Shockwave Player Support FAQ

If you have problems installing Adobe Shockwave Player, work through the steps below. After each step, restart the computer to ensure that the changes take effect before moving on to the next step.

1. Uninstall previous versions

Be sure to remove previous versions before you install Shockwave Player. Use any of the following methods:

  • Double-click the uninstaller.exe file in C:\Windows\system32\Adobe\Shockwave <version>. For example, C:\Windows\system32\Adobe\Shockwave 12
  • Use the Add Or Remove Programs utility in the Windows Control Panel.
  • (Shockwave 8 and 8.5) Use the uninstaller available from the Web Players page.

Note: Close all applications before you run the Shockwave Player uninstaller. Quit all running applications, including browsers and instant messaging clients. Check the Windows system tray to make sure that no applications that use Shockwave Player are in use.

2. Download the Adobe Shockwave Player installer

Download the installer from the Download Center.

3. Check browser settings (Internet Explorer)

Before installing Shockwave Player, check the following browser settings:

Check the security level

Make sure that the security level is not set to High or to a custom level that doesn't allow viewing of ActiveX controls. Typically, the default security level (medium) allows you to view Shockwave content. For a custom level, ensure that both Download Signed ActiveX Controls and Run ActiveX Controls And Plug-ins are set to Prompt.

  1. Open Internet Explorer.
  2. Choose Tools > Internet Options.
  3. Click the Security tab.
  4. Click Defaul Level, or click Custom Level and do the following:

    a. Find the section ActiveX Controls And Plug-ins.

    b. Set Download Signed ActiveX Controls to Prompt.

    c. Set Run ActiveX Controls And Plug-ins to Prompt.

Check user permissions

If you don't have administrator access to Windows XP SP2 , Windows Vista, Windows 7, or Windows 8 you can't install Shockwave Player successfully. Administrative privileges are required for the Windows system registry and for the C:\WINDOWS\system32\Adobe\Shockwave folder.

Enable Shockwave on your browser

For information about enabling Shockwave Player on your browser, see this article.

Note:

To run Shockwave Player on Windows 8, ensure that you run the browser in desktop mode.

4. Download an alternate installer

  1. If the issue still occurs, download an alternate Shockwave Player installer.
  2. Close all applications and run the installer.
  3. Go to the test page to confirm that Shockwave Player installed successfully.

5. Check firewall and utility settings 

Some Internet utilities, such as Norton Internet Utilities, function similar to a firewall and can restrict viewing of ActiveX controls. In some cases, they block Shockwave content. Ensure that firewall or utility settings are set to allow ActiveX controls and Shockwave (SWF) content.

 

 

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