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Netflix Issue

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  • 11 have this problem
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  • Last reply by AliceWyman

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Hi, Since yesterday (August 19, 2016) Netflix stop working and I get a message at the top of the page saying "Firefox is installing components needed to play audio or video, please try again later". I just called Netflix support and they say that recently they stop using Silverlight and moved to HTML5, they advised me to update Firefox to the latest version, I was running on 47.0.1 but now after installing the update I'm running on 48.0.1 but still get the same error message. I can watch Netflix with Internet Explorer but not with Firefox anymore! For years was working fine I am wondering what's going on, can you help?

Chosen solution

To Adrianva:

If you already have Firefox set to update automatically, then the problem could be that your security software is intercepting the HTTPS request to download the needed components from Mozilla's servers, as reported in this bug report:

Bug 1300633 - Users report Netflix stopped working after Firefox 48 as CDM won't get installed See Bugzilla etiquette before commenting in bug reports.

What security software are you using? You can try to disable the interception of secure connections in your security software settings, as explained in the "Antivirus products" section this article: How to troubleshoot security error codes on secure websites

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All Replies (20)

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HTML5 player.

https://support.mozilla.org/en-US/kb/fix-common-audio-and-video-issues


Update your Flash Player Note: Windows users should download the active_x for Internet Explorer. and the plugin for Plugin-based browsers (like Firefox).

Note: Windows 8 and Windows 10 have built-in flash players and Adobe will cause a conflict. Install the plugin only. Not the active_x.

Flash Player Version: 22.0.0.209 Flash Player (Linux) Version 11.2.202.632

https://get.adobe.com/flashplayer/ Direct link scans current system and browser Note: Other software is offered in the download.

https://get.adobe.com/flashplayer/otherversions/ Step 1: Select Operating System Step 2: Select A Version (Firefox, Win IE . . . .) Note: Other software is offered in the download.


See if there are updates for your graphics drivers https://support.mozilla.org/kb/upgrade-graphics-drivers-use-hardware-acceleration

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I just updated Flash Player still didn't work. Attached is the error message I get.

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Did you check the fix-common-audio-and-video-issues link?

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Yes I did but I can't find any issue or what could be missing. By the way, I am running on Windows 7 professional, 64 bit, up to date with the important updates installed.

Modified by Adrianva

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I've called for more help. Good luck.

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i have the same issue i cant get netflix to work i am running windows 10 how do i fix this

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I couldn't fix the issue, So I am using Internet Explorer instead of Firefox to watch Netflix!

Modified by Adrianva

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i couldnt either so i am using the avast safe browser to watch netflix

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hello, could you go to the firefox menu ≡ > help ? > troubleshooting information, copy the contents of that page and paste them here into a reply on the forum? this might give us a clue what is going on...

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Sorry I do not use Netflix, and do not intend trying, however please note that You Tube has been using HTML5 for a while now. The first post by Adrianva is explaining that Netflix now uses HTML5 so it strikes me it may be worth trying YouTube to see if you can see their HTML5 videos and also trying their test page

You should mainly see blue boxes with ticks on that test page. The YouTube test page has support links. If you can get the YouTube video clips to work there is a good chance you will be able to get Netflix to work.

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Did you clear cookies for Netflix as described here? (Click "Troubleshoot your browser")

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Application Basics Name Firefox Version 48.0.2 Build ID 20160823121617 Update History Update Channel release User Agent Mozilla/5.0 (Windows NT 10.0; WOW64; rv:48.0) Gecko/20100101 Firefox/48.0 OS Windows_NT 10.0 x86 Profile Folder Enabled Plugins about:plugins Build Configuration about:buildconfig Memory Use about:memory Registered Service Workers about:serviceworkers Multiprocess Windows 0/1 (Disabled) Safe Mode false Profiles about:profiles Crash Reports for the Last 3 Days Report ID Submitted

All Crash Reports Extensions Name Version Enabled ID Avast Online Security 12.0.88 true wrc@avast.com Firefox Hello 1.4.4 true loop@mozilla.org Multi-process staged rollout 1.1 true e10srollout@mozilla.org Pocket 1.0.4 true firefox@getpocket.com Avast SafePrice 10.3.5.39 false sp@avast.com Graphics Features Compositing Direct3D 11 Asynchronous Pan/Zoom none WebGL Renderer Google Inc. -- ANGLE (Intel(R) HD Graphics Direct3D11 vs_5_0 ps_5_0) Hardware H264 Decoding Yes; D3D11 blacklisted with DLL igd10iumd32.dll (10.18.10.4276); Using D3D9 API Direct2D true DirectWrite true (10.0.10586.494) GPU #1 Active Yes Description Intel(R) HD Graphics Vendor ID 0x8086 Device ID 0x0f31 Driver Version 10.18.10.4276 Driver Date 8-17-2015 Drivers igdumdim64 igd10iumd64 igd10iumd64 igdumdim32 igd10iumd32 igd10iumd32 Subsys ID 064d1028 RAM Unknown Diagnostics AzureCanvasAccelerated 0 AzureCanvasBackend direct2d 1.1 AzureContentBackend direct2d 1.1 AzureFallbackCanvasBackend cairo Important Modified Preferences Name Value accessibility.lastLoadDate 1473092436 accessibility.loadedInLastSession true accessibility.typeaheadfind.flashBar 0 browser.cache.disk.capacity 358400 browser.cache.disk.filesystem_reported 1 browser.cache.disk.smart_size.first_run false browser.cache.frecency_experiment 1 browser.download.importedFromSqlite true browser.places.smartBookmarksVersion 8 browser.sessionstore.upgradeBackup.latestBuildID 20160823121617 browser.startup.homepage https://www.bing.com/ browser.startup.homepage_override.buildID 20160823121617 browser.startup.homepage_override.mstone 48.0.2 browser.urlbar.daysBeforeHidingSuggestionsPrompt 2 browser.urlbar.lastSuggestionsPromptDate 20160828 browser.urlbar.userMadeSearchSuggestionsChoice true dom.apps.reset-permissions true extensions.lastAppVersion 48.0.2 gfx.crash-guard.d3d11layers.appVersion 48.0.2 gfx.crash-guard.d3d11layers.deviceID 0x0f31 gfx.crash-guard.d3d11layers.driverVersion 10.18.10.4276 gfx.crash-guard.d3d11layers.feature-d2d true gfx.crash-guard.d3d11layers.feature-d3d11 true gfx.crash-guard.status.d3d11layers 2 gfx.crash-guard.status.d3d9video 2 media.benchmark.vp9.fps 75 media.benchmark.vp9.versioncheck 1 media.gmp-eme-adobe.autoupdate true media.gmp-gmpopenh264.autoupdate true media.gmp-manager.buildID 20160823121617 media.gmp-widevinecdm.autoupdate true media.gmp.storage.version.observed 1 media.hardware-video-decoding.failed false media.webrtc.debug.log_file C:\Users\sarah\AppData\Local\Temp\WebRTC.log network.cookie.prefsMigrated true network.predictor.cleaned-up true places.database.lastMaintenance 1472957589 places.history.expiration.transient_current_max_pages 104287 plugin.disable_full_page_plugin_for_types application/pdf plugin.importedState true plugin.state.npctrl 2 storage.vacuum.last.index 1 storage.vacuum.last.places.sqlite 1472352405 ui.osk.debug.keyboardDisplayReason IKPOS: System docked. Important Locked Preferences Name Value JavaScript Incremental GC true Accessibility Activated true Prevent Accessibility 0 Library Versions Expected minimum version Version in use NSPR 4.12 4.12 NSS 3.24 Basic ECC 3.24 Basic ECC NSSSMIME 3.24 Basic ECC 3.24 Basic ECC NSSSSL 3.24 Basic ECC 3.24 Basic ECC NSSUTIL 3.24 3.24 Experimental Features Name ID Description Active End Date Homepage Branch

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that is the information from the troubleshooting page on firefox in reference to youtube, i can watch videos on all sites except netflix. i can see the videos on youtube, hulu ...though on hulu i still get that message but the videos work i just cant watch netflix thats all but i could watch it before the firefox update

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thanks, do you get the "Firefox is installing components needed to play audio or video, please try again later" infobar as well? if so, can you check in the firefox menu ≡ > addons > plugins panel that the two entries primetime & widevine content decryption modules are both listed there & shown as enabled? Watch DRM content on Firefox

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its says they are always active but will install shortly

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any difference after you refresh the browser? (normally it should take around 1 minute for the missing plugins necessary for drm playback to be downloaded and installed then)

edit: forgot to provide the link - Refresh Firefox - reset add-ons and settings

Modified by philipp

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Did you clear cookies for Netflix as described here? (Click "Troubleshoot your browser")

Make sure to read and check the other steps described there as well (and please report back if you did). You may need to check the Play DRM content checkbox in the Firefox preferences as well.

Modified by Tonnes

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i reinstalled the browser same message an the drm box is checked the addons have a yellow message under audio, etc saying it will be installed shortly but when is shortly since its been over a week

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please refresh & don't reinstall - those work differently...

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ok i will an thanks

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