BomberBooey

Q: Netflix video issue in Safari

I am unable to play Netflix content in Safari on my iMac.  When I attempt to play any content when the playback starts all I see is colored lines with no error message.  The audio and subtitles work fine but the video is just colored vertical lines.  I can view Netflix content in Chrome and Firefox without any issues.  This has been happening since at least Mountain Lion but I have never been able to find a solution.  Some more details:

 

Safari 10.0

macOS Siera 10.12

Processor 2.7 GHz Intel Core i5

 

Thanks for any help!

iMac, macOS Sierra (10.12)

Posted on Sep 23, 2016 6:12 AM

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Q: Netflix video issue in Safari

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  • Helpful answers

  • by Eric Root,

    Eric Root Eric Root Sep 23, 2016 6:38 AM in response to BomberBooey
    Level 9 (72,916 points)
    iTunes
    Sep 23, 2016 6:38 AM in response to BomberBooey

    Do a backup, using either Time Machine or a cloning program, to ensure files/data can be recovered. Two backups are better than one.

     

    Try setting up another admin user account to see if the same problem continues. If Back-to-My Mac is selected in System Preferenes, the Guest account will not work. The intent is to see if it is specific to one account or a system wide problem. This account can be deleted later.

     

    Isolating an issue by using another user account

     

    If the problem is still there, try booting into the Safe Mode using your normal account.  Disconnect all peripherals except those needed for the test. Shut down the computer and then power it back up after waiting 10 seconds. Immediately after hearing the startup chime, hold down the shift key and continue to hold it until the gray Apple icon and a progress bar appear. The boot up is significantly slower than normal. This will reset some caches, forces a directory check, and disables all startup and login items, among other things. When you reboot normally, the initial reboot may be slower than normal. If the system operates normally, there may be 3rd party applications which are causing a problem. Try deleting/disabling the third party applications after a restart by using the application un-installer. For each disable/delete, you will need to restart if you don't do them all at once.

     

     

     

    Safe Mode - About El Capitan

     

    Safe Mode Startup – El Capitan.

     

    If it works in the Safe Mode, try running this program when booted normally and then copy and paste the output in a reply. The program was created by Etresoft, a frequent contributor.  Please use copy and paste as screen shots can be hard to read. On the screen with Options, please open Options and check the bottom 2 boxes before running. Click “Share Report” button in the toolbar, select “Copy to Clipboard” and then paste into a reply. This will show what is running on your computer. No personal information is shown.
      

    Etrecheck – System Information

  • by BomberBooey,

    BomberBooey BomberBooey Sep 23, 2016 6:23 PM in response to Eric Root
    Level 1 (4 points)
    Safari
    Sep 23, 2016 6:23 PM in response to Eric Root

    Hi Eric - Thanks for the follow-up.  I have tried the following:

     

    * Created a new administrator account and I tried to play Netflix content in Safari and I encountered the same problem.

    * I booted into Safe mode and I was able to play Netflix content in the Safari browser with no issues.

    * I had previously tried viewing Netflix with all extensions/plug-ins disabled and that did not help.  I have reenabled them for now.

    * I rebooted normally and I have run Etrecheck which generated the following results:

     

    EtreCheck version: 3.0.5 (309)

    Report generated 2016-09-23 18:08:43

    Download EtreCheck from https://etrecheck.com

    Runtime 12:52

    Performance: Poor

     

    Click the [Support] links for help with non-Apple products.

    Click the [Details] links for more information about that line.

     

    Problem: Other problem

    Description:

    Netflix video playback does not work in Safari

     

    Hardware Information:

        iMac (27-inch, Mid 2011)

        [Technical Specifications] - [User Guide] - [Warranty & Service]

        iMac - model: iMac12,2

        1 2.7 GHz Intel Core i5 CPU: 4-core

        16 GB RAM Upgradeable - [Instructions]

            BANK 0/DIMM0

                4 GB DDR3 1333 MHz ok

            BANK 1/DIMM0

                4 GB DDR3 1333 MHz ok

            BANK 0/DIMM1

                4 GB DDR3 1333 MHz ok

            BANK 1/DIMM1

                4 GB DDR3 1333 MHz ok

        Bluetooth: Old - Handoff/Airdrop2 not supported

        Wireless:  en1: 802.11 a/b/g/n

     

    Video Information:

        AMD Radeon HD 6770M - VRAM: 512 MB

            iMac 2560 x 1440

     

    System Software:

        macOS Sierra  10.12 (16A323) - Time since boot: less than an hour

     

    Disk Information:

        ST31000528AS disk0 : (1 TB) (Rotational)

            EFI (disk0s1) <not mounted> : 210 MB

            Macintosh HD (disk0s2) / : 999.35 GB (67.52 GB free)

            Recovery HD (disk0s3) <not mounted>  [Recovery]: 650 MB

     

        HL-DT-STDVDRW  GA32N   ()

     

    USB Information:

        Fitbit Inc. Fitbit Base Station

        Apple Computer, Inc. IR Receiver

        Apple Card Reader

        Apple Inc. FaceTime HD Camera (Built-in)

        Seagate FreeAgent GoFlex

        Apple Inc. BRCM2046 Hub

            Apple Inc. Bluetooth USB Host Controller

     

    Thunderbolt Information:

        Apple Inc. thunderbolt_bus

     

    Configuration files:

        /etc/sudoers, File size 2299 but expected 1563

        /etc/hosts - Count: 4

     

    Gatekeeper:

        Mac App Store and identified developers

     

    Kernel Extensions:

            /Library/Application Support/VirtualBox

        [loaded]    org.virtualbox.kext.VBoxDrv (5.0.20 - 2016-06-07) [Support]

        [loaded]    org.virtualbox.kext.VBoxNetAdp (5.0.20 - 2016-06-07) [Support]

        [loaded]    org.virtualbox.kext.VBoxNetFlt (5.0.20 - 2016-06-07) [Support]

        [loaded]    org.virtualbox.kext.VBoxUSB (5.0.20 - 2016-06-07) [Support]

     

            /Library/Extensions

        [loaded]    com.paragon-software.filesystems.ntfs (14.2.288 - SDK 10.5 - 2016-09-22) [Support]

        [not loaded]    expressvpn.tap (20150118 - 2016-09-22) [Support]

        [not loaded]    expressvpn.tun (20150118 - 2016-09-22) [Support]

     

            /System/Library/Extensions

        [not loaded]    com.aliph.driver.jstub (1.1.2 - SDK 10.7 - 2016-09-22) [Support]

        [not loaded]    com.elgato.driver.DontMatchAfaTech (1.1 - 2016-09-22) [Support]

        [not loaded]    com.elgato.driver.DontMatchCinergy450 (1.1 - 2016-09-22) [Support]

        [not loaded]    com.elgato.driver.DontMatchCinergyXS (1.1 - 2016-09-22) [Support]

        [not loaded]    com.elgato.driver.DontMatchEmpia (1.1 - 2016-09-22) [Support]

        [not loaded]    com.elgato.driver.DontMatchVoyager (1.1 - 2016-09-22) [Support]

        [not loaded]    com.makemkv.kext.daspi (1.3 - 2016-09-22) [Support]

        [not loaded]    com.seagate.driver.PowSecDriverCore (5.0.1 - 2016-09-22) [Support]

     

            /System/Library/Extensions/Seagate Storage Driver.kext/Contents/PlugIns

        [not loaded]    com.seagate.driver.PowSecLeafDriver_10_4 (5.0.1 - 2015-11-07) [Support]

        [not loaded]    com.seagate.driver.PowSecLeafDriver_10_5 (5.0.1 - 2015-11-07) [Support]

        [not loaded]    com.seagate.driver.SeagateDriveIcons (5.0.1 - 2015-11-07) [Support]

     

    System Launch Agents:

        [not loaded]    8 Apple tasks

        [loaded]    160 Apple tasks

        [running]    103 Apple tasks

     

    System Launch Daemons:

        [not loaded]    com.apple.jetsamproperties.Mac.plist (2016-08-25) [Support]

        [not loaded]    41 Apple tasks

        [loaded]    155 Apple tasks

        [running]    108 Apple tasks

     

    Launch Agents:

        [not loaded]    com.adobe.AAM.Updater-1.0.plist (2012-11-18) [Support]

        [running]    com.flipvideo.FlipShare.AutoRun.plist (2011-05-06) [Support]

        [loaded]    com.google.keystone.agent.plist (2016-07-11) [Support]

        [loaded]    com.oracle.java.Java-Updater.plist (2014-03-04) [Support]

        [running]    com.paragon-software.NTFS.fsnotify.agent.plist (2016-08-29) [Support]

        [loaded]    com.paragon-software.facebook.agent.plist (2016-08-29) [Support]

     

    Launch Daemons:

        [loaded]    com.adobe.SwitchBoard.plist (2012-11-17) [Support]

        [loaded]    com.adobe.fpsaud.plist (2016-08-29) [Support]

        [failed]    com.expressvpn.tap.plist (2016-09-20)

        [failed]    com.expressvpn.tun.plist (2016-09-20)

        [running]    com.flipvideo.FlipShareServer.launchd.plist (2011-04-20) [Support]

        [loaded]    com.google.keystone.daemon.plist (2016-09-01) [Support]

        [loaded]    com.macpaw.CleanMyMac3.Agent.plist (2016-09-22) [Support]

        [loaded]    com.malwarebytes.HelperTool.plist (2016-07-14) [Support]

        [loaded]    com.microsoft.office.licensing.helper.plist (2012-04-02) [Support]

        [loaded]    com.oracle.java.Helper-Tool.plist (2014-03-04) [Support]

        [running]    com.paragon-software.NTFS.fsnotify.daemon.plist (2016-08-29) [Support]

        [loaded]    com.paragon.NTFS.launch.plist (2016-08-29)

        [not loaded]    org.virtualbox.startup.plist (2016-06-07) [Support]

     

    User Launch Agents:

        [loaded]    com.adobe.ARM.[...].plist (2012-09-06) [Support]

        [loaded]    com.macpaw.CleanMyMac3.Scheduler.plist (2015-12-29)

     

    User Login Items:

        iTunesHelper    Application Hidden (/Applications/iTunes.app/Contents/MacOS/iTunesHelper.app)

        VMware Fusion Start Menu    Application  (/Applications/VMware Fusion.app/Contents/Library/VMware Fusion Start Menu.app)

        Dropbox    Application  (/Applications/Dropbox.app)

        CleanMyMac 3 Menu    Application  (/Applications/CleanMyMac 3.app/Contents/MacOS/CleanMyMac 3 Menu.app)

     

    Internet Plug-ins:

        JavaAppletPlugin: Java 8 Update 91 build 14 (2016-05-19) Check version

        nplastpass: 2.0.7 (2012-08-23) [Support]

        AmazonMP3DownloaderPlugin1017277: AmazonMP3DownloaderPlugin 1.0.17 (2012-09-24) [Support]

        AdobePDFViewerNPAPI: 10.1.16 (2015-10-28) [Support]

        FlashPlayer-10.6: 23.0.0.162 - SDK 10.9 (2016-09-23) [Support]

        Silverlight: 5.1.50709.0 - SDK 10.6 (2016-09-23) [Support]

        QuickTime Plugin: 7.7.3 (2016-09-13)

        Flash Player: 23.0.0.162 - SDK 10.9 (2016-09-23) [Support]

        PepperFlashPlayer: 23.0.0.162 - SDK 10.9 (2016-09-14) [Support]

        SharePointBrowserPlugin: 14.6.6 - SDK 10.6 (2016-07-27) [Support]

        AdobePDFViewer: 10.1.16 (2015-10-28) [Support]

        DirectorShockwave: 12.0.4r144 - SDK 10.6 (2013-09-04) [Support]

     

    Safari Extensions:

        LastPass - LastPass - http://lastpass.com (2014-03-17)

     

    3rd Party Preference Panes:

        Flash Player (2016-08-29) [Support]

        Java (2016-05-19) [Support]

        Paragon NTFS for Mac® (2016-09-22) [Support]

     

    Time Machine:

        Skip System Files: NO

        Mobile backups: OFF

        Auto backup: YES

        Volumes being backed up:

            Macintosh HD: Disk size: 999.35 GB Disk used: 931.82 GB

        Destinations:

            Data [Network]

            Total size: 2.00 TB

            Total number of backups: 66

            Oldest backup: 2/22/16, 1:12 AM

            Last backup: 9/23/16, 4:39 PM

            Size of backup disk: Too small

                Backup size 2.00 TB < (Disk used 931.82 GB X 3)

        /sbin excluded from backup!

        /usr excluded from backup!

        /System excluded from backup!

        /bin excluded from backup!

        /private excluded from backup!

        /Library excluded from backup!

        /Applications excluded from backup!

     

    Top Processes by CPU:

             5%    com.apple.PhotoIngestService

             4%    WindowServer

             2%    kernel_task

             2%    com.apple.WebKit.WebContent(17)

             2%    com.apple.WebKit.Networking(3)

     

    Top Processes by Memory:

        3.06 GB    com.apple.WebKit.WebContent(17)

        1.08 GB    kernel_task

        770 MB    mdworker(22)

        606 MB    Safari(2)

        377 MB    assistant_service(2)

     

    Virtual Memory Information:

        480 MB    Free RAM

        16.00 GB    Used RAM (1.30 GB Cached)

        0 B    Swap Used

     

    Diagnostics Information:

        Sep 23, 2016, 05:23:19 PM    Self test - passed

        Sep 22, 2016, 11:03:00 PM    /Library/Logs/DiagnosticReports/Safari_2016-09-22-230300_[redacted].hang

            /Applications/Safari.app/Contents/MacOS/Safari

        Sep 22, 2016, 10:15:47 PM    /Library/Logs/DiagnosticReports/media-indexer_2016-09-22-221547_[redacted].cpu_ resource.diag [Details]

            /System/Library/PrivateFrameworks/AssistantServices.framework/Versions/A/XPCSer vices/media-indexer.xpc/Contents/MacOS/media-indexer

        Sep 22, 2016, 09:30:54 AM    /Library/Logs/DiagnosticReports/CleanMyMac 3 Menu_2016-09-22-093054_[redacted].cpu_resource.diag [Details]

            /Applications/CleanMyMac 3.app/Contents/MacOS/CleanMyMac 3 Menu.app/Contents/MacOS/CleanMyMac 3 Menu

  • by Eric Root,

    Eric Root Eric Root Sep 24, 2016 5:54 AM in response to BomberBooey
    Level 9 (72,916 points)
    iTunes
    Sep 24, 2016 5:54 AM in response to BomberBooey

    /etc/hosts file - Fixing a hacked


    Most people advise not to use cleaning programs. They can destroy your computer operation as they may already have done.

     

     

    CleanMyMac 3 Uninstall

     

    After un-installing, use this program to make sure you got all the pieces.

    EasyFind – Spotlight Replacement