use a different web browser. If the error persists, it is possible that you are not using a supported platform and we are unable to offer playback on your device. 

I get an error message “Sorry, this player does not yet support DRM protected content.” What does it mean? 

If you see an error that says “Sorry, this player does not yet support DRM protected content” it means the player you are using cannot play protected content. This issue can occur because of hardware issues on your device, such as audio or video driver issues. Please check for updates and install them. If the error persists, it is possible that you are not using a supported platform and we are unable to offer playback on your device. 

For Fire Stick users:

1. Unplug the device and all of its cords (ie. HDMI cables)
2. Wait 1 minute
3. Re-plug the device and all of its cords
4. Try to play content and watch 

If you are using a Smart TV, try and reboot the TV