Shockwave player crashes on Dell computer in Firefox.

Question

Here is the problem. I just got a new Dell computer, put Firefox on it and then installed the Shockwave Player. Unfortunately it crashes on some web site's video. I have the same set up on an HP computer that I have used for the past few years and it runs just fine. Both the Dell and the HP are running Windows 10. I was looking at the test videos and it appears that the Shockwave Player is working fine for HTML5 video but not for non-HTML5 video on the Dell computer. Since everything appears to be the same on both computers I am puzzled as to why it won't work on the Dell computer. Incidentally, all video plays just fine on the Microsoft Edge browser on the Dell computer. So this confuses me even more. Is it a problem with the Dell Computer? Is it a problem with Firefox? Is it a problem with Shockwave Flash? Is it some combination of all three? Thank you in advance for any assistance you can offer.

jeromiec83223024 · Answer

It's almost always graphics drivers. Try disabling hardware acceleration. Instructions are in the troubleshooting guide below.

Please work through the video troubleshooting guide.

https://helpx.adobe.com/flash-player/kb/video-playback-issues.html

If the problem goes away with hardware disabled, then you should check to see if there are newer drivers available. If not, you'll need to keep hardware acceleration disabled until a fix does become available. If that's the case, reporting the issue along with consistent instructions on how to reproduce the crash to Dell might help speed things along.

If you're still stuck, please follow the directions in the guide on providing the dxdiag report and additional information about what you tested and saw.

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