Reader has problems streaming video, on demand programs on his laptop

Eyal Goldshmid, Special to TcPalm Published 6:30 a.m. ET Nov. 19, 2017

Reader watched HBO on his laptop and smartphone but recently began having problems with the HBO GO app.(Photo: GETTY IMAGES/iSTOCKPHOTO)

 

Q: I subscribe to HBO and usually watch the network's shows on both my smart TV at home and my lap top computer through the HBO GO app. Recently after logging into the app on my laptop, I found myself unable to play anything. What was strange was that I could access the app without issue and could click on programs to play them —they just wouldn't play, and I received no error message to indicate why that was the case. 

On my laptop, I normally use the Mozilla Firefox browser and thought it might be an issue with the browser, so I tried to access HBO GO through Safari and Google Chrome but I still could not get it to work. My computer runs Windows 7 and I update the system whenever prompted. Why can't I watch my HBO shows on my laptop? 

—Bill Gallivann, Palm City

A: HBO GO is a subscription-based streaming video app that lets HBO customers and standalone subscribers view the channel's original programming on demand over various devices, including smart TVs, smartphones, tablets and computers, to name a few. 

On laptop computers, the ability to stream videos of any kind (YouTube, Netflix, etc.) comes via the installation of the Adobe Flash plug-in into the browser. Most viewing hiccups with services like these often stem from the existing version Adobe Flash being out of date. Normally, updating the plug-in to its most recent version resolves the issue. 

While you say that you update your system whenever prompted, it couldn't hurt to check manually if the version of Adobe Flash installed is the most current or not. Visit the following website, click on the download link there for Adobe Flash Player and let the installer launch. After a moment or two, it should inform you if your version should be updated or not. https://get.adobe.com/flashplayer/

For additional assistance with Adobe Flash problems and the HBO GO app, visit this page on the HBO GO support site, specifically noting the se ction titled "Additional browser troubleshooting information" at the bottom of the page, which deals specifically with Flash issues for the app as they pertain to each of the major browsers (Chrome, Safari, Firefox and IE/Edge): https://goo.gl/jEs7VQ

If you already have the most current edition of Flash installed, or if you've updated to the most current version and the app is still not working, then there is a chance another plug-in installed in your browsers has caused a a conflict with Adobe Flash and thus is prohibiting the app's videos from streaming. 

Launch each of your browsers collectively and then enter each of their plug-in panels. Instructions for accessing this area for the major browsers can be found at this site: https://goo.gl/H5zKXR

Since the problem is happening in all your browsers, take note of what plug-ins are installed in each browser (i.e. is Google Docs installed on all of them, or a search bar, or something else?). Disable the extension s found in each of them (except for Adobe Flash, of course -- keep that one active) and try accessing HBO GO again to see if the app works. If it does, then chances are one or more of those shared plug-ins has caused the conflict and you should disable or remove it in order to continue using HBO GO on the system in the future. 

If problems persist after that, then your best bet is to contact HBO GO support directly for additional help. You can do so by visiting the information at this URL and filling out the email form to begin contact: https://help.hbogo.com/hc/en-us/requests/new

Please note: All help requests with HBO GO must be handled via email.

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Contact Eyal Goldshmid at egoldshmid@yahoo.com

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