FAQ - Frequently asked questions - Find answers to common questions about Axinom Mosaic services


How to fix "The request data does not represent a valid Widevine request" error message?

If you receive the error "The request data does not represent a valid Widevine request" when using Axinom DRM with Widevine in the proxy mode, the request body might be transformed. Double check whether the proxy or some other component is doing the transformation. Try remove or bypass the proxy and see whether you get the same result. If the result is still the same, please contact product support for further help.

How to fix "A content key with the same ID already exists. Use a different ID."

You might be trying to store a content key with a content Key ID which is already in use. Please use another content Key ID.

How to fix "License denied. Your device security level (Level3) is too low for any of the keys in the Entitlement Message" error message?

If you get the above error message, the widevine security level you are using in your token is not compatble in the device you are trying to play the content.As an example, the chrome browser on the desktops will only support widevine security level 3 (L3). So you won’t be able to try playback in a chrome browser with a token specifying L1 security level usage policy.

How to fix "Invalid license request. DRM client models with revoked certificates are not allowed to receive licenses" error message?

This error message indicates that the CDM of the browser has been revoked by Google Widevine.This revocation of certificates is nothing related to Axinom DRM. What happens is, Google maintains a list of device type certificates that are considered valid and allows the respective devices to receive DRM licenses. This list is being maintained by Google on a daily basis. For example, if Google determines that a specific device type’s Widevine CDM implementation has been “hacked” or for other reasons is not considered secure anymore, then Google can remove this device type certificate from the above-mentioned “white list”. Any DRM license service, including Axinom DRM, continuously downloads updates of this white list from Google, typically on a daily basis. If a device type is removed from the list then any devices of that type will not receive DRM licenses going forward.

So updating the Chrome browser typically updates the CDM and you can still update the CDM version manually. With Firefox, rarely auto-update doesn’t work. You still have to do it manually, maybe this is only for Linux.

If users cannot update the Chrome browser version, then they can still try to just update the Widevine CDM.

They can navigate to "chrome://components/" and look for “Widevine Content Decryption Module” (the current version of the CDM will be displayed next to this). There should be a button “Check for update”. Then if the updates are available, user can get the CDM version updated by them selves.

If you need further explanations or clarifications, please feel free to contact "Axinom Product Support".

How to fix "License denied. The DRM message is already expired" error message?

You may have requested a license outside the license expire time mentioned in the license request.Check the DRM message expire time and the request time stamp. Refer to https://portal.axinom.com/mosaic/documentation/drm/entitlement-message#license-configuration further information.

How to fix "License denied. The license request contains a key ID that is not present in the entitlement message" error?

License request sent by the player CDM contains the KeyIDs from the video. When the Licese Service received a Licecnse request, License service compares the keys requested in the License Request and the License service message. If the requested keys are different, the license service throws this error.

How to fix a green screen when playing your encoded content.

The reason can be a key issue or incorrect initialization vector (IV) was delivered in the DRM license. The IV issue can usually only come in case of FairPlay. If we are not dealing with FairPlay, it is highly likely incorrect content key issue.

How to fix "License denied. The FairPlay data set, which is needed in order to process the license request, is not found. Add it and try again." error

If you haven’t shared your FPS data set with Axinom, please feel free to share it with Axinom. You can refer to https://portal.axinom.com/mosaic/documentation/drm/fairplay-and-axinom-drm#share-fps-data-set to find the necessary steps. If you have shared your FPS dataset with Axinom already, please contact Axinom support.

How to fix ”Invalid DRM message. Required property 'id' not found in JSON. Path 'content_keys_source.inline[0]”

This means there is a missing property in the Entitlement Message that is sent to the license service. Please check the entitlemnt message you pass in your token. Refer to https://portal.axinom.com/mosaic/documentation/drm/entitlement-message for further details.

How to fix "Invalid license request. The signature of the license request is invalid. Ensure the DRM client has not been tampered with" error?

You can intercept the license request and then use Axinom decoding tool to see what’s inside https://tools.axinom.com/decoders/LicenseRequest.

There might be several reasons for a signature to be invalid.

  1. CDM corrupting itself to not generate correct signatures anymore. If the error comes for specific devices customer needs to check with device Manufacturer.If this is the reason please contact the manufacturer for further information.

  2. The user has indeed tampered with the device.In this case, contact Axinom support for further analysis.

How to fix "Invalid DRM message. The license duration must not be set together with either the license start or the license expiration date-time." error?

License duration may not be specified together with either license start or expiration date-time. In the License configuration, duration must be specified in one of the following ways.

"license": {
  "duration": 3600


"license": {
  "start_datetime": "2020-11-27T00:00:00+03:00",
  "expiration_datetime": "2100-01-01T00:00:00+03:00"

How to fix "Invalid DRM message. The playback duration in the PlayReady license configuration must be greater than or equal to 1 second."

If you are mentioning “playback_duration” it has to be greater than 0 and you have to mention the time in seconds. Since the “playback_duration” is not a default value, you can skip the attribute in the entitlement message.

How to fix "License denied. Your device security level (Level3) is too low for any of the keys in the Entitlement Message." error?

Usually, Android devices support either L1 or L3, depending on hardware and software implementations. But Chrome on desktops only supports L3. So only L1 certified devices will allow playing the content when the usage policy is mentioned L1. According to the error message, the device you are trying to try the playback is supporting L3 security level. If you need to allow L3 devices to be able to try the playback, you need to specify an L3 policy. https://portal.axinom.com/drm/documentation/drm-protection-and-screen-recording#_how_to_set_the_security_level_with_axinom_drm