Video only plays when the mouse is moving

Report · Oct 13, 2012

I have all of the latest updates, and have also unchecked hardware acceleration in player. The video will continue after I move the mouse, but the situation happens all over again until I move my mouse. This happens on all browers, and it makes it impossible to enjoy watching a video having to move the mouse every minute or less to get video to continue playing... PLEASE help. Thanks. I should add this is not just on youtube which hasn't worked for months. This is all video.

Report · Oct 15, 2012

I updated the title to more accurately reflect what's happening.

This is odd, and seems unique to your configuration. I'm definitely not hearing about this issue in high volumes. The fact that it only happens when your machine is seeing user input is super interesting though. Does typing have the same effect?

If you're in Firefox, please do the following:

In the address bar, type "about:support" Copy everything and paste it into a reply here.

Do the same for about:plugins

Without details, I can only point you to the video troubleshooting guide:

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

Does this happen in all browsers? Chrome, Internet Explorer and Firefox all use different variants of Flash Player. It's an interesting data point.

Report · Feb 20, 2013

I am having the *exact* same problems.

In player stats for the last video I watched (380p resolution on a 6Mbps wimax (extended range wifi) connection):

timestamp seconds 229.207

640x360, 546 average kbps, 100% volume

TagStreamPlayer, HTTP, 2471 kbps

10 stage fps, 30 video fps, 1185 dropped, 0 kbps

software video rendering, accelerated video decoding

NaN db, 1 audio factor

About:Support (found under about:about)

Browser:

Firefox version 18.0.2

Enabled Extensions:

Norton Vulnerability Protection - 11.1.1.5 - 3

Important Modified Preferences:

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Vendor ID - 0x1002

WebGL Renderer - Google Inc. -- ANGLE (ATI Radeon HD 4800 Series)

AzureCanvasBackend - direct2d

AzureContentBackend - direct2d

AzureFallbackCanvasBackend - cairo

About:Plugins

Google Update (x86) version 1.3.21.135

Shockwave Flash (x64) version 11.5.502.149

Windows 7 Home Premium, Service pack 1 (6.1.7601, HAL 6.1.7601.17514)

Intel Core i7 processor 920 @ 2.67GHz

System RAM - 6GB

OS - 64 bit

ZoneAlarm Firewall version: 11.0.000.057 (running machine process)

Norton AV version 20.2.1.22 (running machine process)

iCloud version 2.1.1 (running machine process)

iTunes version 11.0.1.12 (non-running/disabled machine process)

Report · Feb 21, 2013

Can you please give me a link to a video that reproduces the problem, and tell me what version of Flash Player you're running?

If the video is flash-based, you should be able to right-click and see the version in the context menu.

[Edit] Sorry, I saw it after I hit send.

Please download the latest version of Flash Player (11.6.602.168 as of today) first, and see if the problem persists.

Also, can you confirm whether or not Hardware Acceleration is checked on your machine? (Right-Click the Flash content, click Settings, click the Left-Most tab. If Use Hardware Acceleration is checked, uncheck it and see if the issue goes away.)

This isn't a widespread issue, or we'd be innundated with complaints. Something funky is happening, but I'm not sure what yet.

Do you see the same behavior in other browsers as well? (IE, Chrome)

If you're seeing the same behavior across all browsers, there is a set of newer graphics drivers available for your machine. I'd recommend upgrading to the latest drivers to see if the issue persists.

http://support.amd.com/us/gpudownload/windows/Legacy/Pages/legacy-radeonaiw-vista64.aspx?type=2.4.1&...

Report · Feb 21, 2013

Flash version that I have now is 11.6.602.168 and after having seen that my drivers were older, I downloaded and installed the newest ones (Catalyst version 13.1)

Problem still occurs. Hardware acceleration option is enabled. via that check box.

Here's the Youtube video I was watching before;

www.youtube.com/watch?v=nw0gjw1XIIk

It still happens on that video and most other videos I watch.

I get the same problem in IE (version 9.0.13) but not as bad. I noticed the a difference in that IE doesn't load the side adds like Firefox does. It seems to be at its worse when a moving (flash based?) advertisment loads at the right of the video at the same time the an in-video ad loads. If I close the in video add, the video goes to the loading stage then hangs until I put my mouse cursor over top the video playback area itself and move the cursor back and forth. I don't have to go crazy, just keep the cursor in motion. When I do that, playback is smooth. No dropped frames, no cache/loading problems. Once I stop, the video immediately freezes again.

Report · Feb 21, 2013

Does this happen with Hardware Acceleration unchecked?

Report · Feb 21, 2013

Yes.

Report · Feb 21, 2013

I was poking around, and it looks like Youtube only has hardware acceleration enabled for Chrome Pepper. You can confirm by right-clicking the video and choosing video info.

As a temporary workaround, you might want to give Chrome a shot. The hardware rendering path is significantly different.

I'll try and track down a machine with a similar graphics chipset and see if I can reproduce the problem there, but it's definitely not something we're seeing in lab conditions.

Report · May 06, 2013

Hi,

I have exactly the same problem.... I can't watch anything unless I keep moving my mouse.... SOOOOO annoying!

I've pasted all the details from "about:support" and "about:pluggins" below.

Any advice gratefully received!

Thanks

Vicky

Application Basics

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user.js Preferences

Your profile folder contains a user.js file, which includes preferences that were not created by Firefox.

Graphics

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Adapter Drivers	igdumd64 igd10umd64 igdumdx32 igd10umd32
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JavaScript

Incremental GC	true

Accessibility

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Library Versions

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about:pluggins:

Shockwave Flash

File: NPSWF32_11_6_602_180.dll

Version: 11.6.602.180

Shockwave Flash 11.6 r602

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Amazon MP3 Downloader Plugin 1.0.17

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Amazon MP3 Downloader Plugin

Adobe Acrobat

File: nppdf32.dll

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Adobe Acrobat

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Report · May 06, 2013

@27Vicky - Could you please update your version of Flash Player to our latest release found here: http://get.adobe.com/flashplayer. Once installed, please visit the Flash Player Version page and verify that you are using version 11.7.700.169.

Report · May 07, 2013

OK, I am using version 11.7.700.169 now but still have the same problem.

Report · May 07, 2013

Ok, next test, what happens if you temporarily disable protected mode (see the bottom of this faq):

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

Report · May 10, 2013

OK, I've disabled proteced mode, makes no difference. I also tried the other suggestions on the FAQ sheet, including setting up a new windows account to test a "clean" profile etc... still get the same problem. 😞

Report · May 10, 2013

Thanks for giving those steps a try.

How long has this behavior been occurring for you? Can you temporarily disable all of the extensions you have running (DataMngr, Dizionario italiano, Expat Shield Community Toolbar, My Web Search)? If that still doesn't help, try disabling hardware acceleration.

How do I disable or enable hardware acceleration?

Report · May 15, 2013

Hi Chris,

Disabling the extentions didn't make any difference but disabling hardware acceleration seems to have worked!!!!!!!!!!!! It does still "block" sometimes but I think this is related to internet strength or something else as moving the mouse doesn't make any difference. So THANK YOU for resolving the problem!

The only thing is that I don't know what "hardware acceleration" is so I'm not sure what this means I have done. If you could tell me what it means and any potential consequenses that would be great.

Thanks for your help

Vicky

Report · May 15, 2013

That's great! You might also be able to update your video drivers to a more recent version and then turn hardware acceleration back on. That should offload the work from your CPU to your video card and allow for better system performance.

Windows: how do I update the device driver for my video/display adapter?

Report · Dec 26, 2013

Hi Chris,

I know that this thread is old, but let me add a bit of info here.

I hit the same problem on a laptop I was asked to look at. I haven't heard about anything similar before, so I googled it. After coming here, I tried all the tips and tricks here, but without any success.

Then I checked something else:

The laptop I'm looking at has a switchable graphics; combination of Intel HD 3000 and AMD RadeOn HD 7470M.

By default the laptop "decides" on which graphics it should use for what and attemps to do the switching on the fly. Well it seems, that it's not doing too good a job of this in this case.

After I changed the switching mode to "manual" and then decided on "high performance" (AMD card) the video started to work without any problems at all. So I would suggest that you next time check if users have similar switchable setups on their machines.

For info, my system is Windows 7 64-bit, HP ProBook 4730s

Have a nice Christmas.

Report · Nov 29, 2015

Hello

I know I'm two years late to the party, but I have exactly the same issue on my laptop; videos freeze unless I move the mouse. More details:

It happens in full screen mode only

I have the latest Flash version: 19.0.0.245

Happens on Firefox (38.4.0) and IE (11.0.9600.18097) - both up-to-date

I'm running Windows 7 (SP1, up-to-date)

Laptop is a Dell Latitude E7450 64-bit, with Intel HD Graphics 5500 (driver version 10.18.10.3960)

I have disabled the hardware accelerator and run Firefox in Safe Mode with add-ons disabled

Below my name are the contents of my FF about:support

I don't know what else to try!

Many thanks for your help..

Stephen

Application Basics

Name	Firefox
Version	38.4.0
Build ID	20151027170520
Update History
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Crash Reports for the Last 3 Days

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Extensions

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user.js Preferences

Your profile folder contains a user.js file, which includes preferences that were not created by Firefox.

Important Locked Preferences

Name	Value

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Accessibility

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Library Versions

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Report · Dec 07, 2015

I'd recommend grabbing the most current available drivers for your graphics hardware first, to see if that resolves the problem.

If not, please try disabling hardware acceleration. It's covered in the video troubleshooting guide, here:

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

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.