Troubleshoot why a video is not playing


Check your Flash Player Settings

For Windows, follow the installation steps in Troubleshoot Flash Player installation | Windows to confirm the latest version of Flash Player is installed.

For an Intel-based Mac OS, see Can’t install Flash Player | Intel-based Mac OS.

Refresh the website page

Refresh your screen by refreshing the website page

Ensure that Adobe Flash Player is the default player

If another player installed on your computer is set as the default player, information possibly cannot get to your Flash Player. Make Flash Player the default player and try to watch the video again.

Allow the website Flash content to play on your system

View the settings manager for your Flash Player installation.

  • Right-click (Windows) or Control-click (Mac OS) on any Flash content.
  • Select Global Settings.
  • Select the Global Storage Settings panel. The Adobe Flash Player Settings Manager opens.
  • Select Allow Third-Party Flash Content To Store Data On Your Computer.
  • Restart your browser and try playing an embedded video.

  • To view or change the privacy settings for websites you have visited, use the Website Privacy Settings panel.
  • To view, change, or delete the storage settings for websites you have visited, use the Website Storage Settings panel.

Check the browser security level

Make sure that the security level is not set to High or to a custom level that doesn’t allow viewing of ActiveX controls. Typically, the default security level (medium) allows you to view Flash content. For a custom level, ensure that both Download Signed ActiveX Controls and Run ActiveX Controls And Plug-ins are set to Prompt. For example, in Internet Explorer:

  • Choose Tools > Internet Options.
  • Click the Security tab.
  • Click Default Level, or click Custom Level.
  • In the section ActiveX Controls And Plug-in, make the following changes:

  • Set Download Signed ActiveX Controls to Prompt.
  • Set Run ActiveX Controls And Plug-ins to Prompt.

Check firewall and utility settings

Some Internet utilities function similar to a firewall and can restrict viewing of ActiveX controls. In some cases, they block Flash Player content. Ensure that firewall or utility settings are set to allow ActiveX controls, Flash Player content, and the website you are visiting.

 If you are using Chrome

If you’re using Chrome on a computer, try the troubleshooting tips below in order.

1) Try updating Chrome

You may need the latest version of Chrome to play your video. To update Chrome, follow these steps:

  1. In the top-right corner of the browser window, open the Chrome menu Chrome menu.
  2. Click Settings > About Google Chrome.

2) Check your extensions and plugins

Some video issues can be caused by Chrome extensions and plugins. To see if an extension is causing problems, try playing the video you’re having trouble with in Incognito mode. Learn more about incognito mode

  • If that solved your issue, turn off your extensions or plugins temporarily. Then turn them back on one-by-one to see which extension or plugin is causing the problem.
  • If this doesn’t work, try resetting Chrome to its default settings. This will turn off your extensions and plugins.

3) Enable JavaScript

Your video may require JavaScript. YouTube videos, for example, won’t run without JavaScript.

To turn on JavaScript, follow the steps below:

  1. Type chrome://settings/content into the address bar.
  2. In the JavaScript section, select Allow all sites to run JavaScript (recommended).
  3. Click the OK button to close the window.
  4. Refresh your browser to update the settings.

4) Clear your cache and cookies

There could be something saved in your cache or browser data that’s causing your video problem. Check to see if the video will play in an Incognito window in Chrome. If it does play, you may need to clear your cache and browsing data. Learn how to clear your cache and browsing data

Note: Keep in mind that clearing your cache and cookies erases your settings for websites. Here are some examples:

  • If you chose to have sites remember your username and password, they will be cleared from your browser’s memory when you clear cache and cookies. You’ll have to sign in to these sites again.
  • Websites might load a little slower because all of the images and content pieces have to be loaded from scratch.

5) Check your home network and connection

If you are using Internet Explorer

Many websites use add-ons such as Adobe Flash, Microsoft Silverlight, or QuickTime to play video or audio files. Instead of using add-ons Internet Explorer streams media content using HTML5 and Adobe Flash on compatible sites. If video won’t play, try opening the site using Internet Explorer for the desktop.

  • Turn on Compatibility View. Learn more about Compatibility View by reading Fix site display problems with Compatibility View.

  • Make sure you’re not using InPrivate Browsing. InPrivate Browsing might block info or add-ons that a video program needs in order to play properly.

Why are webpages blank or displaying incorrectly?

Some websites might appear blank or might not display correctly in Internet Explorer. For example, portions of a webpage might be missing, or colors and text might be incorrect. Some pages might not display at all. If a portion of a page is blank or doesn’t display correctly, try one or more of these options:

  • Turn on Compatibility View. You can only turn on Compatibility View when using Internet Explorer for the desktop. Learn how by reading Fix site display problems with Compatibility View.

  • Turn off Tracking Protection for the site you’re on. Learn how by reading Use Tracking Protection.

  • Turn off hardware acceleration. To turn off hardware acceleration, open Internet Explorer for the desktop, tap or click the Tools button, and then tap or click Internet Options. Tap or click the Advanced tab, select Use software rendering instead of GPU rendering, and then tap or click OK. You must close and reopen Internet Explorer for changes to take effect.

What if Internet Explorer crashes, stops working, or runs slowly?

Here are a few things to try if Internet Explorer crashes, stops working, or runs slowly:

  • Install the latest updates. Here’s how:

    1. Swipe in from the right edge of the screen, and then tap Search.
      (If you’re using a mouse, point to the lower-right corner of the screen, move the mouse pointer up, and then click Search.)

    2. Enter Windows Update in the search box, and then tap or click Install optional updates.

    3. Tap or click Check for updates, and then wait while Windows looks for the latest updates for your PC.

    4. If updates are found, tap or click Install updates.

  • Reset Internet Explorer settings. This will restore Internet Explorer to its original settings, but won’t delete your favorites or feeds. Learn how to Reset Internet Explorer settings.

  • Turn off add-ons. Add-ons let you watch videos on sites, but incompatible or out-of-date add-ons might cause Internet Explorer to run slowly, crash, or prevent sites from displaying correctly. Learn how to turn add-ons off by reading Manage add-ons in Internet Explorer.

If all else fails, please fill in the below form:

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