12 Replies Latest reply: Mar 21, 2013 6:32 AM by Linc Davis
Moof666 Level 1 Level 1 (70 points)

I have several Macs. The one that fails to play trailers at http://trailers.apple.com is a Mac Mini OS 10.8.2. I get the big Q icon with a link to download QuickTime. Obviously, my QuickTime works fine. I use it almost daily to play movies. Disk Utility verifies no erors, permissions repaired, no improvement.

 

On another Mac running OS 10.6.8, the trailers polay fine, using the same router.

 

What's wrong?


Mac mini, OS X Mountain Lion (10.8.2)
  • 1. Re: Apple trailers says I need to install QuickTime
    Linc Davis Level 10 Level 10 (117,990 points)

    From the Safari menu bar, select

      

    Safari Preferences Security

      

    and check the box marked Enable plug-ins.

  • 2. Re: Apple trailers says I need to install QuickTime
    Moof666 Level 1 Level 1 (70 points)

    Safari > Preferences > Seciurity...It is already selected to "Enable plug-ins".

     

    Who has another guess?

  • 3. Re: Apple trailers says I need to install QuickTime
    Moof666 Level 1 Level 1 (70 points)

    If I make a Quicktime movie, save it to the desktop as "Test.mov",  make a web page with this code....

     

    <body>

    <embed src="Test.mov" autoplay="true" controller="true" loop="false" height="346" width="524">

    </body>

     

    ...and then open the page in Safari, the movie plays fine.

  • 4. Re: Apple trailers says I need to install QuickTime
    Linc Davis Level 10 Level 10 (117,990 points)

    From the Safari menu bar, select

      

    Help Installed Plug-ins

      

    Besides the following, what plugins are listed?

     

    • iPhotoPhotocast
    • Java
    • QuickTime
    • Shockwave Flash
    • WebKit built-in PDF

  • 5. Re: Apple trailers says I need to install QuickTime
    Moof666 Level 1 Level 1 (70 points)

    iPhotoPhotocast.plugin

    JavaAppletPlugin.plugin

    QuickTime Plugin.plugin (QuickTime Plug-in 7.7.1)

    SharePointBrowserPlugin.plugin

    Flash Player.plugin

    DirectorShockwave.plugin

     

    Did I do this to see if QT is installed? As I said above, QT movies play in Safari from other locations; they just don't play on the Apple site.

  • 6. Re: Apple trailers says I need to install QuickTime
    Linc Davis Level 10 Level 10 (117,990 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 guest users” (without the quotes) in the search box. Don't use the Safari-only “Guest User” login created by “Find My Mac.”

     

    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?

     

    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, then you can’t enable the Guest account. The “Guest User” 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:

     

    • Shut down your computer, wait 30 seconds, and then hold down the shift key while pressing the power button.
    • When you see the gray Apple logo, release the shift key.
    • If you are prompted to log in, type your password, and then hold down the shift key again as you click Log in.

     

    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 next normal boot may also be somewhat slow.

     

    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, or if a firmware password is set, or if the boot volume is a software RAID, you can’t boot in safe mode.

     

    Test while in safe mode. Sound won't work, and the playback will be slow or nonexistent. The question is whether you get the missing-plugin error.

     

    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.

  • 7. Re: Apple trailers says I need to install QuickTime
    Moof666 Level 1 Level 1 (70 points)

    Worked fine in Guest.

     

    In Safe Boot, the player would load (controls and viewing space), but clicking the play button only changed it to a pause button, never played at all.

     

    I created a new admin user called "Test", logged into that, same as with Safe Boot---the player would load (controls and viewing space), but clicking the play button only changed it to a pause button, never played at all.

     

    Tried to delete the original admin user by saving as disk image. That failed, so I made a backup of files, and simply deleted the original user fully.

    I then created a new admin user with my original name, loged into that, did absolutely nothing else, and Safari had the same response as with Safe Boot---the player would load (controls and viewing space), but clicking the play button only changed it to a pause button, never played at all.

     

    What's next?

  • 8. Re: Apple trailers says I need to install QuickTime
    Linc Davis Level 10 Level 10 (117,990 points)

    So you created a new account and got different results than you did in the guest account? That's pretty hard to explain. What if you log in again as Guest? Is it the same as before you booted in safe mode?

  • 9. Re: Apple trailers says I need to install QuickTime
    Moof666 Level 1 Level 1 (70 points)

    Just tried it gain, it works perfectly in Guest.

     

    I have a restore (made in Disk Utility) on a usb stick that I made the day I bought the computer, no updates, no third-party installs. It takes several minutes to boot, so I will try that and report the results later.

  • 10. Re: Apple trailers says I need to install QuickTime
    Linc Davis Level 10 Level 10 (117,990 points)

    The guest account is not the same as the Safari-only "guest user" created by Find My Mac. If you had to reboot in order to log in as Guest, you were in the wrong account.

  • 11. Re: Apple trailers says I need to install QuickTime
    Moof666 Level 1 Level 1 (70 points)

    Are there two Linc Davis replying here? If not, you are contradicting yourself. Above, you said this....

    "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 guest users” (without the quotes) in the search box. Don't use the Safari-only “Guest User” login created by “Find My Mac.”

     

    I know how to use System Preferences, so it was easy to enable Guest login. I am not using "Find My Mac". I did not reboot. I logged out. If I had decided to reboot (You are correct in that I didn't HAVE to reboot), and I chose Guest to login, it still would have been correct. It would still be the same Guest account, not "wrong account" as you say.

     

    I don't claim to be an expert, but I have used Macs for 17 years, worked for Apple six years in tech support, and know how to use Guest account in System Preferences.

     

    If you have some plan for me that does not involve logging in as a Guest user of the OS, let me know what it is.

  • 12. Re: Apple trailers says I need to install QuickTime
    Linc Davis Level 10 Level 10 (117,990 points)

    I know nothing about your level of experience with Macs. I take nothing for granted when answering questions on this site.