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why do I get this message: We’re sorry, an error has occurred when playing video (video format is not supported).?

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  • Balasan terakhir oleh cor-el

cglase
cglase
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Every time I try to view a video from MSN.com, I get the below error. Looking at the page with Internet Explorer I can view the videos perfectly. What's wrong with Firefox? I'm running 54.0.1 of FF.

Every time I try to view a video from MSN.com, I get the below error. Looking at the page with Internet Explorer I can view the videos perfectly. What's wrong with Firefox? I'm running 54.0.1 of FF.

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cor-el
cor-el
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If you use extensions ("3-bar" menu button or Tools -> Add-ons -> Extensions) that can block (wanted) content (e.g. Adblock Plus, NoScript, Ghostery, uBlock Origin) always make sure such extensions do not block (wanted) content.

  • make sure your extensions and filters are updated to the latest version

You can try these steps in case of issues with web pages:

You can reload web page(s) and bypass the cache to refresh possibly outdated or corrupted files.

  • hold down the Shift key and left-click the Reload button
  • press "Ctrl + F5" or press "Ctrl + Shift + R" (Windows,Linux)
  • press "Command + Shift + R" (Mac)

Clear the cache and remove the cookies from websites that cause problems via the "3-bar" Firefox menu button (Options/Preferences).

"Clear the cache":

  • Options/Preferences -> Advanced -> Network -> Cached Web Content: "Clear Now"

"Remove the cookies" from websites that cause problems.

  • Options/Preferences -> Privacy -> "Use custom settings for history" -> Cookies: "Show Cookies"

Start Firefox in Safe Mode to check if one of the extensions ("3-bar" menu button or Tools -> Add-ons -> Extensions) or if hardware acceleration is causing the problem.

  • switch to the DEFAULT theme: "3-bar" menu button or Tools -> Add-ons -> Appearance
  • do NOT click the "Refresh Firefox" button on the Safe Mode start window