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Troubleshoot issues running Netflix streaming video in Internet Explorer

Summary
Watching Netflix streaming media using Internet Explorer requires that you install Microsoft Silverlight. At times you may see issues when watching Netflix streaming media or installing Silverlight. You may experience one or more of the following issues:
  • You may be prompted to install Silverlight even though Silverlight is already installed
  • You may be unable to view streaming media from Netflix 
  • You may be unable to install or uninstall Silverlight

The most common issue is that you’re not running the latest version of Silverlight and you may be using a 64-bit version of Windows or Internet Explorer, or your installation of Silverlight has become corrupt.
Resolution

First Step:

The very first thing to do is to make sure you’re running the most current version of Silverlight. To do this, follow these steps:
  1. Click Start and type Silverlight in the Search box, and then click Microsoft Silverlight from the list of programs

    For Windows XP users, click Start, All Programs, and then click Microsoft Silverlight
  2. On the About tab, see the version number listed beside the Silverlight logo
  3. The version should be 5.0.61118.0 or higher
If the installed version is not version 5.0.61118.0 or higher, install the latest version from the link below:

If you try to install Silverlight and there are errors during the install, your current installation may be corrupt and you may need to clean the corrupt uninstall. To do this automatically, click the Fix it button below and follow the instructions:



If you want to fix this issue yourself, follow the steps at the bottom of the following KB article:

If you have the correct version of Silverlight installed, and you are still having issues, try these troubleshooting steps to correct any issues:

Logging on as an Administrator can allow Silverlight to function properly. To do this, follow these steps:
  1.  Close all open Internet Explorer windows including this window

    Note: You may want to print the following steps.
  2. Click Start, click Programs and right-click Internet Explorer and click Run as Administrator

    Note: Do not click Internet Explorer (64-bit).
  3. Select Allow if prompted
  4. Test Netflix with Silverlight to see if the issue is resolved
To check the Time and Date, and then adjust if needed, follow these steps:
  1. Right-click the clock in the bottom right-hand corner of the task bar
  2. Click Change date and time

    Note: For Windows XP users, click Adjust Date/Time
  3. Set the correct Time and Date and click OK

    Note: For Windows XP, click Apply
  4. Test Netflix with Silverlight to see if the issue is resolved

Turn on InPrivate Browsing to see if this resolves the issue. To do this, follow these steps:
  1. Click the Safety button, and then click InPrivate Browsing
  2. Open a new tab, and then, on the new tab page, click Open an InPrivate Browsing window
  3. Press Ctrl+Shift+P
  4. Test Netflix with Silverlight to see if the issue is resolved
Adding Netflix to your trusted sites may resolve the issue. To do this, follow these steps:
  1. In Internet Explorer, click the Tools button or click the Tools menu option and click Internet Options
  2. Select the Security tab
  3. Click Trusted Sites then select the Sites button
  4. Uncheck Require server verification
  5. Delete anything related to Netflix in the Website field
  6. Type *.netflix.com in the Add this website to the zone field
  7. Click the Add button and then click Close
  8. Test Netflix with Silverlight to see if the issue is resolved
Ensure that Application Storage is enabled. To do this, follow these steps:
  1. Click the Start button and type Silverlight in the Search box
  2. Click Microsoft Silverlight from the list of programs
  3. Click the Application Storage tab 
  4. Make sure Enable Application Storage box is checked
  5. Test Netflix with Silverlight to see if the issue is resolved
Clear the Silverlight temporary files on Windows 7 and Windows Vista. To do this, follow these steps:
  1. Close all open Internet Explorer windows including this window

    Note: You may want to print the following steps.
     
  2. Click Start then select Computer
  3. Open the C: drive (it may also say Local Disk (C:)), open the Users Folder
  4. Open the folder that matches your username (this will not be "Administrator" or "Default User")
  5. Open the AppData folder
  6. Open the LocalLow folder

    Note: If you do not see the AppData folder, you need to enable hidden files and folders. To do this, follow these steps:

    Click the Organize menu at the top of the window, select Folder and Search Options, click View tab, select the option to Show Hidden Files and Folders, and then click OK.

    Note: If you enable Show Hidden Files and Folders, make sure to change back to Do Not Show Hidden Files and Folders.
  7. Open the Microsoft folder.
  8. Open the Silverlight folder.
  9. Right Click on the is folder and select Delete.
  10. Test Netflix with Silverlight to see if the issue is resolved 
Clear the Silverlight temporary files on Windows XP. To do this, follow these steps:
  1. Close all open Internet Explorer windows including this window

    Note: You may want to print the following steps.
  2. Press and hold the Windows key and tap the letter R on the keyboard at the same time. This displays the Run window
  3. Type %userprofile% and select OK
  4. Open the Local Settings folder

    Note: If you do not see the Local Settings folder, you may need to enable hidden files and folders: To do this, follow these steps:

    Click Tools, click Folder Options, click the View tab, select the option to Show Hidden Files and Folders, and then click OK and open the Local Settings folder.

    Note: If you enable Show Hidden Files and Folders, make sure to change back to Do Not Show Hidden Files and Folders.
  5. Open the Application Data folder
  6. Open the Microsoft folder
  7. Open the Silverlight folder
  8. Right-click on the is folder and choose Delete
  9. Test Netflix with Silverlight to see if the issue is resolved.

Click the link below and follow the steps in the Knowledge Base article to remove and then reinstall Silverlight:

http://support.microsoft.com/kb/2608523


Need more help?

Get help from the Microsoft Community online community, search for more information on Microsoft Support or Windows Help and How To, or learn more about Assisted Support options.

To get help from Netflix, see https://contactus.netflix.com/contactus


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Article ID: 2710013 - Last Review: 10/03/2012 12:19:00 - Revision: 6.1

  • KB2710013
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