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 "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".