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
    2017-06-12T21:51:56+00:00

    We suggest that you keep in touch with our Answer Desk support for further assistance. Check this link here.

    Regards.

    as I have stated umpteen times, the Answer Desk would be happy to help me for a fee, because my Surface 3 is out of warranty. Despite the fact that MS never solved the problem for me while it was IN warranty.

    Nancy Wyman

     They are useless. Like everything else about Microsoft.

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  2. Anonymous
    2017-06-19T13:04:12+00:00

    I have had my Surface three replaced four times now with this problem. Starts not downloading video then problem escalates to a total shut down.

    Just had problem again on latest replacement. I am just about to give up!

    Garrie Bennett

    Just about to give up? I gave up long ago. The supposed latest fix was a software repair tool. That did nothing as well. Microsoft won't admit they just made some lemon tablets. Never get another one.

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  3. Anonymous
    2017-09-09T02:40:01+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.

    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.

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