High Sierra 10.13.5 video playback issues

I am dealing with this issue, too--on a 2018 13" MacBook Pro: black video window when I try to play iTunes movies and TV shows, and "Something went wrong" messages when trying to play Netflix or Hulu content in Safari. I tried a guest account, and the issue persisted. I tried safe mode, and the issue persisted. I tried connecting to a network other than my home network, and the issue persisted. I tried an OS X reinstall with a Time Machine backup, and the issue persisted. I tried a clean OS X reinstall, and the issue persisted. I've talked to Apple Support, and they seem stymied. I'm expecting a call later this week from them after they've addressed the issue with their engineers.

(On a couple of occasions, videos have mysteriously played again, but restarting the MacBook Pro saw the return of the playback issue.)

I'm frustrated, especially since the computer is about a little over a month old.

My MBP seems to have fixed itself. It has been 3 days now and no more problems. Even after a complete reformat & reinstall. I’m not exactly sure what I did to fix it but I did play Diablo III for a couple of hours last Friday.

Hello,

I started facing this problem after running a reset to the NVRAM, PRAM, SMC ; I performed the reset after reading this discussion Green fuzzy screen when open lid of MacBook Pro because I was facing the same problem (fuzzy screen when opening the lid). It solved the screen's problem but started another problem on Netflix (error code S7363-1260-FFFFD089).

I followed the troubleshooting steps to resolve the issue, suggested by Netflix help center, but it wasn't helpful.

I tried to reboot my MacBook Pro 2016 on "safe mode" and after installing Silverlight Plug-in, it worked normally. But then I restarted the system with normal boot, so the problem appeared again.

It is driving me crazy, I tried everything but nothing worked. Please any help 😢

Thanks.

Hi Astelin55

Are you using a time machine backup you did before you had the problem to recover your account?

I have tried after a clean install via usb (not an internet recovery) using my last time machine backup but it didn't worked for me.

Thanks.

Today i went to work in the morning and left my MBP unplugged with the lid closed. I just came home for lunch break, opened it and the bug is gone at the moment. It has to have something to do with the not plugging it in part because normally I do that before I leave. This thing is getting stranger and stranger. Did anyone have the same experience?

@LeinadGrothesk - exact same thing happened to me. Happened after I reset NVRAM. I could do nothing to get it to work i.e. reinstall, reinstall from internet, resetting NVRAM and SMC a few more times. Gave up, put my laptop away in my bag for a train journey, and by magic, everything now works, even after restarting and turning off. Bizarre!

Hello,

You are basically resetting the vram. I got the command from someone inside of Apple, Inc. You should be careful about running any command from terminal from a random guy on the internet, this is true. You will see from the responses of others that this worked for them. I will say that if you are not comfortable with the instructions I have written, you should contact Apple Support and they will walk you through it.

Matt

I'm glad that I was able to save you from further frustration. I got the command from someone within Apple, Inc. after I escalated the case a couple of times and a detailed email with my supporting arguments to Tim Cook.

I took notes during this final test and re-tested and wrote the document for others to follow. I've been in IT myself for 20 years, so that helps. But there was no way I could have come up with that command on my own and I don't know anyone that would have deep enough insight to computer hardware to figure that out either.

It was pure persistence on my part and knowing how to rattle the right cages and when. I don't do that to be a manipulative person. But when you get stuck on something like this and get nowhere over and over...you have to know how to drive people forward.

Thanks, Matt, it totally worked! Was gonna go to the Apple Store tomorrow to get logic board replaced, but will cancel the appointment now. When you say temporary, you don't mean the problem will rear its ugly head again, do you? I'm assuming now that you've got Tim Cook's attention, they should definitely be able to build in a fully baked version of the fix in a firmware update. I've spent probably 20 hours on this issue alone, trying all the various aforementioned methods, OS reinstalls, phone calls, etc. I can't even begin to imagine how much time you spent chasing down this elusive white rabbit. Will now enjoy a Netflix movie to celebrate!

MacBook Pro 2016 with 2017 keyboard replacement

If you have to reset the PRAM for any reason, the problem will likely come back again. You just have to boot into recovery mode and run the command again. I'm certain that there will be a software\firmware update in the near future that will be a permanent fix. ***

I spent a lot of hours helping them find the root of this. And, yes, I made sure that they knew it.

Replacing your logic board may or may not have fixed the problem. I know it hasn't worked for many. I'm happy to have saved you from the same mess I went through, over and over.
[Edited by Host]

Hi Matt,

So I've noticed that scrolling in the Messages app and through iTunes lyrics seems choppy and laggy. Didn't notice that before; might you be willing to give that a try? Could just be something I haven't noticed before... Thanks!!!

This worked for me, too. I am on a 2017 13" MBP (MacBook Pro 14,2).

For me I noticed the problem just browsing the web, I think because of videos in advertisements. It had the effect of making the overall web browsing experience nearly unusable in Safari. I had also noticed that Netflix and Amazon Prime Video did not work in Safari.

I hope Apple pays attention to this. It is bad product support, to say the least, to require folks to roll the dice on punching two lines of gibberish from a stranger into Terminal.

Thanks mattrogers for taking the time to figure this out and for sharing your findings.

This actually worked wonderfully on my Mac (New MacBook Pro 2018 13" released on August 2018).

Now it doesn't matter if I reboot or turn off my computer, video from Netflix and other sources works as it should.

Also, it solved other software problem I had (not related to video playback).

Thank you very much for finding the solution to the problem!

So thankful for your help. Had the same problem with my MacBook Pro couple of months back and had to get logic board replaced. Could you please tell me the source when you mentioned that "Apple is aware of this and will likely provide some sort of update to perminantly fix this." If they are aware and issue is from a software side, they should have been fixed by now but that's not the case. The issue still persist after doing NVRam reset and could it actually be hardware issue

Thank you Matt! Fixed my severe Safari/App Store stutter after second attempt (with power cord and external mouse unplugged).

Was fortunate to find this; I can cancel my Genius Bar appt. for tomorrow. ✅