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Troubleshooting on Windows

This article is aimed at helping you diagnose and troubleshoot common installation and playback issues on Windows. If you're on a Mac, please refer to the Mac troubleshooting article.

Basic compatibility questions:

1. What version of Windows are you running?

  • I'm on Windows 7, 8 or 8.1 - Great! You're running on one of our supported versions of Windows. Please go on to question 2
  • Another version of Windows - Unfortunately, the Widevine Media plugin is not supported on your version of Windows.

2. What browser are you using?

  • I'm using Internet Explorer, Firefox, or Chrome - Great! You're using one of our supported browsers. Please go on to question 3
  • I'm using another browser - Unfortunately, the Widevine Media plugin is not supported on your particular browser. Please use one of the supported browsers on Windows.

3. Are you running a 64-bit browser?

  • NO, I'm using a 32-bit version of my browser - Great! Our plugin is only supported on 32-bit browsers. Go on to question 4
  • YES, I'm running a 64-bit browser - 64-bit browsers are not supported. Please use a 32-bit browser (which will run just fine on 64-bit Windows)

4. Do you have administrator access to your computer?

  • Only IE and Firefox will allow installation of the plugin. Chrome requires administrator access.

I have it installed, but I still don't get playback or it doesn't detect my plugin!

The majority of playback or plugin installation issues usually stem from the security settings of your browser. Enabling the right security settings to allow the Widevine Media Optimizer plugin to be enabled will usually solve your problems.

Please go to your specific browser below for steps on checking and changing these security settings:

Google Chrome

  1. In the URL box, type in: chrome://plugins

    Screenshot of Chrome plugin URL

  2. Look for "Widevine Media Optimizer" (not the "Widevine Content Decryption Module")
  3. If you can't find it, then it's not installed. Please re-install the plugin
  4. If it's grayed out, click "enable"

    Screenshot of disabled Chrome plugin

  5. Check the box that says "always allowed"

    Screenshot of enabled chrome plugin

  6. Try playing back video at http://www.widevine.com/demo/demo.html
  7. If you are still having issues, try uninstalling using the instructions below and the reinstalling the plugin:

Microsoft Internet Explorer

  1. If you are using Windows 8 or 8.1, make sure you use the desktop browser. Modern (or Metro UI) Internet Explorer does not support plugins of any type.
    • Open Start and tap or click on the desktop tile
    • Click on the Internet Explorer icon on the bottom to start the desktop Internet Explorer
  2. Check to ensure the plugin is installed
    • Go to your Windows control panel and search for "Programs and Features"
    • Look for "Widevine Media Optimizer IE 6.0.0"
    • If it's missing, then please follow the instructions for installing the plugin
  3. Disable ActiveX filtering for the website that uses the Widevine Media Optimizer plugin
    • Go to the URL box and look for the circle icon on the right side of the box

    • If it's blue, click on the icon and turn off ActiveX filtering

      Screenshot of IE ActiveX filtering dialog

    • If it's gray, then ActiveX filtering is already disabled
  4. Try playing back video at http://www.widevine.com/demo/demo.html
  5. Try shutting down all running copies of Internet Explorer and restarting
    • Press <Windows>-R to bring up the Run window
    • Type in the following and click <OK>

      taskkill /im iexplore.exe
       
    • Start Internet Explorer and try viewing the video
  6. If you are still having issues, try uninstalling using the instructions below and the reinstalling the plugin:

Mozilla Firefox

  1. Click on Menu button (or Tools Menu)
  2. Choose Add-ons
  3. Select "Plugins" or "Extensions" on the left
  4. Widevine Media Optimizer should be listed.
  5. Make sure the plugin is not disabled and select "Always Activate"

    Screenshot of Firefox plugins window

  6. For your website, on the URL box (where you type in the web URL), there will be a small icon as shown below

    Screenshot of Firefox plugin icon

  7. Click on the icon and make sure Widevine Media Optimizer is set to "Allow and Remember" for this website

    Screenshot of plugin security dialog

  8. Try playing back video at http://www.widevine.com/demo/demo.html
  9. If you are still having issues, try uninstalling using the instructions below and the reinstalling the plugin: