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Q & A

About Movie Problems

We’ve changed the system for the Streaming Movies.
We’ve changed the system for the streaming movies.
*Windows Media Player to Silverlight.

If you cannot play the video after clicking the movie button, please try the following steps.

Step 1. Change the settings for Proxy

Step 2. Reset the license information (Delete)

Step 3. Reinstall Silverlight
Step 1. Change the settings for Proxy
If the proxy is activated for the internet browser, please try the following steps to disable it.

If you are using Internet Explorer…
From the menu, go to “Tools” => “Internet Option” => “Connections” => “LAN Settings” and disable Proxy Server.

If you are using Firefox…
From the menu, go to “Tools” => “Option” => “Advanced” => “Network” => “Connection Settings” and click on “No Proxy.”
Step 2. Reset the License Information (Delete)
If for some reason, the data is corrupt.

*Problems with Windows may occur if erroneous operations are taken. If for some reason a malfunction occurs after trying these steps, we cannot take any responsibility for the damage it has caused. Please try the following steps at one’s own risk.

-How to show the invisible files
Usually, the license information files are hidden, so please try following steps to display it.

(1) Search from “Search box” with entering ‘Folder’ and start up “Folder Option” or suitable function.

For Windows 10
Search from “Search for Web and Windows ” displayed next to Start button (Windows mark) => Start up “Show all files and folders”


For Windows 8.1 / 8
Search from the magnifier icon which is displayed on next to Shutdown button or displayed when move pointer to right end of the screen.

For Windows 7 / vista
Click on “Start menu (Windows mark)” and search from “Search of Programs and Files” on bottom.

(2) In the folder option, click on the “View” tab. Click on “Show hidden files, folders, and drives, under the “Hidden files and folders.”

*Click on "Show all files and folders" for Windows Vista.

(3) Take off the check for “Hide protected operating system files (Recommended)”


(4) Click “Yes” when the warning appears.


(5) Apply => Yes

(6) Close control panel.

Steps to resetting the license. (Delete)

(1) Click on the Windows button and search for the following folder.

For Windows 10 / 8.1 / 8 / 7
C:\ProgramData\Microsoft\PlayReady

For Windows Vista
C:\Documents and Settings\All Users\Application Data\Microsoft\PlayReady

(2) Open the PlayReady folder.

(3) Delete the files inside the folder.
Step 3. Reinstalling Silverlight
(1) Uninstall Silverlight

For Windows 10
“Start Menu” => “ Setting” => “System” => Click on “Application and Function”





For other Windows
“Start menu” => “Control Panel” => Click on “Program and Function”
For Windows 8.1/8, “Access Menu” to the “Control Panel” is displayed when your mouse cursor move to the upper right (or lower right) of the screen in the desktop mode after clicking “gear” mark displayed on right end of the screen.

(2) Choose “Microsoft Silverlight” => Click on “Uninstall”

Then “Microsoft Silverlight” is deleted.

How to install Microsoft Silverlight
After uninstalling the program, please try playing our sample movies once again to start the installation of Microsoft Silverlight.
If the installment does not start, please go to the following website to download Microsoft Silverlight.

Download Microsoft Silverlight (Microsoft)
GET Silverlight
If the window freezes when you try full-screen mode
Please try the following steps if the window freezes when you try the full-screen mode.

1. Right click on the movie and click on [Silverlight(S)]


2. Under the [Playback] tab, turn off "Enable hardware-accelerated playback"


If you still have problems playing the movie in full-screen mode, updating your video card driver to the latest version may solve the problem.

In order to update your video card, please check the website for your video card.
It is displayed “please install Silverlight” although you have already installed Silverlight.
It may not be installed Silverlight properly.

In this case, you need un-install (delete the programs) and re-install of the Silverlight.

Usually, un-install procedure is from the control panel in Windows, but it may not be un-installed properly.

So, please un-install Silverlight with "Fix it" tool provided by Microsoft.

Please refer to the following site of Microsoft support:
The method for re-install Silverlight after cleanup the broken Silverlight.

Reinstalling Silverlight
https://support.microsoft.com/en-us/kb/2608523
I cannot re-install after completed un-installation of the SP Player.
If the message of “the SP Player is already installed” displayed when you open the install screen of the SP Player although you have already un-installed SP Player from the control panel, it may not be completed un-installation properly.

Please delete the related data of SP Player through the following steps and try installation once again.

*Problems with Windows may occur if erroneous operations are taken. If for some reason a malfunction occurs after trying these steps, we cannot take any responsibility for the damage it has caused. Please try the following steps at one’s own risk.

How to show the invisible files
Usually, the license information files are hidden, so please try following steps to display it.

(1) Search from “Search box” with entering ‘Folder’ and start up “Folder Option” or suitable function.

For Windows 10
Search from “Search for Web and Windows ” displayed next to Start button (Windows mark) => Start “Show all files and folders”


For Windows 8.1 / 8
Search from the magnifier icon which is displayed on side of Shutdown button or displayed when move pointer to right side of the screen.

For Windows 7 / vista
Click on “Start menu (Windows mark)” and search from “Search of Programs and Files” on bottom.

(2)(2) In the folder option, click on the “View” tab and check “Show hidden files, folders, and drives” under the “Hidden files and folders.”

*Click on "Show all files and folders" for Windows Vista.

(3)(3) Take off the check for “Hide protected operating system files (Recommended)”


(4)Click “Yes” when the warning appears.


(5)Apply => Yes

(6)Close control panel.


[How to delete the related data of SP Player]

1.Click on Start and open “Computer.”

2.Open the Hard Disk Drive[Windows (C:)]

3.Open the User folder.

4.(User Name*) Open the folder
*Name that you registered to setting randomly.

5.Open the AppData folder.

6.Open the Local folder.

7.Open the Microsoft folder.

8.Open the Silverlight folder.

9.Open the OutOfBrowser folder.

10. Delete the folder “(Numbers*) .wspr.webstream.ne.jp”
*nine figures random numbers

If you complete the above procedures, please download the SP Player once again.
Silverlight doesn’t work with displaying “100%” on the screen. (When you try to download of SP PLAYER, or playback of SP PLAYER and Sample Movie etc. )
If you can’t start up Silverlight with displaying “100%” on the screen when you try to download of SP Player* or playback of SP Player or Sample Movie. Please try following steps.
(*Download of SP Player uses Silverlight function.)

1. Refresh your PC for Windows 8.
If you refresh your PC for Windows 8, Silverlight may not work. In this case, please try procedure in the Microsoft support page.
If you refresh your PC for Windows 8, Silverlight may not work. (Microsoft)

2.The firewall may be blocking it.
Sometimes you cannot display the movie on your PC because of the firewall and/or security software. If these security software are in use, please turn OFF the firewall momentarily, close the software completely, and try playback the movie again.
Please turn on the security software after the download.

3.Reset the license information (Delete)
If you can’t solve your problem although you have tried 1 to 3 steps, please try to reset the license information.

Q & A Reset the license information (Delete)
How can I uninstall Silverlight from Mac PC?
Please try the following steps for uninstall the Silverlight plugin from Mac PC.

(1) Finish all browsers and close all windows including this window. (We recommend printing the following guidance.)

(2) Click on “Finder” or “Macintosh HD” and open “Library”

(3) Select “Internet Plug-Ins”

(4) Drug “Silverlight plugin” to the Dustbin.

(5) Clean up the all contents in the Dustbin and uninstallation of Microsoft Silverlight is completed.
To all Mac Users, "If the install button doesn't appear"
You cannot install the [SP Player] if you are not using Safari. We appreciate your understanding.

If the install button doesn't appear, and you are using Safari 6 or above, please change the settings listed below.

[Safari Settings]
1. Open Safari and go to Menu:Safari>Configuration
2. Click on the Security Tab
3. Check on Internet Plug-ins: Allow Plug-ins Manage Website Settings...
4. Check if the Silverlight for www.akiba-web.com is set on "Allow Always"
5. Click on "Trust" if it is not allowed.
6. Close the Dialog
7. Close Safari and restart Safari

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