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rjkingsley1 2 posts
Mar 15, 2012
Currently Being Moderated

Problems with BBC iPlayer Desktop and Adobe Air for Mac

Mar 15, 2012 9:57 AM

Tags: #problem #help #macintosh #adobe #lion #install #update #apple #mac_os_x #uninstall #os_x_lion #resolve #reinstall #corrupt #mac_os #simple #mac_os_lion #adobe_air #mac_os_10.7.3 #mac_os_x_10.7.3 #bbc #bbc_iplayer #iplayer #mac_os_x_lion

I would be grateful for anyone who can help me with a problem I have on my Laptop running Mac OS X Lion 10.7.3.I am having difficulty running BBC iPlayer Desktop and I suspect it is caused by Adobe Air.

 

Recently I was prompted to update Adobe Air to the latest version (as of February 2012) and after I successfully updated the program, this began to cause problems when I used BBC iPlayer desktop.

The first problem I noticed was that I was unable to play any downloaded programmes in full screen - only the sound played, not the video.

Secondly, a few weeks after this problem began, all my TV programmes mysteriously disappeared.

My final problem is that everytime I launch BBC iPlayer it is unable to download new programmes - when I am connected to the internet, the application still says it is "offline".

 

I have tried to resolve the problem by restarting my computer, uninstalling and reinstalling BBC iPlayer, disabling and re-enabling my firewall, connecting to the internet in different locations but this has not resolved the problem.

 

I tried to uninstall Adobe Air, but the installation package tells me it is 'corrupt'. So I tried to download and reinstall the application from the adobe website, but the computer already recognises that the app is installed. i.e. - I can't uninstall or reinstall Adobe Air.

 

I contacted BBC iPlayer support and they were unable to help - directing me to your website. I have read several other discussion topics posted on this website but not found the solution I am looking for.

 

Please can some help me to solve this problem, by helping me uninstall and reinstall Adobe Air for Mac?

I am not very technical minded - for example - I don't know what log files are or how to find them - so please explain it as simply as possible.

 

Thank you in advance for your help!

 

Ryan

 
Replies
  • Chris Campbell
    9,456 posts
    May 4, 2010
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    Mar 21, 2012 6:21 PM   in reply to rjkingsley1

    Hi Ryan,

    Could you try deleting the BBC iPlayer preferences folder and then restarting iPlayer to see if that helps?  You should be able to find this in ~/Library/Preferences.  Look for the folder starting with BBCiPlayerDesktop and a long series of characters and move or rename this folder.

     

    Thanks,
    Chris

     
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    Apr 5, 2012 3:01 AM   in reply to Chris Campbell

    BBC iplayer

     

    Hi Chris - I recently installed the Adobe air beta.  Following this, all of my saved programs were deleted and my bbc iplayer has stopped working.  I have deleted all files (flash, adobe, air etc) and re-installed but none of the iplayer buttons respond - the iplayer constantly shows as offline, and clicking on "preferences" etc does nothing.  I am on a macbook air and osx 10.7.3.  Any suggestions?

     
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  • Chris Campbell
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    Apr 5, 2012 12:30 PM   in reply to billybig99

    Hi Billy,

    Did you try deleting the folder that starts with BBCiPlayerDesktop from your user's Library/Preferences folder?  You can access the Library folder by holding down the option key and clicking the Finder's Go menu.

     

    Thanks,

    Chris

     
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    Apr 5, 2012 11:33 PM   in reply to Chris Campbell

    Fantastic thanks – I had looked everywhere for the bbc preference folder and couldn't see it – this worked perfectly.

     

    Thanks again

     
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    Jun 10, 2012 5:51 PM   in reply to Chris Campbell

    Hi Chris – sorry to trouble you again but the same thing (almost) has happened again.  All of a sudden all programs that were previously recorded on the iplayer have disappeared.  When you try to click on something to record, it starts the iplayer running, but then nothing happens.  I went through all of the various fixes that worked before, but no luck with anything. Although I am on a mac, I have a friend who has windows running and has the same problem.

     

    Thanks for any suggestions

     
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    Jun 12, 2012 5:30 AM   in reply to billybig99

    I second that. Stopped working for me too. The files are till there, apparently, since iPlayer Desktop shows  correct file usage statistics, but nothing is listed in iPlayer available list. The system is a MacMini of 2010 vintage, still on OSX Snow Leopard.

     
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    Jun 12, 2012 8:02 AM   in reply to i.harsten

    I am also having this problem - for me, I was able to use iPlayer no problem.  Then all my programmes just disappeared and aren't there now.  Also, when I try to download new programmes it takes me to the iPlayer Desktop programme but nothing appears.

     

    I've tried following the steps above but for me this has made no difference at all.

     

    I'm on OSX Snow Leopard MB Pro

     
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    Jun 12, 2012 1:18 PM   in reply to Chris Campbell

    Chris, I think a few of us really need your help. I have had a similar problem with my installation of BBC iPlayer on Windows XP. Was working fine until and Adobe Air Update (to version 3.3.0.3650) which happened on 11 June 2012. iPlayer was working perfectly fine before, but when I reopened it, all my "Available now" programmes were deleted, and there were none in the "coming soon", "A-Z" or "Expiring" tabs.

     

    When I tried to download new programmes from the BBC website, iPlayer opens, but the download doesn't start.

     

    Tried renaming the preferenced folder for iplayer as you've previously suggested (found it in C:\Documents and Settings\USER NAME\Application Data). All this did was when iplayer opens, it displays the No prgrammes available welcome screen, but I still can't download any programmes!!

     

    Please, please, please can you or anyone else help!

     

    Many thanks

     
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    Jun 14, 2012 7:46 AM   in reply to kknb2275

    I'm also having the same problems as outlined above.

     

    I am running OSX Lion on a MBPro with an intel chip.

     

    Any help is greatfully recieved.

     

    With thanks,

     
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    Jun 17, 2012 6:23 AM   in reply to rjkingsley1

    Same problem here - OSX Snow Leopard on MBPro with intel wossname. Tried everything above - but it seems the chaps at BBC or Adobe have really screwed it up this time. No access to previously downloaded programmes on iPlayer desktop or ability to download anything new.

     

    Many thanks for any new bright ideas!

     
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    Jun 17, 2012 6:52 AM   in reply to royrashbrook

    Me again. One solution that was suggested (and worth trying) was to use Finder to locate the iPlayer repository (Movies/BBCiPlayer/Repository) and remove everything in the repository directory. Downloads (and playing the stuff) will then work again.

    I tried, and it worked for me. Now downloading things I have been missing for some days.

    (BBC iPlayer, MacMini, Snow Leopard OSX)

     
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    Jun 17, 2012 1:15 PM   in reply to rjkingsley1

    Although I didn't need to delete the repository:

     

    Here's what eventually worked. I haven't the faintest idea which bit was the crucial nudge iPlayer needed, so here's the whole lot:

     

    a) Move iPlayer to trash.

    b) Find and delete the following folder: Users/Yourname/Library/Preferences/BBCiPlayerDesktop.61DB7A798358575D6A969CCD73DDBBD 723A6DA9D.1

    c) Find and delete the following folder:

    Users/Yourname/Library/Application Support/Adobe/AIR/ELS/BBCiPlayerDesktop.61DB7A798358575D6A969CCD73DDB BD723A6DA9D.1

    d) Find and delete the following folder:

    Users/Yourname/Movies/BBC iPlayer/repository/cache

    e) Donload and install the latest version of Adobe Air.

    f) I think this bit is crucial: Empty the Trash. I found that bits and pieces of BBC iPlayer were still running despite having been quit and dumped in the trash - and so wouldn't allow me to complete this part. So I restarted the computer, quit the iPlayer desktop as soon as it started, then emptied the trash.

    g) Find the folder: Users/Yourname/Movies/BBC iPlayer/repository and rename it repository2

    h) Reinstall iPlayer. It will tell you that you have no programmes to view. Quit the programme.

    i) Find and delete the folder: Users/Yourname/Movies/BBC iPlayer/repository

    j) Find the folder: Users/Yourname/Movies/BBC iPlayer/repository2 and rename it to repository.

    k) Relaunch iPlayer

     

    This worked for me!

     

    Good luck.

     
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    Jun 17, 2012 5:57 PM   in reply to royrashbrook

    hey royrashbrook

     

    Thanks. That post above worked a treat for me.

     

    Jane :-)

     
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    Jun 18, 2012 8:44 AM   in reply to i.harsten

    Many thanks, this worked for me (I just moved the folder to a different location). Had previously unsuccessfully tried deleting/renaming the iplayer preferenced folder, but your suggested worked a treat!

     
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    Jun 18, 2012 10:22 AM   in reply to kknb2275

    Thks royalashbrook,

    That worked for me to.

     
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  • Chris Campbell
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    May 4, 2010
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    Jun 18, 2012 2:49 PM   in reply to tonyvenn

    Thanks royalashbrook.  I'm not sure what's happening to iPlayer, but I've seen their preferences folder become corrupt before.

     
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    Jun 19, 2012 5:39 AM   in reply to Chris Campbell

    Who the hell is royalashbrook?

     
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    Jun 19, 2012 7:20 AM   in reply to royrashbrook

    You with your new *Crown* for solving our problems. You now have Royal status. Perhaps you'll get an invite to the queens garden party next ;-)

     
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    Jun 19, 2012 7:39 AM   in reply to Jane Haselden

    Ha ha - it's the first time I've EVER solved anyone's computer issues but my own. But I *have* been to the Queen's garden party. It rained - a lot.

     
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  • Chris Campbell
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    May 4, 2010
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    Jun 19, 2012 2:15 PM   in reply to royrashbrook

    royrashbrook wrote:

     

    Who the hell is royalashbrook?

     

    Hah, too much typing from me yesterday.    Sorry about that!

     
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    Jul 6, 2012 6:35 AM   in reply to rjkingsley1

    Just had the same thing happen AGAIN. Suddenly - a blank iPlayer Desktop which failed to download new programmes. All previous programmes were still in the repository folder. This time the sequence I outlined previously didn't work.

     

    What eventually got things working this time was to reinstall Adobe Air as part of the BBC iPlayer Desktop installation process - and not separately.

     

    So:

     

    a) Move iPlayer to trash.

    b) Find and delete the following folder: Users/Yourname/Library/Preferences/BBCiPlayerDesktop.61DB7A798358575D6A969CCD73DDBBD 723A6DA9D.1

    c) Find and delete the following folder:

    Users/Yourname/Library/Application Support/Adobe/AIR/ELS/BBCiPlayerDesktop.61DB7A798358575D6A969CCD73DDB BD723A6DA9D.1

    d) Find and delete the following folder:

    Users/Yourname/Movies/BBC iPlayer/repository/cache

    e) Find and run: Applications/Utilities/Adobe AIR Uninstaller

    f) Empty the Trash. I found that bits and pieces of BBC iPlayer were still running despite having been quit and dumped in the trash - and so it wouldn't allow me to complete this part. Restarted the computer, then empty the trash.

    g) Find the folder: Users/Yourname/Movies/BBC iPlayer/repository and rename it repository2

    h) Reinstall iPlayer. It will tell you that you have no programmes to view. Quit the programme.

    i) Find and delete the folder: Users/Yourname/Movies/BBC iPlayer/repository

    j) Find the folder: Users/Yourname/Movies/BBC iPlayer/repository2 and rename it to repository.

    k) Relaunch iPlayer

     

    It would be terribly nice if the BBC or Adobe stopped buggering about with this . . .

     
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    Nov 10, 2012 6:27 AM   in reply to royrashbrook

    A disgrace that two such huge organisations Adobe and BBC cannot get it right first time. Surely the update was tested before allowing users to update ???? Perhaps someone should be held accountable for this very basic flaw in any update - can adobe or BBC please explain how this could happen ???

     
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    Nov 10, 2012 7:17 PM   in reply to Chris Campbell

    hello chris

     

    like others here i have problems with the AIR update and my bbc iplayer. it was working fine until i was obliged to download the update a few days ago. now all my archived programmes refuse to play. i get a message 'there was a problem with the download' then the 'archived file' disappears! even files that were successfuly downloaded before the AIR update are meeting the same fate. also now i cannot download any programs from the iplayer website. the download starts, then pauses, then a message appears saying there is a problem with the download and the programme disappears from the player window.

    i am running an intel macbook pro using OS 10.6.8 and safari. i have tried all the suggestions on this page to no avail.

    i have had no problems with iplayer prior to this so the problem must reside with the AIR update.

     

    thanks

     
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    Nov 10, 2012 8:36 PM   in reply to winton51

    check bbc I player site which states that air player update has caused this problem and they basically say you have to download by the other options in the meantime.

     
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    Nov 11, 2012 4:28 AM   in reply to jamstu77

    ok i have now solved the problem.

     

    1 uninstall adobe air

    2 exit iplayer then throw out iplayer preference file

    3 track down an earlier version of adobe air on the web eg version 1.5 and download

    4 open iplayer and everything works as it once did.

    you may need to go into the system prefs panel, click on the adobe flash icon and change the software upgrade options to 'do not upgrade' otherwise you will be endlessly bothrered by a pop up urging you to do so.

     

    message to adobe

    1 remove this junk version of AIR and allow people to download older stabler versions.

    2 do not release upgrades unless absolutely necessary and check them thoroughly before release. tihs foul up has inconvenienced a lot of people

    3 make it easier for people to decline updates.

    4 this problem has been around for a while. why has nothing been done about it?

     
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    Nov 11, 2012 4:36 AM   in reply to winton51

    That's very useful but you must ask why general members of the forum are having to spend their own time trying to fix this problem when adobe should be coming up with the answers. Shame on adobe - very poor customer service!

     

    Sent from my iPad

     
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    Nov 11, 2012 9:42 AM   in reply to royrashbrook

    Hi royrashbrook

     

    Thank you so much!!! Worked for me too. Back to normal and all files rescued. No new installation needed.

     

    Martin

     
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    Nov 11, 2012 9:58 AM   in reply to Operaner777

    A pleasure - glad it still seems to work.

     
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    Nov 12, 2012 9:16 PM   in reply to jamstu77

    agreed.

     
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    Nov 14, 2012 9:59 AM   in reply to royrashbrook

    Hi there royashbrook

     

    I did everything you suggested and everything worked just fine........ for 5 minutes!!! I then watched as all my "available now" programms dissappeared in front of my very eyes!!

     

    Ok so I can delete everything again as before but when I re-install iplayer desktop do I also install adobe Air at the same time  or is it best to find and install an earlier version of Adobe Air?

     
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  • Chris Campbell
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    May 4, 2010
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    Nov 19, 2012 2:53 PM   in reply to ukkid76

    There is a problem with AIR 3.5 and the BBC iPlayer.  We apologize for the bug and are working to correct it asap.  In the meantime, if you have AIR 3.5 installed we recommend that you uninstall it and use AIR 3.4 instead.  Here's a post that goes into detail and includes links.

     

    Update on playback problems with AIR 3.5 on desktop

     
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    Dec 22, 2012 2:43 PM   in reply to Chris Campbell

    Right, I have been having the same problems as everyone else, despite not having upgraded Adobe (spit) AIR to 3.5 from 3.4. I followed my own instructions (Number 22 above) to the letter, and noticed that when I was prompted to install Adobe (spit) AIR - the version on offer from the BBC was 3.3. Download this - and make sure you then don't click on the upgrade when it's automatically offered you a minute or so later.

     

    All working perfectly now - and my episodes of QI XL are now keeping me merrily entertained. Must. Get. Life.

     
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