Netflix streaming gives Error Code: S7363-1261-FFFFD000

Question

Netflix streaming gives Error Code: S7363-1261-FFFFD000

MacBook Pro OSX Yosemite 10.10 (14A389), patched to current on all software (which may be the problem). Safari v. 8.0 (10600.1.25) with Silverlight plug-in 5.1.30514.0.

The only symptom (so far) is that Netflix refuses to play streaming video saying the device has a hardware problem. (The full error from Netflix is "Whoops, Something went wrong... Your device has a hardware issue which is preventing Premium Video Playback. Contact Apple Support for more information." And at the bottom of the window, Error Code: S7363-1261-FFFFD000.) Since nothing else seems to be affected, I'm betting on the Silverlight plug-in for Safari rather than an actual hardware problem.

Prior to installing Yosemite, I had no problem with Netflix. During the installation, I turned on File Vault. Thinking that might be causing Silverlight some heartburn, I disabled File Vault and decrypted the drive. No change.

My girlfriend has an identical MacBook Pro, running the same OS revision on the same network and is not having this problem. (This is what prompted me to turn off File Vault, since she did not turn that feature on when upgrading to Yosemite.) We have the same security software (e-Set) and the only other software differences I know of are that she does not have Pages or Keynote installed (they came with my Mac when I bought it, but when she bought hers they weren't bundling those programs into OSX). Since there was just an update to Pages, that install could have caused a conflict, though it seems unlikely. I only meniton it because it is a difference between the Macbook that works, and the one that doesn't.

Youtube and other sites using Flash don't appear to be affected, but I don't know of another site that uses Silverlight, so I can't test that. I've tried all the usual generic fixes, and so far nothing has resolved the problem. So (a) has anyone else encountered this, and (b) did you resolve it?

MacBook Pro, OS X Yosemite (10.10)

Posted on Nov 16, 2014 7:36 PM

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Answer 1

Nov 16, 2014 8:54 PM in response to wendysboyfriendjames

I am having this problem too.

Try going to your Netflix account settings > under Your Profile - click playback settings > uncheck -prefer html5 player instead of silverlight.

This worked for me for a bit then it started to have the same error message pop up again. i don't know?

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Answer 2

Nov 17, 2014 4:29 AM in response to help12help

Already checked that setting based on another thread I found after posting this. Didn't work for me, but it seems to have fixed at least one other case of the same problem. Yosemite seems to be the common thread here. Looks like everybody that's reporting the problem has just updated to it.

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Answer 3

Nov 17, 2014 5:19 PM in response to wendysboyfriendjames

The problem is either in Safari or Silverlight most likely. I finally broke down and installed Google Chrome and can run Netflix without difficulty using it. Had to update one component before it would play, but once that was done no more problem. So I suppose I can live with using a different browser just for Netflix... Oy.

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Answer 4

Nov 18, 2014 3:12 PM in response to wendysboyfriendjames

I have the same issue on a Mac mini (2012) with up-to-date Yosemite OS X and Safari browser, Silverlight not installed, Netflix account current.

Link to my thread discussion: Re: Netflix claims Yosemite OS Blocks Their Player

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Answer 5

zrs745

Level 1

0 points

Nov 24, 2014 10:44 PM in response to wendysboyfriendjames

Is there no resolution to this at this time? I refuse to use another browser. My Netflix account, under playback settings, says nothing about HTML5 or Silverlight. It only gives me quality and auto playback preferences.

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Answer 6

Nov 25, 2014 4:24 AM in response to zrs745

As far as I can tell, there is no resolution at this time. And I can't remember how to get to the playback options, which Netflix has cleverly hidden somewhere that I can't find just now. All I can tell you is that it works in Chrome, so I have to assume the problem is in Safari under Yosemite.

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Answer 7

Nov 25, 2014 9:04 AM in response to zrs745

See my latest dialogue with Apple Tech on a similar thread subject which addresses your concerns: Apple claims Netflix needs to Update

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Answer 8

rmclaugh

Level 1

15 points

Nov 30, 2014 3:00 PM in response to wendysboyfriendjames

I have the same exact issue on my Macbook Air. Mac Support had me reinstall Adobe Player. Not a fix. Also, note that Netflix Preferences/Profile/Playback Settings no longer gives me an option to select Silverlight instead of HTML5. So that "fix" does not work like it did on my newer iMac.

Google Chrome works but not Safari. Firefox keeps asking for Silverlight to be installed even though it is (multiple times).

Solution anyone?

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Answer 9

zrs745

Level 1

0 points

Nov 30, 2014 3:07 PM in response to rmclaugh

The only thing I have come up with so far is the usage of Google chrome

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Answer 10

Dec 2, 2014 5:29 PM in response to wendysboyfriendjames

I believe I know why everyone is having this issue. If you go to your Apple menu and click "About This Mac" I bet everyone who has this issue will find that your serial number will not be present in the about window. In order to view HTML5 video I believe it's a requirement to identify a computer by its unique number.

In this case the hardwares serial number. I believe the question you may be asking yourself is; why does my computer not have a serial number? That's a really good question. Things you might ask yourself; have I recently done a PRAM reset? Perhaps even a SMC reset? Who knows why but here's a solution to the problem. You can go to the Apple store and have them enter your serial number in using a piece of software they use or you can do it yourself. If you want to do it yourself you'll need to download this Apple part number 063-7137-A. If you do a search on the web you'll likely find a place to download it. I'd post a link here but I'm pretty sure Apple would get a bit upset. Once you've downloaded that file you'll want to burn it to a CD or if you're crafty enough you can also burn it to a USB flash drive. After you've done one of those you'll want to boot to the CD/USB and follow the simple instructions. I would take a picture of your serial number off the bottom of your Mac so that you'll be able to see it easier when it prompts to enter it.

I hope this helps.

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Answer 11

Dec 3, 2014 4:34 AM in response to csupinski

Sounds reasonable except for one thing. If this truly were a hardware problem, changing browsers wouldn't solve it. Not everybody has resolved it that way, but switching to Chrome for Netflix viewing has solved it for me, and for most others I've heard from. Further, Netflix has an option to make Silverlight the preferred transport, which has also helped some people (though it didn't help me). So if you're not using HTML5, this doesn't explain it either. This might work, but I'd suggest consulting Apple before trying this one.

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Answer 12

rmclaugh

Level 1

15 points

Dec 3, 2014 7:30 AM in response to csupinski

I just went to About My Mac. It is a Mid 2011 MacAir with an i7 processor. It also HAS a serial number. Netflix does not work in Safari at all as described above for everyone else. Firefox asks for Silverlight even after it has been installed. Only Chrome works.

Thanks for the idea but it did not work for me. Keep up the experiments and good thinking!

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