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error 6013

Frequent Visitor

error 6013

Hello,

All of a sudden I get error 6013 when I try to watch a movie.  It has not happened before on this computer in the family room.  I know I have silverlight installed correctly as it worked in the past.

I am able to stream movies from the 2nd household computer in the basement.

Please help.

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Official Employee

Re: error 6013


clin wrote:

Hello,

All of a sudden I get error 6013 when I try to watch a movie.  It has not happened before on this computer in the family room.  I know I have silverlight installed correctly as it worked in the past.

I am able to stream movies from the 2nd household computer in the basement.

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: error 6013

Hello,

It's actually any movie I try to view.  But the 2nd computer in the basement is fine watching any movies as before.

 

My Zip Code:03054My Cable Provider:Comcast Merrimack CableCardMy myDVR Manager Status:My Set Top Box Names:My Queue setup:FalseFacebook Queue Syncing:falseFacebook Connect:My public IP address:75.69.186.127My operating system:Windows - Windows NT 6.0My web browser:Explorer 9 - Mozilla/5.0 (compatible; MSIE 9.0; Windows NT 6.0; Trident/5.0; SLCC1; .NET CLR 2.0.50727; Media Center PC 5.0; .NET CLR 3.5.30729; .NET CLR 3.0.30729; .NET4.0C; Tablet PC 2.0; .NET4.0E)My system typeesktop computer or other deviceMy Move player version:Not InstalledMy Silverlight version:5.1.10411.0My flash version:11.2 r202Javascript:enabled

Cookies:enabled

 

 

Official Employee

Re: error 6013


clin wrote:

Hello,

It's actually any movie I try to view.  But the 2nd computer in the basement is fine watching any movies as before.

 

My Zip Code:03054My Cable Provider:Comcast Merrimack CableCardMy myDVR Manager Status:My Set Top Box Names:My Queue setup:FalseFacebook Queue Syncing:falseFacebook Connect:My public IP address:75.69.186.127My operating system:Windows - Windows NT 6.0My web browser:Explorer 9 - Mozilla/5.0 (compatible; MSIE 9.0; Windows NT 6.0; Trident/5.0; SLCC1; .NET CLR 2.0.50727; Media Center PC 5.0; .NET CLR 3.5.30729; .NET CLR 3.0.30729; .NET4.0C; Tablet PC 2.0; .NET4.0E)My system typeesktop computer or other deviceMy Move player version:Not InstalledMy Silverlight version:5.1.10411.0My flash version:11.2 r202Javascript:enabled

Cookies:enabled

 

 


Search for a file named mspr.hds and rename it to mspr.hds.old (might be under C:\ProgramData\Microsoft\PlayReady)

 

Now try playing a video again and let me know if it works.

 

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




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Frequent Visitor

Re: error 6013

Hello,

I don't think I have playready installed.  I noticed the "My computer info" I pasted in the thread shows that it is not installed.  I also did a computer search for file "mspr.hds" and it did not show up.  I looked for "C:\ProgramData\Microsoft\PlayReady" and this does not exist on my computer.

I also noticed now that when I try to view a movie, it'll play for 1 second than jumps to the error 6013 page.

 

Cheng

Official Employee

Re: error 6013


clin wrote:

Hello,

I don't think I have playready installed.  I noticed the "My computer info" I pasted in the thread shows that it is not installed.  I also did a computer search for file "mspr.hds" and it did not show up.  I looked for "C:\ProgramData\Microsoft\PlayReady" and this does not exist on my computer.

I also noticed now that when I try to view a movie, it'll play for 1 second than jumps to the error 6013 page.

 

Cheng


Try completely uninstalling Silverlight then try installing it again. Go here for step-by-step instructions:

 

http://customer.comcast.com/help-and-support/internet/troubleshoot-xfinity-tv-videos/#er

 

Let me know the results.

 

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




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Frequent Visitor

Re: error 6013

Hello,

I did that before contacting you and it did not work. 

I just did it again since you asked.  Still not working.

I'm still getting error 6013.

 

Official Employee

Re: error 6013


clin wrote:

Hello,

I did that before contacting you and it did not work. 

I just did it again since you asked.  Still not working.

I'm still getting error 6013.

 


Have you recently installed any new software on your computer?

 

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




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Frequent Visitor

Re: error 6013

Hello,

No.

I know that yesterday Microsoft did an automatic update.  I don't think I can undo that.

Official Employee

Re: error 6013


clin wrote:

Hello,

No.

I know that yesterday Microsoft did an automatic update.  I don't think I can undo that.


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: error 6013

Hello,

I've tried Safari and Chrome.  Neither works.

The computer that does work in the basement has IE8.  I think Xfinity only works on older browsers.

This is not good.

Official Employee

Re: error 6013


clin wrote:

Hello,

I've tried Safari and Chrome.  Neither works.

The computer that does work in the basement has IE8.  I think Xfinity only works on older browsers.

This is not good.


Try deleting Silverlight 5 again and then download Silverlight 4 from here and try a video again.

 

Let me know the results.

 

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




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Frequent Visitor

Re: error 6013

Hello,

I tried silverlight 4.0 and still does not work.

 

Official Employee

Re: error 6013


clin wrote:

Hello,

I tried silverlight 4.0 and still does not work.

 


Go to Control Panel > Programs and Features > Turn windows features on and off and then turn off Windows Media Center and Media Player and then try playing videos again.

 

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




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Frequent Visitor

Re: error 6013

Hello,

Nothing you've suggested has worked.  Am I the only one having this problem?

 

Regular Visitor

error 6013 - video won't play

What is error 6013?

Official Employee

Re: error 6013


clin wrote:

Hello,

Nothing you've suggested has worked.  Am I the only one having this problem?

 


Go here and download Internet Explorer 8 and see if it works:

 

http://windows.microsoft.com/en-US/internet-explorer/downloads/ie

 

Let me know the results.

 

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




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Frequent Visitor

Re: error 6013

It doesn't work with IE9 on IE8.  Are you guys fixing this?

Frequent Visitor

Re: error 6013

I am now able to watch HULU programs like "Dancing with the Stars" on Xfinity.  But still can NOT watch movies.  I get a DRM support error 6013.  I've checked and my Silverlight is installed correctly with the DRM support enabled.  It seems I can watch HULU programs but non from Comcast on XFINITY..

 

Official Employee

Re: error 6013


clin wrote:

I am now able to watch HULU programs like "Dancing with the Stars" on Xfinity.  But still can NOT watch movies.  I get a DRM support error 6013.  I've checked and my Silverlight is installed correctly with the DRM support enabled.  It seems I can watch HULU programs but non from Comcast on XFINITY..

 


Try downloading PlayReady software from here and then try again:

 

http://www.microsoft.com/en-us/download/details.aspx?id=21772

 

Let me know the results.

 

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




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Frequent Visitor

Re: error 6013

No good.  Downloaded Readyplay as you suggested.  Still can play Hulu shows on Xfinity but not movies on Xfinity.

Official Employee

Re: error 6013


clin wrote:

No good.  Downloaded Readyplay as you suggested.  Still can play Hulu shows on Xfinity but not movies on Xfinity.


Please completely uninstall Silverlight from your computer....again.

 

Now, try using Silverlight 3 (As soon as you click this, it will begin to download). Version 3 has less PlayReady restrictions which I still think is blocking you from playing videos. 

 

Let me know the results.

 

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




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Frequent Visitor

Re: error 6013

I unstalled Silverlight 2.0 and installed Silverlight 3.0 as you asked.

Went to Xfinity to stream movie and it says I have to install Silverlight. 

But it installed the same version of Silverlight as before.  So now I have 2.0 and 3.0 both on my system and still not able to watch any movies on Xfinity except the ones with the Hulu logo.

Why the Hulu allow streaming on Xfinity and Comcast doesn't on it's own site???????!!!!!!!!!

Official Employee

Re: error 6013


clin wrote:

I unstalled Silverlight 2.0 and installed Silverlight 3.0 as you asked.

Went to Xfinity to stream movie and it says I have to install Silverlight. 

But it installed the same version of Silverlight as before.  So now I have 2.0 and 3.0 both on my system and still not able to watch any movies on Xfinity except the ones with the Hulu logo.

Why the Hulu allow streaming on Xfinity and Comcast doesn't on it's own site???????!!!!!!!!!


When you uninstall Silverlight from your computer you must completely remove it and all of its files from your computer before you install a new or different version.

 

If you have to, search your computer for any files or folders that say Silverlight after you have uninstalled it to make sure it is completely gone. If old files are still around, it will conflict with the re-install.

 

Some of our content requires Silverlight and others require Flash. You are having no issues playing Flash so this seems like a Silverlight only issue.

 

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




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Regular Visitor

Re: error 6013

I have two computers both running Win7 64-bit.  One computer has MS Silverlight 4 and videos work fine.  This computer had MS Silverlight 5 and the DRM error message would appear so this is what I did.

 

Uninstall MS Silverlight 5 and reinstall MS Silverlight 4 (last version was 4.0.60531.0).  You'll have to search the net for it but you'll find it.  Then rename the file mspr.hds to mspr.hds.old (C:/ProgramData/Microsoft/PlayReady) and it should work.  I just did it and now I'm watching Modern Family and Pawn Stars, whereas I couldn't watch anything for the past week or two.  You might even want to try keeping MS Silverlight 5 and just rename the file above and see if that works, but if it doesn't then reinstall MS Silverlight 4 as I said above.

 

I'm pretty sure it has more to do with mspr.hds but since my other computer had MS Silverlight 4 and the videos worked, I just went with that from the beginning...

Frequent Visitor

Re: error 6013

I GIVE UP!

Regular Visitor

Re: error 6013

Did you do what I said above?  I just bought a new HP laptop and I'm able to watch XfinityTV programs with no problems out of the box.  I checked and it has MS Silverlight 4, so I have all 3 computers running Win7 64-bit with MS Silverlight 4.  Make sure you delete/rename the file and then reboot after you uninstall MS Silverlight 5 and then install MS Silverlight 4 after reboot.  Hope this works...  If it doesn't then I would give up too.

New Poster

silverlight

I keep getting error 6013 when using Google Chrome, Firefox, or IE. I have removed the silverlight program, and reinstalled it several times. And I have enabled DRM support. IT IS NOT WORKING!!!!!

Frequent Visitor

Re: silverlight

I've been on this board for weeks trying to get this resolved but nothing is working.  I have to use an older computer with Windows XP and IE8 to watch movies on Xfinity.

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