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A
Anonymous
July 8, 2015
Question

DirecTV online streaming failure, is it Flash Player-related?

  • July 8, 2015
  • 1 reply
  • 64745 views

I am having issues using DirecTV's online video player streaming service. I called DirecTV for tech support and they were unable to identify any issues on their end or on my computer. They suggested that it may be a Flash issue. This is what I know:

- I have a MacBook Pro Retina running Yosemite 10.10.3

- My Flash Player is up to date, version 18,0,0,203

- The error I get from DirecTV is nothing specific, just "Sorry, we've run into a problem. Restart your video player." (Meaning no error code given.)

- The same error is happening on two browsers, Chrome and Safari

- I have installed DirecTV's web player twice now, and restarted my computer a couple of times

- After one complete installation and a reboot, DirecTV prompted me to install the web player again (which I did, after removing the initial install)

- After the new install, with browser reboot, the same issue is occurring

The tech support individual I spoke with said that she had had a similar (or the same) issue on her personal iPad and that she had to adjust some non-obvious Adobe/Flash settings in order to use DirecTV's web player. Does anyone have a solution to this, or a direction to point me in? Is it as simple as both of my browsers needing updates?

Thanks!

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1 reply

Tom_Neuhold-Huber
Adobe Employee
Tom_Neuhold-Huber
Adobe Employee
July 13, 2015

Both Safari and Chrome update automatically, so I would assume you have the latest version of each.

When do you see the error? As soon as you launch the video player, or when you try to play a video?

One thing to try is to clear the browser cache before launching the video player again.

Can you verify the video player is using the latest Flash Player by right clicking on the Video Player, the Flash Player version will show at the bottom of the context menu.

A
Anonymous
July 13, 2015

I'm not sure I ever pinpointed the issue, but after spending another hour talking with Apple support, we hashed it out. The error was when the player actually launched. Either midway through loading the video or once it reached 100% an error message would pop up prompting me to restart the player. After a reboot and even after reinstalling the player, logging out of DirecTV and then logging back in would get me to a message implying that I did not have the player installed at all. Anyway - after a combination of seriously cleaning out caches, reinstalling Flash (I had the most recent version, but couldn't hurt), reinstalling the DirecTV player multiple times, updating my OS, and several reboots, we got it working. There also seemed to be a discrepancy at DirecTV's end between live-streaming and accessing on-demand material, but that's hit-or-miss.

Thanks for the advice, you definitely had the right idea!

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