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Troubleshooting on Macs

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

Basic compatibility questions:

1. What version of OSX are you running?

  • I'm on 10.7 (Lion), 10.8 (Mountain Lion), or 10.9 (Maverick) - Great! You're running on one of our supported versions of OSX. Please go on to question 2
  • Another version of OSX - Unfortunately, the Widevine Media plugin is not supported on your version of OSX.

2. What browser are you using?

  • I'm using Chrome, Safari, or Firefox - 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 OSX.

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 (Chrome 39 and later) - 64-bit browsers are not supported. Please use a 32-bit browser (which will run just fine on OSX)

4. Do you have administrator access to your computer?

  • If NO, the Widevine plugin will only install and be available for the current logged in user.

Installer problems?

There are times when the installer is unable to install because the required internet plug-in directories are missing. This sometimes occurs during OSX upgrades where the browser plug-in directory is removed.

  1. Launch the terminal application
    • Via spotlight (press Command-), type "terminal" in the search box and hit <return>
    • Via LaunchPad, type "terminal" in the search box and hit <return>

      Screenshot of OSX launchpad

  2. In the terminal window, type in the following exactly (this is case sensitive)

    mkdir -p ~/Library/"Internet Plug-Ins"
     
  3. This will create the required user directory for internet plugins on your system.
  4. Rerun the Widevine Media Optimizer.app installer

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 Chrome plugin disabled

  5. Check the box that says "always allowed"

    Screenshot of Chrome plugin enabled

  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:

Apple Safari

  1. Make sure the Widevine plugin has permission to be activated
  2. Go to the Safari preferences
  3. Click on "Security"

    Screenshot of Safari security dialog

  4. Make sure "Allow Plug-ins" is checked.
  5. Now click on the "Manage Website Settings…" button

    Screenshot of Safari security dialog

  6. Select Widevine Media Optimizer on the left panel
  7. If there are any websites listed, change the settings to "Allow"
  8. At the bottom, change the setting for "When visiting other websites" to "Allow Always".
  9. Click Done
  10. Quit Safari and restart
  11. Try playing back video at http://www.widevine.com/demo/demo.html

Mozilla Firefox

  1. Click on 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: