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Boston_Kiwi
Participating Frequently
June 11, 2012
Answered

I'm having trouble installing Flash Player 11.3.300.257

  • June 11, 2012
  • 3 replies
  • 18984 views

Last week I got an automatic pop up to update Flash Player. I did as I normally do and a little while later I noticed that Flash Player is no longer working on my computer.

My system:

Dell Precision Workstation 690

Windows 7 Ultimate (64 bit)

Mozilla Firefox 12.0

I have full administrative rights on this computer

I can provide other info as requested.

The steps I have taken so far:

  • The initial update installation appeared to work normally with no hang ups or delays. At the end of the installation Firefox opened to the Adobe page saying the installation was succesful. However, it became clear when I tried to watch video on Youtube and other sites that Flash was not operational.

  • I went to the Flash download page again and tried the installation again, but had the exact same result.

  • I checked the Plug-Ins in Firefox tools and it verified I have the latest plug ins installed for Flash Player.

  • Rebooted the system and tried again. Same result. (I later shut down the system overnight and the next day tried again with the same result)

  • I found the Flash Player uninstaller and ran that. Rebooted. Installed latest version. Same result as before (Installation seems to complete as normal but Flash is not working).

I got the exact same result as before.

Each time I see the same thing - Under where it says "Can you see the movie below?" I see nothing. No movie and not even a grey box. Just blank white page until I see the box saying "Yes I can" and "No I can't".

"What files do you have in

  • C:\Windows\system32\Macromed\Flash ?
  • C:\Windows\syswow64\Macromed\Flash ?

Can you also post the contents of the FlashInstall.log files from both these folders?"

In a pre-emptive effort if it helps anyone, this is my answer to that request:

C:\Windows\system32\Macromed\Flash ?

        • FlashInstall.log
        • FlashUtil64_11_3_300_257_Plugin.exe
        • NPSWF64_11_3_300_257.dll

C:\Windows\syswow64\Macromed\Flash ?

        • FlashInstall.log
        • flashplayer.xpt
        • FlashPlayerPlugin_11_3_300_257.exe
        • FlashPlayerUpdateService.exe
        • FlashUtil32_11_3_300_257_plugin.exe
        • mms.cfg
        • NPSWF32_11_3_300_257.dll

FlashInstall.log (from C:\Windows\system32\Macromed\Flash)

=O====== M/11.3.300.257 2012-06-11+15-35-56.121 ========

0000 00000010 "C:\Users\cad 01\AppData\Local\Temp\install_flash_player.exe" -install -iv 8 -au 0

0001 00001036 Software\Macromedia\FlashPlayerPlugin/Version 2

0002 00001036 Software\Macromedia\FlashPlayerPlugin/PlayerPath 2

0003 00000020 C:\Windows\SysWOW64\FlashPlayerCPLApp.cpl

0004 00000011 1

0005 00001037 SOFTWARE\MozillaPlugins\@adobe.com/FlashPlayer/ 2

0006 00001037 SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Adobe Flash Player Plugin/ 2

0007 00001036 Software\Mozilla\Firefox\extensions/Plugins 2

0008 00001036 Software\Mozilla\Mozilla Firefox\extensions/Plugins 2

0009 00001036 Software\Opera Software/Last CommandLine 2

0010 00001036 Software\Opera Software/Last CommandLine 2

0011 00001036 Software\Opera Software/Plugin Path 2

0012 00001036 Software\Opera Software/Plugin Path 2

0013 00000014 C:\Windows\SysWOW64\Macromed\Flash\NPSWF32_11_3_300_257.dll

0014 00000015 C:\Windows\SysWOW64\Macromed\Flash\FlashUtil32_11_3_300_257_Plugin.exe

0015 00000017 C:\Windows\SysWOW64\Macromed\Flash

0016 00000019 C:\Windows\SysWOW64\FlashPlayerCPLApp.cpl

0017 00000022 C:\Windows\SysWOW64\Macromed\Flash\FlashPlayerPlugin_11_3_300_257.exe

0018 00000021 C:\Windows\SysWOW64\Macromed\Flash\FlashPlayerUpdateService.exe

0019 00000012

=X====== M/11.3.300.257 2012-06-11+15-36-04.249 ========

FlashInstall.log (from C:\Windows\syswow64\Macromed\Flash)

=O====== M/11.3.300.257 2012-06-11+15-35-56.121 ========

0000 00000010 "C:\Users\cad 01\AppData\Local\Temp\install_flash_player.exe" -install -iv 8 -au 0

0001 00001036 Software\Macromedia\FlashPlayerPlugin/Version 2

0002 00001036 Software\Macromedia\FlashPlayerPlugin/PlayerPath 2

0003 00000020 C:\Windows\SysWOW64\FlashPlayerCPLApp.cpl

0004 00000011 1

0005 00001037 SOFTWARE\MozillaPlugins\@adobe.com/FlashPlayer/ 2

0006 00001037 SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Adobe Flash Player Plugin/ 2

0007 00001036 Software\Mozilla\Firefox\extensions/Plugins 2

0008 00001036 Software\Mozilla\Mozilla Firefox\extensions/Plugins 2

0009 00001036 Software\Opera Software/Last CommandLine 2

0010 00001036 Software\Opera Software/Last CommandLine 2

0011 00001036 Software\Opera Software/Plugin Path 2

0012 00001036 Software\Opera Software/Plugin Path 2

0013 00000014 C:\Windows\SysWOW64\Macromed\Flash\NPSWF32_11_3_300_257.dll

0014 00000015 C:\Windows\SysWOW64\Macromed\Flash\FlashUtil32_11_3_300_257_Plugin.exe

0015 00000017 C:\Windows\SysWOW64\Macromed\Flash

0016 00000019 C:\Windows\SysWOW64\FlashPlayerCPLApp.cpl

0017 00000022 C:\Windows\SysWOW64\Macromed\Flash\FlashPlayerPlugin_11_3_300_257.exe

0018 00000021 C:\Windows\SysWOW64\Macromed\Flash\FlashPlayerUpdateService.exe

0019 00000012

=X====== M/11.3.300.257 2012-06-11+15-36-04.249 ========

I have never had an issue updating Flash Player on this computer before and nothing of any significance has changed (ie, hardware, software, admin rights, etc). I'm at a total loss and I would appreciate any advice anyone could give.

This topic has been closed for replies.
Correct answer jeromiec83223024

No. Even with resetting Firefox, if I remove the line from mms.cfg then videos will not play again.


Do you happen to have RealPlayer installed?

If you do, can you please remove the ProtectedMode=0 line from your mms.cfg and try one of the following:

Uninstall RealPlayer from Start > Control Panel > Programs and Features

OR, to test this temporarily without uninstalling:

1.       Kill the process “realsched.exe”

2.       Disable the firefox extension “RealPlayer Browser Record Plugin”

3.       Restart firefox.

Thanks!

3 replies

jeromiec83223024
jeromiec83223024
Inspiring
June 13, 2012

Thanks again for all the feedback on this issue.  I'm locking this thread, as the issue for Boston_Kiwi is resolved.

There's a troubleshoting guide for Protected Mode here that will help you work through the issues we've identified since the release of Flash Player 11.3:

http://forums.adobe.com/thread/1018071?tstart=0

We continue to track a relatively infrequent crash that occurs when specific flash content is loaded in lots of simultaneous tabs, and a silent crash that's occasionally being logged by Firefox when tabs are closed or the browser is restarted.  We are working diligently with Mozilla to debug and fix these issues.

If you're continuing to encounter problems with Protected Mode after working through the troubleshooting steps above, please open a new discussion so that we can work with you to most effectively collect and track information relevant to the problem you're encountering.

B
Boston_KiwiAuthor
Participating Frequently
June 11, 2012

After looking up a couple of other threads, I checked and updated Java.

In the process, Firefox also updated to Version 13.0. I'm not sure if that may have been causing some of the problem?

chris.campbell
chris.campbell
Legend
June 11, 2012

After testing the protect mode change, you might want to consider resetting Firefox.

http://support.mozilla.org/en-US/kb/reset-firefox-easily-fix-most-problems

B
Boston_KiwiAuthor
Participating Frequently
June 11, 2012

I have reset Firefox as suggested.

chris.campbell
chris.campbell
Legend
June 11, 2012

Thanks for the detailed report.  Could you try a quick test for me?  I'd like to see if protected mode is interfering in your case, once tested, please revert your changes.

How do I disable Flash Player's protected mode for Firefox?

Thanks,

Chris

B
Boston_KiwiAuthor
Participating Frequently
June 11, 2012

When I look in the mms.cfg file it only has the following 2 lines;

AutoUpdateDisable=0

SilentAutoUpdateEnable=1

Should I add the line "ProtectedMode = 0"?

chris.campbell
chris.campbell
Legend
June 11, 2012

Yes, please add that.  Check to see if that makes a difference (you'll probably have to restart the browser), then remove it once completed.

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