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Unable to play Sky News videos with Firefox

Posted

Can play BBC news videos. I have removed Ad block plus to no avail I have un checked block pop ups I have deleted all history and cache from Firefox. Sky News videos play on Internet Explorer. I have all the latest updates. I unchecked Hardware acceleration but to no avail. My Flash player is version 12.

Can play BBC news videos. I have removed Ad block plus to no avail I have un checked block pop ups I have deleted all history and cache from Firefox. Sky News videos play on Internet Explorer. I have all the latest updates. I unchecked Hardware acceleration but to no avail. My Flash player is version 12.

Additional System Details

Installed Plug-ins

  • Shockwave Flash 12.0 r0
  • The QuickTime Plugin allows you to view a wide variety of multimedia content in Web pages. For more information, visit the QuickTime Web site.
  • 5.1.30214.0
  • Picasa plugin
  • Adobe PDF Plug-In For Firefox and Netscape 11.0.06
  • GEPlugin
  • Intel Indeo® video 5.1 PD Plug-In

Application

  • Firefox 28.0
  • User Agent: Mozilla/5.0 (Windows NT 6.3; WOW64; rv:28.0) Gecko/20100101 Firefox/28.0
  • Support URL: https://support.mozilla.org/1/firefox/28.0/WINNT/en-US/

Extensions

  • Adblock Plus 2.5.1 ({d10d0bf8-f5b5-c8b4-a8b2-2b9879e08c5d})
  • AutoPager 0.8.0.10 (autopager@mozilla.org)
  • Easy Youtube Video Downloader Express 7.22 ({b9acf540-acba-11e1-8ccb-001fd0e08bd4})
  • Free Download Manager plugin 1.6.0.1 (fdm_ffext@freedownloadmanager.org)
  • Print Edit 11.4 (printedit@DW-dev)
  • RoboForm Toolbar for Firefox 7.9.5.9 ({22119944-ED35-4ab1-910B-E619EA06A115})
  • Theme Font & Size Changer 7.7 ({f69e22c7-bc50-414a-9269-0f5c344cd94c})
  • Troubleshooter 1.1a (troubleshooter@mozilla.org)
  • WOT 20131118 ({a0d7ccb3-214d-498b-b4aa-0e8fda9a7bf7})

Javascript

  • incrementalGCEnabled: True

Graphics

  • adapterDescription: Intel(R) HD Graphics
  • adapterDescription2:
  • adapterDeviceID: 0x0042
  • adapterDeviceID2:
  • adapterDrivers: igdumd64 igd10umd64 igdumdx32 igd10umd32
  • adapterDrivers2:
  • adapterRAM: Unknown
  • adapterRAM2:
  • adapterVendorID: 0x8086
  • adapterVendorID2:
  • clearTypeParameters: Gamma: 2200 Pixel Structure: R ClearType Level: 100 Enhanced Contrast: 50
  • direct2DEnabled: False
  • direct2DEnabledMessage: [u'']
  • directWriteEnabled: False
  • directWriteVersion: 6.3.9600.16384
  • driverDate: 11-26-2012
  • driverDate2:
  • driverVersion: 8.15.10.2900
  • driverVersion2:
  • info: {u'AzureCanvasBackend': u'skia', u'AzureFallbackCanvasBackend': u'cairo', u'AzureContentBackend': u'cairo', u'AzureSkiaAccelerated': 0}
  • isGPU2Active: False
  • numAcceleratedWindows: 0
  • numAcceleratedWindowsMessage: [u'']
  • numTotalWindows: 1
  • webglRenderer: Google Inc. -- ANGLE (Intel(R) HD Graphics Direct3D9Ex vs_3_0 ps_3_0)
  • windowLayerManagerRemote: False
  • windowLayerManagerType: Basic

Modified Preferences

  • accessibility.typeaheadfind: True
  • browser.cache.disk.capacity: 358400
  • browser.cache.disk.smart_size.first_run: False
  • browser.cache.disk.smart_size.use_old_max: False
  • browser.cache.disk.smart_size_cached_value: 358400
  • browser.link.open_newwindow: 2
  • browser.places.smartBookmarksVersion: 6
  • browser.search.useDBForOrder: false
  • browser.sessionstore.upgradeBackup.latestBuildID: 20140314220517
  • browser.startup.homepage: https://www.google.co.za/webhp?hl=en-ZA&source=hp&btnG=Google+Search&gbv=2
  • browser.startup.homepage_override.buildID: 20140314220517
  • browser.startup.homepage_override.mstone: 28.0
  • browser.tabs.warnOnClose: False
  • dom.mozApps.used: True
  • dom.w3c_touch_events.expose: False
  • extensions.lastAppVersion: 28.0
  • gfx.direct2d.disabled: True
  • gfx.direct3d.checkDX10: True
  • gfx.direct3d.last_used_feature_level_idx: 1
  • gfx.direct3d.prefer_10_1: True
  • layers.acceleration.disabled: True
  • network.cookie.prefsMigrated: True
  • places.database.lastMaintenance: 1396193908
  • places.history.expiration.transient_current_max_pages: 102109
  • plugin.disable_full_page_plugin_for_types: application/pdf
  • plugin.importedState: True
  • plugin.state.npctrl: 2
  • plugin.state.npdeployjava: 0
  • plugin.state.npindeo: 2
  • plugin.state.npqtplugin: 2
  • privacy.clearOnShutdown.cache: False
  • privacy.clearOnShutdown.cookies: False
  • privacy.clearOnShutdown.downloads: False
  • privacy.clearOnShutdown.formdata: False
  • privacy.clearOnShutdown.history: False
  • privacy.clearOnShutdown.sessions: False
  • privacy.cpd.offlineApps: True
  • privacy.cpd.siteSettings: True
  • privacy.donottrackheader.enabled: True
  • privacy.sanitize.migrateFx3Prefs: True
  • privacy.sanitize.timeSpan: 0
  • storage.vacuum.last.index: 1
  • storage.vacuum.last.places.sqlite: 1394893261

Misc

  • User JS: Yes
  • Accessibility: No
Gingerbread Man 403 solutions 1537 answers

Helpful Reply

Is this the site in question? Videos on this site should play in Flash Player if it's enabled, or the HTML5 player if it's not.

According to your system details, Adblock Plus is still installed. There's no need to remove it though. Just click the Adblock Plus icon on the toolbar and choose Disable Everywhere, then reload the page. If the video then plays, troubleshoot Adblock Plus issues as described below.

If the video still won't play with Adblock Plus disabled, does it play when you start Firefox with add-ons disabled?

Is this the site in question? Videos on this site should play in Flash Player if it's enabled, or the HTML5 player if it's not. * http://news.sky.com/story/1228626/new-1-coin-will-give-forgers-a-headache According to your system details, Adblock Plus is still installed. There's no need to remove it though. Just click the Adblock Plus icon on the toolbar and choose Disable Everywhere, then reload the page. If the video then plays, troubleshoot Adblock Plus issues as described below. * https://support.mozilla.org/questions/990448#answer-545088 If the video still won't play with Adblock Plus disabled, does it play when you start Firefox with add-ons disabled? * [[Troubleshoot Firefox issues using Safe Mode]]
cor-el
  • Top 10 Contributor
  • Moderator
17540 solutions 158604 answers

Helpful Reply

Your System Details List shows that you have a user.js file in the profile folder to initialize prefs each time Firefox starts.

The user.js file is only present if you or other software has created this file and normally it wouldn't be there. You can check its content with a plain text editor (right-click: Open with) if you didn't create this file yourself.

The user.js file is read each time Firefox is started and initializes preferences to the value specified in this file, so preferences set via user.js can only be changed temporarily for the current session.

You can delete a possible user.js file and numbered prefs-##.js files and rename (or delete) the prefs.js file to reset all prefs to the default value including prefs set via user.js and prefs that are no longer supported in the current Firefox release.

You can use this button to go to the currently used Firefox profile folder:

  • Help > Troubleshooting Information > Profile Director: Show Folder (Linux: Open Director; Mac: Show in Finder)
Your System Details List shows that you have a user.js file in the profile folder to initialize prefs each time Firefox starts. The user.js file is only present if you or other software has created this file and normally it wouldn't be there. You can check its content with a plain text editor (right-click: Open with) if you didn't create this file yourself. The user.js file is read each time Firefox is started and initializes preferences to the value specified in this file, so preferences set via user.js can only be changed temporarily for the current session. You can delete a possible user.js file and numbered prefs-##.js files and rename (or delete) the prefs.js file to reset all prefs to the default value including prefs set via user.js and prefs that are no longer supported in the current Firefox release. *http://kb.mozillazine.org/Preferences_not_saved *http://kb.mozillazine.org/Resetting_preferences You can use this button to go to the currently used Firefox profile folder: *Help > Troubleshooting Information > Profile Director: Show Folder (Linux: Open Director; Mac: Show in Finder)

Question owner

Thanks for that. No luck. I had disabled Adblock to no avail and all add ons but still couldn`t play Sky News videos

Thanks for that. No luck. I had disabled Adblock to no avail and all add ons but still couldn`t play Sky News videos

Question owner

I also reset all preferences as you instructed but still no luck.

I also reset all preferences as you instructed but still no luck.
Gingerbread Man 403 solutions 1537 answers

In addition to clearing the cache, also try deleting cookies from the site in question, and all Flash cookies.

  1. How to clear the Firefox cache.
  2. How to delete cookies from specific sites.
  3. Open the Windows Control Panel.
  4. In the search box, type Flash Player
  5. In the search results, click the Flash Player (32-bit) icon.
  6. In the Flash Player Settings Manager window that opens, click the Storage tab.
  7. Click the Delete All button.
  8. Check "Delete All Site Data and Settings", then click the Delete Data button.

Exactly what happens when you try to play the aforementioned video? Is there an error message, an empty space where the video should be, or something else? Maybe attach a screenshot that illustrates the problem.

Is the behavior different from when you load the page while Flash Player is set to Always Activate versus when it's set to Never Activate? You can control the plug-in status in the Add-ons Manager, Plugins section. It's listed as "Shockwave Flash". You need to reload any open pages for the change to take effect.
(more fine-grained control is possible, but it's not worth getting into just for the sake of testing)

In addition to clearing the cache, also try deleting cookies from the site in question, and all Flash cookies. # [[How to clear the Firefox cache]]. # [[Delete cookies to remove the information websites have stored on your computer|How to delete cookies from specific sites]]. # Open the Windows Control Panel. # In the search box, type ''Flash Player'' # In the search results, click the ''Flash Player (32-bit)'' icon. # In the Flash Player Settings Manager window that opens, click the Storage tab. # Click the Delete All button. # Check "Delete All Site Data and Settings", then click the Delete Data button. ---- Exactly what happens when you try to play the aforementioned video? Is there an error message, an empty space where the video should be, or something else? Maybe attach a screenshot that illustrates the problem. * [[How do I create a screenshot of my problem?]] Is the behavior different from when you load the page while Flash Player is set to Always Activate versus when it's set to Never Activate? You can control the plug-in status in the Add-ons Manager, Plugins section. It's listed as "Shockwave Flash". You need to reload any open pages for the change to take effect.<br> (more fine-grained control is possible, but it's not worth getting into just for the sake of testing)

Question owner

Thank you. Firstly I cleared all the Flash info as you asked me to. The Sky News videos still did not play.

I then changed the always activate to never activate of the Flash Player in Firefox and the Sky News videos now play.

Maybe you could explain how could that be ?

Thank you so much for your help.

Regards Rod

Thank you. Firstly I cleared all the Flash info as you asked me to. The Sky News videos still did not play. I then changed the always activate to never activate of the Flash Player in Firefox and the Sky News videos now play. Maybe you could explain how could that be ? Thank you so much for your help. Regards Rod
cor-el
  • Top 10 Contributor
  • Moderator
17540 solutions 158604 answers

If you disable the Flash player then web pages can send code to use the HTML5 media player instead.
You should see the context menu of the HTML5 media player if you right-click the player area.

It could be possible that you have a content blocking extension active or are otherwise blocking this Flash content if it isn't working with the Shockwave Flash plugin enabled.

You can inspect and manage the permissions for the domain in the currently selected tab via these steps:

  • Click the "Site Identity Button" (globe/padlock) on the location bar
  • Click "More Information" to open "Tools > Page Info" with the Security tab selected
  • Go to the Permissions tab (Tools > Page Info > Permissions) to check the permissions for the domain in the currently selected tab
If you disable the Flash player then web pages can send code to use the HTML5 media player instead.<br /> You should see the context menu of the HTML5 media player if you right-click the player area. It could be possible that you have a content blocking extension active or are otherwise blocking this Flash content if it isn't working with the Shockwave Flash plugin enabled. You can inspect and manage the permissions for the domain in the currently selected tab via these steps: *Click the "Site Identity Button" (globe/padlock) on the location bar *Click "More Information" to open "Tools > Page Info" with the Security tab selected *Go to the Permissions tab (Tools > Page Info > Permissions) to check the permissions for the domain in the currently selected tab

Question owner

I can not find the globe/padlock there for can not check permissions, could you lead me in the right direction ? Thanks.

I can not find the globe/padlock there for can not check permissions, could you lead me in the right direction ? Thanks.
cor-el
  • Top 10 Contributor
  • Moderator
17540 solutions 158604 answers

You can also look in "Tools > Page Info > Permissions" as posted above.


See:

You can also look in "Tools > Page Info > Permissions" as posted above. ---- See: *https://support.mozilla.org/kb/Site+Identity+Button

Question owner

Found the permissions but what must I do there?

Can`t play Sky News videos with Flash Player on or off.

Can you use Team Viewer ?

Found the permissions but what must I do there? Can`t play Sky News videos with Flash Player on or off. Can you use Team Viewer ?
Gingerbread Man 403 solutions 1537 answers

RodSeed wrote:

I then changed the always activate to never activate of the Flash Player in Firefox and the Sky News videos now play. […]
Can`t play Sky News videos with Flash Player on or off.

So it worked without Flash Player once, but then even that stopped working?

cor-el wrote:

It could be possible that you have a content blocking extension active or are otherwise blocking this Flash content if it isn't working with the Shockwave Flash plugin enabled.

RodSeed wrote:

I had disabled Adblock to no avail and all add ons but still couldn`t play Sky News videos
''RodSeed wrote:'' I then changed the always activate to never activate of the Flash Player in Firefox and the Sky News videos now play. […] Can`t play Sky News videos with Flash Player on or off. So it worked without Flash Player ''once'', but then even that stopped working? ''cor-el wrote:'' It could be possible that you have a content blocking extension active or are otherwise blocking this Flash content if it isn't working with the Shockwave Flash plugin enabled. ''RodSeed wrote:'' I had disabled Adblock to no avail and all add ons but still couldn`t play Sky News videos

Question owner

So what do I do next ?

So what do I do next ?

Question owner

I can play BBC videos but not Sky News or CNN, I am at a loss now having done everything. Cor-el could we do Team Veiwer ?

Rod

I can play BBC videos but not Sky News or CNN, I am at a loss now having done everything. Cor-el could we do Team Veiwer ? Rod

Question owner

Hi Gingerbread man, I am still stuck with the above problem, could we do Team Viewer?

Hi Gingerbread man, I am still stuck with the above problem, could we do Team Viewer?
Gingerbread Man 403 solutions 1537 answers

It seems you've mistakingly marked one of my earlier replies as the solution. You should undo that; people who try to help will avoid this thread otherwise.

There's a new version of Flash Player available. Try a clean install as follows, then perform the tests at the end and post back the results.

  1. From the following page, save the uninstaller somewhere handy, like the desktop.
  2. From the following page, save the installer for other browsers. If you also use Flash Player in Internet Explorer, also save the ActiveX version.
  3. Exit all applications.
  4. Run the uninstaller.
  5. In Windows Explorer, try to open the following folders. If they still exist, delete them manually.
    • C:\Windows\system32\Macromed\Flash\
    • C:\Windows\SysWOW64\Macromed\Flash\
    • %AppData%\Adobe\Flash Player\
    • %AppData%\Macromedia\Flash Player\
  6. Restart your computer.
  7. Run the installer for other browsers.
  8. Run the ActiveX installer if you downloaded it.

  1. Open the Add-ons Manager (Ctrl+Shift+A), then the Plugins category. Set every plug-in EXCEPT Shockwave Flash to "Never Activate". This is a troubleshooting step and you should remember you may need to undo it later on.
  2. Do you see the bouncing Flash logo on the following page?
  3. Does the following YouTube video play? If yes, right-click it. Do you see "About Adobe Flash Player…" in the menu?
  4. Does the following Sky News video play? If not, how about when you click this direct link?
It seems you've mistakingly marked one of my earlier replies as the solution. You should undo that; people who try to help will avoid this thread otherwise. There's a new version of Flash Player available. Try a clean install as follows, then perform the tests at the end and post back the results. # From the following page, save the uninstaller somewhere handy, like the desktop. #* [http://helpx.adobe.com/flash-player/kb/uninstall-flash-player-windows.html#main_Download_the_Adobe_Flash_Player_uninstaller Uninstall Flash Player for Windows | Adobe Support] # From the following page, save the installer for other browsers. If you also use Flash Player in Internet Explorer, also save the ActiveX version. #* [http://helpx.adobe.com/flash-player/kb/installation-problems-flash-player-windows.html#main-pars_text_4 Direct downloads of Flash Player for Windows | Adobe Support] # Exit all applications. # Run the uninstaller. # In Windows Explorer, try to open the following folders. If they still exist, delete them manually. #* <pre>C:\Windows\system32\Macromed\Flash\</pre> #* <pre>C:\Windows\SysWOW64\Macromed\Flash\</pre> #* <pre>%AppData%\Adobe\Flash Player\</pre> #* <pre>%AppData%\Macromedia\Flash Player\</pre> # Restart your computer. # Run the installer for other browsers. # Run the ActiveX installer if you downloaded it. ---- # Open the Add-ons Manager (Ctrl+Shift+A), then the Plugins category. Set every plug-in <u>EXCEPT</u> Shockwave Flash to "Never Activate". This is a troubleshooting step and you should remember you may need to undo it later on. # Do you see the bouncing Flash logo on the following page? #* http://www.adobe.com/software/flash/about/ # Does the following YouTube video play? If yes, right-click it. Do you see "About Adobe Flash Player…" in the menu? #* https://www.youtube.com/watch?v=5XjNlpe7hII # Does the following Sky News video play? If not, how about when you click <u>'''[http://video.news.sky.com/video/h264/vod/700/2014/03/190314IPAD4FCOINCHESHIREMEZZCHAT1395241196268700.mp4 this direct link]'''</u>? #* http://news.sky.com/story/1228626/new-1-coin-will-give-forgers-a-headache

Question owner

Hi Gingerbread.

I did all you asked above. Answers to your question below.

Yes I do see the bouncing Flash logo.

Yes the Youtube video does play.

No the Sky News video does not play, when I click on the play the video logo the video screes goes black.

I can play Sky News videos from IE 11 I can play BBC news videos from Firefox.

Can you go onto Team Viewer so you can look ?

Thanks Rod

Hi Gingerbread. I did all you asked above. Answers to your question below. Yes I do see the bouncing Flash logo. Yes the Youtube video does play. No the Sky News video does not play, when I click on the play the video logo the video screes goes black. I can play Sky News videos from IE 11 I can play BBC news videos from Firefox. Can you go onto Team Viewer so you can look ? Thanks Rod
Gingerbread Man 403 solutions 1537 answers

Hello,

RodSeed wrote:

No the Sky News video does not play, when I click on the play the video logo the video screes goes black.

Neither one? Not the one on the web page, and not the direct link to the video either?

Please start Firefox in a brand new profile as described below. Don't install any add-ons and don't modify any preferences. Just load the aforementioned test video and check if it plays.

If the video does play in the new profile, return to your regular profile. The simplest thing to do at that stage is to Reset Firefox to discard all your add-ons and preferences, while retaining essential data like bookmarks and passwords.

RodSeed wrote:
Can you go onto Team Viewer so you can look ? 

Sorry, I don't think that's an option for me. And if the above doesn't help, I don't think I'll have any further suggestions either.

Hello, ''RodSeed wrote:'' No the Sky News video does not play, when I click on the play the video logo the video screes goes black. Neither one? Not the one on the web page, and not the direct link to the video either? Please start Firefox in a brand new profile as described below. Don't install any add-ons and don't modify any preferences. Just load the aforementioned test video and check if it plays. * [[Use the Profile Manager to create and remove Firefox profiles]] * http://news.sky.com/story/1228626/new-1-coin-will-give-forgers-a-headache If the video does play in the new profile, return to your regular profile. The simplest thing to do at that stage is to Reset Firefox to discard all your add-ons and preferences, while retaining essential data like bookmarks and passwords. * [[Reset Firefox – easily fix most problems]] ''RodSeed wrote:'' Can you go onto Team Viewer so you can look ? Sorry, I don't think that's an option for me. And if the above doesn't help, I don't think I'll have any further suggestions either.