Please consider turning on send info to Mozilla before posting a question. This helps us help you. As I have no info from your system that would help see things that cause issues. Since current version is 56.0.2 I suggest you update to it. https://www.mozilla.org/firefox/all/ Full Version Installer These may help : https://support.mozilla.org/en-US/kb/fix-common-audio-and-video-issues and https://support.mozilla.org/en-US/kb/fix-video-audio-problems-firefox-windows and https://support.mozilla.org/en-US/kb/html5-audio-and-video-firefox Please let us know if this solved your issue or if need further assistance.

Hmm, sometimes there are problems installing the DRM plugin (Widevine). A few months ago, I discovered some download links but I think they might be out of date now: https://support.mozilla.org/questions/1166918#answer-984516 Hopefully someone has posted some succinct instructions on how to get the files where they need to go when it doesn't happen automatically.

how to do i turn on send info? I updated it and it still will not work

''kem372 [[#answer-1023391|said]]'' <blockquote> how to do i turn on send info? </blockquote> I think PkShadow meant to use the Share Data button when you post questions. I don't think there is a way to do that after posting the initial question.

From Firefox Tool Bar --> Tools --> Options -->Privacy & Security --> under Firefox Data Collection and Use tick the box tick the 1st and 3rd boxes. Ok. I have found this and do you have any adblockers running and A/V program and Firewall as maybe the issue. Wildvine for us is distributed by Google so thinking it needs to do so. Also can you follow the directions in this post and copy/paste the info. https://support.mozilla.org/en-US/questions/1135638?page=2#answer-913708 It is archived so some info may not be of use such as making the new key. Other might be though. Thanks.

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https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:6:6097 jQuery.fn.init https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:6:9192 x https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:3:9191 init https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:3:10122 jQuery.fn.init https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:6:9438 x https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:3:9191 success https://support.cdn.mozilla.net/static/build/questions-min.c6e4a6ff3318.js:1:20747 c https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:4:2871 fireWith https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:4:3681 k https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:5:23074 r https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:5:27464 JQMIGRATE: Logging is active common-min.3b0e8abfcc44.js:6:5685 JQMIGRATE: jQuery.browser is deprecated common-min.3b0e8abfcc44.js:6:6026 console.trace(): common-min.3b0e8abfcc44.js:6 migrateWarn https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:6:6097 get https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:6:6272 <anonymous> https://support.cdn.mozilla.net/static/build/questions-min.c6e4a6ff3318.js:3:2620 c https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:4:2871 fireWith https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:4:3681 ready https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:3:12269 q https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:3:9681 JQMIGRATE: $(html) HTML strings must start with '<' character common-min.3b0e8abfcc44.js:6:6026 console.trace(): common-min.3b0e8abfcc44.js:6 migrateWarn https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:6:6097 jQuery.fn.init https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:6:9192 x https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:3:9191 init https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:3:10122 jQuery.fn.init https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:6:9438 x https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:3:9191 success https://support.cdn.mozilla.net/static/build/questions-min.c6e4a6ff3318.js:1:20747 c https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:4:2871 fireWith https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:4:3681 k https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:5:23074 r https://support.cdn.mozilla.net/static/build/common-min.3b0e8abfcc44.js:5:27464 MediaKeySystemAccess::GetKeySystemStatus(com.widevine.alpha) result=cdm-not-installed msg='CDM is not installed' 1509650309731 Toolkit.GMP TRACE GMPWrapper(gmp-widevinecdm) receiveMessage() data={"keySystem":"com.widevine.alpha","status":"cdm-not-installed"} 1509650309893 Toolkit.GMP INFO GMPInstallManager.simpleCheckAndInstall Last check was: 1509650310 seconds ago, minimum seconds: 86400 1509650309898 Toolkit.GMP INFO GMPInstallManager._getURL Using url: https://aus5.mozilla.org/update/3/GMP/%VERSION%/%BUILD_ID%/%BUILD_TARGET%/%LOCALE%/%CHANNEL%/%OS_VERSION%/%DISTRIBUTION%/%DISTRIBUTION_VERSION%/update.xml 1509650309919 Toolkit.GMP INFO GMPInstallManager._getURL Using url (with replacement): https://aus5.mozilla.org/update/3/GMP/56.0.2/20171024165158/WINNT_x86_64-msvc-x64/en-US/release/Windows_NT%206.3.0.0%20(x64)/default/default/update.xml cdncache-a.akamaihd.net : server does not support RFC 5746, see CVE-2009-3555 (unknown) SecurityError: The operation is insecure. store:1 1509650314434 Toolkit.GMP INFO GMPAddon.constructor Created new addon: gmp-gmpopenh264 (isValid: true, isInstalled: true, hashFunction: sha512, hashValue: 5030b47065e817db5c40bca9c62ac27292bbf636e24698f45dc67f03fa6420b97bd2f792c1cb39df65776c1e7597c70122ac7abf36fb2ad0603734e9e8ec4ef3, size: 404355) 1509650314436 Toolkit.GMP INFO GMPAddon.constructor Created new addon: gmp-widevinecdm (isValid: true, isInstalled: false, hashFunction: sha512, hashValue: 2c3ebe3a5c3fa62e2fb2e41080d576c71fa060cb81ef415815652a020bb3da16de28d9a2d0d5af4f71df920abd159d6c3cf27ebdd1d65daf62cee6282f9def85, size: 2537223) 1509650314437 Toolkit.GMP INFO GMPInstallManager.simpleCheckAndInstall Found 2 addons advertised. 1509650314438 Toolkit.GMP INFO GMPInstallManager.simpleCheckAndInstall Found addon: gmp-gmpopenh264 (isValid: true, isInstalled: true, hashFunction: sha512, hashValue: 5030b47065e817db5c40bca9c62ac27292bbf636e24698f45dc67f03fa6420b97bd2f792c1cb39df65776c1e7597c70122ac7abf36fb2ad0603734e9e8ec4ef3, size: 404355) 1509650314439 Toolkit.GMP INFO GMPInstallManager.simpleCheckAndInstall Addon |gmp-gmpopenh264| already installed. 1509650314440 Toolkit.GMP INFO GMPInstallManager.simpleCheckAndInstall Found addon: gmp-widevinecdm (isValid: true, isInstalled: false, hashFunction: sha512, hashValue: 2c3ebe3a5c3fa62e2fb2e41080d576c71fa060cb81ef415815652a020bb3da16de28d9a2d0d5af4f71df920abd159d6c3cf27ebdd1d65daf62cee6282f9def85, size: 2537223) 1509650314443 Toolkit.GMP INFO GMPInstallManager.simpleCheckAndInstall Auto-update is off for gmp-widevinecdm, skipping check. 1509650314443 Toolkit.GMP INFO GMPInstallManager.simpleCheckAndInstall No new addons to install, returning unreachable code after return statement layer.js:373:183 unreachable code after return statement layer.js:565:92 unreachable code after return statement layer.js:568:89 unreachable code after return statement layer.js:589:365 unreachable code after return statement layer.js:726:127 TypeError: visadd.settings is undefined layer.js:1000:1 XML Parsing Error: no root element found Location: https://capture.trackjs.com/capture?token=4867148499114f8b95f3f2c5b8d09ec6 Line Number 1, Column 1: capture:1:1 Error: TrackJS Caught: tried to reject a fulfilled promise tracker.js:38:7 Loading failed for the <script> with source “https://s.btstatic.com/tag.js”. tag:1 XML Parsing Error: no root element found Location: https://capture.trackjs.com/capture?token=4867148499114f8b95f3f2c5b8d09ec6 Line Number 1, Column 1: capture:1:1 Use of getPreventDefault() is deprecated. Use defaultPrevented instead. jquery.min.js:2:40351 MediaKeySystemAccess::GetKeySystemStatus(com.widevine.alpha) result=cdm-not-installed msg='CDM is not installed' 1509650321832 Toolkit.GMP TRACE GMPWrapper(gmp-widevinecdm) receiveMessage() data={"keySystem":"com.widevine.alpha","status":"cdm-not-installed"} 1509650321840 Toolkit.GMP INFO GMPInstallManager.simpleCheckAndInstall Last check was: 1509650322 seconds ago, minimum seconds: 86400 1509650321843 Toolkit.GMP INFO GMPInstallManager._getURL Using url: https://aus5.mozilla.org/update/3/GMP/%VERSION%/%BUILD_ID%/%BUILD_TARGET%/%LOCALE%/%CHANNEL%/%OS_VERSION%/%DISTRIBUTION%/%DISTRIBUTION_VERSION%/update.xml 1509650321846 Toolkit.GMP INFO GMPInstallManager._getURL Using url (with replacement): https://aus5.mozilla.org/update/3/GMP/56.0.2/20171024165158/WINNT_x86_64-msvc-x64/en-US/release/Windows_NT%206.3.0.0%20(x64)/default/default/update.xml 1509650322097 Toolkit.GMP INFO GMPAddon.constructor Created new addon: gmp-gmpopenh264 (isValid: true, isInstalled: true, hashFunction: sha512, hashValue: 5030b47065e817db5c40bca9c62ac27292bbf636e24698f45dc67f03fa6420b97bd2f792c1cb39df65776c1e7597c70122ac7abf36fb2ad0603734e9e8ec4ef3, size: 404355) 1509650322097 Toolkit.GMP INFO GMPAddon.constructor Created new addon: gmp-widevinecdm (isValid: true, isInstalled: false, hashFunction: sha512, hashValue: 2c3ebe3a5c3fa62e2fb2e41080d576c71fa060cb81ef415815652a020bb3da16de28d9a2d0d5af4f71df920abd159d6c3cf27ebdd1d65daf62cee6282f9def85, size: 2537223) 1509650322098 Toolkit.GMP INFO GMPInstallManager.simpleCheckAndInstall Found 2 addons advertised. 1509650322098 Toolkit.GMP INFO GMPInstallManager.simpleCheckAndInstall Found addon: gmp-gmpopenh264 (isValid: true, isInstalled: true, hashFunction: sha512, hashValue: 5030b47065e817db5c40bca9c62ac27292bbf636e24698f45dc67f03fa6420b97bd2f792c1cb39df65776c1e7597c70122ac7abf36fb2ad0603734e9e8ec4ef3, size: 404355) 1509650322098 Toolkit.GMP INFO GMPInstallManager.simpleCheckAndInstall Addon |gmp-gmpopenh264| already installed. 1509650322099 Toolkit.GMP INFO GMPInstallManager.simpleCheckAndInstall Found addon: gmp-widevinecdm (isValid: true, isInstalled: false, hashFunction: sha512, hashValue:

2c3ebe3a5c3fa62e2fb2e41080d576c71fa060cb81ef415815652a020bb3da16de28d9a2d0d5af4f71df920abd159d6c3cf27ebdd1d65daf62cee6282f9def85, size: 2537223) 1509650322100 Toolkit.GMP INFO GMPInstallManager.simpleCheckAndInstall Auto-update is off for gmp-widevinecdm, skipping check. 1509650322100 Toolkit.GMP INFO GMPInstallManager.simpleCheckAndInstall No new addons to install, returning MediaKeySystemAccess::GetKeySystemStatus(com.widevine.alpha) result=cdm-n