Troubleshooting: Video playback issues and DRM (Chrome)

If you're experiencing issues playing videos on ZenVideo while using DRM and the Chrome browser, it could be related to a few common settings. This article summarizes the steps to troubleshoot the problem.

Option 1: Update Widevine Content Decryption Module (CDM)

Widevine CDM is a component in your browser that helps play protected video content. Ensuring it's up to date can resolve many playback issues.

1. Open a new tab in Chrome: In your Chrome browser, type chrome://components/ into the address bar and press Enter.
2. Locate Widevine: Scroll down the page until you find the entry labeled Widevine Content Decryption Module.
3. Check for Updates: Below the Widevine Content Decryption Module, click the Check for updates button.

⚠️Note: The update process is usually very quick and may not show a visible progress bar.

4. Restart Chrome: After checking for updates, close all Chrome windows completely, and then reopen Chrome. This ensures the updated component loads correctly.

Option 2: Ensure Chrome is Fully Updated

An outdated Chrome browser can sometimes lead to unexpected playback problems.

1. Check for Chrome Updates:
   • Click the three vertical dots (More menu) in the top-right corner of your Chrome browser.
   • Go to Help > About Google Chrome.
   • Chrome will automatically check for and install any pending updates.
2. Restart Chrome: Once updates are complete, close and reopen Chrome to apply the changes.

Option 3: Adjust Screen Recording Permissions (macOS & Windows)

In rare cases, system-level screen recording permissions can interfere with video playback. If the above steps don't resolve the issue, try adjusting these settings.

For macOS Users:

1. Open System Settings:
   • Click the Apple menu () in the top-left corner of your screen.
   • Select System Settings (or System Preferences on older macOS versions).
2. Navigate to Privacy & Security: In the System Settings sidebar, click on Privacy & Security.
3. Access Screen & System Audio Recording: Scroll down the right-hand pane and click on Screen & System Audio Recording (or similar wording like "Screen Recording").
4. Review Permissions: Look for any applications listed that have permission to record your screen or audio.
   • If you see applications you don't actively use for screen recording (e.g., third-party recording software, meeting apps you're not currently using), try toggling off their permission. You may need to click the padlock icon in the bottom left and enter your password to make changes.
5. Restart Chrome: After making any changes, close and reopen Chrome.

For Windows Users:

1. Open Settings:
   • Click the Start button (Windows logo) on your taskbar.
   • Click the gear icon to open Settings.
2. Navigate to Privacy & Security: In the Settings window, click on Privacy & Security in the left-hand menu.
3. Access Screen Recording: Scroll down the right-hand pane under App permissions and click on Screen captures and recorder (or similar wording like Screen recording).
4. Review Permissions: Review the list of apps that have access to screen recording.
   • If you see any apps you're not actively using for screen recording, you can try toggling off their access.
5. Restart Chrome: After making any changes, close and reopen Chrome.

If you've followed all these steps and are still experiencing issues, please contact ZenVideo Support with details of the problem and what troubleshooting you've already completed.