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Install page takes two minutes to open and then won't install

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  • Message 1. Posted by SueW (U14867662) on Sunday, 15th May 2011 permalink

    I was using iPlayer on my laptop with no problems for six months.

    I then upgraded to the new version and could not watch my downloaded programmes. I changed the path and everything but after wasting a whole evening doing that, I decided to start again and removed all trace of the iPlayer from my laptop (including my downloaded programmes cache).

    I now can not install iPlayer.

    It downloads to Real Player quickly enough and it will stream programmes on the screen okay but when I try to install iPlayer (so that I can use the future episodes feature) all I get is the cicle of dots constantly on the install screen.

    I'm having no problems with the speed of any other website and I even got up early on a Sunday morning so that I'm getting a fast internet speed.

    The install page took two minutes to open and I clicked the "install iPlayer" link 8 minutes ago and there is still only the circle of dots on the screen.

    complain

  • Message 2. Posted by burrito (U14859926) on Monday, 16th May 2011 permalink

    You can try downloading the installer directly from:

    www.bbc.co.uk/iplaye...

    and if you need the AIR runtime too this is available at:

    get.adobe.com/air/...

    complain

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  • Message 3. Posted by Chris O (U13750132) on Monday, 16th May 2011 permalink

    I suggest you try this - it has worked for me (and others) in the past:

    . Uninstall iPlayer Desktop.
    . Uninstall Adobe Air.

    Go to the iPlayer website and click on the download button for any program.

    This will force a fresh install of Adobe Air, along with iPlayer Desktop.

    Please let us know if it works for you <ok>

    complain

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  • Message 4. Posted by SueW (U14867662) on Monday, 16th May 2011 permalink

    Thanks for your replies but it didn't work.

    I did uninstall iPlayer (and the downloaded programmes) and also adobe and then reinstalled adobe but I can not load the iPlayer install page even after I have disabled my virus software (I do not have a firewall).

    I am not having problems with any other website and stream programmes are fne.

    complain

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  • Message 5. Posted by burrito (U14859926) on Monday, 16th May 2011 permalink

    When you uninstalled iPlayer did you manuall remove the additional directories as specified in the uninstall help pages:

    Windows:
    iplayerhelp.external...

    Mac OSX:
    iplayerhelp.external...

    This is a very important step if you are having problems.

    complain

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  • Message 6. Posted by SueW (U14867662) on Tuesday, 17th May 2011 permalink

    I've done that but it still hasn't made any difference.

    Even when I click on a programme on the website and click the "download options" icon, it takes 2 minutes to come up with the iplayer as an option as I just get the circle of dots, whereas the Real Player option appears straightaway. I did exactly the same on another computer here at the same time and that was literally 10 times faster.

    complain

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  • Message 7. Posted by BBC auto-messages (U8526101) on Tuesday, 17th May 2011 permalink

    Editorial Note: This conversation has been moved from 'Service updates' to 'Archived threads'.

    This is a reply to this message.

  • Message 8. Posted by SueW (U14867662) on Wednesday, 18th May 2011 permalink

    Can anybody help with this?

    complain

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  • Message 9. Posted by Chris O (U13750132) on Thursday, 19th May 2011 permalink

    I'll try:

    . Turn off your all your security features (firewall/antivirus/adblock etc.)
    . Shutdown your PC and restart it.
    . Test the iPlayer to see if it works.

    If iPlayer works, the problem is within your security features and in order to determine which one, turn them back on one by one until iPlayer stops working.

    *** Don't forget to turn your security features back on after the test *** <yikes>

    complain

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