These instructions are for Windows. If you are using Mac, see Troubleshoot games, video, audio | Flash Player | Mac

Flash Player information

If Flash Player is installed on your computer, the following box displays the version of Flash Player and your operating system. If Flash Player is not installed, an error message appears.



You are having problems running video, audio, or games that use Flash Player.


1. Ensure that the latest version of Flash Player is installed

  1. Ensure that you have installed the latest Flash Player version. 

2. Disable ActiveX Filtering (if you are using Internet Explorer 9)

  1. In Internet Explorer, choose Tools > Safety. If ActiveX Filtering is selected, deselect it.

    Select Tools, Safety, clear ActiveX Filtering
  2. Close Internet Explorer and then restart it.

3. Enable Flash Player Add-ons (if you are using Internet Explorer)

  1. Choose Tools > Manage Add-ons.

    Select Tools, Manage Add-ons
  2. On the Manage Add-ons screen, on the left pane, under Show, select All add-ons from the pop-up menu. All add-ons for Internet Explorer are listed on the right panel.

    Select All Add-ons
  3. On the right panel, under Adobe Systems Incorporated, select Shockwave Flash Object, and click Enable. Then, click Close.

    Select Shockwave Flash Object, click Enable
  4. Close Internet Explorer and restart it.

4. Ensure that you have the latest version of Flash Player (if you are using Chrome)

You don’t have to install Flash Player if you use Chrome. Flash Player is integrated into Chrome and enabled by default. Chrome automatically updates when new versions of Flash Player are available. To ensure that you have installed the latest version of Chrome and have the latest version of Flash Player, choose Chrome > About Google Chrome.

  • If you see the message “Google Chrome is up-to-date,” you have the latest version of Chrome. 
  • If Chrome is not up-to-date, click Update Now. 

5. Delete all Flash Player browsing data

  1. Click Start > Control Panel.
  2. Double-click Flash Player.
  3. In the Flash Player Settings Manager, click Advanced.

  4. Under Browsing Data and Settings, click Delete All.

    Click Delete All

6. Remove Flash Player cache

  1. On your computer, select Start > Run. (On Windows 7, click Start and type in Search Programs and Files.)

  2. Type %appdata%\Adobe and click OK.

    Type %adddata% \Adobe and click OK
  3. Delete the Flash Player folder.
  4. Repeat step 1 and type %appdata%\Macromedia.

  5. Delete the Flash Player folder.

7. Disable Flash Player hardware acceleration

  1. Right-click the Flash Player version box provided above.

  2. Click Settings.
  3. In the Display tab, deselect Enable Hardware Acceleration if it is selected.

    Deselect Enable Hardware Acceleration

8. Increase the storage limit for a specific website

Do this step only if you have issues with a specific website.

  1. Go to the Flash Player Storage Settings page. This page lets you change the storage settings for websites that you’ve visited.
  2. From the list of visited websites, select the website with which you have issues.

  3. Move the slider to 10 MB.

    Move top Slider to 10 MB

9. Report the issue to the Flash Player forum

If you still have issues, report it to the Flash Player forum.

10. Disable RealPlayer functionality

Disable the RealPlayer functionality (Downloading & Recording) if you are using Flash Player 11.3 on Mozilla Firefox. To do this, see Issue #1 in Issues | Flash Player 11.3 | Mozilla Firefox