Adobe Community: Flash Player Freezing

Saved_n_kept Calculating status...

Currently Being Moderated

Flash Player Freezing

May 16, 2011 7:04 AM

As a pensioner I do not know too much about computers, so I wonder if someone could help me? I am using Windows 7 Home Premium 32 bit and the web browser is Firefox version 4.0.1 Adobe Flash Player is version 10,3,181,14. When playing a live video stream from one particular site, the picture freezes after exactly ten minutes and then goes to a black screen with a "play" button. Clicking on this immediately restores the video for a further ten minutes and then the same thing happens. This problem first appeared about a month ago. I also simultaneously record the video and have noted that the recording is not affected. The player has this problem even when the recorder is not operating. The problem also happens if I use Internet Explorer. Two different technicians have checked the computer and can find no fault. Website informs me that they have no problems. Any ideas? Thanks.

2498 Views 24 Replies Latest reply: eidnolb, Jun 4, 2011 10:57 AM

Replies

Currently Being Moderated

1. eidnolb,

May 16, 2011 2:35 PM in reply to Saved_n_kept

Report

Hi, Could you try to turn off the hardware acceleration and see if that helps?

go to this site: http://www.adobe.com/software/flash/about/. Right click on the Flash logo, Settings,
then UNcheck the hardware acceleration in Display Settings.

Thanks,

eidnolb

|
Mark as:
Currently Being Moderated

2. Saved_n_kept,

May 16, 2011 5:13 PM in reply to eidnolb

Report

Hi,

As the website only streams programmes on certain days I will certainly try that at the first opportunity. Many thanks for your help.

|
Mark as:
Currently Being Moderated

3. eidnolb,

May 16, 2011 5:57 PM in reply to Saved_n_kept

Report

Hi again, ok that is fine. Just reply back when you can. That may help, but if not, let me know. Hopefully it's something simple, perhaps an addon etc. Just don't do anything drastic trying to "fix" it until we know what the problem is

Thanks,

eidnolb

|
Mark as:
Currently Being Moderated

4. Saved_n_kept,

May 18, 2011 5:18 PM in reply to eidnolb

Report

Hello again Eidnolb,

The broadcaster that I particularly wanted is not active until the weekend. However I have tried other broadcasters on the same website and the problem seems to be resolved! At least they now play way beyond the previous 10 minute cut off point so I am hoping that it will continue ok. I really am most grateful to you for your help as no one seemed to know what was causing the problem. Very many thanks indeed

Yours,

Brian.

|
Mark as:
Currently Being Moderated

5. eidnolb,

May 18, 2011 5:52 PM in reply to Saved_n_kept

Report

Hi Brian, Glad you tried the website even tho it's not the program you were having a problem with. I have one that I listen to (just audio) and it buffers(hesitates) but I just leave it alone and it recovers itself and plays ok. I try not to have any other window open and that seems to help too.

Hopefully that will continue to work for you, but if not, you can always post a message on this same thread. It doesn't close.

Computers are getting more complicated and it makes it difficult for people that don't deal with all of the various problems every day like we do here.

Thanks for marking your thread as answered as well.

I appreciate your screen name also:-)

Regards,

eidnolb

|
Mark as:
Currently Being Moderated

6. Saved_n_kept,

May 19, 2011 7:24 AM in reply to eidnolb

Report

Hi Eidnolb,

Thanks for the hint about closing other windows when using the player. I will remember that.

"I appreciate your screen name also:-)" Thanks It is a testimony to the grace of God in my life rather than any computer related activity!

Yours,

Brian.

|
Mark as:
Currently Being Moderated

7. MaestroWS,

May 19, 2011 7:34 AM in reply to Saved_n_kept

Report

Yep, gooooood solution, not work, turn off. For example hardware acceleration, not help, turn off player (uninstall). Not help, turn off IE, not help -> burn PC . Thx to all who make for us pc, hardware and software .

|
Mark as:
Currently Being Moderated

8. Saved_n_kept,

Jun 2, 2011 4:31 PM in reply to eidnolb

Report

Hi again,

The original problem seems to have been resolved by turning off the hardware acceleration and I am now able to use the player. However after an extended period of use on my original site, or after a few minutes use on any of the big sites like MSN, I seem to lose the connection. When I run the British Telecom troubleshooter, it eventually stops at "Checking Network Interface" and then asks me to re-start my computer. This restores the broadband connection. Grateful for any suggestions! Many thanks. Brian.

|
Mark as:
Currently Being Moderated

9. eidnolb,

Jun 2, 2011 7:05 PM in reply to Saved_n_kept

Report

Hello Brian, If after running that British Telecom troubleshooter and restarting your computer, the broadband connection is restored, sounds like an ISP issue. Are you losing your internet connection first, and then you run the troubleshooter?

I've lost my internet connection before and usually the webpage will say cannot open the website or show the Diagnose
Connection Problem. This comes from the Tools menu and I run it. Not the easiest info to read, but gives some info. Then when I call my Internet Service Provider (ISP) I have that to give them.

Maybe the troubleshooter you are using is something like that. What you could do is when that happens again, click on Tools and run the Diagnostic Tool. Maybe that info would be helpful to give to your ISP. I'm able to call them by telephone.

Do you use a Router or just connect with the modem? If you only have one computer, you wouldn't need a Router. There are a couple of things you can try.

If it's a Broadband connection problem, then they should be able to solve it.

Let me know,

Thanks,

eidnolb

|
Mark as:
Currently Being Moderated

10. Saved_n_kept,

Jun 3, 2011 5:32 AM in reply to eidnolb

Report

Hello again eidnolb,

Thanks for your reply and sorry to bother you yet again. Yes I lose the connection and then run the troubleshooter. It is a programme that British Telecom put on your computer when you sign up with them. I only have a modem and the strange thing is that this still shows an "active" broadband connection light. Also when I run through the troubleshooter, it also seems to indicate that the broadband connection is ok. The thing is I only ever seem to lose the connection when viewing a video in the flash player, and re-starting the computer solves the problem until I play a video again! Don't know if that makes any sense but thanks for your patience!

Regards,

Brian.

ps. I should have added that when I lose the connection I get no warning message. The only way I can tell that the connection is lost is that the video is trying to continue loading, and cannot! Then when I try to go to another site nothing happens and I realise that the connection is lost.

|
Mark as:
Currently Being Moderated

11. eidnolb,

Jun 3, 2011 10:23 AM in reply to Saved_n_kept

Report

Hi, It's no bother since you are still having problems. Thanks for the add'l info. I have a few questions if you don't mind.

1. Do you have Flash Player Installed in Internet Explorer?
2. What version of Internet Explorer do you use? If you don't know, click on Help at the top of the menu bar and click on About Internet Explorer. There you will find the version of IE.

Do you know how to find your Flash files? Go to C:\Windows\System32\Macromed\Flash Right click on the Flash folder and let me know what files are listed there. I don't need you to open any, I just need to know what is listed. For example, one would be FlashUtil10q_Plugin.exe and etc. The NPSWF32.dll file, you will need to right click on and then click on Properties in order to obtain the version number. These are the Flash files for Firefox.

If you have Flash Player Installed in Internet Explorer then you will have Flash files listed for that browser also. For example, one would be Flash10q.ocx, etc.

Next, using Firefox, go to the plugins and let me know if you have the Shockwave Flash Plugin Enabled and what version is listed.

If you have Flash Player Installed in Internet Explorer, then go to Tools, Manage addons under "Show"(very light text) and look in those categories for Shockwave Flash Object. Let me know if it's Enabled and what version is listed.

All of this info will let me know if Flash Player is Installed correctly. Then we can proceed from there.

Thanks,

eidnolb

|
Mark as:
Currently Being Moderated

12. Saved_n_kept,

Jun 3, 2011 11:15 AM in reply to eidnolb

Report

Thanks for your help eidnolb,

Yes I assume I have flash installed in IE as I can play video clips there. I have IE8 version 8.0.7600.16385.

Flash files are, Flash10p.ocx
                      FlashInstall.log
                      FlashUtil10p_ActiveX.dll
                      FlashUtil10p_ActiveX.exe
                      FlashUtil10q_Plugin.exe
                      NPSWF32.dll   (When I right click there are no "Properties" just Open, Bookmark, Save ,Copy etc)
                      flashplayer.xpt

Shockwave Flash 10.3.181.14 is Enabled.

In Internet Explorer couldn't see anything under "Currently loaded add-ons" so went to "All add-ons" and found Shockwave Flash Object 10.3.181.5 Enabled.

Hope this is what you asked for and thanks for the step by step instructions! I'd have been LOST without them.

Thanks,

Brian.

|
Mark as:
Currently Being Moderated

13. eidnolb,

Jun 3, 2011 12:23 PM in reply to Saved_n_kept

Report

Hi, Thanks for the info. Yes, that is exactly what I needed Now, you happen to have two different versions of Flash Player Installed. That was probably due to the Uninstall/Install. So what needs to be done is a complete Uninstall of both of those for IE and FF and then Install just one correct version.

On the NPSWF32.dll file, when you right click on that a window should have opened. At the bottom should have been the word Properties. Then when clicking on that another window would have opened and at the top you should have seen Version. This is just information for you in case that info is needed again. It doesn't matter now, since we are going to Uninstall all anyway.

I'm going to get the procedure ready for you and this will be a manual Uninstall/Install which works well. There are a couple of things you will be doing and one is you will disable any instant messenger service(s) from the system tray(area near the clock) Also you will disable your Anti-Virus Program.

So I will need to know what Anti-Virus Program you use, so we'll be sure to disable it correctly.

Also you said you record sometimes; is there an icon in the system tray for that? If so we'll disable that also. The point is that we don't want anything there that uses Flash Player running.

Let me know on that please.

Thanks,

eidnolb

|
Mark as:
Currently Being Moderated

14. Saved_n_kept,

Jun 3, 2011 2:16 PM in reply to eidnolb

Report

Hi again,

Yea I reckon the technicians that went over the computer originally both installed versions of flash as the second one said he couldn't see an update or something! Haha, oh well ! so much for technicians!

I record, but the programme has to be opened each time. All the shortcuts for messenger services are on the desktop, nothing on the taskbar and I'm not signed in anywhere. The only icon is for the security which is McAfee. However there is also above the taskbar an icon for McAfee Site Advisor and Secure Search. Also Adblock Plus is enabled.

Cheers,

Brian.

ps. Yes on the NP SWF32.dll file a window did open but no "Properties" were on the list.

|
Mark as:
Currently Being Moderated

15. eidnolb,

Jun 3, 2011 3:37 PM in reply to Saved_n_kept

Report

Hi, maybe the Technician didn't know where the Flash files were Now you know more that he did, LOL

Ok on the recorder. We'll disable McAfee and Adblock Plus. I'll give you the info now on the disabling of McAfee, but don't do that until you see in the Steps I'll provide. I'll just say Disable McAfee and you'll know what to do. Same thing with Adblock Plus. Now you won't be on the Internet so there won't be any problem in Disabling McAfee in case you wondered about that.
You'll see in the steps.

I just want you to review this now, so if you have any questions about it before you need to do that, you can ask.

Double-click the taskbar icon to open Security Center
Click Advanced Menu (bottom left)
Click Configure (left)
Click Computer & Files (top left)
You can disable VirusScan in the riught-hand module and tell it for how long
Click Internet & Network (top left)
You can do the same with Firewall there

Now, I'm going to have you SAVE the Uninstaller to your Desktop and also the FP Installer for IE and the FP Installer for FF. You won't do anything with them yet, other that put them on your Desktop. We want to be sure everything is ready beforehand.
If you have any problem doing this, let me know. I'd rather it all be done correctly the first time:-) Not that you wouldn't, but if you haven't Uninstalled & Installed Flash Player this way, it may be a different procedure.

Download and SAVE to your Desktop the Uninstaller:
http://kb2.adobe.com/cps/141/tn_14157.html
Download and SAVE to your Desktop the Installer for IE- use the EXE Installer from:
http://www.adobe.com/products/flashplayer/fp_distribution3.html
Download and SAVE to your Desktop the Installer for FF- use the EXE Installer for plugin based (from the same site)

I know it's late in your time zone, so get back with me at your convenience. What you are doing now is pre-Uninstall/Install work.

Thanks,

eidnolb

|
Mark as:
Currently Being Moderated

16. Saved_n_kept,

Jun 3, 2011 4:29 PM in reply to eidnolb

Report

That all seems pretty clear my friend EXCEPT my McAfee must be different from yours! When I open the Security Centre I have a large rectangle set out like below,

Real Time Scanning
Updates
Firewall
Subscription

Then below that numerous Features in various "Drawers" entitled,

Virus and Software Protection
Web & Email
Data Protection
Home Network
PC Optimization
Parental Controls

I guess what I need to do is just go down the Headings and Drawers and turn off Real Time Scanning, Firewall, Virus and Spyware Protection and Web and Email Protection. Will that cover it?

Thanks,

Brian.

|
Mark as:
Currently Being Moderated

17. eidnolb,

Jun 3, 2011 4:45 PM in reply to Saved_n_kept

Report

Hi, That it's different doesn't surprise me since they have different versions. Yes I think your way would be best. That way you have it all covered. Anti-Virus programs, especially McAfee & Norton and a few others will interfere when Installing the IE Flash Player Active X Control. Now keep in mind that in the steps after you Uninstall & Reboot and BEFORE you use either Installer, you'll see I'll have you check to make sure McAfee is still Disabled first. This is because after the Uninstall & that Reboot, McAfee has a habit of re-enabling it self and then blocking that ActiveX Control.

If you have McAfee under control and the Uninstaller and both Installers on your Desktop, then I'll post the procedure next. That way you'll have it for tomorrow morning. I'm about 5 hours earlier than you. 7:45pm my time as I post this.

Thanks,

eidnolb

|
Mark as:
Currently Being Moderated

18. Saved_n_kept,

Jun 3, 2011 5:34 PM in reply to eidnolb

Report

Thanks, I got the Uninstaller and the 2 Installers downloaded but I didn't get an option, they went straight to the Downloads folder. However I managed to distinguish them from the others by the download date/time, so put a shortcut to them on the desktop.

Well I've got so "hooked" on all this that it's now 1.33am and I just got the dinner dishes washed. I reckon I had better shut this down NOW, because if I see the next step I will be too interested to get to bed. As I got quite a few friends on your side of the pond, 3, 4, and 5am is not unusual with me

Anyway thanks so much for all your help. I'll try and avoid any "disasters" when you are asleep.

Brian.

|
Mark as:
Currently Being Moderated

19. eidnolb,

Jun 3, 2011 5:55 PM in reply to Saved_n_kept

Report

Hi, Yes It is late for you! I'm not going to give you the rest of the instructions until I know you are sound asleep, So you can rest easy, nothing to do until tomorrow. I'll be sure you have the info before I turn in though.

I've got a few friends in your area too, email friends that is. Never been over there nor outside the US except Mexico. Almost forgot about that. I try to email or answer the threads here on the Forum for those outside the Country since the time zone makes it necessary. Usually answer my overnights as early as possible.

I forgot about that Download folder. Glad you know where they are.

So you are doing well, so far so good. This all sounds more difficult than it really is. Something like spending 3-4 hours or more cooking dinner and it only takes 20 -30 minutes to eat

Remind me to give you a link for the next time a FP update comes out, you won't have to do a thing except click on "Install Now" and it's all automatic:-)

Have a good night,

eidnolb

|
Mark as:
Currently Being Moderated

20. eidnolb,

Jun 3, 2011 10:27 PM in reply to Saved_n_kept

Report

Good Morning, Take your time with this and you'll be fine.

Close all browser windows, you only want to be looking at your Desktop.
Disable any messenger services, as yahoo, msn, etc in the system tray(area near the clock)
Disable Your Anti-Virus as discussed and Adblock Plus
Be sure to use the Administrator Account.
Run the Uninstaller and when finished, Reboot(restart) your computer.
Now go to C:\Windows\System32\Macromed\Flash If any files are listed other than a text doc, then use the Uninstaller again & Reboot & re-check
Check to make sure the Anti-Virus & Adblock are still Disabled
Run the Installer for IE and then Run the Installer for FF and when finished, Reboot.

Re-enable your Anti-Virus BUT NOT THE ADBLOCK PLUS UNTIL AFTER YOU TEST EACH BROWSER.IF YOU SEE THE FLASH PLAYER LOGO ANIMATION, THEN ENABLE ADBLOCK.

Then go to this test site and test each browser:
http://www.adobe.com/software/flash/about/
You may want to print these instructions to make it easier to follow. If you have any questions, let me know.

Hope this goes well for you, let me know. I'll check into the Forum later.

eidnolb

|
Mark as:
Currently Being Moderated

21. Saved_n_kept,

Jun 4, 2011 6:00 AM in reply to eidnolb

Report

Good Morning to you

Well all seemed to go well, thanks to your detailed instructions. After uninstall, I checked and the only file showing was "FlashInstall.log" so just to be sure I ran the uninstall again and as it was still there I assumed that was ok.Everything else seems ok. Flash player animation is showing on both IE and FF.

Should I disable Hardware Acceleration as before?

Thanks again eidnolb, I could never have done all this without you! Wouldn't have had a clue where to start. Seems so little just to say "THANKS" but if you ever visit the West Coast of Scotland, come to Tarbert and ask for Brian!

Best wishes,

Brian.

|
Mark as:
Currently Being Moderated

22. eidnolb,

Jun 4, 2011 7:43 AM in reply to Saved_n_kept

Report

Good Morning again,

It sounds like you were successful You did a very good job following all of the instructions and I'm sure all of the Flash files are correct. If you'd like to post what Flash files are now Installed, that would be fine too. You may have FP version 10.3.181.16 for the Internet Explorer and FP version 10.3.181.14 for the Firefox browser. Normally the versions would be the same, but Adobe released the .16 version just recently for the Windows Platform that uses that ActiveX Control. Now the Windows Platform that uses other browsers that use the Plugin, as Firefox does, the version would be the .14.

On the hardware acceleration, I would check your favorite sites and if you see a problem, then you can turn it off.

Now to make this easy for you the next time the Adobe Flash Player is updated, you can go to the Notification Setting. Put a check mark in the box and then indicate how often you want to be notified when an update is available. I have mine set to 7 days. Then you would get a prompt from Adobe saying an update is available. You have a choice to click on "Install Now"; "Remind me later" or "Don't Install". This method to update is done in under 2 minutes and you don't have to do anything, it's all done automatically!!
Link: http://www.macromedia.com/support/documentation/en/flashplayer/help/se ttings_manager05.html

I'm just as happy as you are that everything went smoothly for you. That is why we did all of the prep work, so that the Uninstall/Install would be successful

If I ever did go to Scotland, I certainly would look you up!! Thanks for the invite.

Anytime you have a question about Flash Player, let me know.

Regards,

eidnolb

|
Mark as:
Currently Being Moderated

23. Saved_n_kept,

Jun 4, 2011 10:18 AM in reply to eidnolb

Report

Thanks again eidnolb,

I checked the Notification Setting and it was set for 7days so that's fine. Checked the files installed which are as follows:-

Flash10r.ocx
FlashInstall.log
FlashUtil10q_Plugin.exe
FlashUtil10r_ActiveX.dll
FlashUtil10r_ActiveX.exe
NPSWF32.dll
flashplayer.xpt

FF has FP version 10.3.181.14 installed.
IE has FP version 10.3.181.16 installed.

Guess from what you said it all looks ok.

Again Many Thanks,

Brian.

|
Mark as:
Currently Being Moderated

24. eidnolb,

Jun 4, 2011 10:57 AM in reply to Saved_n_kept

Report

Hi Brian, Your Flash files are all correct and your FP browser addons for IE & FF as well. So nice to see

Ok on the Notification Setting also.

Thanks for posting that info. Now the websites should work well for you. I think before with the mixed files that FP and the websites were confused, Ha-Ha.

Have a great weekend, sunshine here:-) Maybe some rain coming, but that's ok too.

Regards,

eidnolb

|
Mark as: