Hello,

To find the correct solution to your problem, we need some more non-personal information from you. Please do the following:

1. Use ONE of these methods to open the Firefox Troubleshooting Information page:
   • Click the menu button , click on help and select Troubleshooting Information.
   • Type about:support into the Firefox address bar and press the enter key.
2. At the top of the Troubleshooting Information page that comes up, you should see a button that says "Copy text to clipboard". Click it.
3. Now, go back to your forum post, right-click in the reply box and select Paste from the context menu (or else click inside the reply box and press the Ctrl+V keys) to paste all the information you copied into the forum post.

If you need further information about the Troubleshooting information page, please read the article Use the Troubleshooting Information page to help fix Firefox issues.

Thanks in advance for your help!

Hi Eleanor42, I don't know whether this is a factor, but your plugin list (next to your post, see Question Details, More System Details) doesn't include the Flash player plugin. If you are getting silent video, this probably isn't the problem, but if you are getting blank rectangle, you might need the plugin.

Adobe has two installers, a small download that connects back for additional files and a full or "offline" installer:

• Standard download page: https://get.adobe.com/flashplayer/ - make sure to uncheck unwanted extras
• Offline installers: https://www.adobe.com/products/flashplayer/distribution3.html (either EXE or MSI will work, you don't need both)

Hi Eleanor42, could you also check the following:

At the time that audio is playing but you hear silence:

Does Firefox display a little speaker icon on the page's tab up on the tab bar, indicating that Firefox is detecting audio playing in the page?

Assuming Firefox displays the audio icon:

Does clicking it make any difference? It operates as a mute/unmute button.

If Firefox thinks it is sending audio to Windows, but Windows isn't playing it, could you check the mixer?

On the Windows Taskbar, in the "notification area" at the lower right (sometimes called the system tray), right-click the speaker icon and choose Open Volume Mixer. Here you can see whether Firefox shows any volume or is muted at the system level. Anything unusual?

Note: If the site is using Flash, check for a muted Flash player in the mixer. When Protected Mode is enabled (the default setting), the mixer usually would show that Firefox is NOT sending audio, that the audio is coming from a separate Flash process.

Last but not least, on the graphical menu displayed by the "3-bar" menu button, the Help menu is designated with a ? icon instead of the word Help. It's down near the Exit button (power symbol).

If you prefer the classic menu bar:

To turn different bars on and off, you can use one of these methods to show the toolbar list and select the desired bars there:

• right-click a blank spot on the tab bar (or the "+" button)
• tap the Alt key to activate the classic menu bar > View > Toolbars
• in Customize mode > Show/Hide Toolbars (see: Customize Firefox controls, buttons and toolbars)

To turn on the Menu Bar, Bookmarks Toolbar, or other bars, click it on the list.

Application Basics

Name: Firefox Version: 47.0 Build ID: 20160604131506 Update Channel: release User Agent: Mozilla/5.0 (Windows NT 10.0; rv:47.0) Gecko/20100101 Firefox/47.0 OS: Windows_NT 10.0 x86 Multiprocess Windows: 0/1 (Disabled) Safe Mode: false

Crash Reports for the Last 3 Days

All Crash Reports

Extensions

Name: Firefox Hello Version: 1.3.2 Enabled: true ID: loop@mozilla.org

Name: Multi-process staged rollout Version: 1.0 Enabled: true ID: e10srollout@mozilla.org

Name: Pocket Version: 1.0.2 Enabled: true ID: firefox@getpocket.com

Name: SmartPrintButton Version: 1.0 Enabled: false ID: quickprint@hp.com

Graphics

Adapter Description: ATI Radeon HD 4600 Series Adapter Drivers: aticfx32 aticfx32 atiumdag atidxx32 atiumdva Adapter RAM: 1024 Asynchronous Pan/Zoom: none Device ID: 0x9498 Direct2D Enabled: true DirectWrite Enabled: true (10.0.10586.494) Driver Date: 1-13-2015 Driver Version: 8.970.100.9001 GPU #2 Active: false GPU Accelerated Windows: 1/1 Direct3D 11 (OMTC) Subsys ID: 24511682 Supports Hardware H264 Decoding: Yes Vendor ID: 0x1002 WebGL Renderer: Google Inc. -- ANGLE (ATI Radeon HD 4600 Series Direct3D11 vs_4_1 ps_4_1) windowLayerManagerRemote: true AzureCanvasAccelerated: 0 AzureCanvasBackend: direct2d 1.1 AzureContentBackend: direct2d 1.1 AzureFallbackCanvasBackend: cairo

Important Modified Preferences

browser.cache.disk.capacity: 358400 browser.cache.disk.filesystem_reported: 1 browser.cache.disk.hashstats_reported: 1 browser.cache.disk.smart_size.first_run: false browser.cache.frecency_experiment: 1 browser.download.importedFromSqlite: true browser.places.smartBookmarksVersion: 7 browser.sessionstore.upgradeBackup.latestBuildID: 20160604131506 browser.startup.homepage: about:home browser.startup.homepage_override.buildID: 20160604131506 browser.startup.homepage_override.mstone: 47.0 dom.apps.reset-permissions: true dom.mozApps.used: true extensions.lastAppVersion: 47.0 gfx.crash-guard.d3d11layers.appVersion: 47.0 gfx.crash-guard.d3d11layers.deviceID: 0x9498 gfx.crash-guard.d3d11layers.driverVersion: 8.970.100.9001 gfx.crash-guard.d3d11layers.feature-d2d: true gfx.crash-guard.d3d11layers.feature-d3d11: true gfx.crash-guard.status.d3d11layers: 2 gfx.crash-guard.status.d3d9video: 2 media.benchmark.vp9.fps: 58 media.benchmark.vp9.versioncheck: 1 media.gmp-eme-adobe.abi: x86-msvc-x86 media.gmp-eme-adobe.lastUpdate: 1468506825 media.gmp-eme-adobe.version: 17 media.gmp-gmpopenh264.abi: x86-msvc-x86 media.gmp-gmpopenh264.lastUpdate: 1468506825 media.gmp-gmpopenh264.version: 1.5.3 media.gmp-manager.buildID: 20160604131506 media.gmp-manager.lastCheck: 1469469746 media.gmp-widevinecdm.abi: x86-msvc-x86 media.gmp-widevinecdm.lastUpdate: 1468506827 media.gmp-widevinecdm.version: 1.4.8.866 media.gmp.storage.version.observed: 1 media.hardware-video-decoding.failed: false media.webrtc.debug.aec_log_dir: C:\Users\ELLENJ~1\AppData\Local\Temp media.webrtc.debug.log_file: C:\Users\ELLENJ~1\AppData\Local\Temp\WebRTC.log network.cookie.prefsMigrated: true network.predictor.cleaned-up: true places.database.lastMaintenance: 1469335778 places.history.expiration.transient_current_max_pages: 87202 plugin.disable_full_page_plugin_for_types: application/pdf plugin.importedState: true storage.vacuum.last.index: 1 storage.vacuum.last.places.sqlite: 1468698437 ui.osk.debug.keyboardDisplayReason: IKPOS: Touch screen not found.

Important Locked Preferences

JavaScript

Incremental GC: true

Accessibility

Activated: false Prevent Accessibility: 0

Library Versions

NSPR Expected minimum version: 4.12 Version in use: 4.12

NSS Expected minimum version: 3.23 Basic ECC Version in use: 3.23 Basic ECC

NSSSMIME Expected minimum version: 3.23 Basic ECC Version in use: 3.23 Basic ECC

NSSSSL Expected minimum version: 3.23 Basic ECC Version in use: 3.23 Basic ECC

NSSUTIL Expected minimum version: 3.23 Version in use: 3.23

Experimental Features