Surface 3 isn't playing videos

Anonymous
2015-10-16T16:46:04+00:00

I just received my surface 3 about a week or two. Since then, I've been able to play videos without any problems. Until a few day ago I've noticed that the videos won't play on sites like YouTube, tumblr. If I click on a link, the video will begin to load, and then player will turn black and an error message will display. I havent done any updates recently or installed anything that might be messing with the videos. So I don't know if anyone else has had this issue and may know a way to solve it?

Surface | Other

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Anonymous
2015-10-29T13:38:05+00:00

Hi, Clare'

I've been using Microsoft edge and I have tested to see if the videos would play on browsers such as internet explorer nd I was having this issue. I have since done a few updates on my computer and the issue has been resolved. Thank for replying though :)

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Anonymous
2015-12-15T17:52:29+00:00

Hi lynnoliver2228#

Thanks for stopping by the Surface forums!

With a new device the best first step is to ensure you have all the latest updates.  See here.

Assuming you are using the Netflix app you may also consider checking Windows Store to see if you have any apps, i.e. Netflix, have updates available.

If watching videos in the browser, please let us know which one.

Let us know,

Josh

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  1. Anonymous
    2017-03-07T20:55:31+00:00

    Change your  audio from Realtek to Intel.

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  2. Anonymous
    2017-03-06T16:28:14+00:00

    Hi Rizza,

    I did run the check to see if everything is current from the web link you provided. Yes all updates have been in stalled. I have the auto update feature enabled as well. This has been working as I periodically see messages that an update has been downloaded and needs a reboot to complete.

    With that checked and verified but still having the video playing issue that stops it from playing I am wondering what Microsoft or RealTec is doing to find a solution. Are there settings that need to be changed to improve the reliability? I saw one mentioned in this thread to turn off disabling the audio driver when the battery is low. I have done that but still have the problem.

    Is there a log file or some other means to capture this problem and generate a trace that can be sent to Microsoft for analysis?  It is an odd problem in that sometimes video playing works for weeks and other times it will stop within hours of resetting the driver. The only way I have been able to clear the problem is to delete the driver (but not remove from hard drive) and reboot the Surface 3. This reinstalls the driver but clears out whatever persistent data it retains allowing it to work again.

    I have been following this issue for months and see many folks have this issue. I also believe there are many that have not seen the issue and are watching videos. What are the differences between their systems and mine? Have they not run the Windows 10 updates or not updated the driver? Have a different version of hardware?

    Chuck

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  3. Anonymous
    2017-02-26T21:17:03+00:00

    Hello Kim,

    Have you check if all updates are successfully installed? If not, please heck thislink.Also, are you getting any error messages?

    Regards.

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