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Online Videos (netflix and youtube not working)

Anonymous
2015-06-12T08:11:53+00:00

Hi there.

I just got the Surface 3 and I really like it, but I am having problems playing videos on the internet. 

I downloaded the Netflix app, and the videos are not playing at the correct speed and they do not have sound, the same thing with youtube. My computer says that it is running the html5 thing that people talk about.

I don't know what else to say, it just seems like these things should work properly.

Can someone please help?

Thank you!

Windows for home | Previous Windows versions | Music, photos, and video

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  1. Anonymous
    2015-06-13T03:53:44+00:00

    Hello Elizabeth,

    Thank you for providing us the opportunity to assist you.

    As per the issue description you are unable to play online videos from Netflix and YouTube app. It would be much appreciated if you could provide us some more information.

    1. Are you able to play YouTube and Netflix online from web browser?
    2. Are you getting any error message/code while playing videos?
    3. Was it working fine or facing issue since installing the app?

    I would suggest you to check below mentioned steps and see if it helps you to fix the issue in any ways.

    Method 1

    Try to run the app troubleshooter from the link provided below and if it doesn't help you to fix the issue then try other steps mentioned in the same article.

    **Troubleshooting problems with an app**

    Method 2

    If you are using **** a proxy connection, then try disabling proxy and then see if issue persist.

    Follow the steps to disable proxy:

    1. Open Internet Explorer
    2. Click the Tools button, and then click Internet Options
    3. Click the Connections tab, and then click LAN settings
    4. Uncheck the Use Proxy server.
    5. Click Apply and Ok to save changes.

    Method 3

    If issue still persist, I would suggest you to try the steps mentioned below and see if it works for you.

    Step 1

    **Make sure User Account Control (UAC) is enabled.**Press the Windows key + W and in the search box type "UAC" and on the right, select Settings.

    Select Change User Account Control settings and verify here.

    Step 2

    Check the Date & Time Zone is correct:

    Follow these steps to change the time.

    1. Double Click on the current time on the bottom right hand corner of your screen.
    2. Then click Change date and time settings, then click the Change time zone button
    3. Select your time zone and tick automatically adjust clock for daylight saving time and press OK
    4. Then press Apply, and OK.

    Hope this would help. If issue still persists post back with current status of your computer and result of the proposed suggestion, we will be happy to assist you.

    Regards,

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