Flash Player Support FAQ
Note: As of November, 2007 this information in this document is outdated. Please use the troubleshooting document specific to your OS:
- "Troubleshoot Adobe Flash Player installation for Windows" (tn_19166)
- "Troubleshoot Adobe Flash Player for Intel-based Macs" (2dda3d81)
- "Troubleshooting Adobe Flash Player for Linux and Solaris" (tn_15397)
What's covered
This TechNote focuses on installation and troubleshooting of Flash Player on Macintosh and Windows operating systems. Additional information is also available from the Flash Player Support Center.
Flash Player
- About Flash Player
- Why am I being asked to download Flash Player?
- How to get Flash Player
- How to remove Flash Player from your computer
- System requirements, including supported browsers
- Macintosh OS earlier than System 8.6
- Browsers other than Netscape and Internet Explorer (such as Opera, AOL)
- The difference between Flash and Shockwave Players
- Licensing Flash Player
- How to get previous versions of Flash Player
Troubleshooting
- Try this first: How to fix almost all Flash Player issues
- I am a Flash developer and need assistance
- Trouble with Windows Installation
- Trouble with Macintosh Installation
- Test Flash Player
- After updating, I still get prompted to update or the previous version is still installed
- Improving performance
- Permissions can affect installing Flash Player
- After installing, why does Windows sometimes prompt to restart?
- Trouble with a particular website
Security
Flash Authoring
I need more information
About Flash Player
Flash Player is free software that lets you view web content created by Flash. This content may be interactive content such as menus that slide, or may be complex applications, games, or animations. Many web browsers (Internet Explorer, for example) install Flash Player automatically, but you may need to upgrade it from time to time as Adobe makes improvements and as websites you visit update their content.
Why am I being asked to download Flash Player?
Websites that contain Flash content require the Flash Player. A message asking you to download Flash Player comes from either the website you are viewing or from your browser.
Most browsers come installed with Flash Player, so you may already have a previous version of Flash Player installed. You may still need to update to the latest version if the website contains features that require a newer version. For best results, download and install the latest version from Flash Player Download Center.
If there is a Flash Movie object on the page, Microsoft Internet Explorer users will see a window requesting a download of the Adobe Flash Player. This message is a default feature of the Windows version of Microsoft Internet Explorer called Install on Demand. If you wish not to see the window in the future, you have three options:
- When prompted, choose Yes and install Flash Player.
- Navigate to the non Flash version of the site, or choose a different website without Flash content.
- Disable the Microsoft Install On Demand feature in your browser. For more information on how to do this, please see the Microsoft Knowledge Base Article 222639.
How to get Flash Player
Download and install Flash Player from the Flash Player Download Center.
Refer to Web Player Alternates to download Flash Player for any available platform.
How to remove Flash Player from your computer
To remove Flash Player, follow the instructions in "How to uninstall the Flash Player plug-in and ActiveX control" (TechNote 14157)
System requirements, including supported browsers
In order to install and use Flash Player successfully, your particular hardware, operating system, and browser combination must meet system requirements. View the System Requirements for a list of supported configurations.
For information about Flash Player for AOL on Macintosh, refer to Flash Player for browsers other than Netscape and Internet Explorer.
Macintosh OS earlier than System 8.6
Flash Player supports Macintosh OS 8.6 or later. Users of earlier operating systems may visit the Apple website, www.apple.com, to view available operating system updates.
Flash Player 5 did support earlier versions of Mac OS. Refer to How to get previous versions of Flash Player for information on obtaining an earlier version, as well as important support information.
Browsers other than Netscape and Internet Explorer (such as Opera, AOL)
Browsers that Adobe officially supports are listed in System Requirements. Many other browsers provide support for Netscape and Internet Explorer plug-ins and ActiveX controls. Usually, the Flash Player can be installed in these browsers in the same manner as with Netscape and Internet Explorer. Although support for functionality depends on the browser, you can usually successfully install Flash Player directly from the Flash Player Download Center. Refer to your browser manufacturer's website for details or assistance.
Due to the architecture of the browser, current versions of AOL browser for Macintosh do not support Flash Player 6. AOL on Macintosh may have Flash Player 5 installed, but this version cannot currently be updated. These AOL users can view Flash 6 content by first connecting to the Internet via AOL, and then viewing web pages using a different web browser. For best results, choose a browser listed in System Requirements, and then obtain the newest player from the Flash Player Download Center. If you do try to view a website that requires Flash Player 6 while using AOL on Macintosh, the website may prompt you to download Flash Player 6; however, this player is not currently available for that particular browser and will not function.
The difference between Flash and Shockwave Players
Shockwave and Flash Players are both free web players from Adobe.
Flash Player is used to play back applications created with Flash. Shockwave Player is used to play back applications created with Director. These two players are different pieces of software used for viewing different file types. Your browser will automatically load or prompt you to download the appropriate player when required.
Licensing Flash Player
Learn more about Flash Player distribution agreements, the SWF file format, and Flash Player source code specifications at Flash Player Licensing.
Refer to the Player Distribution FAQ for support and other information.
How to get previous versions of Flash Player
Adobe supports and recommends the latest Flash Player.
If you are a Flash developer and require a previous version of Flash Player for testing detection schemes, refer to "Archived Flash Players available for testing purposes" (TechNote tn_14266).
Adobe has made these archived players available for download at the request of the Flash developer community. Adobe Technical Support does not provide support for the installation or use of these old players. These are not intended for general use.
Try this first: How to fix almost all Flash Player issues
A version of Adobe Flash Player is pre-installed with most popular Internet browsers. Sometimes, problems with a Flash Player that's already installed can prevent you from upgrading to the latest player. You can resolve almost all difficulties by taking the following steps:
- Check System Requirements to ensure your configuration is supported.
- Make sure you have the latest version of your Internet browser. Installing a new browser can often repair issues with browser installations, and newer browsers may also offer improved security.
- Remove Flash Player (see How to remove Flash Player from your computer above).
- Restart your computer.
- Download and install the Flash Player from the Flash Player Download Center.
If you still have problems, move on to Trouble with Windows installation or Trouble with Macintosh installation.
I am a Flash developer and need assistance
Developers may encounter common issues during testing and authoring. Developers are encouraged to try suggestions listed in this document first. For further information see the Flash Player Support Center.
If you still need assistance, Adobe offers a wide range of support options for developers. Refer to Adobe Support Programs to see what is available.
Note: Adobe recommends using one of the above resources, such as searching the Support Center, posting in the online forums, or taking advantage of one of the other support options for the Flash authoring tool. These resources are geared toward the needs of developers.
Trouble with Windows installation
If you have trouble with installation of Flash Player, follow the troubleshooting steps below. If one step does not correct the problem, move on to the next step. For optimal troubleshooting, restart your machine and test Flash Player after each step.
- Restart: In some situations, Windows or Internet Explorer needs to be restarted in order to complete an update. Restart your machine, and test Flash Player before moving to Step 2.
- Reinstall: Refer to the steps in Try this first: How to fix almost all Flash Player issues.
- Repair the browser: The next most common cause of problems is an error with the browser. Often a browser upgrade or changes to the browser may require a browser repair and reinstallation of Flash Player.
To repair Internet Explorer: Choose Start > Control Panel > Add/Remove Programs. Choose the browser from the list of programs, click Change/Remove, and choose the Repair option. Restart after repairing the browser, and follow steps in Try this first: How to fix almost all Flash Player issues to reinstall Flash Player again. If Internet Explorer does not appear on the Add/Remove list, Repair is not an option, and you should move on to the next step.
Other browsers: Follow the steps above to see if your browser has a Repair option; if it does, repair it. If your browser (such as Netscape) does not have a Repair option, you must reinstall the browser in order to repair it. Try Steps 4 through 7 first before moving on to Step 8 to reinstall the browser. - Security level: Your Internet Explorer security level may be set to High or a custom level which does not allow viewing of ActiveX controls.
To view your Security level, from within Internet Explorer, choose Tools > Internet Options, and in the Security tab, choose Internet.
Though your browser security settings should be chosen by you or your system administrator, the Medium: Default Level will allow you to view Flash content. For any Custom Level, ensure that both "Download Signed ActiveX controls" and "Run ActiveX controls and plug-ins" are not disabled. (Enable or Prompt will work). - Permissions: Your permissions may not allow you to install ActiveX controls or plug-ins. If this is a possibility, refer to Permissions can affect installing Adobe Flash Player for more information.
- Update your video drivers: This step is especially important if you experience a freeze or crash when installing or using Flash Player. Right-click on your Desktop and choose Properties > Settings > Advanced > Adapter to view the manufacturer's name. Refer to the manufacturer's website to download drivers or for assistance with installing the latest drivers.
- Reinstall the browser: Download and install the latest version from your browser manufacturer's website. Download and install the latest Flash Player from the Flash Player Download Center.
Trouble with Macintosh installation
If you have trouble with installation of Flash Player, follow the troubleshooting steps below. If one step does not correct the problem, move on to the next step. For optimal troubleshooting, restart your machine and test Flash Player after each step.
Intel-based Mac users should read "Troubleshooting Flash Player for Intel-based Macs" (TechNote 2dda3d81) before proceeding.
- Reinstall: Many issues are related to a problem with a previous installation of Flash Player or to browser configuration. Refer to the steps in Try this first: How to fix almost all Flash Player issues. Be sure to check System Requirements.
- Software Update: Make certain you're using the latest version of your browser. If you've updated the browser, download and install the latest Flash Player from the Flash Player Download Center.
- Permissions: Your permissions may not allow you to install plug-ins. If this is a possibility, refer to Permissions can affect installing Flash Player for more information.
- Download the standalone installer for either Internet Explorer or Netscape compatible browsers for Mac OS X, or for the Mac Classic OS. This installer can help resolve most other download or installation issues. For best results, download the installer to your desktop, and then close the browser before running the installer.
- Reinstall the browser: Download and install the latest version from your browser manufacturer's website. Download and install the latest Flash Player from the Flash Player Download Center.
Test Flash Player
Test Flash Player at Flash Player Download Center. If the animation plays, then it is installed successfully. Hold your mouse cursor over About to display the version. The latest version is:
- FP9 for Win, Mac OS X, Solaris = 9.0.47.0
- FP9 for Linux =9.0.48.0
- FP8 for Win/Mac = 8.0.35.0
- FP7 for Win, Mac, Linux, Solaris = 7.0.70.0
If your Flash Player passes this test, then the problem may actually be due to trouble with a particular website.
After updating, I still get prompted to update, or the previous version is still installed
You may need to restart your browser or machine to complete the update. Close the browser completely, and then test Flash Player. If this does not work correctly, restart the machine and test again. If you still have problems, try the steps in trouble with Windows installation or trouble with Macintosh installation.
Improving performance
Typically, a faster computer will play Flash content faster. A fast connection to the Internet will enable Flash content to download to your computer more quickly. For best performance, close all other applications other than your web browser while viewing Flash content. Also, increase the amount of cache allocated to your browser to 10 MB. Macintosh users should increase the amount of system memory allocated to the web browser to at least 20 MB.
Performance of Flash content on a particular website is also affected by the way it was created. A well-optimized website may perform better than others, and changing this may be beyond your control. For more information, refer to Trouble with a particular website.
Permissions can affect installing Flash Player
If you don't have administrator access to your Windows NT or Windows 2000 equipped computer, you may not be able to install the Flash Player successfully. Permissions can be tricky, but you should be able to install and use the Adobe Flash Player if your system administrator gives you full access to the Macromed directory (C:Winnt\System32\Macromed\).
Windows users should be familiar with "Registry permissions required for Flash Player install or update" (TechNote tn_19148).
Macintosh OS X users must also have proper access in order to run Flash Player on Netscape 6. If you have trouble and are using this configuration, refer to "Netscape 6.2 has problems utilizing the Flash Player 6 plug-in on OS X" (TechNote 16214).
If you cannot resolve the problem yourself, then your system administrator may need to experiment with varying levels of access to determine what works. If you do not have a system administrator, then it may be best to take your machine to a professional.
After installing, why does Windows sometimes prompt to restart?
When upgrading to Flash Player 8, you only need to restart the browser window in which you want to view Flash content. For Flash Player 7 and earlier, when upgrading the Flash Player for Windows in Internet Explorer, you are advised that "You must restart your computer before the new settings will take effect."
Windows 2000 and later do not allow any ActiveX control to be replaced when in use. Flash Player for Windows Internet Explorer is an ActiveX control. If Windows considers the ActiveX control to be in use, you will receive the above message.
Generally, you need only to exit and restart Internet Explorer. If this message persists, restart your computer.
Trouble with a particular website
Check to see if problems occur only with one particular web site. Try viewing other Flash content (for example, Adobe).
Many developers create detection schemes to determine if viewers have Flash Player installed. If there is an error in the detection scheme, you may be advised that you need to update or install Flash Player even if you already have the latest version installed and working properly. This problem with detection is beyond your control, and can only be addressed by the creator of the website. Contact their web master for assistance.
Some performance issues are related to the way content is created. A well-optimized website may perform better than others. These differences in performance are beyond your control and can only be addressed by the creator of the website. Contact their web master for assistance.
Security warning dialog box
Security warnings are provided by your own browser based on security settings in the browser's preferences. Warnings such as these are typical with any browser plug-in when these security settings are enabled. For details, refer to "What is this security warning I see when viewing websites?" (TechNote tn_15971).
About Flash Player security
Security is one of our highest priorities. Refer to the Adobe Security Zone for security bulletins and information regarding security and Adobe products, including Flash Player. For information on the Security Features of Flash Player, please visit our Flash Player Privacy and Security Center.
How to create Flash content
Flash content is created with the Flash authoring tool. You can learn more about this application and download a free trial version from the Adobe website.
I still have more questions!
Most Flash Player issues are resolved using information in this document. Be sure to read this document thoroughly and try all suggested troubleshooting steps. Additional information and further e-mail-only support is also available from Flash Player Support Center.
Flash Developers: For best results, contact Adobe for assistance geared toward developers; refer to I am a Flash developer and need assistance.
More complete product information and resources are also available from the Flash Player main page.
This content requires Flash
To view this content, JavaScript must be enabled, and you need the latest version of the Adobe Flash Player.
Download the free Flash Player now!
