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

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.

0 comments
Answer accepted by question author
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 :)

Was this answer helpful?

10+ people found this answer helpful.
0 comments
Answer accepted by question author
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

Was this answer helpful?

2 people found this answer helpful.
0 comments

114 additional answers

Sort by: Newest
Most helpful Newest Oldest
  1. Anonymous
    2017-09-20T21:50:33+00:00

    you are lucky it worked well for nine months. I loved my Surface 3 in general, but lost the video/audio thing early on. Had to do the uninstall/reinstall the driver for it to work and that had to be done more than once a day for the most part. After a year or so, the same thing started to happen with the network adapter driver.

    I struggled with it for almost three years - and two weeks ago, in frustration, I ordered a Dell XPS 13. Cost a bit more but I cannot tell you how happy I am with it. Was going to go with a newer Surface model, such as the laptop or Pro, but hesitated to spend the money when the MS sales person told me he was unaware of a problem with the drivers on the Surface 3.

    Good luck - you can live with it, but it gets old fast. Look at some of the earlier posts in this thread to find out how to do the driver uninstall.

    Nancy Wyman

    Was this answer helpful?

    0 comments
  2. Anonymous
    2017-09-20T20:45:31+00:00

    My Surface 3 is about 9 months old. It used to play videos reliably, then intermittently, now it won't play them at all. It gets updates automatically so I assume it has the latest ones. Can anyone suggest anything an unsophisticated computer user might try to get them going again? I appreciate any help. (Tried the Virtual Adviser, which led nowhere and suggested I might be able to speak to a person in 932 minutes.)

    Was this answer helpful?

    0 comments
  3. Anonymous
    2017-09-09T03:58:02+00:00

    Yes I have done this uninstall driver for the audio (Realtek) and it corrects the problem for a while. Usually good for a few weeks. When it stops I go through the steps again. Here is what I do.

    What I did to correct the problem was to go to the device drivers and uninstall the Realtek I2S Audio Codec driver. You can do this by going to the Device manager (typing this in the Windows search will get you there). In the Device Manager window near the bottom of the list expand the "Sound, video and game controllers" line. This will reveal the Realtek I2S Codec driver.

    -- Right click on the Realtek I2S Codec line to bring up the options menu. Select "Properties". This will open up a new window with the driver information. The Device Status box will likely say the driver is working properly. Ignore this.

    -- Then select the tab "Driver". There you will see the driver date and version. Mine is 2/13/2015 and version 6.2.9600.527.

    -- If you have an older driver you can update it with the update button.

    -- If you have the current driver, select the "Uninstall".

    -- DO NOT check the "Delete the driver software for this device". We want to use it when we reboot.

    -- Then click OK

    -- Then OK the driver information window.

    -- Now restart your Surface 3. This will reinstall the driver that we left on your hard drive.

    -- Open up your browser and check to see if the YouTube videos play now.  -- Mine do.

    Have done all this, many, many time. Sometimes twice or more a day. Solved the problem by chucking the thing and getting a Dell XPS 13 laptop, which so far, is behaving itself very nicely.

    The final straw came when the network adaptor driver on the Surface  started to require reinstallation. Enough is enough I say.

    As a little side note on this. I have had to do this 4 months ago as well to get the videos to play. I am sure there is a bug in the driver but it is not being addressed or fixed by Realtek that I know of.

    Was this answer helpful?

    0 comments