Hi, and welcome! My name is XXXXX XXXXX X am excited to get started with you.First, check you sound settings and confirm that your output is set the correct settings. Click on the apple logo in the upper left corner and choose system preferences. Then choose Sound. Click on Output and and make sure Internal Speakers is selected
If not, go ahead and select it
Yes, that's done.
When you press volume up, are you getting a prohibitory sign on your volume icon?
The audio also doesn't work when I plug headphones in.
But does it work when your headphones are unplugged
What operating system are you running?
Have you recently installed applications or plug ins? When did this issue occur?
I noticed it yesterday. I know it was working normally on Monday. I did install new software earlier this week.
Can you go back to your sound preferences again. In both the output and input section. Can you check to see if the mute box is checked towards the bottom
It's not checked in either place.
Ok good. I see you already reset your PRAM, next we will reset your SMC. Before we do that, lets check for updates. Click on the apple logo in the upper left corner and choose software updates. Are any available?
Which ones are available?
OS X update 10.8.5 , iTunes, Firmware 2.6, digital camera RAW, printer update, iMovie, Evernote, and Tweetdeck
Oh, and iPhoto
The OS X update 10.8.5 is and the firmware are important. Go ahead and install all of them. It will require a restart. Are you chatting from your computer now?
Ok so bookmark our chat before you install your updates so you can get back to me :) To bookmark Click on bookmarks in the top menu bar and choose add bookmark. You can also click on the link in your email
OKay, I'll be right back!
Ok I will be here
Great. Now that your updates are complete, can you see if you have sound
okay I'll check
Ok lets reset your SMC. Here is what you will need to do
When your computer boots back up, check for sound
Hmm when you press the volume up button, what icon appears
The regular volume icon. It makes the little poppy sound to indicate that it's raising the volume but that's all I can hear.
Oh then you do have sound now if you hear the pop. Ok now open a new page and go to youtube and play a video
I could always hear the pop, still no sound on youtube
Then there may be a settings issue. It defiantly not hardware related. Go back to your sound preferences again
Are there Soundflower or other external speakers listed
I'm sorry, "output"?
I just "selected" it and it turned blue, it had been gray before
I selected "internal speakers"
Ok good now give your sound another try
still no sound, and I can see that the blue turns back to gray where it says "internal speakers" it's like it's not saving the selection or soemthing
It should turn grey thats normal. Ok lets move on to repairing your computers permissions. This is done when the user is no longer able to perform task they they were able to do in the past. Click on the magnifying glass in the upper right corner and type in disk utility
This is so weird. I can play music from itunes but no audio that accompanies video will play
okay I did that
In the left column, select macintosh HD and then at the bottom choose repair permissions
So you can play music, but you can not play videos
Or the video plays but not audio is attached?
video plays but not audio
repairing permissions now
Are these videos in itunes?
okay that's done
Do you have any video in iTunes that you can play so we can isolate your issue?
i don't, i just looked
Do you have Chrome?
i usually run Firefox
Try launching videos from Safari then
didn't work in Safari
Click on this link and let me know if it plays audio http://vimeo.com/watch
yep, worked fine. also could play fine from a video in iPhoto
maybe youtube is broken!
You may have an issue with Flash. At least we isolated your issue and can defiantly rule out hardware. Next, I will have you download chrome since flash is already installed. Click on this link and install chrome https://www.google.com/intl/en/chrome/browser/?hl=en&brand=CHNG&utm_source=en-hpp&utm_medium=hpp&utm_campaign=en
Now go onto youtube and launch a video
You did it! It worked!
I have been thinking I should switch to Chrome...:)
Ok so then we know your issue is just with Safari. I LOVE chrome. I am all apple but chrome is the best
All that means is you will need to re-install Flash
So safari and firefox can work
Hey, you are terrific. Thank you so much for sticking with me.
Okay, I'll reinstall Flash.
Go to the Adobe website
Click here http://get2.adobe.com/flashplayer/
I installed it but there's still no sound on the the youtube videos. should I shut down and restart?
Yes you should restart. If for some reason re-installing flash did not fix Safari, I have one more trick up my sleeve that we can try
dang, still no audio
Ok lets delete the audio file. First, open Garageband on your computer
Opening Garageband searches for all of your sound files
You can then choose quit
Next, Open finder and click on Go in the top menu bar
Choose Go to folder and paste
You should then see a Library folder. Within the folder, click on Preferences
i don't see that in Go
It is in the top menu bar next to the apple logo. You will have to open finder or click anywhere on the desktop for the menu options to change
okay I'm there
Within the preference folder locate Macromedia and trash it
Now restart your computer and try safari *fingers crossed*
do I empty the trash?
okay here we go
I don't think it was the crossed fingers, though :)
you're a rock star. thanks so much!