Help! videos load but will not play

Question

Help! videos load but will not play

Hey!, alright so previously I had a MacBook 2017 pro that when i used netflix,hulu and other streaming services on it, I would click the video link and it would send me to a page with the video on it, once the page loaded a play button would appear and I would click it and watch content no problem. Now I have a new mac book pro with OS Monterey 12.1 on it. I go to the same website or streaming service and when I click the video link or episode link, the page with the video loads but not the play button. I basically have a loaded page but cant watch the video on it, the video just shows up black screen instead of black screen with play button. What is going on? youtube video works but not my streaming services that previously worked on my old mac book. Please help, Im at university and watching junk tv is the only thing that helps me stay sane or relax.

MacBook Pro 16″, macOS 12.1

Posted on Feb 5, 2022 7:27 PM

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Answer 1

Top-ranking reply

TheLittles

Level 10

202,765 points

Feb 5, 2022 10:40 PM in response to Biochemistryrules719

Biochemistryrules719 Said:

"Help! videos load but will not play: Failed to load resource: A server with the specified hostname could not be found. The Console menu says my computer is bouncing between this error message and successfully loading the video but at random it seems. Now im trying to see if I can somehow clear out my console or what else I can do to try and fix this.[...]"

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About this Error:

If a hostname cannot be found, then there is an error connecting to their servers. So, try troubleshooting WiFi.

Troubleshooting Mac Wi-Fi:

A few thoughts to try...

I. Clear the Temporary Internet Files:

Cookies perform remembrance of certain site-entered data.
Cache keeps a snapshot of the last time you visited a site.
Go Here: Clear your browsing history in Safari on Mac - Apple Support

II. Restart your Router:

Power: off the router
Wait: 30 seconds
Power: It back on

III. Boot in Safe Mode:

In Safe Mode, Login Items do not run at login, certain preferences are set aside, and damaged system files are then reset. So, once booted in to Safe Mode, wait 30 seconds, and then boot up normally, attempting another update install. For instructions, go here: How to Use safe Mode on your Mac - Apple Support

IV. Try a New Admin User:

What happens when you create a new administrator user, and log into it? Do you still get this error? If not, then it is likely an error with the current user. If so, then it is likely an error with your Mac.

V. Reset your SMC and your NVRAM:

(Applies to Intel-Basel Macs Only) Sometimes changes (i.e. Installations) are made to the system and then settings (i.e. Networking) become corrupted, technically. So, reset both on your Mac. So, reset the SMC and reset the NVRAM or PRAM. It might take three tries. to fix this. So, be certain you have the time to do so.

Start With This:

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Answer 2

TheLittles

Level 10

202,765 points

Feb 5, 2022 11:11 PM in response to Biochemistryrules719

Biochemistryrules719 Said:

"Help! videos load but will not play: [...]im using schools private wifi[...]"

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Whom to Contact:

Speak with the Web Master of your school for assistance with using their network.

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Answer 3

TheLittles

Level 10

202,765 points

Feb 11, 2022 8:31 PM in response to Biochemistryrules719

Biochemistryrules719 Said:

"Help! videos load but will not play:"

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Q1. "I have not tried resetting either SMC or NVRAM but tomorrow i am going to reset both 3 times each and see if that works."

A1. Let us know how that ends up working out.

Q2. "If I do have to send this 2021 mac back how do I start the process? Do I go to the mac store and show them my console for safari and the connectivity issues? or show them this conversation of what I have tried and done?"

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A2:

Getting this Serviced by Apple:

A. Genius Bar Appointment:

Take this into Apple. Ask Apple Support about this when calling them. Have Apple look into this. Start by contacting Apple***, and request that a Genius Bar Appointment be reserved. You would take this to your Local Apple Store, during which the screen and all other necessities would be looked at.

***Info on Contacting Apple:

Contact Us - Choose Locations
USA: 1(800)MY-APPLE
Proceed from there as Necessary

B. Send-In Service:

With the Coronavirus going around, your local Apple Store may not be open at this very moment. So, send-in service is what you would use. So, while on the phone, ask the Apple Rep if mail-in service is an available option for you to send this in for service. See my User Tip from almost 2 years ago!: Coronavirus Pandemic - Why Your Streaming May be Down at the Moment - Apple Support

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Answer 4

TheLittles

Level 10

202,765 points

Feb 5, 2022 10:20 PM in response to Biochemistryrules719

Biochemistryrules719 Said:

"Help! videos load but will not play: Now I have a new mac book pro with OS Monterey 12.1 on it. [...]I go to the same website or streaming service and when I click the video link or episode link, the page with the video loads but not the play button.[...]"

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Sounds like a Bug:

Contact the Sites, asking them how to troubleshoot this. Perhaps it is a bug that they have yet to fix.

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Answer 5

Feb 5, 2022 8:15 PM in response to Biochemistryrules719

Iv been doing some reading/ tests and heres some additional information

I'm currently using safari Version 15.2 (17612.3.6.1.6)
Iv tried the same website and episode on safari and google chrome but both browsers keep showing up with blank video despite refreshing the page

I think the above info could mean this is a computer problem not a web browser problem though im not sure

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Answer 6

Feb 5, 2022 9:59 PM in response to Biochemistryrules719

I currently tried

turning off the experimental feature of GPU process media
Updating my safari browser to 15.3
batting my mac into safe boot

Still getting a blank video....... I really wish I still had my 2017 mac book, it might of been old and had battery issues but It let me do school work and I could watch videos which is all I needed....

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Answer 7

Feb 5, 2022 10:36 PM in response to TheLittles

Possibly, I have no clue, I just turned off all the experimental features in the develop menu and still had the problem, then I open up the inspect element menu and saw I was getting this message

Failed to load resource: A server with the specified hostname could not be found.

The Console menu says my computer is bouncing between this error message and successfully loading the video but at random it seems.

Now im trying to see if I can somehow clear out my console or what else I can do to try and fix this.

I decided to start moving to a different website to see if maybe it was just netflix and hulu but Im still getting the message even on something like wootly that previously worked on the old mac fml

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Answer 8

Feb 5, 2022 11:03 PM in response to TheLittles

**** man, its two am and i still got homework due tomorrow night. Im going to try all of these

1- i can do that

2 im using schools private wifi so thats not going to work but i can try and ask to see if i can get access to another network because my university said for video game consoles such as xbox and playstation or cable tv you have to request special access or use an ethernet cable, i will ask for special access

3 i did safe mode but i will try it again as i go down the list, i think i did install all the updates but ill look again to see if theres more though im not sure if your saying to redownload 15.3 or what

4 i will try creating a new admin log in then

5 gotcha, i will reset both SMC and NVRAM 3 times each and see if that works as my mac is an intelcorei9

thanks for taking the time and replying man i really hope one of these works

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Answer 9

Feb 11, 2022 7:59 PM in response to TheLittles

Alright so I currently tried all of them except five and nothing has worked

1 I cleared internet history and still have the issue with video not loading and getting a connecting to server issue

2 I got a new log in to a different network and nothing had changed

3 I already did safe mode and i still have the issue

4 I made a new admin log in called TEST 1 and the issue was fixed for the first two times and then after that the issue kept coming back up of loading the page but not the video or the video play button.

5 I have not tried resetting either SMC or NVRAM but tomorrow i am going to reset both 3 times each and see if that works.

I am honestly praying right now that I still have my 2017 mackbook still and can take that to mac medics and get the battery issue fixed because If I can get my battery issues fixed on that one I might just ask for a refund on this 2021 one or see if that's possible at all. I still have to do school work till may on a laptop and sending this off to the factory or mac is not what I want to do but its better sooner than later.

If I do have to send this 2021 mac back how do I start the process? Do I go to the mac store and show them my console for safari and the connectivity issues? or show them this conversation of what I have tried and done?

Reply

Answer 10

TheLittles

Level 10

202,765 points

Feb 11, 2022 8:32 PM in response to Biochemistryrules719

Biochemistryrules719 Said:

"Help! videos load but will not play: I am honestly praying right now that I still have my 2017 mackbook still and can take that to mac medics and get the battery issue fixed because If I can get my battery issues fixed on that one I might just ask for a refund on this 2021 one or see if that's possible at all. I still have to do school work till may on a laptop and sending this off to the factory or mac is not what I want to do but its better sooner than later.[...]"

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Troubleshooting Mac Power:

As for replacing that battery, that may not be necessary. Try troubleshooting it.

A. Black Mac Screen:

Go Here: If your Mac doesn't Turn On or Start Up - Apple Support

Using External Devices: Try Resetting the SMC and NVRAM, but this time, using an external keyboard. Connect an external monitor and see if you get an output.

B. Mac Power Issues:

Try a New Charger:

If it is currently charging from a charger, then use a new charger: