Error message on Desktop/Laptop – ‘Device/browser does not support premium content’ or ‘Device browser update: 6002’
Kindly follow below checks one by one. All checks may not be required, one should go to next check if the previous check did not work.
Check 1– Video should be tried to play in recommended browsers (in Laptop – updated Chrome, Firefox, or Edge). The browser should be updated. Detailed browser recommendations –
Check 2- If the chrome and device are updated and from the recommended browsers, then try below –
Go to chrome and click on the 3 button toggle at the top right> Go to ‘Settings’ > Go to ‘Site settings’
- Go to the ‘Media’ section
- Go to ‘Protected content’
- Make sure that it is ticked as ‘allowed’.
Or you can open this directly in your chrome tab – chrome://settings/content/protectedContent?search=protected+content
Check 3 –
If you have already tried in chrome, then please try in updated Firefox or Edge and in incognito mode.
If you had earlier tried in some other browser, then please try in updated Chrome in incognito mode.
In summary – kindly try 2 at least 2 browsers (One chrome and another anyone out of Edge & Firefox) and try in the Incognito tab.
Check 4 -After following the above checks, If the issue is still observed then please contact our team at firstname.lastname@example.org with the below details.
Please send us the following details-
1. Video ID
2. Device, OS, and browser details where the issue is observed.
3. Page access of the embedded video
4. IP address – check the issue again and immediately after that check the IP in google by searching – My IP on google, We will check that IP in logs.
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