/Troubleshooting

How to resolve DRM issues

Digital rights management (DRM) refers to the technologies and systems that provide copyright protection for digital media. The purpose of DRM is to prevent unauthorized redistribution of digital media and restrict the ways purchased content can be copied.

When DRM issues arise, they may result in error messages, or audio playing without the accompanying video.

DRM issues have a variety of different causes, including:

  • Jailbroken devices

  • Browser extensions, plug-ins, or add-ons

  • Non-compliant HDMI cables

  • Google Chrome default settings

  • An attempt to watch Philo on an Xbox One using an Edge browser (not supported)

Follow the device-specific troubleshooting steps below to resolve your DRM issue.

Philo doesn’t support HDMI-out connections.

    1. Make sure you’re using the latest version of the Philo app.

    2. Restart Philo.

    3. Reboot your mobile device.

    If you’re on an Android device, clear your Philo app cache.

    1. Make sure you’re using the latest version of the Philo app.

    2. Restart Philo.

    3. Reboot your device.

    4. Reset your network connection.

    If your device is connected to your TV through an HDMI, check out our How to fix HDCP issues article.

    1. Make sure you’re using the latest version of your browser.

    2. Disable any browser extensions, plug-ins, or add-ons.

    3. Refresh the page.

    4. Reset your network connection.

    5. Clear your browser cache.

    6. Make sure your adapters, graphics card, software, drivers, video cables, and monitors are all DRM-compliant.

    If you’re using Google Chrome, check out our How to resolve Google Chrome issues article.

Contact our Support team if you're unable to resolve the issue following the steps above.