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Help! This video cannot be played. Instructions do NOT help!

Frequent Visitor

Help! This video cannot be played. Instructions do NOT help!

This video cannot be played.

We have detected a problem with your Microsoft Silverlight installation (Error 1001). To fix this problem please uninstall and reinstall Microsoft Silverlight.

For instructions on how to fix your problem click below.

 

Did as mentioned to uninstall/reinstall Silverlight. Still can't see videos or anything now. Running Windows 7 Pro 64.

 

Everything was good until recently. Please help!

Official Employee

Re: Help! This video cannot be played. Instructions do NOT help!


toriartist wrote:

This video cannot be played.

We have detected a problem with your Microsoft Silverlight installation (Error 1001). To fix this problem please uninstall and reinstall Microsoft Silverlight.

For instructions on how to fix your problem click below.

 

Did as mentioned to uninstall/reinstall Silverlight. Still can't see videos or anything now. Running Windows 7 Pro 64.

 

Everything was good until recently. Please help!


Please go to www.xfinitytv.com/computer and copy the information you see on-screen and paste it in this thread so we can further assist you.

 

Also, please send the URLs of the videos that you are trying to watch.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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Frequent Visitor

Re: Help! This video cannot be played. Instructions do NOT help!

My Zip Code: 15301 My Cable Provider: Comcast Washington Digital My myDVR Manager Status: activated My Set Top Box Names: Ernie, Bedroom My Queue setup: False Facebook Queue Syncing: false Facebook Connect: False My public IP address: 71.195.95.234 My operating system: Windows - rv:9.0.1 My web browser: Firefox 9 - Mozilla/5.0 (Windows NT 6.1; WOW64; rv:9.0.1) Gecko/20100101 Firefox/9.0.1 My system type: Desktop computer or other device My Move player version: 071706000001 My Silverlight version: 5.0.61118.0 My flash version: 11.1 r102 Javascript: enabled Cookies: enabled

Frequent Visitor

Re: Help! This video cannot be played. Instructions do NOT help!

http://xfinitytv.comcast.net/tv/The-Daily-Show-With-Jon-Stewart/89142/2185603510/The-Daily-Show-1-10...

 

This is an example. Cannot play movies either. Tried Chrome and IE9 - no luck. Same issue.

Official Employee

Re: Help! This video cannot be played. Instructions do NOT help!


toriartist wrote:

My Zip Code: 15301 My Cable Provider: Comcast Washington Digital My myDVR Manager Status: activated My Set Top Box Names: Ernie, Bedroom My Queue setup: False Facebook Queue Syncing: false Facebook Connect: False My public IP address: 71.195.95.234 My operating system: Windows - rv:9.0.1 My web browser: Firefox 9 - Mozilla/5.0 (Windows NT 6.1; WOW64; rv:9.0.1) Gecko/20100101 Firefox/9.0.1 My system type: Desktop computer or other device My Move player version: 071706000001 My Silverlight version: 5.0.61118.0 My flash version: 11.1 r102 Javascript: enabled Cookies: enabled


Try using a different web browser and let me know if it works. This is not a permanent solution but it will help us narrow down your issue.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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Frequent Visitor

Re: Help! This video cannot be played. Instructions do NOT help!

No - as I mentioned. Tried Chrome, Firefox and IE9. None will play. All come up with message.

Silver Problem Solver

Re: Help! This video cannot be played. Instructions do NOT help!

have you cleared your cache, deleted your cookies, restart the pc?  If you are tech savvy you can install ccleaner and run it, it will clean up all the old extensions and dll's left from installing and uninstalling.

 

Also try turning off your firewall and antivirus, also try logging out of your account online and make sure your not logged into anything else comcast. 

 

 

Frequent Visitor

Re: Help! This video cannot be played. Instructions do NOT help!

I will clear cache and delete cookies. PC was restarted when Silverlight reinstalled. Already tried stopping antivirus and firewall. No change. Logged out and back in - no change. This has been going on for a few days.

Frequent Visitor

Re: Help! This video cannot be played. Instructions do NOT help!

Do not need to clear cache and cookies. As I said - same issue no matter the browser.

Official Employee

Re: Help! This video cannot be played. Instructions do NOT help!


toriartist wrote:

Do not need to clear cache and cookies. As I said - same issue no matter the browser.


Where are you downloading Silverlight from?

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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Frequent Visitor

Re: Help! This video cannot be played. Instructions do NOT help!

Pulled Silverlight from your site's link. Made sure it was the x64 version. Just ran ccleaner - no change.

Silver Problem Solver

Re: Help! This video cannot be played. Instructions do NOT help!

how about starting your computer in safe mode and trying it that way?  that will disable all non essential programs. running out of solutions here.  It can always just be a problem with your local area. 

 

Have you tried running it with the 32bit versions of the programs?  I have a lot of issue when I try to run with 64bit IE. 

 

 

Official Employee

Re: Help! This video cannot be played. Instructions do NOT help!


toriartist wrote:

Pulled Silverlight from your site's link. Made sure it was the x64 version. Just ran ccleaner - no change.


Try adding https://www.xfinitytv.com and http://www.xfinitytv.com as trusted sites on Firefox. Then close the browser, reopen it, and then try again.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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Frequent Visitor

Re: Help! This video cannot be played. Instructions do NOT help!

I can run fine from home computer running same operating system and level. I live next door, so I doubt that is the issue.

 

Safe mode not a help. Would like to see videos - like news - from work here. It is on this computer that there is an issues. My built to order at home's xfinity seems to work well. I will double check it when I get off.

 

Wonder if there is an issue that might be related to this being an HP Pavillion Elite HPE?

Frequent Visitor

Re: Help! This video cannot be played. Instructions do NOT help!

No - this doesn't help either on this computer.

Frequent Visitor

Re: Help! This video cannot be played. Instructions do NOT help!

Funny thing is only some of the shows/movies this happens to. Opened Unforgettable - no issue.

Official Employee

Re: Help! This video cannot be played. Instructions do NOT help!


toriartist wrote:

Funny thing is only some of the shows/movies this happens to. Opened Unforgettable - no issue.


Some videos use Flash, some use Silverlight and just Silverlight videos are not working for you.

 

Does your work have strict settings where they do not let you download software?

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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Frequent Visitor

Re: Help! This video cannot be played. Instructions do NOT help!

No issues with that - I handle this system, and no one else. I can download what is needed. Since our shop is using Comcast (americanmailing@comcast.net), I think it is best to have the capability available. As I mentioned, if a news video doesn't work - this could be an issue. We might want to see something weather or news that Comcast broadcasts via the xfinity site.

Silver Problem Solver

Re: Help! This video cannot be played. Instructions do NOT help!

what videos are news or weather on xfinity tv?  Its just moveis and tv shows.

Frequent Visitor

Re: Help! This video cannot be played. Instructions do NOT help!

True, but hey - we get bored too as day almost ending. I check things out to see later online at home.

New Poster

Re: Help! This video cannot be played. Instructions do NOT help!

Im having the same problem. Im on a 64 bit windows 7. reinstalled silverlight twice, no change. turned off firewall and ran ccleaner.. no change.

Official Employee

Re: Help! This video cannot be played. Instructions do NOT help!


JRUFO1224 wrote:

Im having the same problem. Im on a 64 bit windows 7. reinstalled silverlight twice, no change. turned off firewall and ran ccleaner.. no change.


Please go to www.xfinitytv.com/computer and copy the information you see on-screen and paste it in this thread so we can further assist you.

 

Also, please send the URLs of the videos that you are trying to watch.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
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