Netflix video issue in Safari

Question

Level 1

8 points

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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Answer 1

Eric Root

Level 10

685,317 points

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

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Answer 2

BomberBooey Author

Level 1

8 points

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

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Answer 3

Eric Root

Level 10

685,317 points

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

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