Details

    • Type: Bug Bug
    • Status: Open
    • Priority: Major Major
    • Resolution: Unresolved
    • Affects Version/s: Phoenix Firestorm 4.4.0, Phoenix Firestorm 4.4.2
    • Component/s: Media
    • Labels:
    • Environment:
    • SL Avatar Name:
      Missy Malaprop
    • Reported In:
      Firestorm 4.4.0.33720‏ SSA Release

      Description

      ****This seems to be a regression! The pasted Environment Info is from the WORKING version, as I deleted the new non-working version off of my system. I can only reproduce this on my 2 OS X 10.8 systems, OS X 10.6 works fine****

      Flash does not work at all. Media... built in web browser... nothing. It will show up for a split second, then a whole page will blank out. Streaming media complains there is no Flash.

      This is only happening in 4.3.1.31155, I reverted back to 4.2.2.29837 and it works fine in the old version.

      I tried reinstalling Flash... i tried on my Geforce and my intel graphics, and i tried with Flash hardware acceleration on and off.

        Issue Links

          Activity

          Hide
          Missy Malaprop added a comment -

          Why was this changed to a support request? I need no support, its a problem in the viewer that needs to be fixed... old version works, new version doesn't... Its a bug in the viewer thats easy to reproduce that is a regression from an older version.

          Show
          Missy Malaprop added a comment - Why was this changed to a support request? I need no support, its a problem in the viewer that needs to be fixed... old version works, new version doesn't... Its a bug in the viewer thats easy to reproduce that is a regression from an older version.
          Hide
          Whirly Fizzle added a comment -

          Heya Missy,

          If web profiles and all media are also broken then this is webkit fail, not just a problem with flash.

          Webkit fail is handled by support as it either a settings misconfiguration or something on your system blocking slplugin.

          On the 4.3.1 release, please can you check that you have Enable plugins, Accept cookies and Enable Javascript enabled under Avatar -> Preferences -> Network and cache.
          If any of these settings are unticked, then tick them, relog and test again.

          You will need to check on the 4.3.1 release as its a seperate settings file.

          If this doesnt work, then please follow the media troubleshooting tips on http://wiki.phoenixviewer.com/fs_media

          If this doesnt work then, do you have any antivirus/firewall/security doftware on your mac? If so, please can you tell me which you use.

          Thanks!

          Show
          Whirly Fizzle added a comment - Heya Missy, If web profiles and all media are also broken then this is webkit fail, not just a problem with flash. Webkit fail is handled by support as it either a settings misconfiguration or something on your system blocking slplugin. On the 4.3.1 release, please can you check that you have Enable plugins, Accept cookies and Enable Javascript enabled under Avatar -> Preferences -> Network and cache. If any of these settings are unticked, then tick them, relog and test again. You will need to check on the 4.3.1 release as its a seperate settings file. If this doesnt work, then please follow the media troubleshooting tips on http://wiki.phoenixviewer.com/fs_media If this doesnt work then, do you have any antivirus/firewall/security doftware on your mac? If so, please can you tell me which you use. Thanks!
          Hide
          Missy Malaprop added a comment -

          All media and web works fine... it only messes up when Flash is being used. You can see a webpage load for a split second then its like it just gets covered up or blanked out.

          I really do not see how it is my system since it only happens in 4.3.1.31155, and going back to the previous version I used it works fine.

          I used the same exact setting between the working 4.2.2.29837 version and the broken 4.3.1.31155. I trashed all my files to try a clean install, and it still happens.
          Plugins are enabled, so are cookies and javascript. I had already gone through the media troubleshooting steps before reporting this.

          I disabled my Sophos Antivirus, and my OS X Firewall with no difference.

          This evening I'll pull out a couple other Macs and try reproducing it on different systems if I can... until then I'm just using 4.2.2.29837 and its working fine.

          Show
          Missy Malaprop added a comment - All media and web works fine... it only messes up when Flash is being used. You can see a webpage load for a split second then its like it just gets covered up or blanked out. I really do not see how it is my system since it only happens in 4.3.1.31155, and going back to the previous version I used it works fine. I used the same exact setting between the working 4.2.2.29837 version and the broken 4.3.1.31155. I trashed all my files to try a clean install, and it still happens. Plugins are enabled, so are cookies and javascript. I had already gone through the media troubleshooting steps before reporting this. I disabled my Sophos Antivirus, and my OS X Firewall with no difference. This evening I'll pull out a couple other Macs and try reproducing it on different systems if I can... until then I'm just using 4.2.2.29837 and its working fine.
          Hide
          Whirly Fizzle added a comment -

          Heya Missy,

          Okay so just to clarify, you cannot use search at all or see web profiles from within the viewer either?
          Are you able to see the login screen image and destination guide widgets or is it a blank screen apart from the login bar?

          Can you try this next please:

          Uninstall version 4.3.1
          Download a fresh copy of 4.3.1
          Disable your Sophos Antivirus, and OS X Firewall
          Install 4.3.1 but do not start the viewer, not even to the login screen
          Then whitelist Firestorms slplugin from 4.3.1 (it is within the viewers install folder) with your antivirus and Firewall software.
          Reenable your Sophos Antivirus, and OS X Firewall
          Launch the viewer and login and see if you are still having problems.

          Antivirus software will see each Slplugin as a seperate instance so it could be blocking the 4.3.1 version but not the 4.2.2 version.

          If this does not work, please can you run a session on 4.3.1 where you reproduce the media fail and then immediately (before relogging) zip up your entire logs folder and attach them to this issue using More Actions -> Attach files.

          Instructions on where to find your logs folder can be found here: http://wiki.phoenixviewer.com/file_a_jira#how_to_give_us_your_logs

          Thanks!

          Show
          Whirly Fizzle added a comment - Heya Missy, Okay so just to clarify, you cannot use search at all or see web profiles from within the viewer either? Are you able to see the login screen image and destination guide widgets or is it a blank screen apart from the login bar? Can you try this next please: Uninstall version 4.3.1 Download a fresh copy of 4.3.1 Disable your Sophos Antivirus, and OS X Firewall Install 4.3.1 but do not start the viewer , not even to the login screen Then whitelist Firestorms slplugin from 4.3.1 (it is within the viewers install folder) with your antivirus and Firewall software. Reenable your Sophos Antivirus, and OS X Firewall Launch the viewer and login and see if you are still having problems. Antivirus software will see each Slplugin as a seperate instance so it could be blocking the 4.3.1 version but not the 4.2.2 version. If this does not work, please can you run a session on 4.3.1 where you reproduce the media fail and then immediately (before relogging) zip up your entire logs folder and attach them to this issue using More Actions -> Attach files. Instructions on where to find your logs folder can be found here: http://wiki.phoenixviewer.com/file_a_jira#how_to_give_us_your_logs Thanks!
          Hide
          Missy Malaprop added a comment -

          that is NOT correct. Search and web profiles work fine... everything works in the Firestorm fine except Adobe Flash.

          If I open an in SL browser window and go to any web page that does NOT have Flash content (like Google.com), it loads up and works fine. If I go to any web page that has flash content visible (like YouTube.com, and I've tried many many sites), I can see the page load for a split second usually, then the entire browser window goes blank and has nothing in it.

          When it comes to streaming media, and media on a prim and such, it works the same way. Streaming audio and video work fine (Quicktime and such), but as soon as its trying to use flash, it either shows me an error about not having flash, or it just turns off my Media and it will not turn back on unless I go to an area not currently trying to use something with Flash.

          I just tested this on a few other Macs. on my OS X 10.6 Machine, there are no issues.. Flash works fine in 4.3.1. I have another machine that has OS X 10.8 on it like my main machine that has never had SL on it at all. I downloaded and installed the latest 4.3.1 and it has the same exact problem... Flash is not working. I am certain this is a bug with 4.3.1 that is affecting at least OS X 10.8.... I do not currently have a 10.7 machine to test.

          Show
          Missy Malaprop added a comment - that is NOT correct. Search and web profiles work fine... everything works in the Firestorm fine except Adobe Flash. If I open an in SL browser window and go to any web page that does NOT have Flash content (like Google.com), it loads up and works fine. If I go to any web page that has flash content visible (like YouTube.com, and I've tried many many sites), I can see the page load for a split second usually, then the entire browser window goes blank and has nothing in it. When it comes to streaming media, and media on a prim and such, it works the same way. Streaming audio and video work fine (Quicktime and such), but as soon as its trying to use flash, it either shows me an error about not having flash, or it just turns off my Media and it will not turn back on unless I go to an area not currently trying to use something with Flash. I just tested this on a few other Macs. on my OS X 10.6 Machine, there are no issues.. Flash works fine in 4.3.1. I have another machine that has OS X 10.8 on it like my main machine that has never had SL on it at all. I downloaded and installed the latest 4.3.1 and it has the same exact problem... Flash is not working. I am certain this is a bug with 4.3.1 that is affecting at least OS X 10.8.... I do not currently have a 10.7 machine to test.
          Hide
          Whirly Fizzle added a comment -

          Thanks for the detailed info Missy.

          Please can we still get your logs as asked for above.

          Can you run a session on 4.3.1 where you reproduce the flash fail and then immediately (before relogging) zip up your entire logs folder and attach them to this issue using More Actions -> Attach files.

          Instructions on where to find your logs folder can be found here: http://wiki.phoenixviewer.com/file_a_jira#how_to_give_us_your_logs

          Please can you also test the affected system with the latest release of Viewer 3 and see if you have the same issue.
          You can download Viewer 3 from: http://secondlife.com/support/downloads/

          Thanks!

          Show
          Whirly Fizzle added a comment - Thanks for the detailed info Missy. Please can we still get your logs as asked for above. Can you run a session on 4.3.1 where you reproduce the flash fail and then immediately (before relogging) zip up your entire logs folder and attach them to this issue using More Actions -> Attach files. Instructions on where to find your logs folder can be found here: http://wiki.phoenixviewer.com/file_a_jira#how_to_give_us_your_logs Please can you also test the affected system with the latest release of Viewer 3 and see if you have the same issue. You can download Viewer 3 from: http://secondlife.com/support/downloads/ Thanks!
          Hide
          Whirly Fizzle added a comment -

          Hi,
          Just checking back in as Ive had no reply from you.
          Any updates on your issue? Are you still needing support help?

          Show
          Whirly Fizzle added a comment - Hi, Just checking back in as Ive had no reply from you. Any updates on your issue? Are you still needing support help?
          Hide
          Missy Malaprop added a comment -

          I'll look at getting the logs... I just had stopped using it and been using 4.2.2 since it works. That won't be possible any more in the future... and I just tested 4.4.0 and it still has the same problem in it, so still needs to be fixed

          Show
          Missy Malaprop added a comment - I'll look at getting the logs... I just had stopped using it and been using 4.2.2 since it works. That won't be possible any more in the future... and I just tested 4.4.0 and it still has the same problem in it, so still needs to be fixed
          Hide
          Missy Malaprop added a comment -

          Logs from FS 4.4. Tried to load google.com, and YouTube.com in built in browser. YouTube.com like all other sites with Flash fails to load anything on screen.

          Show
          Missy Malaprop added a comment - Logs from FS 4.4. Tried to load google.com, and YouTube.com in built in browser. YouTube.com like all other sites with Flash fails to load anything on screen.
          Hide
          Missy Malaprop added a comment - - edited

          I just tested the latest version of LL's viewer and it has the same exact problem.

          going back to Firestorm 4.2.2 and all is working fine... guess I'll stick with it as log as possible then I can't do anything that needs Flash any more...

          Show
          Missy Malaprop added a comment - - edited I just tested the latest version of LL's viewer and it has the same exact problem. going back to Firestorm 4.2.2 and all is working fine... guess I'll stick with it as log as possible then I can't do anything that needs Flash any more...
          Hide
          Missy Malaprop added a comment -

          I hadn't upgraded my OS (including a graphics driver and firmware update) in quite a while, so I finally got around to that, hoping it may fix something... but still nothing. Flash just won't work on newer versions on OS X 10.8

          Show
          Missy Malaprop added a comment - I hadn't upgraded my OS (including a graphics driver and firmware update) in quite a while, so I finally got around to that, hoping it may fix something... but still nothing. Flash just won't work on newer versions on OS X 10.8
          Hide
          Whirly Fizzle added a comment -

          Heya Missy,

          I'm going to unassign myself from this issue so one of our mac support people will pick it up.

          Show
          Whirly Fizzle added a comment - Heya Missy, I'm going to unassign myself from this issue so one of our mac support people will pick it up.
          Hide
          Hatake Kohime added a comment -

          Heya Missy.

          I don't believe it's an issue with 10.8, as YouTube worked perfectly for me when I tested it. There are a couple things that might help clear up the issue for you.

          1) Software update to 10.8.3. I'm not sure if you've run that update yet, but I'd recommend running it for the sake of the security fixes at the very least. It may also be the step that's missing for Flash to work properly.

          2) Double check you have the latest version of Flash. In the event step one didn't work, try visiting Adobe's download for the Flash player again. It's odd that Flash works in 4.2.2 but not 4.3.1 and later, but it may be due to an outdated Flash plugin. You can download it quickly here. http://get.adobe.com/flashplayer/

          3) Simulate a clean install. In the event neither of the previous steps worked, I'll need to have you go into your Finder and rename the Firestorm folders in ~/Library/Application Support and ~/Library/Caches. Don't delete them just yet, as we're only testing for now. The rename doesn't have to be drastic, just something different than the default file name. It can be anything, like a number at the end or something.

          Lemme know if any of those work or don't work, and we can move on from there.

          Show
          Hatake Kohime added a comment - Heya Missy. I don't believe it's an issue with 10.8, as YouTube worked perfectly for me when I tested it. There are a couple things that might help clear up the issue for you. 1) Software update to 10.8.3. I'm not sure if you've run that update yet, but I'd recommend running it for the sake of the security fixes at the very least. It may also be the step that's missing for Flash to work properly. 2) Double check you have the latest version of Flash. In the event step one didn't work, try visiting Adobe's download for the Flash player again. It's odd that Flash works in 4.2.2 but not 4.3.1 and later, but it may be due to an outdated Flash plugin. You can download it quickly here. http://get.adobe.com/flashplayer/ 3) Simulate a clean install. In the event neither of the previous steps worked, I'll need to have you go into your Finder and rename the Firestorm folders in ~/Library/Application Support and ~/Library/Caches. Don't delete them just yet, as we're only testing for now. The rename doesn't have to be drastic, just something different than the default file name. It can be anything, like a number at the end or something. Lemme know if any of those work or don't work, and we can move on from there.
          Hide
          Whirly Fizzle added a comment -

          Heya Missy,

          Someone else reported this same issue on Linden Lab's JIRA at https://jira.secondlife.com/browse/BUG-2589

          Would you mind if I moved this issue over into the FIRE section so its public?
          I referenced your case on the LL JIRA because you had confirmed you had the same problem on Viewer 3.

          Show
          Whirly Fizzle added a comment - Heya Missy, Someone else reported this same issue on Linden Lab's JIRA at https://jira.secondlife.com/browse/BUG-2589 Would you mind if I moved this issue over into the FIRE section so its public? I referenced your case on the LL JIRA because you had confirmed you had the same problem on Viewer 3.
          Hide
          Missy Malaprop added a comment -

          Being public is fine... I hadn't looked for a bug report in LL's Jira, but I did reproduce the issue on their viewer too.

          Hatake, I've already tried all 3 of those and tested on multiple 10.8 machines. I'm actually into software development, including OSX and iOS and know quite a bit about Macs, so I did a ton of troubleshooting before ever reporting the issue.

          Show
          Missy Malaprop added a comment - Being public is fine... I hadn't looked for a bug report in LL's Jira, but I did reproduce the issue on their viewer too. Hatake, I've already tried all 3 of those and tested on multiple 10.8 machines. I'm actually into software development, including OSX and iOS and know quite a bit about Macs, so I did a ton of troubleshooting before ever reporting the issue.
          Hide
          Whirly Fizzle added a comment -

          Moved over to FIRE.
          Thanks Missy

          Show
          Whirly Fizzle added a comment - Moved over to FIRE. Thanks Missy
          Hide
          Whirly Fizzle added a comment -
          Show
          Whirly Fizzle added a comment - Missy's LL JIRA: https://jira.secondlife.com/browse/BUG-3433
          Hide
          Broske Delgado added a comment -

          I have this bug for a long time now.... and starts to really annoy me.
          I checked for the above links but those bugs are not viewable by me.
          Is there any news on status? It is a bug in the LL Viewer also (even in latest build).

          Show
          Broske Delgado added a comment - I have this bug for a long time now.... and starts to really annoy me. I checked for the above links but those bugs are not viewable by me. Is there any news on status? It is a bug in the LL Viewer also (even in latest build).
          Hide
          Hatake Kohime added a comment -

          Hi, Broske.

          I believe this may be related to Flash not displaying content properly in the viewer's browser. This may actually be a fault of the Flash plugin rather than the viewer. Go to the following link and follow its suggestion for installing Flash version 11.7. This is just my guess, mind you, so the issues may not be related. But it's worth a shot.

          http://wiki.phoenixviewer.com/fs_media#mac

          Show
          Hatake Kohime added a comment - Hi, Broske. I believe this may be related to Flash not displaying content properly in the viewer's browser. This may actually be a fault of the Flash plugin rather than the viewer. Go to the following link and follow its suggestion for installing Flash version 11.7. This is just my guess, mind you, so the issues may not be related. But it's worth a shot. http://wiki.phoenixviewer.com/fs_media#mac
          Hide
          Whirly Fizzle added a comment -

          Broske, please also see issue FIRE-11057.

          Show
          Whirly Fizzle added a comment - Broske, please also see issue FIRE-11057 .

            People

            • Assignee:
              Unassigned
              Reporter:
              Missy Malaprop
            • Votes:
              1 Vote for this issue
              Watchers:
              3 Start watching this issue

              Dates

              • Created:
                Updated: