Fix Silverlight Issues

General Steps to Fix Silverlight 

Silverlight is a browser plug-in (also called an add-on or add-in). If Silverlight does not install (or repeatedly prompts to install), or does not run properly in your browser (displaying either a System Exception error, an error 4001, a blank page, or a blank frame without the menu items in Navigator Web), progressively implement each of the following steps until the problem is resolved: 

1. Install Silverlight in a browser that supports plug-ins:
   • To install Silverlight in Windows 10, open Microsoft Edge browser, enter the address of CTI Navigator Web for your MLS, click the "More Actions" icon at the top right of Edge toolbar, and select "Open with Internet Explorer."
   • To install Silverlight in Internet Explorer on Windows 8 and 8.1, IE must be open in Desktop Mode.
2. Verify that Silverlight is installed (see below).
3. Ensure that the Silverlight plug-in is enabled in the browser ( Internet Explorer,  Firefox, or Opera) or through a browser extension (such as IE Tab in Chrome). 
   • On a Mac, also ensure Silverlight is unrestricted when running in Safari on the website for your MLS , or is Activated on the current web page when running in Firefox.
4. Clear temporary Internet browsing files (see instructions to clear browsing History, Data, or Cache for your browser at "Fix Internet Browser Issues")
5. Close all browser screens. Then re-start the browser and open the website for CTI Navigator Web first
6. In Internet Explorer* 11, 10, or 9: 
   • select Tools in the browser menu and un-check "ActiveX Filtering" (for more information see "About ActiveX Filtering" by Microsoft) -   or 
   • click the Tools icon , select Safety, and un-check "ActiveX Filtering".
7. For all Windows browsers, select Internet Options in the Windows Control Panel. (If Control Panel is set to "Category View", first select “Network and Internet” then select Internet Options.)  In Internet Explorer you can select Internet Options under Tools or Tools icon.  Then, on the Internet Options screen in the Control Panel or IE:
   • select Connections tab > LAN Settings button > Un-check "Automatically Detect Settings"; and  
   • select Advanced tab > under Accelerated Graphics, either check "Use software rendering instead of GPU rendering" if it is not checked (or un-check it if it is already checked and update the driver for your graphics card), OR  click here to run Microsoft's Fix-It utlity > restart the computer for changes to take effect.
   • Set Internet Explorer to Compatibility View
8. In Firefox, set Preferences to use software acceleration for graphics (i.e., not use hardware acceleration): 
   • click Options under Tools or the menu icon, and select Advanced in the left menu
   • under the General tab, un-check “Use hardware acceleration when available.”
9. In Chrome or Firefox, install the IE Tab extension appropriate for your browser, and enable the IE Tab extension when running CTI Navigator Web.

10. For continuing Internet security updates in Windows XP and Vista, run Silverlight in the Opera browser (rather than Internet Explorer or Chrome which no longer issue security updates for versions of Windows no longer supported by Microsoft).

11. Close the browser with the problem, and open Navigator Web in a different browser.

If Silverlight is installed, enabled, and the browser's temporary Internet browsing files have been completely cleared, but Silverlight does not work properly in any browser on this computer, Un-install Silverlight and then install the latest version. If uninstalling and reinstalling Silverlight does not resolve the problem, see the "Clean Corrupted Silverlight Installation in Windows " or "Fix Silverlight in Mac" section below as appropriate. 

If Silverlight runs correctly in one browser but not correctly in another browser on your computer, the non-supporting browser itself may need to be reset, restored, un-installed and re-installed, or replaced by an earlier version. For instructions on managing browsers, see "Fix Internet Browser Issues" in the Related Articles at the end of this web page. 

Verify Silverlight Version Installed

To verify the version of Silverlight installed on a computer, click here (or go to http://www.microsoft.com/getsilverlight/Get-Started/Install/Default.aspx).  At this website Microsoft also provides install and uninstall instructions, and a chart of compatible operating systems and browsers for the version of Silverlight installed on your computer. If your installed version is earlier than the "current" (latest) version, you can click on the "Current version" number to install it on your computer if desired. 

To verify the version of Silverlight installed on a Mac, you can click Help and select "Installed Plug-ins" in the Safari browser menu. Then scroll down to view the Silverlight Plug-in information. 

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Install Silverlight

Download Microsoft's latest Silverlight browser plug-in at "Download Microsoft Silverlight" (or select the desired version under Download Selected Version of Silverlight in the Related Articles at the end of this web page) using the method appropriate for your Internet browser and computer operating system. The basic installation steps are:  

• To install in Internet Explorer in Windows:  Click Save (or Run) to download the Silverlight.exe installation file, and then click Open or Run to install the downloaded file. 
  • In Windows 10, open the Microsoft Edge browser, enter the URL address of CTI Navigator Web for your MLS, click the "More Actions" icon (3 dot ellipsis symbol) at the top right of the Edge browser toolbar, and select "Open with Internet Explorer".
  • In Windows 8 and 8.1 Internet Explorer must be open in "Desktop Mode" with address bar and controls at the top of the screen rather than in Tiles Mode with address bar and controls at the bottom of the screen (click here for more information).
  • Version 5.1 of Silverlight  has a Windows 64-bit component that is compatible with 64-bit Internet Explorer (see below).
  • Earlier versions of Silverlight (4 and below) are compatible only with Internet browsers running in (32-bit) mode (such as Internet Explorer, Chrome, Safari and Firefox). To check IE's mode. either click on the gear icon in the upper-right corner of your browser screen and choose "About Internet Explorer"; or hold down Alt+H  and then press A. To run the standard (32-bit) version of IE in 64-bit Windows, click Start and select "Internet Explorer" -- instead of "Internet Explorer (64-bit)".
• To install in Internet Explorer in 64-bit Windows:  Click here to download the Silverlight_x86.exe installation file, and then click Run/Open to install the downloaded file. This installs Silverlight version 5 with its 64-bit component. 
• To install in Mozilla Firefox or in Opera in Windows:  Save Silverlight.exe to your computer, and then select Open to start the installation. 
• To install in Google Chrome in Windows:  Save Silverlight.exe to your computer, and then select Open to install. To run Silverlight, you must also install an IE Tab extension to Chrome.   
• To install in Mac OSX:  Save File "Silverlight.dmg" to your computer (typically your Downloads folder), and then double-click on "Silverlight.pkg" to start the installation.
  • If Silverlight does not download in your Mac, set the computer's System Preferences for "Security & Privacy" to "Allow apps to download from the Mac App Store AND Identified Developers" rather than only from the "Mac App Store"  as described here.
• Chrome in Mac no longer supports plug-ins such as Silverlight on a Mac.

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Enable Silverlight 

Normally add-ons/plug-ins such as Silverlight are automatically enabled when installed. However, they can be disabled manually, by other programs, or by browser updates. 

Internet Explorer (IE). To ensure that Silverlight is installed and enabled to run in Internet Explorer (8 and later):

1. Open Internet Explorer
2. Select Tools in the menu bar (or the gear icon in the top of the browser) 
3. Select "Manage Add-ons"
4. Under "Add-on Types", select "Toolbars and Extensions"
5. Under "Show", select "All add-ons"
6. Browse down to the Microsoft Corporation section, and select "Microsoft Silverlight"
7. Verify or click the Enable button
8. Click the Close button. 

Firefox.  To ensure that Silverlight is installed and enabled to run in Firefox:  

1. Open Firefox 
2. Click the Menu icon, or click Tools in the Menu Bar (if displayed) 
3. Select Add-ons 
4. Select Plugins 
5. Beside "Silverlight Plug-in" verify or click
   • Always Activate  
     • Note. Currently in Firefox on a Mac, plugins such as Silverlight must be "activated" (or re-activated) individually on each active web page.

To activate a plugin (such as Silverlight or IE Tab) on a web page in Firefox on a Mac, you can either:

• press the Enter key after clicking with the mouse;  - OR -
• double-click on the plugin icon  (that looks like a “Lego” piece or “binoculars") just to the left of the URL address for the web page in Firefox.  - OR -
• single-click on the plugin icon, and then click the “Continue Allowing” button that drops down;  - OR -
• single-click on the plugin icon, and then click back on the original web page;  - OR -
• click onto any other open tab in Firefox and then click back on the original webpage.

If you cannot type in a text or data entry box for CTI Navigator Web in Firefox on a Mac, activate the Silverlight plug-in for the current web page as described above. Otherwise, use the Safari browser in unrestricted mode on a Mac.

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Chrome on Windows. Starting with version 45, Chrome will no longer support legacy plug-ins such as Silverlight in Windows. Therefore to enable Silverlight to run in Chrome on Windows, always add the IE Tab extension to your Chrome (as described here).

Prior to version 45, Chrome can be set to enable Silverlight to run in Windows as follows:

1. Type "chrome://flags/#enable-npapi" in the browser URL/Search omnibox, scroll to "Enable NPAPI", and click the Enable button {Chrome version 42, 43, and 44 only.}
2. Type "chrome://plugins" in the browser URL/Search omnibox, scroll to Silverlight,  and verify or click "Enable"; also check "Always allowed to run".

Chrome on Mac.  Starting with version 42, Chrome no longer supports plug-ins such as Silverlight on a Mac.

Opera. To ensure that Silverlight is installed and enabled to run in the Opera browser:

1. Open Opera
2. Click Menu (on the top left corner of the screen)
3. Select Settings
4. Select Websites
5. Under Plug-ins select "Manage Individual Plug-ins..."
6. Verify that Silverlight is listed.
7. If "disabled" displays to the right of Silverlight version, click the Enable button beneath Silverlight. Do not click this button if it displays Disable.

Note: For continuing Internet security updates in Windows XP and Vista, run Silverlight in the Opera browser (rather than Internet Explorer or Chrome which no longer issue security updates for versions of Windows no longer supported by Microsoft).

Safari. To ensure that Silverlight is installed and enabled to run in Safari (6.0 and earlier):

1. Open Safari 
2. Click Help and select "Installed Plugins" in the top menu of the browser
3. Scroll down to see "Silverlight plug-in"
4. Close Help
5. Open Preferences
   • In Mac: click Safari in the top menu and then select Preferences
   • In Windows: click Edit or Settings, and then select Preferences
6. Select Security
7. Beside Internet plug-ins, check "Allow all other Plug-ins" or see Safari Plug-in Manager below
8. Click Close. 

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Safari Plug-in Manager in Mac (OS X)

To provide an extra level of security, Safari automatically sandboxes (see sandbox note below) all plug-ins (such as Adobe Flash and Microsoft Silverlight) to limit their access to key system resources. However, Safari (6.1 and later) includes a plug-in manager that allows users to set the level of security to be enforced for specific plug-ins, either on a per website basis (such as just for the website where CTI Navigator Web runs for your MLS) or globally (for all other websites).

System Exception Error: if Silverlight cannot access needed computing resources (such as extra working memory), CTI Navigator Web functions may fail and display a "System Exception error" message. System Exception errors may or may not be fatal. Other Navigator Web functions may continue to operate correctly, and the failed function may recover if needed resources become unblocked or become available (such as by closing other browser screens or apps to free up working memory). However, to avoid System Exception error interruptions, always set Safari's Preferences to run Silverlight in Un-safe mode (as described above).

Sandbox Note. Sandboxing is a security mechanism to tightly restrict access to computer memory, operating system resources, and user files for unknown or untrusted code or unknown or untrusted websites.

Permissions Options:

• Ask: temporarily blocks a plug-in from loading and running in the sandbox until you click on the “blocked” notification and select On or Allow for this instance
• On or Allow: allows only the most current version of the plug-in to load into the browser and run (restricted) in the sandbox
• Allow Always: allows any version of the plug-in to load (including older versions which may be compromised) and run in the sandbox
• Off or Block: always prevents the plug-in from loading
• Run in Unsafe Mode: allows the plug-in to run with full computer resource access, without any sandbox restrictions
• Trust: allows a plug-in to run in unsafe mode, which can access your personal data and documents.

Note that third-party plug-in managers (such as ClickToPlugin) may interfere with or override settings in Safari’s plug-in manager.

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Stabilize Silverlight in Chrome or Firefox in Windows using the IE Tab browser extension 

Click here for instructions on how to add the IE Tab extension to your Chrome or Firefox browser in Windows.

Keep Silverlight Up-to-date

Enable the auto-update feature in Silverlight to ensure that your computer is using the latest Silverlight functionality and security.

1. Right-click on a web page using Silverlight
2. Left click on the word Silverlight
3. Click the Updates tab on the Microsoft Silverlight Configuration screen
4. Check "Install updates automatically (recommended)".
   • If this option is not available (when User Account Control is enabled in Windows), select "Check for updates, but let me choose whether to download and install them."
   • If neither option is available, update your Windows (because some component is out-of-date).

Uninstall Silverlight 

To uninstall Silverlight in Windows Vista:

• Close all browser screens
• Click Start > Control Panel
• In Classic View:
  • Select Control Panel Home in the left pane 
  • Under Programs, click on "Uninstall a Program"
• In Category View:
  • Select “Programs & Features”
  • Click Uninstall/Change
• Select Microsoft Silverlight and click Uninstall
• Click Yes to Confirm and click Allow to continue.

To uninstall Silverlight in Windows XP or 2003:

• Log into Windows with Administrator account
• Close all browser screens
• Click Start > Control Panel
• Double-click on Add/Remove Programs
• Select Microsoft Silverlight
• Click Remove > Yes to confirm and continue.

1. Close all your browser screens (Safari and any other browsers) to clear temporary files.
   • Re-open your browser and use it to verify which version of Silverlight is installed either by clicking on the "Verify Installed Version of Silverlight" link, or
     • in Safari: verify that Silverlight is recognized as installed by selecting Help > "Installed Plug-ins"
     • in Firefox: verify the version and status of Silverlight by selecting Tools > Add-ons > Plugins and ensure it is set to "Always Activate".
     • in Chrome: type "chrome://plugins" in the browser URL/Search omnibox, scroll to Silverlight, verify or click "Enable"; and also check "Always allow"
   • Un-install any version of Silverlight earlier than version 4  (i.e., uninstall version 1, 2 or 3 if listed). 
     • Note. While version 5 is the current version and is normally preferred, if it is not working correctly in your browser after completing steps 1 - 4, you may try uninstalling and replacing it with version 4 if that version is still available. (See "Uninstall Silverlight on Apple Mac" above, or step 4 below.)
   • Re-open your browser and try to log into CTI Navigator Web again. 
2. Open the CTI Navigator Web sign-in page in Safari and set Safari to run Silverlight without restrictions at this specific website (see Safari Plug-in Manager on Mac above, or the summary  below):
   • Click the word Safari in the browser's top menu, select Preferences... and then the Security tab (or hold down the Command key and press the comma key)
   • Verify "Enable JavaScript" is checked, "Block pop-up windows" is not checked (under the Edit menu in older versions of Safari), and Allow Plug-ins" (or Enable plug-ins) is checked
   • Beside "Internet plug-ins" check "Allow Plug-ins", and then click the "Website Settings..." button
   • On the left pane, click on Silverlight, and on the right pane, select the CTI Navigator website address you are using for your MLS
   • Click the button to the right of that address and select "Run in Unsafe Mode" {meaning without restrictions}
   • Click Done, and when prompted, click the button to Trust the CTI Navigator website to run Silverlight in unsafe mode.
   • Close all Safari screens and then re-open the CTI Navigator Web sign-in page in Safari.  
3. Remove Cookies and other website data (which may contain past errors) in Safari:
   • Click the word Safari in the browser's top menu and select Preferences...
   • In Safari 7 and later select the Privacy tab
   • Either click the "Remove All Website Data" button, or, to select and remove data for a specific website , click the Details button, select the specific website (such as ctimls.com), and click the Remove button 
   • Close Safari and then re-open the browser. 
4. Reset Safari to its original defaults by clicking Safari in the browser menu, selecting "Reset Safari..". (click here for details), and un-check any items you do not wish to remove.

5. If the Silverlight error persists, un-install Silverlight (see un-install details above or summary below): 

   • Close all browser screens
   • Open Finder and browse to the hard drive where Silverlight is installed
   • Select/Open Library > select/open Internet Plug-ins
   • Click on the Silverlight.plugin and drag to Trash
   • If displayed, also click on "WPFe.plugin" and drag to Trash
   • Empty Trash! (You may need to restart your computer to ensure that all file components are removed.)

   Uninstall note: It’s very important that all Silverlight components are completely removed from your computer.  If you encounter difficulty uninstalling Silverlight on a Mac, you might run a free Mac app removal utility such as FreeMacSoft's AppCleaner (see Download Free AppCleaner for Mac in the Related Articles at the end of this web page), and delete the appropriate installed components found by the app removal utility. Otherwise, contact a Mac specialist either at Apple (phone 800-275-2273) or the national Tech Helpline for your state Association of Realtors (407-587-1450 for FAR members and 877-573-5611 for GAR members).
    

6. Re-install Silverlight (see "Install Silverlight in Mac" above). Then try to log into CTI Navigator Web again. 
7. If Safari on your computer still will not support the Silverlight plug-in, download, install and enable a current version of Mozilla Firefox and activate Silverlight for the curent web page (in Windows but not Mac, install and enable Google Chrome).
8. If Firefox or its extensions do not function properly, follow the steps described in the MozillaZine article "Refresh Firefox - Reset add-ons and Settings"; and if necessary, "Standard Diagnositic - Firefox".

{rev. 01.02.2017}