Skip to main content
July 21, 2007
Answered

Flash Player 9 INSTALL FAILURE on INTEL MAC, OSX, Firefox

  • July 21, 2007
  • 11 replies
  • 3431 views
RESOLVED -- see post above for STEP-BY-STEP DIRECTIONS.
________________________________________________________________

My Setup:
*Intel MacBook Pro
*OS 10.4.10
*Firefox 2.0.0.5


FLASH PLAYER 9 FAILS TO INSTALL on INTEL-MAC OSX using FIREFOX

Relevant to my situation:
•I tried all the suggestions at Knowledgebase
•read all the areas in the Forum for Flash Player 9 installation problems
phoned Customer Service + was told they did not offer (paid or unpaid) phone support for Flash Player 9 because Flash Player 9 "is a free download".
created and opened a CASE at Adobe.com (unanswered)
created a FOLLOWUP CASE (unanswered)
sent private message (via the Forum) to Adobe Senior Support Engineer for Flash/Flash Player.(unanswered)


No responses. No solutions. No support. Zip.

BACKSTORY
4 days ago, I landed on a particular website which told me that I specifically needed to download Flash Player 9 to view some slideshow.

I proceeded to download Flash Player 9, but when I returned to that specific website (as well as any other site using Flash, such as, oh, let's see, YOUTUBE!!), it tells me that I still have to download it, yet every time I do, it takes me through the same circular and exasperating process.

I've tried uninstallling, rebooting my Mac, then opening Firefox and then downloading and re-installing it, but still nothing. Just a blank space in the browser where a flash movie should be, couple with the instruction that I need to "update Flash Player".

I then went to the Knowledgebase area at Adobe, found the topic addressed for Flash Player 9 installation failure for Mac OSX. They gave 4 ideas, and none worked.

I next called Adobe customer support and after finding no phone prompts to direct me to the correct support person, was told to press "0". With my credit card in hand, I breathlessly awaited speaking with a tech support person who would finally help me resolve this issue.

Unfortunately, he told me that Adobe did not offer free or paid telephone customer support because Flash Player 9 was free. He told me to go back online to the website and create and file a "case", and wait for a response. I told him that I had exhausted reading and trying out the suggestions in the forum and the knowledgebase, and asked if there was anything else Adobe could provide or suggest which could specifically address and resolve this problem.

He said basically, "Sorry, good luck, and have a good evening."

I immediately created a "case" file at Adobe. This was 4 days ago. No response yet. I thus created an UPDATE to the case. Still no response.

My last resort was to rifle through ALL the posts in the forum until I found a post from the Senior Support Engineer for Flash/Flash Player and thereby sent him a private message asking for help.
No reply as of yet.

I am so disappointed. I've never once had this kind of horrible online user experience, where a simple and basic download of a free and well-known brand product fails miserably, and then is further exacerbated by an even more miserable and benign tech support and customer service.

I'm sure there are many more people apart from myself and those here in the forums, who simply don't have the time or the persistence to chase down this problem by going through the circular maze that Adobe has put it's users through, to try to resolve an issue which seems to be quite widespread, whether you're a Mac or Windows user.

I am a new Adobe Acrobat Pro 8 user and customer and wonder if this is what I have to look forward to if or when I encounter a problem with the software.

If anyone here can help me resolve this issue (Mac OSX + Firefox -- latest versions for both), I would greatly appreciate it~



signed, voxpopgirl, formerly sheewolf.
    This topic has been closed for replies.
    Correct answer
    Eureka! I have resolved my problem~

    However, it occurred to me that there must have been others before me with the same or similar setup, who went through the very same frustration and then finally resolved it, and after hours or days of sheer aggravation or near resignation, were so relieved at having resolved things, that they had no further desire to spend one single second more of their time at Adobe and the forums to have to type out a layperson's step-by-step version of how they resolved this issue.

    Cuz, that's where my head was at after 5 days without access to video until I figured things out! But then I started thinking about the next frustrated Mac user cursing Adobe under their breath as to why there was nothing in the forum which addressed this specific setup.

    That said, the following instructions resolve the problem for my specific setup: Intel Mac, OSX (10.4.10), Firefox (2.0.0.5):


    Prior to downloading AND installing Flash Player 9, do the following:

    Print Out The Instructions In This Post!

    ** U P D A T E

    Somewhere in the Support section of this site, I read that " many issues are related to a problem with a previous installation of Flash Player or to browser configuration.".

    After many failed attempts to install Flash Player 9, chances are that the Adobe Flash Player plug-in is still probably sitting there in your Internet Plug-ins Folder.

    So Before Proceeding to Step [1] :

    UNinstall Flash Player 9. This willl download a file named " uninstall_flash_player_osx.dmg" onto your computer. Once downloaded, click on it to initiate the uninstall, and it will remove Adobe Flash Player from all browsers on the system.


    [1] Quit all your applications and your browser(s).

    [2] Locate your Internet-Plugins folder
    You will find it here: Hardrive-> Library folder-> Internet Plug-Ins folder.

    [3] Then: Highlight the Internet Plug-Ins folder and do a Get Info on it (Command+I or Apple+I)

    [4] Click on Ownership & Permissions or on the triangle to the left of Ownership & Permissions

    [5] From the pulldown menu to the right of the words " You can", select " Read & Write"

    [6] Click on the word Details or on the triangle to the left of Details

    [7] From the pulldown menu to the right of the word " Owner", make certain that your name, or whatever the designated name it is that you assigned as the owner of your computer when you first purchased it and set it up, has been selected.

    [8] Below the Owner section, you will see a pulldown menu to the right of the words " Access". From the pulldown menu, select " Read & Write"

    [9] Directly below the Owner & Access section, you will see a pulldown menu to the right of the words " Group". From the pulldown menu, select " Admin"

    [10] Below the Group section, you will see a pulldown menu to the right of the word " Access". From that pulldown menu, select " Read & Write"

    [11] Directly below the Group & Access section, you will see a pulldown menu to the right of the word " Others". From that pulldown menu, select " Read only"

    [12] At the very bottom of your Internet Plug-Ins Info window, Click on the button which reads "Apply to enclosed items...".

    [13] Close your Internet Plug-Ins Info window.

    [14] Restart your Mac.

    [15] Open your Firefox browser and go to the Go to the Adobe Flash Player Download page and click the download link to begin downloading Flash Player 9 Universal Binary for Intel-based Macs (Option 1 for Intel-based Mac).

    [16] Once downloaded to your computer, make sure to first quit your browser(s) and then proceed with the Flash Player 9 Install.

    [17] Once installation is completed, quit all your applications and Restart your Mac.

    [18] Open Firefox, and go to the Adobe Flash & Shockwave Test page to test and verify that you have successfully installed Flash Player 9.

    That's it. Hopefully, this works for you too :-)

    _________________________________________________________________________________

    ONE LAST RECCOMENDATION:

    •Click on the " Subscribe to this Topic" link at the top right side of this page.

    That way, you'll be immediately notified via your regular email address as to whether there are any additional posts or updates to this topic which might help you (should the instructions at this page have not totally resolved your issue). A link will be included in your email which will take you directly back to this specific page where you can read all the new posts.
    _________________________________________________________________________________

    signed voxpopgirl, formerly sheewolf.

    11 replies

    Participant
    October 17, 2007
    Thank you sheewolf! Once again your post helped solve MY problem today too. I can not believe how difficult this was to get solved. AND your right- no tech support help at all. Why is it so hard on an intel mac to get this done? i have 2 other ibookG4's and never even had had a problem with this.
    October 5, 2007
    Hey Sheewolf,
    Tried the fix for a Mac PPC and no go. Rats.
    I can install Flash no problem but it plays so choppily that it is worthless. Continually rebuffers every few seconds.
    I am on a mac 10.3.9....
    I guess Adobe is just going to let us suffer ...
    Problems started after the latest version of Flash and perhaps latest version of Firefox 2.0.0.7
    Thanks for any other ideas.
    Al
    Participating Frequently
    October 5, 2007
    In a last ditch effort to see if somebody can help me out - I've literally been at this this for 2 weeks to no avail. I've tried everything suggested on this thread and the other. deselected the MIME settings in Quicktime, Uninstalled and repaired permissions. And this solution. but I can only get a half fix. I say half in that I can get the player to work in Safari but not Firefox. (which I prefer; I have other issues with safari)

    At some point it was suggested that I create another login and go back and to the original and try the reinstall. This actually worked and flash works great in both browsers under the second login but the trouble is all my files, browser bookmarks and preferences are only accessible under the main admin login profile. So unless I feel like logging out and then back in again every time I want to see a site with flash content, or spend days setting up the new ID its not that useful of a fix. Can anyone help? Please?

    (I agree sheewolf, Adobe has completely dropped the ball on this and have lost a lot of points with me and I'm sure others in their handling of this issue. Christ, there are posts dating back to from a year about this and still no fixes patches or even advice)
    October 5, 2007
    My Setup:
    •PowerBook G4 15" 80GB 2GB ram
    •OS 10.4.10
    •Safari 2.0.4
    •Firefox 2.0.0.7

    FLASH PLAYER UNINSTALL CORRUPTS PERMISSIONS ON FLASH FILES FOR SAFARI and FIREFOX on G4 MACS

    Thank you sheewolf you were the only one that provided a clue to what is going on. Again no help from Adobe. Everything worked fine except several days later when restarting my PowerBook G4 I lost Flash again. Checked all permissions they were still OK. Ran Flash uninstall then Ran Flash install no luck. I ran disk utilities and looked at permissions again. It seems that the Flash Unintaller corupts all the flash related files. I repaired them then ntried the Uninstaller again sure enough it had corrupted all the Flash files again. I used Disk utilities to repair them and the ran Install. Then checked permissions with Disk Utilities again. This time no corruption was found and Flash in Safari and in Firefox worked perfectly. Checked all options in Quicktime/advanced/mime preferences. Everything worked. It seems that the main problem may be the Adobe uninstaller corrupting the permissions for all the Flash files.:grin;

    It seems to me that Adobe should be reading these forums and repairing this problem.:disgust;
    Participating Frequently
    October 6, 2007
    I was wondering about the uninstaller as well. When I unstalled, the progress bar just seemed to sit there and then all of sudden a window popped up that it was successfully uninstalled. Still I'm suspicious as it it just sort of hung there with no indication that any progress was being made then presto -finished. I wonder if there is a way to unistall the flash player manually? Does anyone know?

    October 5, 2007
    Stephen (a.k.a. "quietless") ~

    thanx and you're most welcome ~
    sheewolf
    October 5, 2007
    Outstanding post! Thank you providing the solution to what otherwise would have eaten up time for me to figure out.

    kind regards-
    stephen
    September 6, 2007
    My problem is different but similar.

    I can install the flash 9 player on my new mac book pro, but I have to do it every time I use my computer. Every time I close a browser and re-open it (any browser) flash player longer works again and I have to reinstall the flash player 9.

    Do any of you have a clue as to how I can fix this?

    Thanks much.
    Participant
    August 30, 2007
    Brilliant. I have a PowerPC Mac, but similar issues. Sure enough, it was a permission problem. By changing the permissions of the plugin directory, the uninstall was able to delete existing (old) flash plugin files and the installer was able to put the new ones there. Thanks to sheewolf for taking the time to post the solution - you saved me a lot of time and frustration!
    Inspiring
    August 1, 2007
    THIS WORKED!!! BIG TIME!!!!!!!!

    FROM THE FIREFOX WEBSITE FORUM:


    PostPosted: Jul Fri 13th 2007 8:38am
    The settings in the Quicktime System Pref pane is different in the later OSX upgrades. In the pane, select the Advanced Tab. You will find a MIME settings button, click this. Open up each one of the settings. Two of them (Images, and Miscellaneous) have a selection for Flash. Deselect those two. After I did this and restarted Firefox, the problem went away.

    THIS SOOOOOOOOOOOOO WORKED IMMEDIATELY FOR BOTH SAFARI AND FIREFOX!!!!! YIP-FRICKEN-EEEEEEE!!!
    July 28, 2007
    geezerart: check out the UPDATE i added to my ANSWER posted at the top of this page.

    I've inserted one additional step that you should do prior to attempting to REinstalling Flash Player 9 -- which is to:

    First UNinstall the Flash Player 9 Plug-In from your computer which is probably sitting in your Internet Plug-Ins folder as a result of previous (and failed) attempts at the installation of Flash Player 9.

    Again, I'm no expert, just one chick who's figured out how to troubleshoot the problem with my own setup, but should anyone here have the same setup as myself, then performing all the above steps should work.

    signed voxpopgirl, formerly sheewolf.
    Inspiring
    July 30, 2007
    Hi,

    after following all of your advise, I then went to the TEST page and FINALLY the example videos are playing!!

    HOWEVER

    I still cannot view the webpages and content I could not view before. I don't get it. I was not previously able to view the sample page.

    Something caused this problem. I use to be able to surf unbothered on this MacBook Pro for the last six months - now NOTHING.
    July 30, 2007
    TCMdesign wrote:
    quote:

    I use to be able to surf unbothered on this MacBook Pro for the last six months - now NOTHING.


    I hear ya~ this is the first time I've ever had a disgustingly frustrating experience like this. thanks Adobe.

    I can't ever recall having to download a flash player that suddenly put me in a position where i could no longer view any videos online, only to go through 4-5 days of utter B.S. weeding through tangent after tangent deep in the forums only to then discover that --
    for the first time ever -- i had to create "permissions" in order to "allow" my flash player to work.

    This is the kind of sh&t you hear about that Windows users have to go through. And it sucks.

    signed voxpopgirl, formerly sheewolf.
    Participant
    July 28, 2007
    OH CRAP!!!!! Well Safari is working but now Firefox went out again! There is more to this problem. I hope someone lets us know because this is not good if you are a YouTube/LiveVideo Regular!