Hi, I am suddenly facing issue in playback it is throwing this error “Failed to execute ‘createMediaKeys’ on ‘MediaKeySystemAccess’: Unable to create CDM”. The playback was working but this is observed today only and working in local browser and in Samsung tizenOS but not in LG webOS. let me know if you need more details.
Thank you
What type of player are you using? We cannot check 3rd party solution issues. If you are currently using a third party player solution, please contact the solution support. Thank you.
I have similar problems, and the third party is Shaka Player
Hello,
I’m facing the same issue. Some devices report the following error when attempting to play Live or Catch‑up streams:
“Failed to execute ‘createMediaKeys’ on ‘MediaKeySystemAccess’: Unable to create CDM.”
We are using DASH streams with the HEVC codec and Widevine DRM, and the player is Shaka Player v4.11.4.
The problem occurs across all device groups (LCD, NanoCell, QNED, OLED). Our application is available on 2022–2025 models, but the issue mainly affects 2024–2025 devices.
We cannot check 3rd party solution issues. Please contact the Shaka Player support. Thank you.
I’m using same code base on webOS and Tizen devices. “Unable to create CDM” error occurs only on webOS devices. Maybe it is something device dependent? Also, yesterday I have checked, switching from HEVC to AVC does not solve the issue.
As mentioned above, we cannot check 3rd party solution issues. Please contact the Shaka Player support. Thank you.
Hi, I work on the Shaka team.
We’ve had similar reports, solely on 2025 models. We rely on system capabilities and the CDM to establish encrypted playback. We integrate with EME as described per spec. Unfortunately there isn’t much left to do when createMediaKeys promise rejects our request.
I suspect there’s an issue with the Widevine CDM shipping with these newer models. Happy to discuss this more indepth.
If you are having an issue with a specific TV, please send the following information regarding the TV that is not working and the TV that is working to developer@lge.com.
To check the issue, it must be reproducible. Please also send the following information.
Thank you for getting back to me.
Unfortunately, it’s not really straightforward for us to provide a minimal reproduction case, but I am allowed to share some insights gathered from a friendly platform.
The createMediaKeys promise rejection spikes specifically on webOS 10.2.2 and 10.3.0, while the exception rate is negligible on earlier versions. Across roughly 2 million views, 10.2.2 shows a failure rate for this exact error of around 0.73%. webOS 10.3.0 is slightly lower, but still impactful at roughly 0.63%.
This does not appear to be an “all or nothing” type of issue. It occurs intermittently, for reasons unknown to us. We’re not in a position to inspect anything beyond EME itself, the underlying stack, or the Widevine CDM shipped on those devices, which is essentially the point of DRM. The setup itself was intentionally stripped down and relatively barebones; there’s nothing particularly unusual going on.
From wider production scale testing:
The same initData is shared across all renditions, implying a single key for both audio and video.
We observed the exact same error with dash.js, as well as by manually calling MediaKeySystemAccess.createMediaKeys() using the same payload on a comparable video element.
No concurrent video elements were active at the time of the probe.
In many cases, logs show users retrying the same asset later and the promise resolving successfully. That suggests the issue is intermittent rather than deterministic, although it still occurs with notable consistency.
All sessions were L3, purely software based decryption.
I can think of several potential causes related to the Widevine CDM itself, device certificate expiry, TEE updates, rotating or revoked credentials, provisioning persistence, etc., but none of those are things the player can meaningfully influence.
As mentioned above, to check the issue, it must be reproducible. If it succeeds when you try again with the same asset, it may be an internet issue. And unfortunately, we cannot help with user environment issues. Sorry for not being helpful.
Hello, I can confirm that the problem still exists, and users of the Shaka Player app periodically encounter the problem: Unable to create CDM. All devices have been updated to the latest firmware version, 10.3.0. I also updated Shaka Player to version 5.1.3. None of these steps helped, and the number of errors remained the same. Interestingly, the error manifests itself differently. On some devices, it’s a one-time error; after changing or restarting the stream, playback resumes correctly. But there are a small number of devices that constantly receive the “Unable to create CDM” error and, no matter what the user does, the stream never starts. I use DASH streams with Widevine DRM.
Unfortunately, I can’t reproduce the problem locally and I can’t provide a portal example. However, I can confirm that the problem still exists.
@narae0.kim We’re seeing this issue as well, it’s only LG devices that have the problem but unfortunately only a small percentage of our users so it’s incredibly difficult to give you something reproducible as we ourselves cannot reproduce it.
As mentioned above, if it succeeds when you try again with the same asset, it may be an internet issue. And unfortunately, we cannot help with user environment issues. Sorry for not being helpful.