Surface Pro 3 with windows 10 video viewing issue

I have a client with a surface pro 3 running windows 10 and video keeps freezing up on him while viewing courses in Presenter 13.  Does he need NET 4.0 and VSTO Runtime 4?  He is just viewing the course.  Any other suggestions?  I am having hime uodate both his edge and chrome browsers to their latest versions and making sure all of his drivers are up to date.


Rick Reynolds


5 Replies
Rick Reynolds

Ashlkey, thank you for getting back to me so quickly, this has been a real struggle for this customer and he has been exceptionally cooperative and I’d like to get him up to speed as soon as possible. He is checking the browser and flash setups right now, if that isn’t the issue I will be getting back to you, if you don’t mind. At this point if this doesn’t make everything start to work, I am tempted to refer hit to the .Net specs, but if that isn’t going to help, then I’m not real comfortable either. He is with a large client of ours and is the only person that we know of experiencing this issue, any suggestions you may have especially if his browsers are up to speed, along with flash would be very helpful.

Thanks Again

Rick Reynolds

Sent from Mail for Windows 10

Christie Pollick

Hi, Rick -- Thanks for your reply! Ashley is now out of the office for the weekend, but I think it would be best to put you in touch with our Support Engineers directly for additional technical insights.

Unfortunately, I am unable to set up a case on your behalf, as we have more than one person in our system by the name of Rick or Richard Reynolds. Please use this form to submit a ticket, and if you'd like to share your case number, we will be happy to follow along!