1 2 Previous Next 18 Replies Latest reply: Jun 7, 2012 11:03 AM by Hebairt
Hebairt Level 1 Level 1 (0 points)

I think this may be a Lion upgrade issue, but for the last few months one of my most-visited websites (a newspaper, the UK's www.telegraph.co.uk) has been unable to play any video content, typically short news clips, on either Firefox or Safari. Other newspapers work fine. I have tried asking the Telegraph but got no response from them - 'it's a local issue', I was told. Clearly. I've tried updating Flash Player, Quicktime, DivX and Silverlight, not having much of a clue what it is.

 

Any suggestions what settings or apps/utilities it could be?

 

Thanks,


Hebairt.


MacBook Pro, Mac OS X (10.7.4), late 2008,4gb RAM, 500gb hard drive
  • 1. Re: Why won't video play on some websites?
    Linc Davis Level 10 Level 10 (117,740 points)

    Uninstall DivX according to the developer's instructions.

  • 2. Re: Why won't video play on some websites?
    Hebairt Level 1 Level 1 (0 points)

    Thanks, but nope, it doesn't change anything. I just get blank screens where the video should be, like this:

     

    Screen Shot 2012-06-04 at 16.08.39.png

  • 3. Re: Why won't video play on some websites?
    Linc Davis Level 10 Level 10 (117,740 points)

    Please read this whole message before doing anything.

     

    This procedure is a test, not a solution. Don’t be disappointed when you find that nothing has changed after you complete it.

     

    Step 1

     

    The purpose of this step is to determine whether the problem is localized to your user account.

     

    Enable guest logins* and log in as Guest. For instructions, launch the System Preferences application, select Help from the menu bar, and enter “Set up a guest account” (without the quotes) in the search box.

     

    While logged in as Guest, you won’t have access to any of your personal files or settings. Applications will behave as if you were running them for the first time. Don’t be alarmed by this; it’s normal. If you need any passwords or other personal data in order to complete the test, memorize, print, or write them down before you begin.

     

    Test while logged in as Guest. Same problem(s)?

     

    After testing, log out of the guest account and, in your own account, disable it if you wish. Any files you created in the guest account will be deleted automatically when you log out of it.

     

    *Note: If you’ve activated “Find My Mac” or FileVault in Mac OS X 10.7 or later, then you can’t enable the Guest account. The Guest login created by “Find My Mac” is not the same. Create a new account in which to test, and delete it, including its home folder, after testing.

     

    Step 2

     

    The purpose of this step is to determine whether the problem is caused by third-party system modifications that load automatically at startup or login.

     

    Disconnect all wired peripherals except those needed for the test, and remove all aftermarket expansion cards. Boot in safe mode* and log in to the account with the problem. The instructions provided by Apple are as follows:

     

    1. Be sure your Mac is shut down.
    2. Press the power button.
    3. Immediately after you hear the startup tone, hold the Shift key. The Shift key should be held as soon as possible after the startup tone, but not before the tone.
    4. Release the Shift key when you see the gray Apple icon and the progress indicator (looks like a spinning gear).

     

    Safe mode is much slower to boot and run than normal, and some things won’t work at all, including wireless networking on certain Macs.

     

    The login screen appears even if you usually log in automatically. You must know your login password in order to log in. If you’ve forgotten the password, you will need to reset it before you begin.

     

    *Note: If FileVault is enabled under Mac OS X 10.7 or later, you can’t boot in safe mode.

     

    Test while in safe mode. Same problem(s)?

     

    After testing, reboot as usual (i.e., not in safe mode) and verify that you still have the problem. Post the results of steps 1 and 2.

  • 4. Re: Why won't video play on some websites?
    Hebairt Level 1 Level 1 (0 points)

    OK, thanks a lot for posting. Here are the results:

     

    1/ log in as guest.

     

    Result - video content plays on both Firefox and Safari

     

    2/ Boot in safe mode.

     

    Result - no video in either Firefox or Safari

     

    3/ Reboot in Admin (my usual) mode.

     

    Result - no video content in either Firefox or Safari.

     

    n.b. certain other newspaper websites, eg. guardian.co.uk continue to play video content without problems.

  • 5. Re: Why won't video play on some websites?
    Linc Davis Level 10 Level 10 (117,740 points)

    Select Help Installed Plug-ins from the Safari menu bar. Besides the following, what plugins are listed?

     

    iPhotoPhotocast

    Java

    QuickTime

    Shockwave Flash

    WebKit built-in PDF

     

    What version of Flash do you have?

  • 6. Re: Why won't video play on some websites?
    Hebairt Level 1 Level 1 (0 points)

    Installed Plug-ins are:

     

     

    Emusic remote plugin   (I don't need this any more)

    Garmin COmmunicator (also not needed)

    Google Earth

    LogMeIn

    Silverlight

    Unity Player (no idea why I installed this one)

     

    Flash is the latest, 11.2.202.235

     

    Many thanks,
    Hebairt.

  • 7. Re: Why won't video play on some websites?
    Hebairt Level 1 Level 1 (0 points)

    Have also just updated Flip4Mac wmv but that hasn't made any difference.

  • 8. Re: Why won't video play on some websites?
    petermac87 Level 5 Level 5 (4,205 points)

    Hebairt wrote:

     

    Installed Plug-ins are:

     

     

    Emusic remote plugin   (I don't need this any more)

    Garmin COmmunicator (also not needed)

    Google Earth

    LogMeIn

    Silverlight

    Unity Player (no idea why I installed this one)

     

    Flash is the latest, 11.2.202.235

     

    Many thanks,
    Hebairt.

    Uninstall Unity Player for a start, as per Manufacturer's Instructions. Emusic and Garmin can be moved to the Desktop for the moment too and then restart and try it.

     

    Pete

  • 9. Re: Why won't video play on some websites?
    Linc Davis Level 10 Level 10 (117,740 points)

    Remove all, at least temporarily, then relaunch Safari and test.

  • 10. Re: Why won't video play on some websites?
    Hebairt Level 1 Level 1 (0 points)

    Have uninstalled Unity and disabled Garmin and eMusic plugins, restarted and tested, but no change. Logging in as Guest still works, however.

     

    I don't know how to remove these or move to the Desktop, deleting seems to be the only option. I can copy, but not move them to the Desktop. If I delete them, I should be able to retrieve from the Trash if I need, should I not?

     

    Screen Shot 2012-06-05 at 10.20.15.png

     

    thanks,

    Hebairt

  • 11. Re: Why won't video play on some websites?
    Linc Davis Level 10 Level 10 (117,740 points)

    Since Safari works in the guest account, you should only need to remove the plugins in your home folder. In the Finder, select Go Go to Folder... from the menu bar, copy the text on the line below into the box that opens, and press return:

     

    ~/Library/Internet Plug-Ins

     

    Remove the items from the folder that opens, then relaunch Safari and test.

  • 12. Re: Why won't video play on some websites?
    Hebairt Level 1 Level 1 (0 points)

    I followed all the steps but this didn't work any better. All the plug-ins are now in the trash, though when I logged in as Guest again to test Safari and Firefox, it asked for FlashPlayer so I installed another, and it still worked as Guest but not as Admin.

     

    Or did I miss something in your use of the words 'home folder'?  I accessed Library and Internet Plug-ins either from the HD or from the folder named for me as Admin.

     

    Hope this helps.

     

    Thanks,

    Hebairt.

  • 13. Re: Why won't video play on some websites?
    Linc Davis Level 10 Level 10 (117,740 points)

    I just tested the site myself in Safari and Firefox, in two different accounts, and it didn't work in any of them. So I don't know what to tell you. I'm at a loss to understand why it works for you in the guest account. The only thing I can suggest, and I don't know whether it will work, is a Safari reset.

     

    Back up all data if you haven’t already done so. Before proceeding, you must be sure you can restore your system to the state it’s in now.

     

    Read this whole message before doing anything.

     

    Quit Safari if it’s running. Then select  ▹ Force Quit... from the menu bar. A small window will open with a list of running applications. Safari may appear in that list, even though you quit it. If so, select it and press return. Close the window.

     

    Step 1

     

    In the Finder, press the key combination shift-command-A to open the Applications folder. Select the Safari icon in that folder and press the key combination command-I to open the Info window. There’s a checkbox in the Info window labeled Open in 32-bit mode. Uncheck it. Close the Info window and the Applications folder.

     

    Open the Library folder in your home folder as follows:

     

    If running Mac OS X 10.7 or later, hold down the option key and select Go ▹ Library from the Finder menu bar.

     

    If running an older version of Mac OS X, select Go ▹ Go to Folder… from the Finder menu bar and enter “~/Library” (without the quotes) in the text box that opens.

     

    Delete the following items from the Library folder (some may not exist):

     

    Caches/com.apple.Safari

    Caches/com.apple.WebKit.PluginProcess

    Caches/Metadata/Safari

    Preferences/com.apple.WebKit.PluginHost.plist

    Preferences/com.apple.WebKit.PluginProcess.plist

    Saved Application State/com.apple.Safari.savedState

     

    Leave the Library folder open. Try Safari again. If it works now, stop here. Close the Library folder.

     

    Step 2

     

    If Safari still doesn’t work right, quit, go back to the Finder and move the following items from the open Library folder to the Desktop (some may not exist):

     

    Cookies/Cookies.binarycookies

    Preferences/com.apple.Safari.LSSharedFileList.plist

    Preferences/com.apple.Safari.plist

    Preferences/com.apple.Safari.RSS.plist

    Preferences/com.apple.WebFoundation.plist

    PubSub/Database

    Safari

     

    (Note: you are not moving the Safari application. You’re moving a folder named “Safari.”)

     

    Try again. This time Safari should perform normally, but your settings and bookmarks will be lost.

     

    If the issue is still not resolved, quit Safari again and put all the items you moved to the Desktop back where they were, overwriting the newer ones that will have been created in their place. You don’t need to replace the files you deleted in step 1. Stop here and post again.

     

    If Safari is now working normally (apart from the lost settings), look inside the “Safari” folder on the Desktop for a file named “Bookmarks.plist”. Select File ▹ Import Bookmarks from the Safari menu bar. Import from that file. Recreate the rest of your Safari settings. You can then delete the items you moved to the Desktop.

     

    Note: This step will remove your Safari Extensions, if any, and their settings. If you choose to restore them, do so one at a time, testing after each step to make sure you haven’t restored the problem.

     

    If you don’t like the results of step 2, you can undo it completely by quitting Safari and restoring the items you moved or deleted in that step from your backup, overwriting any that were created in their place.

  • 14. Re: Why won't video play on some websites?
    Hebairt Level 1 Level 1 (0 points)

    Thanks again for the enormous amount of time you've given me. Will try all steps tomorrow; I am well backed-up with Time Capsule and not afraid to try things. A reset of Safari didn't work, will rest now and try again tomorrow.

     

    Hebairt.

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