cannot play cnn go videos on my brand new computer with windows 10 using google chrome.

Hi,

The issue that you’ve encountered can be caused by an incompatibility of the website to a browser that’s being used or proper configuration settings is needed to be made. To isolate this concern, we’d like to ask the follow questions:

• Does the issue only occur with a specific website where you’re trying to play videos?
• Have you encountered an error message? If yes, kindly provide us a screenshot.
• Have you tried accessing different websites that you can play videos on it using the same browser? How did it go?

In the meantime, we suggest that you try using another browser, like Edge or Internet Explorer and see the result.

We’ll wait for your response.

Hi and thank you so much for answering. 

- The issue only has occurred so far with CNN GO videos.  It may involve more, but so far, just this one type of video on this one site.

- The error  message is gone now, but basically says for me to enable flash.  Will get a screenshot the next time it happens and I am able to catch it.

- I can play lots of other videos from CNN that are not specifically CNN GO on my Google Chrome browser.

- Have not been able to check if Microsoft Edge will work with CNN GO videos yet but when one appears, and I am quick enough to see,  I will attempt to see it on that browser.

Again,this is just one type of video, through CNN GO, that wants me to enable flash. 

I am able to play aol backgammon and a message comes up saying they want to use flash and is that okay. I say yes and then they connect and the game begins.   So, I do have flash enabled and it plays here just fine on aol backgammon.

This is a brand new computer and I reported this immediately when it occurred and I was unable to fix it myself, so I don't know yet if any more problems will occur other than with CNN GO.  

I think CNN wants some other setting changed and I cannot figure out what one to change because it works on aol just fine.

Thanks so much for helping.

Sandra

Based on what you’ve mentioned the issue has occurred with a specific type of video, and you’re able to play an online game that requires the flash to be enabled, then that worked. Having said that, we recommend that you provide us an update as soon as you’ve already tried playing the same video on CNN Go Videos using another browser so we can isolate this concern further.

We hope to hear from you soon.

Hi again,

This morning CNN had a news video on CNN GO and I took a screen shot using Google Chrome:

Then I opened Microsoft Edge browser and got a small  size of the same thing and took a screen shot:

The video played but was only offered to me for a few minutes and said I had to enable flash to continue to see the CNN GO videos offered there on Edge:

I took a screen shot of Edge telling me:

and then I signed into xfinity and got the video (small size) and suppose could enlarge it.

I enlarged the small video on Edge and could see the CNN GO video full page.

On Google Chrome, I was not given the choice to sign in with my xfinity account but instead it just says to enable flash.  That is the problem on Chrome I cannot solve . 

Thanks so much for helping me with this.

Sandra

When I left Edge to write to you on Chrome and went back to Edge, a message to enable flash came up and so the CNN GO video is now unavailable to me on Edge.

We appreciate all the additional information that you’ve provided. At that you’ve used the browser where you’ve encountered the error, we’d like to know if you’ve tried installing the latest version of Flash. If you haven’t done it yet, please try to update it so it will be compatible already with the browser that you’re having issues with.

Then, using the Edge browser, we’d like to confirm if the Flash Player has been enabled. Please try to check it under Advanced settings and turn the slider on, to have it enabled.

For any results, just send us a reply.

 After a long involved back and forth, I found the answers:

https://helpx.adobe.com/flash-player/kb/flash-player-issues-windows-10-edge.html for Edge browser.  Works now for me.  Don't know how I found this!!!

For Chrome browser, went to Settings Advanced Content Flash and then copied the url for cnngo and said allow.

After that, had to sign in to my isp which is xfinity with my personal account info and password and they connected me....on Chrome and on Edge. 

So all is well.  Long involved process and stumbled upon solution!  Thanks!  Took me a while of searching and searching!!!!!

Sandra

ps all flash was up to date already and all was enabled.  But, what was not set in place was a specific url  specifically stating ALLOWED. and then I had to sign in with my isp with personal account info and password on Chrome.  Edge was the link I sent earlier.

Thanks.  

Happy New Year

Sandra