How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Mike Your Own Question

Mike
Mike, Mac Medic
Category: Mac
Satisfied Customers: 6533
Experience:  Over 20 years IT experience with Apple computers in publishing, marketing and design.
Type Your Mac Question Here...
Mike is online now
A new question is answered every 9 seconds

I am getting an error message Problem loading page when trying

Customer Question

I am getting an error message Problem loading page when trying to access youtube. I'm using firefox as my browser but have also tried safari and chrome and get the same result.
Submitted: 1 year ago.
Category: Mac
Expert:  Mike replied 1 year ago.
Please go to the Apple logo on the upper left of the screen, go to About This Mac (DO NOT Select More Info), and tell me the Version (under Mac OS X), the Processor and the Memory, it is all right there.
Customer: replied 1 year ago.

OS X Version 10.8.3


 


processor 2.66 GHz Intel Core 2 Duo


 


memory 4 GB 1067 MHz DDR3

Expert:  Mike replied 1 year ago.
I want you to check some things that may or may not be affecting the situation. I am required to post any procedure as an Answer even if it is just a diagnostic test, so please ignore the Rate to Finish box and Reply to Expert after you have tried that.

Restart the computer while holding the Command and R keys to boot to Recovery HD partition, when it boots select the Disk Utility and Continue. Then select Macintosh HD on the left and first Verify Disk on the right and if that is OK Repair Permissions. If Verify Disk is not OK try to Repair Disk.
Customer: replied 1 year ago.
Ok I have now verified the disk, it was ok, and then I repaired permissions as instructed and restarted. Tried to pull up YouTube and was still successful.
Expert:  Mike replied 1 year ago.
I assume you mean unsuccessful? Do you have problems with any other sites? What is the exact error message?
Customer: replied 1 year ago.

oops I'm sorry. yes i meant unsuccessful. I am not having any problems accessing any other site as far as I can tell. If I directly try to open www.youtube.com or when I open a page that has a youtube video embedded I am having the problem. The message is always Problem loading page. The connection timed out. The server is taking to long to respond.

Expert:  Mike replied 1 year ago.
OK go to System Preferences/ Network / Advanced / DNS tab, use the plus sign to add these servers, then restart the computer and try again.

8.8.8.8
8.8.4.4
Customer: replied 1 year ago.

ok, i added the servers and restarted and still got the same result.

Expert:  Mike replied 1 year ago.
Ok open Network Utility and select the lookup tab, type in youtube.com then select Lookup. Paste the results here.
Customer: replied 1 year ago.

Lookup has started…

Trying "youtube.com"
;; Truncated, retrying in TCP mode.
Trying "youtube.com"
;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 20637
;; flags: qr rd ra; QUERY: 1, ANSWER: 22, AUTHORITY: 0, ADDITIONAL: 0

;; QUESTION SECTION:
;youtube.com. IN ANY

;; ANSWER SECTION:
youtube.com. 299 IN A 173.194.34.5
youtube.com. 299 IN A 173.194.34.9
youtube.com. 299 IN A 173.194.34.6
youtube.com. 299 IN A 173.194.34.2
youtube.com. 299 IN A 173.194.34.1
youtube.com. 299 IN A 173.194.34.0
youtube.com. 299 IN A 173.194.34.14
youtube.com. 299 IN A 173.194.34.8
youtube.com. 299 IN A 173.194.34.4
youtube.com. 299 IN A 173.194.34.7
youtube.com. 299 IN A 173.194.34.3
youtube.com. 3599 IN SOA ns1.google.com. dns-admin.google.com. XXXXXXXXXXNNN-NN-NNNN604800 600
youtube.com. 3599 IN TXT "v=spf1 ip4:208.117.224.0/19 ip4:208.65.152.0/22 ip4:64.15.112.0/20 include:google.com mx -all"
youtube.com. 599 IN MX 40 alt3.aspmx.l.google.com.
youtube.com. 599 IN MX 20 alt1.aspmx.l.google.com.
youtube.com. 21599 IN NS ns2.google.com.
youtube.com. 21599 IN NS ns3.google.com.
youtube.com. 21599 IN NS ns4.google.com.
youtube.com. 599 IN MX 10 aspmx.l.google.com.
youtube.com. 21599 IN NS ns1.google.com.
youtube.com. 599 IN MX 50 alt4.aspmx.l.google.com.
youtube.com. 599 IN MX 30 alt2.aspmx.l.google.com.

Received 544 bytes from 8.8.8.8#53 in 78 ms

Expert:  Mike replied 1 year ago.
What country are you in and is this your home network? Who is your service provider?
Customer: replied 1 year ago.

I'm in France. I'm on my home network and the provider is Orange

Expert:  Mike replied 1 year ago.
OK remove all DNS servers from Network Preferences and put this one in:

82.229.244.191
Customer: replied 1 year ago.
After putting that in I couldn't get any pages to open.
Expert:  Mike replied 1 year ago.
Ok put just these back in:

8.8.8.8
8.8.4.4

go to System Preferences/ Security and turn off the Firewall. Do you have any virus or security software installed?
Customer: replied 1 year ago.

no I don't have any. should i still turn off the firewall?


 

Expert:  Mike replied 1 year ago.
Yes. Then open Safari and go to Safari / Preferences / Extensions tab and turn off. Then go to Safari / Reset Safari and check all boxes then Reset. Then go to youtube.com
Customer: replied 1 year ago.

I followed the steps and we still have the same result.

Expert:  Mike replied 1 year ago.
Please try the Chrome browser:

http://www.google.com/intl/fr/chrome/browser/
Customer: replied 1 year ago.

tried Chrome and it also didnt work


 

Expert:  Mike replied 1 year ago.
Go here with any browser and tell me if you see the flash animation and then what version is listed in the box:

http://www.adobe.com/software/flash/about/
Customer: replied 1 year ago.

yes i see the animation.


 


11,6,602,180 installed

Expert:  Mike replied 1 year ago.
Please install the latest version:

http://get.adobe.com/flashplayer/?promoid=JZEFT
Customer: replied 1 year ago.

ok i installed the latest version and then tried youtube and nothing has changed, same message.

Expert:  Mike replied 1 year ago.
Open Terminal and copy and paste each of these lines and hit Return after each then restart and reinstall Flash, then try again.

rm /Library/Internet Plug-Ins

hit Return

rm ~/Library/Internet Plug-Ins

hit Return

sudo killall -HUP mDNSResponder

put in password XXXXX hit Return, restart, reinstall Flash, try youtube.
Customer: replied 1 year ago.

followed your steps in terminal, then restarted and was able to successfully reinstall Flash. Tried YouTube and got the same result as before.

Expert:  Mike replied 1 year ago.
OK can you try at a local hotspot so we can see if it is your service provider?
Expert:  Mike replied 1 year ago.
I would also reinstall this:

http://support.apple.com/kb/DL1640
Customer: replied 1 year ago.

I was able to finally get to a hotspot and Youtube would still not load. I also downloaded and reinstalled the update from apple. No change.

Expert:  Mike replied 1 year ago.
Please go to System Preferences / Users & Groups and make a new admin user account then log out of your account and into that new account. See if the problem persists.
Customer: replied 1 year ago.

I created the new account and tried youtube and it didnt work.

Expert:  Mike replied 1 year ago.
Wow... when you were at the hot spot I assume others around you had no problems with YouTube? Try uninstalling Flash and reinstall:

http://helpx.adobe.com/flash-player/kb/uninstall-flash-player-mac-os.html
Customer: replied 1 year ago.

ya no one else had any problems. I have an Ipad and a phone that I am able to use to watch and access youtube with no problems here on my network. The computer is the only one that won't work.

Expert:  Mike replied 1 year ago.
OK if uninstalling and reinstalling Flash does not work I suggest you reinstall Mountain Lion:

Restart and hold Command and R keys to boot to Recovery HD partition, when it boots select the Disk Utility and Continue. Then select Macintosh HD on the left and first Verify Disk on the right and if that is OK Repair Permissions on the left. If Verify Disk is not OK try to Repair Disk. If all is OK quit Disk Utility and select Reinstall Mac OS X.
Customer: replied 1 year ago.

After uninstalling and reinstalling Flash it still wasn't working. I will do the reinstall later today and get back to you with the results. By the way thanks for all your help so far, all though we haven't found a solution you have done a good job instructing me what steps to take. I will message you later after I try the reinstall of OS X

Expert:  Mike replied 1 year ago.
OK good luck.

JustAnswer in the News:

 
 
 
Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.
 
 
 

What Customers are Saying:

 
 
 
  • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
< Last | Next >
  • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
  • The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you! Frank Canada
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C. Freshfield, Liverpool, UK
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex Los Angeles, CA
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP Hesperia, CA
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin Kernersville, NC
 
 
 

Meet The Experts:

 
 
 
  • Mike

    Mac Medic

    Satisfied Customers:

    6256
    Over 20 years IT experience with Apple computers in publishing, marketing and design.
< Last | Next >
  • http://ww2.justanswer.com/uploads/macthelife/2009-10-20_1899_mikesebaharsquare64.jpg Mike's Avatar

    Mike

    Mac Medic

    Satisfied Customers:

    6256
    Over 20 years IT experience with Apple computers in publishing, marketing and design.
  • http://ww2.justanswer.com/uploads/AS/ashiknasameen/2012-5-15_141836_final2.64x64.jpg Ashik's Avatar

    Ashik

    Mac Helper

    Satisfied Customers:

    5282
    7+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc
  • http://ww2.justanswer.com/uploads/DP/dpean/2012-6-6_172828_avatorme1.64x64.JPG Daniel's Avatar

    Daniel

    Mac Genius

    Satisfied Customers:

    4670
    Apple certified on desktop and portable, help desk qualified. Have owned and used Macs since 1989.
  • http://ww2.justanswer.com/uploads/VI/vinodvmenon2005/1.64x64.jpg Vinod Menon's Avatar

    Vinod Menon

    Support Specialist

    Satisfied Customers:

    2068
    worked as a Tech support Associate for Apple products
  • http://ww2.justanswer.com/uploads/BE/beboo/2011-1-14_201648_n5063313142021801763.64x64.jpg Brandon M.'s Avatar

    Brandon M.

    Mac Support Specialist

    Satisfied Customers:

    1501
    10+ Years Mac Support as contractor and currently an IT Manager for law firm
  • http://ww2.justanswer.com/uploads/MA/MacDruid/IMG_0232.64x64.JPG John T. F.'s Avatar

    John T. F.

    Mac Druid

    Satisfied Customers:

    1408
    20+ years in the computer/Mac industry
  • http://ww2.justanswer.com/uploads/MA/MacHelpdesk/1d2d506.64x64.jpg David's Avatar

    David

    Mac Support Specialist

    Satisfied Customers:

    1236
    BSc, H.Dip, Apple Certified