This browser is no longer supported.
Upgrade to Microsoft Edge to take advantage of the latest features, security updates, and technical support.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(128, 8%, 22%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EA%3C/text%3E%3C/svg%3E)
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?
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
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 :)
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
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
Hello Kim,
Have you check if all updates are successfully installed? If not, please heck thislink.Also, are you getting any error messages?
Regards.
Hi Kim,
We suggest you to try these troubleshooting steps:
- Go to the gear up top in Explorer.
- Go down to Windows options.
- When it opens, click on Advance tab.
- Check Software rendering
- Videos should now play in Edge and Internet Explorer.
For Surface sound and audio accessories, this **article**will help you. Let us know how it goes.
Regards.
That doesn't work either.
