I keep getting prompted to install Silverlight upon playback.

If you're seeing repeated prompts to install Silverlight (known as "install looping"), it can indicate an issue with the permissions on your computer, or you may be using a browser that's not compatible with Silverilght. To fix this problem, follow the steps below for your Windows or Mac computer.


Steps for Windows

Troubleshoot your browser
  1. Clear browser cookies
    Your browser may be referencing an out-dated or corrupted setting in the cookie file.
    1. Go to netflix.com/clearcookies to clear the Netflix cookie. This will sign you out of Netflix.com.
    2. Select Netflix Home, then Member Sign In to log back in and play your movie or TV show again.
  2. Restart your browser
    Sometimes restarting your browser can clear this issue.
    • Quit your browser, restart it, and play your movie or TV show again.
  3. Try another browser
    A browser extension, plug-in or add-on may be causing this error. Try playing your movie or TV show in another browser.
    • If you're unable to play your movie or TV show in multiple browsers, there may be a problem with the Silverlight Plug-in used by Netflix.com.

Ensure the Silverlight Add-on is Enabled
It's possible that the Silverlight browser add-on, which is used to play Netflix content, has been disabled. Follow the steps below to make sure the add-on is enabled in your preferred web browser.

Internet Explorer:

  1. Press the Alt key on the keyboard.
  2. Click the Tools menu at the top of the browser window.
  3. Select Manage Add-ons.
  4. Choose Toolbars and Extensions from Add-on Types, in the left pane.
  5. Select All Add-ons from the dropdown menu, at the bottom of the left pane.
  6. Click on Microsoft Silverlight.
  7. If disabled, click the Enable button in the bottom right corner of the window.

Google Chrome:

  1. In the address bar, type chrome://plugins to access the Chrome Plugins menu.
  2. Under Silverlight, click Enable.

Mozilla Firefox:

  1. Click on Firefox.
  2. Select Add-ons.
  3. Choose Plugins.
  4. Select Silverlight Plug-in.
  5. If disabled, click Enable.

Uninstall and Reinstall the Silverlight Plug-in
You may be running an outdated version of the Silverlight plug-in, or the plug-in may have become corrupted.

To uninstall the Silverlight plug-in:

Windows 8

  1. Quit all open browsers - including this window! You may want to print the following steps.
  2. Swipe from the right edge of the screen, then tap Settings. (If you're using a mouse, point to the lower-right corner of the screen, then click Settings.)
  3. Select Control Panel
  4. Underneath Programs, select Uninstall a program.
  5. Locate and select Microsoft Silverlight
  6. Select Uninstall

Windows 7/Vista

  1. Quit all open browsers - including this window! You may want to print the following steps.
  2. Click on the Start Button
  3. Select Control Panel
  4. Select Programs & Features
  5. Locate and select Microsoft Silverlight
  6. Select Uninstall

Windows XP

  1. Quit all open browsers - including this window! You may want to print the following steps.
  2. Click on the Start Button
  3. Select Control Panel
  4. Select Add or Remove Programs
  5. Locate and select Microsoft Silverlight
  6. Click Remove
To install the latest version of the Silverlight plug-in:
  1. Navigate to the Watch Instantly home page and click play on any title.
  2. Follow the prompts to download and Install Silverlight on Your Windows PC.

Steps for Mac

Troubleshoot your browser
  1. Clear browser cookies
    Your browser may be referencing an out-dated or corrupted setting in the cookie file.
    1. Go to netflix.com/clearcookies to clear the Netflix cookie. This will sign you out of Netflix.com.
    2. Select Netflix Home, then Member Sign In to log back in and play your movie or TV show again.
  2. Restart your browser
    Sometimes restarting your browser can clear this issue.
    • Quit your browser, restart it, and play your movie or TV show again.
  3. Try another browser
    A browser extension, plug-in or add-on may be causing this error. Try playing your movie or TV show in another browser.
    • If you're unable to play your movie or TV show in multiple browsers, there may be a problem with the Silverlight Plug-in used by Netflix.com.

Ensure the Silverlight Add-on is Enabled
It's possible that the Silverlight browser add-on, which is used to play Netflix content, has been disabled. Follow the steps below to make sure the add-on is enabled in your preferred web browser.

Safari:

  • Safari does not disable plugins.

Mozilla Firefox for Mac:

  1. Click the Tools menu in the menu bar at the top of the screen.
  2. Choose Add-ons.
  3. Select Plugins.
  4. Select Silverlight.
  5. If disabled, click Enable.

Google Chrome:

  1. In the address bar, type chrome://plugins to access the Chrome Plugins menu.
  2. Under Silverlight, click Enable.

Uninstall and Reinstall the Silverlight Plug-in
You may be running an outdated version of the Silverlight plug-in, or the plug-in may have become corrupted.

To uninstall the Silverlight plug-in:
  1. Quit all open browsers - including this window! You may want to print the following steps.
  2. Click the Finder icon from the Dock at the bottom of the screen.
  3. In the menu bar at the top of the screen, select Go then Computer.
  4. Click the Macintosh HD icon.
  5. Select Library.
  6. Select Internet Plugins.
  7. Drag Silverlight.plugin to your trash.
  8. Once you have emptied your trash, Microsoft Silverlight un-installation is complete.
To install the latest version of the Silverlight plug-in:
  1. Navigate to the Watch Instantly home page and click play on any title.
  2. Follow the prompts to download and Install Silverlight on Your Mac.

Some members may encounter the message "Silverlight.dmg cannot be opened because it is from an unidentified developer" when attempting to install Silverlight. This is fairly common for applications that are not downloaded from the Mac App store. If you encounter this message, continue with the following steps to complete your Silverlight installation.

  1. Right-click or hold Control on your keyboard and click on Silverlight.pkg.
  2. Click Open on the pop-up menu.
  3. Click Open on the prompt that says "Silverlight.pkg" is not from the Mac App Store. Are you sure you want to open it? Opening "Silverlight.pkg" will always allow it to run on this Mac.
  4. Follow the prompts to complete installation.

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