Error message when you use Silverlight 2 for Mac and visit a third-party Web site: "The Plug-in failed to load"

Symptoms

You use Microsoft Silverlight 2 for Mac. When you try to view content that is located on a third-party Web site, you receive the following error message:
The plug-in failed to load.

Cause

This problem may occur if the installation of Silverlight 2 for Mac did not fully finish.

Resolution

To resolve this problem, follow these steps.
Note In some cases, this problem may be system-specific and may require the help of Apple Technical Support.

Step 1: Make sure that the Silverlight 2 for Mac installation finished

  1. Visit the following Web site: If you are not prompted to install an update, the Silverlight 2 for Mac installation finished.

    If you are prompted to install an update, follow the steps to complete the installation. After the installation of the update is complete, restart your Mac.
  2. Visit the third-party Web site where you experienced the problem that is mentioned in the "Symptoms" section.
    • If the problem is resolved, you are finished.
    • If the problem still occurs, go to step 2.

Step 2: Remove and reinstall Silverlight 2 for Mac

Note Before you follow these steps, make sure that you exit all programs that are running. This includes all programs that are minimized to the Dock.

To remove Silverlight 2 for Mac, follow these steps:
  1. Open your Mac HD.
  2. Open Library.
  3. Open Internet Plug-ins.
  4. Drag Silverlight.plugin to the Trash.
  5. Check your Trash to make sure that it contains nothing that you want to keep. Then, empty your trash.
  6. Restart your Mac.
To manually install Silverlight 2 for Mac, follow these steps:
  1. Start your Web browser, and then visit the following Web site:
  2. Under Install Silverlight and next to Silverlight 2, click Mac Runtime, and then save the download to your desktop.

    Important If Silverlight 2 for Mac installation starts automatically, exit the installation.
  3. Mount the Silverlight image that was downloaded to your desktop.
  4. Press and hold CTRL while you click the Silverlight.2.0.pkg file.
  5. Click Show Package Contents.
  6. Open Contents.
  7. Copy the Archive.pax.gz file to your desktop.
  8. Press and hold CTRL, and then click the Archive.pax.gz file that you copied to your desktop.
  9. Click Open With, and then select BOMArchiveHelper.app.

    A folder named Library should be extracted to your desktop.
  10. Open the Internet Plug-ins folder.
  11. Copy the Silverlight.plugin to the following folder:
    Hard Drive: Library: Internet Plug-ins
  12. Restart your Mac.
  13. Visit the following Web site: If you are prompted to install an update, follow the steps to complete the installation.
  14. After the installation of the update is complete, restart your Mac.
  15. Visit the following Web site, and then click Showcase:If you can view this page without being prompted to install Silverlight, Silverlight was installed successfully.
  16. Visit the third-party Web site where you experienced the problem that is mentioned in the "Symptoms" section.
    • If the problem is resolved, you are finished.
    • If the problem still occurs, go to step 3.

Step 3: Create a new Mac user

To create a new Mac user, follow these steps:
  1. Open System Preferences.
  2. Open Account.
  3. In the lower-left part of the New Account window, expand the plus sign (+).
  4. Type Test in the User name box. Leave the Password box blank.
  5. Click to select the Allow User to Administer this computer check box.
  6. Click Create Account.
  7. Log off from your original account, and then log on to the Test account.
  8. Visit the following Web site, and then click Showcase: If you can view this page without being prompted to install Silverlight, Silverlight is installed successfully.
  9. Visit the third-party Web site where you experienced the problem that is mentioned in the "Symptoms" section.

    If the problem is resolved when you are logged on as the new user, contact Apple Technical Support to determine why you cannot use Silverlight 2 for Mac when you are logged on by using your original user account.
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Article ID: 970289 - Last Review: Sep 22, 2011 - Revision: 1

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