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
    2017-09-22T02:33:28+00:00

    Hi Barb,

    Thank you for responding. I live in Canada and we have physical Microsoft stores too, but not very close to my home. However, if I can get to one, I will take the Surface in.

     I junked my Surface 3 for something that actually works. I f you are smart you will do the same.

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  2. Anonymous
    2017-09-22T02:57:14+00:00

    Thank you for your sympathetic response, Nancy. I'm glad you're happy with your new Dell and will keep the model in mind, in case. I don't think I'm up to uninstalling drivers and think I can manage without videos--I'll watch them on another computer--but I hope not too much more goes wrong. It makes you wonder about the quality of Microsoft products when their employees don't know about problems so many people seem to have.

    it's not at all hard to uninstall the driver -- and it's probably what they will do at a MS store. But it's a temporary fix and sooner or later the problem will reoccur. In order to uninstall 

    1. hold down the Start key and the X key at the same time
    2. a list of  topics will pop up on your left screen
    3. select Device Manager
    4. this produces a list of devices - you want the one that says "Sound, video, game controllers"
    5. this gives you two choices - you want the one that says "Real Tek Audio"
    6. a window opens with three tabs - it will tell you the driver is working properly. Hah!
    7. Select the tab that says "Driver"
    8. at the bottom of that window, it will give you the option to Uninstall - select that and then hit OK

    Close the windows and restart the Surface 3 -- it will reinstall the driver and all should be well - for awhile.

    DO NOT DELETE the driver - just uninstall.

    Good luck.

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  3. Anonymous
    2017-09-24T03:39:56+00:00

    Yes this will get your videos playing again.

        I have been deleting the driver and restarting on Surface 3 for almost 2 years now. Sometimes the video playing will work for weeks and other times only a day to two.  I am convinced that this is a driver issue but Microsoft or the company that wrote the driver for their chip won't acknowledge it or fix it. They choose to ignore the obvious problem here.

    Hey MS are you paying attention?

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