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...

Application Basics Name Firefox Version 48.0.2 Build ID 20160823121617 Update History Update Channel release User Agent Mozilla/5.0 (Windows NT 6.3; WOW64; rv:48.0) Gecko/20100101 Firefox/48.0 OS Windows_NT 6.3 x86 Profile Folder Enabled Plugins about:plugins Build Configuration about:buildconfig Memory Use about:memory Registered Service Workers about:serviceworkers Multiprocess Windows 0/2 (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 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 Bitdefender Wallet 3.0 false bdwteffv20@bitdefender.com Skype 8.3.0.9150 false {82AF8DCA-6DE9-405D-BD5E-43525BDAD38A} Graphics Features Compositing Direct3D 11 Asynchronous Pan/Zoom none WebGL Renderer Google Inc. -- ANGLE (NVIDIA GeForce 8800 GTX Direct3D11 vs_4_0 ps_4_0) Hardware H264 Decoding No; Failed to find an appropriate decoder GUID; Failed to find an appropriate decoder GUID Direct2D true DirectWrite true (6.3.9600.18123) GPU #1 Active Yes Description NVIDIA GeForce 8800 GTX Vendor ID 0x10de Device ID 0x0191 Driver Version 9.18.13.4144 Driver Date 2-3-2015 Drivers nvd3dumx,nvwgf2umx,nvwgf2umx nvd3dum,nvwgf2um,nvwgf2um Subsys ID 039c10de RAM 768 Diagnostics AzureCanvasAccelerated 0 AzureCanvasBackend direct2d 1.1 AzureContentBackend direct2d 1.1 AzureFallbackCanvasBackend cairo Important Modified Preferences Name Value browser.cache.disk.capacity 358400 browser.cache.disk.filesystem_reported 1 browser.cache.disk.smart_size.first_run false browser.cache.frecency_experiment 3 browser.download.importedFromSqlite true browser.places.smartBookmarksVersion 8 browser.sessionstore.upgradeBackup.latestBuildID 20160823121617 browser.startup.homepage https://startpage.com/ browser.startup.homepage_override.buildID 20160823121617 browser.startup.homepage_override.mstone 48.0.2 dom.apps.reset-permissions true extensions.lastAppVersion 48.0.2 gfx.crash-guard.d3d11layers.appVersion 48.0.2 gfx.crash-guard.d3d11layers.deviceID 0x0191 gfx.crash-guard.d3d11layers.driverVersion 9.18.13.4144 gfx.crash-guard.d3d11layers.feature-d2d true gfx.crash-guard.d3d11layers.feature-d3d11 true gfx.crash-guard.status. 2 gfx.crash-guard.status.d3d11layers 2 gfx.crash-guard.status.d3d9video 2 media.benchmark.vp9.fps 78 media.benchmark.vp9.versioncheck 1 media.gmp-manager.buildID 20160823121617 media.gmp.storage.version.observed 1 media.hardware-video-decoding.failed false media.webrtc.debug.log_file C:\Users\Don\AppData\Local\Temp\WebRTC.log network.cookie.prefsMigrated true network.predictor.cleaned-up true places.database.lastMaintenance 1472935999 places.history.expiration.transient_current_max_pages 104858 plugin.disable_full_page_plugin_for_types application/pdf plugin.importedState true print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_bgcolor false print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_bgimages false print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_duplex -437918235 print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_edge_bottom 0 print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_edge_left 0 print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_edge_right 0 print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_edge_top 0 print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_evenpages true print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_footercenter print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_footerleft &PT print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_footerright &D print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_headercenter print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_headerleft &T print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_headerright &U print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_in_color true print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_margin_bottom 0.5 print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_margin_left 0.5 print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_margin_right 0.5 print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_margin_top 0.5 print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_oddpages true print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_orientation 0 print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_page_delay 50 print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_paper_data 1 print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_paper_height -1.00 print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_paper_name print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_paper_size_unit 0 print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_paper_width -1.00 print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_resolution 600 print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_reversed false print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_scaling 1.00 print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_shrink_to_fit true print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_to_file false print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_unwriteable_margin_bottom 0 print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_unwriteable_margin_left 0 print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_unwriteable_margin_right 0 print.printer_Xerox_Phaser_6500_Series_Class_Driver.print_unwriteable_margin_top 0 storage.vacuum.last.index 1 storage.vacuum.last.places.sqlite 1472935999 ui.osk.debug.keyboardDisplayReason IKPOS: Touch screen not found. Important Locked Preferences Name Value JavaScript Incremental GC true Accessibility Activated false 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

thanks, have you set browser to update automatically in the firefox menu ≡ > options > advanced > update panel?

Yes. it is set to update automatically

the message that I get at the top of the Netflix browse page is "firefox is installing components needed to play the audio or video on this page. Please try again later.

Watch other threads in case solutions are found see also: /questions/1135580 /questions/1135638

Hi Dorwwilson,

I'm one of the software developers working on Firefox's Netflix support.

Can you help provide some information to help us debug this?

Can you please try loading this web page: http://pearce.org.nz/video/h264.html That page plays a video, and there will be text there of the form "v.canPlayType("video/mp4; codecs="avc1.42E01E, mp4a.40.2"") = probably"

Do you see "probably", or something else there?

Also, do you have an anti-virus program or anti-malware program installed?

Thanks, Chris Pearce.

Thank you. It says probably. We have bitdefender. Don

hi, can you please disable ssl scanning in bitdefender and see if the necessary components for drm playback are able to be installed afterwards?

How do I find the place to disable ssl? I have the 2016 version of bitdefender and on their "dashboard" it only has 2 options to scan, no "modules" button. Don

does it have an arrow down icon on the bottom left of the main application view (this should get you into the settings area of the program)?

Wow, I didn't see that, thank you so much. It did solve the problem. Don