DRM-X 6.0Troubleshoot protected playback
Troubleshoot DRM-X 6.0 packaging, authorization, certificate, DRM license, manifest, decryption, and playback failures with safe redacted diagnostics.
Failure-stage matrix#
| Stage | Typical evidence | First check |
|---|---|---|
| Entitlement | Your endpoint returns 401/403 | Login, subscription, course, rental, or event access. |
| Session | Playback Session API rejects request | Credential scope, Site ID, Content ID, policy, and published status. |
| Manifest | 404, CORS, parse, or segment error | Registered manifest, delivery hostname, object existence, and response headers. |
| Key system | CDM unsupported or denied | Physical device, browser version, DRM capability, privacy mode, and OS support. |
| Certificate | FairPlay certificate/SPC setup fails | Deployment, content type, authorization, and exact binary transport. |
| License | Provider denial or binary parse failure | Token expiry, DRM match, challenge body, content type, and policy. |
| Decrypt/play | Key status, codec, HDCP, decoder, or media error | KID mapping, allowed tier, output path, codec, and device limits. |
Use safe diagnostics#
- Generate a fresh debug session and reproduce one problem.
- Capture the Live redacted log and Playback diagnostics from the player.
- Keep only stage, event, correlation ID, status, duration, browser/OS, DRM, and redacted Content ID.
- Never include Access Keys, DRM License Tokens, authorization headers, manifest query secrets, native challenges, license responses, certificates, private keys, or content keys.
Platform checks#
Windows Edge
Auto should prefer PlayReady on physical Windows Edge and only use bounded Widevine fallback if the qualified PlayReady startup path fails.
macOS Safari
Use qualified Shaka MSE FairPlay when available, with native HLS fallback. Confirm MSE, FairPlay certificate, CKC, codec, and output policy separately.
iPhone and iPad Safari
Use native HLS FairPlay. Test the real device, gesture/autoplay rules, foreground/background transitions, and exact SPC/CKC bytes.
Android and TV
Check Widevine level, codec, decoder resolution, HDMI/HDCP, Media3 track selection, and lifecycle release.
Before escalating#
Provide the UTC time, debug session ID, correlation ID, Content ID, browser/OS/device, selected DRM, first failed stage, expected result, and redacted log. State whether the same Published protected file succeeds on another platform.