QuickTime 7.1.6 (#2): QuickTime content in Web pages not loading (question mark logo) -- fixes; Finder quitting; more

QuickTime content in Web pages not loading -- fixes Several users have reported that they are unable to view QuickTime media embedded in Web pages after applying the QuickTime 7.1.6 update -- an issue typified by a watermarked QuickTime logo with an overlaid question mark (see screenshot at right).

MacFixIt reader Doug writes:

"After updating via Software Update most websites show a big light blue 'Q' with a question mark (?) in the middle of the 'Q' somewhere on the various web pages. Comcast.net loads nothing but a blue screen with the 'Q' and '?'.

"Have repaired permission 3 times now. DiskUtility shows that no permissions needed repair. Re-applied the Quicktime update and repaired permission several more times. No change."

Fixes

Delete QuickTime plugin .plist file The first thing to try if you are experiencing this issue is to navigate to the directory:

• ~/Library/Preferences (the tilde [~] represents the current home user directory)

and delete the file:

• com.apple.quicktime.plugin.preferences.plist

log out and back into your account, then check for persistence of the issue.

Remove QuickTime, VLC plug-ins Failing the above, quit Safari (or your current browser) and look in the following folder:

• /Library/Internet Plug-Ins (this is the Library folder at the root level of your hard drive, not the one inside your home user directory).

Try removing the following files from that directory:

• VLC Plugin.plugin
• QuickTime plugin.plugin

Restart your browser and check for persistence of the issue.

If the problem is not resolved, a different plug-in may be causing the issue. Keep removing files from this directory (start with any third-party plug-ins present) until the issue disappears.

Finder crashing then re-launching Meanwhile, some users are reporting an issue where the Mac OS X Finder persistently quits then re-launches after application of the QuickTime 7.1.6 update.

MacFixIt reader Jim Schmidt writes:

"Since the update my PPC G5 the Finder is crashing and relaunching about every five to ten minutes. I haven't noticed this behavior on the intel iMac."

A similar issue occurred for some users after applying the Mac OS X 10.4.9 update.

Fixes

Re-apply combo updater The tried and true method of re-applying the Mac OS X 10.4.9 combo updater has proven successful for some users experiencing this issue. Download links are as follows:

• Mac OS X 10.4.9 Update Intel, Combo [310 MB]
• Mac OS X 10.4.9 Update PowerPC, Combo [163MB]
• Mac OS X Server Update 10.4.9 Intel, Combo [350 MB]
• Mac OS X Server Update 10.4.9 PowerPC, Combo [216MB]

Note that changes made by QuickTime 7.1.6 and other updates newer than Mac OS X 10.4.9 will not be overwritten by re-applying the combo updater, as explained here.

Delete Finder .plist In many cases, Finder crashes can be resolved by deleting the files: com.apple.finder.plist and com.apple.sidebarlists.plist from the following directory:

• ~/Library/Preferences

then restarting. [note, this is  the Library folder inside your home user folder].

Remove third-party contextual menu items Though it is usually useful only for a situation where the Finder crashes when control-clicking (or right-clicking) an item to access its contextual menu, it may also be applicable in cases of inexplicable Finder crashes.

Check the following folders:

• ~/Library/Contextual Menu Items/
• /Library/Contextual Menu Items/

for recently added third-party contextual that could be causing the crashes. Try temporarily removing all items, then logging out and back in (or restarting) and check for persistence of the freeze. If the problem is gone, add files back one-by-one to determine the culprit.

Notorious culprits for this issue include StuffItCM.plugin.

Check for corrupt/bad fonts, clear font caches Repeated Finder crashes can be caused by corrupt or otherwise problematic fonts or font caches.

First, try clearing font caches with a tool like Font Finagler. Failing that, inspect the following directories:

• ~/Library/Fonts (the tilde [~] represents the current home user directory)
• /Library/Fonts
• /System/Library/Fonts

for recently added fonts that may be causing the problem. Temporarily remove them and check for persistence of the issue. For a list of all the fonts installed by Mac OS X by default, see Knowledge Base article #301332.

Look for problematic login/startup items Look in the following folder:

• /Library/StartupItems

for any third-party startup items that could be causing the issue. You can also open System Preferences, then the "Accounts" pane and turn on or off specific startup items for each user. In some cases, processes that start here can interfere with normal Finder operation.

If you are experiencing dire issues after applying QuickTime 7.1.6 that cannot be resolved by already posted workarounds, you may need to uninstall the update.

This can be accomplished via the following process, adapted from our tutorial on reverting to a previous iteration of Mac OS X. Note, however, that reverting your system will remove any refinements brought by the update and leave your system open to potential vulnerabilities.

First, make a backup of your current Mac OS X installation with the QuickTime update applied, problematic as it may be. If there is an issue along the way, your valuable data will be safely intact in its current form.

Next, you'll need to perform an Archive and Install process to remove all of the QuickTime update's (potentially problem-causing) components, and replace them with the components of a fresh copy provided by the Mac OS X disc that shipped with your system, or a retail Mac OS X disc. Unfortunately, this means you will lose some system settings and some or all third-party system add-ons.

To begin the process, insert your Mac OS X CD or DVD, as indicated above. Restart your machine and hold down the "C" key to boot from the newly inserted disc. Follow the on-screen instructions, and after accepting the license agreement, click "Options." Select "Archive and Install," and check the "Preserve User and Network Settings" option if you'd like to do so.

After the installation process is complete, you will be left with an earlier Mac OS X system that (hopefully) does not suffer from the problems generated by the Security Update. Use Software Update or Apple's download page to download the update that brings your system to a state directly prior to the QuickTime update -- in this case apply the Mac OS X 10.4.9 combo updater and any other subsequent updates that didn't initially cause problems.

Feedback? Late-breakers@macfixit.com.

Previous coverage:

• QuickTime 7.1.6 released: Resolves CanSecWest Java flaw

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