Are you experiencing a plug-in error with your online player? If so, please see below for help on how to resolve this issue:

Windows Troubleshooting

Try an alternate browser

Please update to the latest version of Google Chrome to ensure your computer is optimised for our web player

Troubleshoot your browser
  1. Clear your browser's cache and cookies (Ctrl + Shift + Delete)

  2. Close and then restart your browser

Enabling Silverlight DRM
Silverlight's Digital Rights Management (DRM) must be enabled to stream Optus Sport content.
  1. Right-click on the error message and choose Silverlight

  2. Click the Playback tab

  3. Make sure that the Enable download and updates to components required for protected content playback box is checked

  4. Click OK

Rebooting your computer
Shut down and then restart your computer
Clearing Silverlight temporary files - Windows XP

Note: Clearing Silverlight temporary files is an advanced troubleshooting step. Try all other troubleshooting before resorting to deleting Silverlight temporary files.

  1. Quit all open browsers (including this window)  - You may want to print the following steps

  2. Press and hold the Windows key and tap the letter R on the keyboard at the same time. This displays the Run window/

  3. Type %userprofile% and select OK

  4. Open the Local Settings folder. If you do not see the Local Settings folder, you may need to enable hidden files and folders. Note: If you enable Show Hidden Files and Folders, make sure to change back to Do Not Show Hidden Files and Folders when you are through with the steps below

    1. Click Tools

    2. Click Folder Options

    3. Click the View tab

    4. Select Show Hidden Files and Folders

    5. Click OK

    6. Now open the Local Settings folder

  5. Open the Application Data folder

  6. Open the Microsoft folder

  7. Open the Silverlight folder

  8. Right click on the is folder and choose Delete

  9. Open your web browser and try sport.optus.com.au again

Clearing Silverlight temporary files - all other Windows versions

Note: Clearing Silverlight temporary files is an advanced troubleshooting step. Try all other troubleshooting before resorting to deleting Silverlight temporary files

  1. Quit all open browsers (including this window)  - You may want to print the following steps

  2. Press and hold the Windows key and tap the letter R on the keyboard at the same time. This displays the Run window

  3. Type %userprofile%/appdata and select OK

  4. Open the LocalLow folder

  5. Open the Microsoft folder

  6. Open the Silverlight folder

  7. Right-click on the is folder and select Delete

  8. Open your web browser and try sport.optus.com.au again

Deleting The mspr.hds File (Windows XP)
  1. Quit all open browsers (including this window)  - You may want to print the following steps

  2. Press and hold the Windows key and tap the letter R on the keyboard at the same time

  3. Type %allusersprofile% then select OK.

  4. Open the Application Data Folder

  5. If the Application Data folder is missing, you need to show hidden files and folders. Note: If you enable Show Hidden Files and Folders, be sure to change back to Do Not Show Hidden Files and Folders when you are done troubleshooting

    1. Click on Folder Options

    2. Click on the View tab

    3. Select Show Hidden Files and Folders

    4. Click OK

  6. Click on Tools

  7. Open the Microsoft folder

  8. Open the PlayReady folder. If the PlayReady folder is missing, you either do not have administrative privileges or your Silverlight installation has become corrupt and needs to be reinstalled

    1. To continue, log in as an administrator on your computer, or take your computer to your system administrator for more help

  9. Right-Click the mspr.hds file and click Delete

  10. Open your web browser and try sport.optus.com.au again

Deleting The mspr.hds File (Windows 7/Vista)
  1. Quit all open browsers (including this window)  - You may want to print the following steps

  2. Press and hold the Windows key and tap the letter R on the keyboard at the same time

  3. Type %programdata% then select OK

  4. Open the Microsoft folder

  5. Open the PlayReady and/or PlayReadySilverlight folder. If the PlayReady and/or PlayReadySilverlight folder is missing, you either do not have administrative privileges or your Silverlight installation has become corrupt and needs to be reinstalled

    1. To continue, log in as an administrator on your computer, or take your computer to your system administrator for more help

  6. Right-Click on mspr.hds and click Delete

  7. Open your web browser and try sport.optus.com.au again

Deleting The mspr.hds File (Windows 8)
  1. Quit all open browsers (including this window)  - You may want to print the following steps

  2. Bring up the Charms Bar by swiping from the right or moving your mouse to the bottom right corner of the screen

  3. Choose Search

  4. In the Search bar, enter %programdata%

  5. Tap or press Enter on the keyboard to display the contents of the ProgramData folder

  6. Open the Microsoft folder

  7. Open the PlayReady and/or PlayReadySilverlight folder. If the PlayReady and/or PlayReadySilverlight folder is missing, you either do not have administrative privileges or your Silverlight installation has become corrupt and needs to be reinstalled

    1. To continue, log in as an administrator on your computer, or take your computer to your system administrator for more help

  8. Right Click or Press and Hold on mspr.hds and click Delete

  9. Open your web browser and try sport.optus.com.au again

Deleting The mspr.hds File (Windows 10)
  1. Quit all open browsers (including this window)  - You may want to print the following steps

  2. From your desktop, click on the search box in the lower left corner of the screen

  3. In the Search bar, enter %programdata%

  4. Tap or press Enter on the keyboard to display the contents of the ProgramData folder

  5. Open the Microsoft folder

  6. Open the PlayReady and/or PlayReadySilverlight folder. If the PlayReady and/or PlayReadySilverlight folder is missing, you either do not have administrative privileges or your Silverlight installation has become corrupt and needs to be reinstalled

    1. To continue, sign in as an administrator on your computer, or take your computer to your system administrator for more help

  7. Right click or press and hold mspr.hds and select Delete

  8. Open your web browser and try sport.optus.com.au again

Ensuring You Can Access The Online Player

The Microsoft Silverlight player on which Optus Sport runs requires that your Windows user account has administrative rights

To confirm your account has administrative rights, try the following troubleshooting steps:

Run browser as Administrator

  1. Quit all open browsers (including this window)  - You may want to print the following steps

  2. Click on the Start Menu in the bottom left hand corner of your screen

  3. Select All Programs

  4. From the items listed, right-click on your preferred browser icon

  5. Select Run as Administrator

  6. If prompted, select Allow

  7. Use this newly opened window to try sport.optus.com.au again

    1. Attempting to play again from the original browser window will likely result in the same error

    2. If these steps allow you to stream sport.optus.com.au again, your account does not have administrative rights. Talk to your computer manufacturer/administrator to add administrative rights to your account

     

Log in as another Windows user

If you are able to stream sport.optus.com.au, the new user account has the needed permissions to use the Silverlight player

Uninstall/Reinstall The Silverlight Plug-in

You may be running an outdated version of the Silverlight plug-in, or the plug-in may have become corrupted.

To uninstall the Silverlight plug-in:

Windows 8

  1. Quit all open browsers (including this window)  - You may want to print the following steps

  2. Swipe from the right edge of the screen, then tap Settings. (If you're using a mouse, point to the lower-right corner of the screen, then click Settings.)

  3. Select Control Panel

  4. Underneath Programs, select Uninstall a program.

  5. Locate and select Microsoft Silverlight

  6. Select Uninstall

Windows 7/Vista

  1. Quit all open browsers (including this window)  - You may want to print the following steps

  2. Click on the Start Button

  3. Select Control Panel

  4. Set the View by in the top right to Category

  5. Under Programs select Uninstall a program

  6. Locate and select Microsoft Silverlight

  7. Select Uninstall

Windows XP

  1. Quit all open browsers (including this window)  - You may want to print the following steps

  2. Click on the Start Button

  3. Select Control Panel

  4. Select Add or Remove Programs

  5. Locate and select Microsoft Silverlight

  6. Click Remove

To install the latest version of the Silverlight plug-in:

Navigate to the Microsoft Silverlight site to obtain the latest version for your browser

Mac Troubleshooting

Try an alternate browser
Please update to the latest version of Google Chrome to ensure your computer is optimised for our web player
Troubleshoot your browser
  1. Clear your browser's cache and cookies (Command + Shift + Delete)

  2. Close and then restart your browser

Enabling Silverlight DRM
Silverlight's Digital Rights Management (DRM) must be enabled to stream Optus Sport content.
  1. Right-click on the error message and choose Silverlight

  2. Click the Playback tab

  3. Make sure that the Enable download and updates to components required for protected content playback box is checked

  4. Click OK

Clearing Silverlight temporary files
  1. Quit all open browsers (including this window)  - You may want to print the following steps

  2. Click the Finder icon in your Dock

  3. In the menu bar at the top of the screen, select Go

  4. Hold down the Option (Alt) key on your keyboard and select Library
    Note: If Library is not listed, select Home and open the Library folder

  5. Open the Application Support folder

  6. Open the Microsoft folder

  7. Open the Silverlight folder

  8. Drag the is folder to the Trash

  9. Open your web browser and try sport.optus.com.au again

Rebooting your computer
Shut down and then restart your computer
Deleting The PlayReady folder
  1. Quit all open browsers (including this window)  - You may want to print the following steps

  2. Click the Finder icon from the Dock at the bottom of the screen

  3. In the menu bar at the top of the screen, select Go then Computer

  4. Click the Macintosh HD icon

  5. Open the Library folder

  6. Open the Application Support folder

  7. Open the Microsoft folder

  8. Drag the PlayReady folder to the trash. If the PlayReady folder is missing, you may need to verify you have Administrative privileges on your Mac

  9. Empty the Trash

  10. Open your web browser and try sport.optus.com.au again

Uninstall/Reinstall The Silverlight Plug-in

You may be running an outdated version of the Silverlight plug-in, or the plug-in may have become corrupted.

To uninstall the Silverlight plug-in:

  1. Quit all open browsers (including this window)  - You may want to print the following steps

  2. Click the Finder icon from the Dock at the bottom of the screen

  3. In the menu bar at the top of the screen, select Go then Computer

  4. Click the Macintosh HD icon

  5. Select Library

  6. Select Internet Plugins

  7. Drag Silverlight.plugin to your trash

  8. Once you have emptied your trash, Microsoft Silverlight un-installation is complete

To install the latest version of the Silverlight plug-in:

Navigate to the Microsoft Silverlight site to obtain the latest version for your browser

Some members may encounter the message "Silverlight.dmg cannot be opened because it is from an unidentified developer" when attempting to install Silverlight. This is fairly common for applications that are not downloaded from the Mac App store. If you encounter this message, continue with the following steps to complete your Silverlight installation

  1. Right-click or hold Control on your keyboard and click on Silverlight.pkg

  2. Click Open on the pop-up menu

  3. Click Open on the prompt that says "Silverlight.pkg" is not from the Mac App Store. Are you sure you want to open it? Opening "Silverlight.pkg" will always allow it to run on this Mac

  4. Follow the prompts to complete installation

Ensuring You Can Access The Online Player

The Optus Sport player uses the Microsoft Silverlight plugin, which requires that your OSX profile has administrative rights

To confirm your account rights:

  1. From the Apple symbol in the upper left corner of the screen

  2. Select System Preferences

  3. From the System section:

    1. In 10.7 or newer, select Users & Groups

    2. In 10.6 or earlier, select Account

  4. Make sure "Admin" appears under the Current User

If your profile says Admin beneath it, or you want to allow another user profile access to sport.optus.com.au, you may need to adjust the OSX parental controls

To adjust Parental Controls:

  1. From the Apple symbol  in the upper left corner of the screen, select System Preferences

  2. From the System section, select Parental Controls

  3. Select the user profile

  4. Click on the Web button

  5. Add sport.optus.com.au as an allowed site. For accounts with Limited access, click on the Customize button and add sport.optus.com.au under Always allow these websites