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Videos from Discovery (Specifically Gold Rush: Alaska) not starting

Frequent Visitor

Videos from Discovery (Specifically Gold Rush: Alaska) not starting

I have installed the Microsoft Silverlight 5, running Internet Explorer 9 (both 32 bit and 64 bit).  Other On Demand videos will run fine, but when I try to watch Discovery's Gold Rush Alaska, it will not get past the "Starting Playback".  Waited for almost 1/2 hour.  Other videos will start in a few seconds.

Official Employee

Re: Videos from Discovery (Specifically Gold Rush: Alaska) not starting


brad92960 wrote:

I have installed the Microsoft Silverlight 5, running Internet Explorer 9 (both 32 bit and 64 bit).  Other On Demand videos will run fine, but when I try to watch Discovery's Gold Rush Alaska, it will not get past the "Starting Playback".  Waited for almost 1/2 hour.  Other videos will start in a few seconds.


It looks like you are using IE8 on Windows XP. IE9 is not compatibile with Windows XP. 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 look into this for you.

 

What other videos (if any) are working for you?

 

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


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Frequent Visitor

Re: Videos from Discovery (Specifically Gold Rush: Alaska) not starting

I am NOT using IE8 or XP at HOME where I'm having the problem.  At HOME I AM using Windows 7 with IE9.  At WORK, with IE8 and XP, the videos work fine.

 

I will try the link when I get home. 

 

 


 

 

ComcastJoe wrote:

It looks like you are using IE8 on Windows XP. IE9 is not compatibile with Windows XP. 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 look into this for you.

 

What other videos (if any) are working for you?

 

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


 

Frequent Visitor

Re: Videos from Discovery (Specifically Gold Rush: Alaska) not starting

Here is the requested information

My Device Information

My Zip Code: Unknown

 My Cable Provider: Unknown

My myDVR Manager Status: Unknown

My Set Top Box Names: Unknown

My Queue setup: False

Facebook Queue Syncing: false

Facebook Connect:

My public IP address: 76.26.139.123

My operating system: Windows - Windows NT 6.1

My web browser: Explorer 9 - Mozilla/5.0 (compatible; MSIE 9.0; Windows NT 6.1; WOW64; Trident/5.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; InfoPath.3; .NET4.0C; AskTbARS/5.8.0.12304)

My system type: Desktop computer or other device

My Move player version: Not Installed

My Silverlight version: 5.0.61118.0

My flash version: 11.1 r102

Javascript: enabled

Cookies: enabled

Official Employee

Re: Videos from Discovery (Specifically Gold Rush: Alaska) not starting


brad92960 wrote:

Here is the requested information

My Device Information

My Zip Code: Unknown

 My Cable Provider: Unknown

My myDVR Manager Status: Unknown

My Set Top Box Names: Unknown

My Queue setup: False

Facebook Queue Syncing: false

Facebook Connect:

My public IP address: 76.26.139.123

My operating system: Windows - Windows NT 6.1

My web browser: Explorer 9 - Mozilla/5.0 (compatible; MSIE 9.0; Windows NT 6.1; WOW64; Trident/5.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; InfoPath.3; .NET4.0C; AskTbARS/5.8.0.12304)

My system type: Desktop computer or other device

My Move player version: Not Installed

My Silverlight version: 5.0.61118.0

My flash version: 11.1 r102

Javascript: enabled

Cookies: enabled


Try using Firefox 8.0 or Safari 5.1 web browsers and see if videos work using them.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: Videos from Discovery (Specifically Gold Rush: Alaska) not starting

I loaded Safari 5.1.2(7534.52.7)  When I try to load the video in Safari, I get

 

Xfinity Video Player Upgrade

Upgrade your Xfinity Player!

In order to watch On Demand Online videos with "HD-Like" picture quality, you need to install the new Xfinity Player

We're sorry, but for watching On Demand Online videos the following browsers are NOT officially supported at this time:

  • Windows XP: Safari 3/4
  • Windows Vista: IE 6, Safari 3/4
  • Windows 7: IE 6/7, Safari 3/4
  • Mac OS 10.4.11+: IE 6/7/8, Chrome 4

 

When I try to find a location to load the "new Xfinity Player" there are no links, downloads or anything else I can find.

Frequent Visitor

Re: Videos from Discovery (Specifically Gold Rush: Alaska) not starting

I installed FireFox 9 (couldn't get 8) and it behaves exactly the same as IE9.  says Starting Playback, but never starts the video.

Official Employee

Re: Videos from Discovery (Specifically Gold Rush: Alaska) not starting


brad92960 wrote:

I installed FireFox 9 (couldn't get 8) and it behaves exactly the same as IE9.  says Starting Playback, but never starts the video.


While using Safari 5.1, please go here to download Silverlight 5:

 

http://www.microsoft.com/getsilverlight/Get-Started/Install/Default.aspx

 

Let me know the results.

 

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


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Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
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We ask that you post publicly so people with similar questions may benefit.
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Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

Frequent Visitor

Re: Videos from Discovery (Specifically Gold Rush: Alaska) not starting

Tried uninstalling Silverlight and then reinstalling while running the Safari.  No difference. 

 

Also saw the note about the updates for IE9.  Still not working

Official Employee

Re: Videos from Discovery (Specifically Gold Rush: Alaska) not starting


brad92960 wrote:

Tried uninstalling Silverlight and then reinstalling while running the Safari.  No difference. 

 

Also saw the note about the updates for IE9.  Still not working


Do you have any anti-virus software installed? If so, make sure that you are letting xfinitytv.com pass through your firewall.

 

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


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
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Frequent Visitor

Re: Videos from Discovery (Specifically Gold Rush: Alaska) not starting

Yes, videos from XFINITY.COM are getting through the firewall.  As I stated in my original post, other videos will run.  I tried several other programs selected randomly last night, and they ran.  It appears to be specifically a problem with videos from the Discovery channel particularly Gold Rush: Alaska.  An yes, I am a subscriber.

Official Employee
Moved:

Re: Videos from Discovery (Specifically Gold Rush: Alaska) not starting

Frequent Visitor

Re: Videos from Discovery (Specifically Gold Rush: Alaska) not starting

I think I found a solution!  I went in and checked the security options for IE9.  I tried unchecking the "protected mode" box, and the videos from Discovery will start when not running in protected mode.  Rechecked "protected mode", and back to the same problem.

 

It would appear that IE9 believes the videos from some sources may not be secured, or are using "unsigned" activeX controls.

 

 

Never mind.  Went back and retried, and couldn't repeat.  Videos don't play in either mode now.  But for one brief period, they did.

 

Brad

Frequent Visitor

Re: Videos from Discovery (Specifically Gold Rush: Alaska) not starting

I've given up waiting for a fix.  I don't know if Microsoft has just screwed up IE9 or Comcast isn't compliant, but I've unloaded IE9 and gone back to IE8.  Works under IE8.

 

Brad

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