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Windows 7 - silverlight crash

Frequent Visitor

Windows 7 - silverlight crash

This happened about a year ago, and the problem has come up again.  Watching Xfinity online I get a crash on the silverlight only when watching PREMIUM channels.  I can watch anything from the major public networks, but when watching Showtime, Cinemax, or HBO I get a silverlight crash only when the show begins.  The intro and the commercial/ads work fine.  Weird it is only premium channels.  But again, this problem happened approx year ago, we worked it out on the forums, and has worked since.  Did all the uninstall/reinstall of the silverlight that can be done, problem still there.  Thanks so much for a speedy fix.  

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Frequent Visitor

Re: Windows 7 - silverlight crash

Sorry but once again it is back and I cannot get the error to go away.  On Chrome or on IE, Windows 7   still cannot watch premium tv online, and yes I have a subscription to those channels.

Frequent Visitor

Re: Windows 7 - silverlight crash

My Device Information My Zip Code: 32258 My Cable Provider: Recommended by Comcast Use Dac: 1 My Conroller ID: 133 My Map ID: 104 My Persona ID: 8327 My myDVR Manager Status: activated My Set Top Box Names: DVR 1 My Queue setup: true Facebook Queue Syncing: false Facebook Connect: false My public IP address: 98.231.111.79 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; MALN; .NET4.0C) My system type: Desktop computer or other device My Move player version: Unknown My Silverlight version: 5.1.10516.0 My flash version: 11.6 r602 Javascript: enabled Cookies: Unknown Time Information My Clock Time: Unknown Server Clock Time: Unknown

My Account Information Primary Account: true Provider Codes: s, cy, bq, ce, cd, cf, g, ak, aw, ar, dc, cg, cq, da, cu, au, bv, b, cz, u, cr, c, br, cx, bt, h, ad, bw, d, al, bh, ci, a, y, bx, bb, bc, cp, bu, by, cn, ax, bs, at, ct, cb, ch, cs, e, aj, cv, bz, db, bm, co, bl, bk, bp, cw, cj, bo, j, cc, f, m, bn Internet Subscriber: true Cable TV Subscriber: true Voice Subscriber: true
Frequent Visitor

Re: Windows 7 - silverlight crash

Problem signature:

  Problem Event Name: APPCRASH

  Application Name: iexplore.exe

  Application Version: 9.0.8112.16464

  Application Timestamp: 50ec971b

  Fault Module Name: coreclr.dll

  Fault Module Version: 5.1.10516.0

  Fault Module Timestamp: 4fb318ee

  Exception Code: 8013150a

  Exception Offset: 000475eb

  OS Version: 6.1.7601.2.1.0.768.3

  Locale ID: 1033

  Additional Information 1: 564c

  Additional Information 2: 564c95d56fdb4c10449a61f829f07ce3

  Additional Information 3: 86e2

  Additional Information 4: 86e2536e7298be5d694f70d67f8e986e

Read our privacy statement online:

 

http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409

If the online privacy statement is not available, please read our privacy statement offline:

 

C:\windows\system32\en-US\erofflps.txt

 

Official Employee

Re: Windows 7 - silverlight crash


debihjax wrote:

My Device Information My Zip Code: 32258 My Cable Provider: Recommended by Comcast Use Dac: 1 My Conroller ID: 133 My Map ID: 104 My Persona ID: 8327 My myDVR Manager Status: activated My Set Top Box Names: DVR 1 My Queue setup: true Facebook Queue Syncing: false Facebook Connect: false My public IP address: 98.231.111.79 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; MALN; .NET4.0C) My system type: Desktop computer or other device My Move player version: Unknown My Silverlight version: 5.1.10516.0 My flash version: 11.6 r602 Javascript: enabled Cookies: Unknown Time Information My Clock Time: Unknown Server Clock Time: Unknown

My Account Information Primary Account: true Provider Codes: s, cy, bq, ce, cd, cf, g, ak, aw, ar, dc, cg, cq, da, cu, au, bv, b, cz, u, cr, c, br, cx, bt, h, ad, bw, d, al, bh, ci, a, y, bx, bb, bc, cp, bu, by, cn, ax, bs, at, ct, cb, ch, cs, e, aj, cv, bz, db, bm, co, bl, bk, bp, cw, cj, bo, j, cc, f, m, bn Internet Subscriber: true Cable TV Subscriber: true Voice Subscriber: true

What message appears when it crashes?

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support


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Frequent Visitor

Re: Windows 7 - silverlight crash

Google Chrome has stopped working, when I click viewproblem details, I get the message above - and recopied here - 

Problem signature:
Problem Event Name: APPCRASH
Application Name: chrome.exe
Application Version: 24.0.1312.57
Application Timestamp: 510326ea
Fault Module Name: coreclr.dll
Fault Module Version: 5.1.10516.0
Fault Module Timestamp: 4fb318ee
Exception Code: 8013150a
Exception Offset: 000475eb
OS Version: 6.1.7601.2.1.0.768.3
Locale ID: 1033
Additional Information 1: 564c
Additional Information 2: 564c95d56fdb4c10449a61f829f07ce3
Additional Information 3: 86e2
Additional Information 4: 86e2536e7298be5d694f70d67f8e986e

Frequent Visitor

Re: Windows 7 - silverlight crash

same on IE too 

Official Employee

Re: Windows 7 - silverlight crash


debihjax wrote:

same on IE too 


So the whole browser is crashing, not just the video.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support


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Frequent Visitor

Re: Windows 7 - silverlight crash

Sort of, I can still click back to browsing link at the bottom, but the message displays, the video does not start and has the "puzzle" piece with a sad face in it.  But I can still click back to browsing, and choose another show or movie as long as it isn't a premium channel. I dont' have to restart the browser. 

 

Frequent Visitor

Re: Windows 7 - silverlight crash

I just started a Starz Movie, and it worked great. But I cannot watch Game of Thrones, SHameless or House of Lies. I did watch Last Resort and Survivor earlier today. 

Official Employee

Re: Windows 7 - silverlight crash


debihjax wrote:

I just started a Starz Movie, and it worked great. But I cannot watch Game of Thrones, SHameless or House of Lies. I did watch Last Resort and Survivor earlier today. 


Do you have the most up to date Service Pack installed for Windows 7? If not, please update here:

 

http://windows.microsoft.com/en-US/windows/service-packs-download#sptabs=win7

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support


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Re: Windows 7 - silverlight crash

I have automatic windows updates.  But I also went to Windows update, said no updates available. Should I go ahead and click the link to install SP1?  I think I have it

Frequent Visitor

Re: Windows 7 - silverlight crash

Just checked, I do have SP1 under computer properties

 

Official Employee

Re: Windows 7 - silverlight crash


debihjax wrote:

Just checked, I do have SP1 under computer properties

 


I think there is something on your computer that is preventing Silverlight from playing. Do you have any anti-virus or ad-blocking software installed?

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support


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Re: Windows 7 - silverlight crash

Only the comcast Norton package, includes constant guard.  Watching HBO True Blood right now, but for some reason I cannot watch Game of Thrones, both from HBO. Game of Thrones always crashes as soon as it starts.  The ads and promo's run fine before it starts, but as soon as it starts the crash pop up comes up, and all I hit is "back to browsing" and try something else

Official Employee

Re: Windows 7 - silverlight crash


debihjax wrote:

Only the comcast Norton package, includes constant guard.  Watching HBO True Blood right now, but for some reason I cannot watch Game of Thrones, both from HBO. Game of Thrones always crashes as soon as it starts.  The ads and promo's run fine before it starts, but as soon as it starts the crash pop up comes up, and all I hit is "back to browsing" and try something else


Can you send me a link of a video that works and a video that does not work so I can further look into this.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support


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Official Employee

Re: Windows 7 - silverlight crash


debihjax wrote:

http://xfinitytv.comcast.net/watch/Game-of-Thrones/8664416244536328112/2241052085/Game-of-Thrones-20...


Try disabling any anti-virus software and then try watching the video again.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support


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Frequent Visitor

Re: Windows 7 - silverlight crash

Turning off the Nortons virus protector and firewall supplied to me by Comcast works.  Hopefully someday I can have both on for the certain shows, but it does work.   Thank you 

Official Employee

Re: Windows 7 - silverlight crash


debihjax wrote:

Turning off the Nortons virus protector and firewall supplied to me by Comcast works.  Hopefully someday I can have both on for the certain shows, but it does work.   Thank you 


There is something that is on in Norton that is blocking these videos from playing. Turn Norton back on but make sure that xfinitytv.com and xfinity.com are allowed to pass through your anti-virus software. You can also try loosing your anti-virus software so you will still have protection.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support


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