Here are some common solutions you can try if the Prime Video web player displays 'Error 6013.'
Microsoft Silverlight is a browser plugin used to play video content on Safari. For Mac: To uninstall Silverlight, go to Removing Silverlight plugins on Mac. Aug 13, 2012 - If you're a Mac user on the Internet, chances are you've come across a few websites where embedded content isn't displayed correctly.
This error is caused by the Microsoft Silverlight plug-in, which Prime Video uses to play videos in your web browser. The error occurs when you've significantly changed your computer hardware in a way that causes the DRM (Digital Rights Management) configuration to be invalid.
Note: DRM is an access control technology used by content owners to set policies about copying or viewing their protected digital content. To learn more, go to What is Content Protection?
If you need more help with Error 6013, here are some common solutions you can try, depending on your computer's operating system.
Steps for Windows 8.1 and Windows 8
1. Verify that DRM is enabled:- When the error occurs, right-click on the error dialog box.
- Click Silverlight or Silverlight Preferences.
- Click the Playback tab.
- Check the box next to Enable downloads and updates to components required for protected content playback.
- If available, check the box next to Enable playback of protected content (DRM).
2. Refresh the page, and then try watching the video again.
3. If the video still doesn't play, restart your computer, and then try watching the video again.
4. If the video still doesn't play, run the Microsoft Fix It Tool.
5. If the video still doesn't play, run the Windows 8 DRM Fix It Tool.
6. If the video still doesn't play, delete the video license file:
Tip: You may want to copy, print, or bookmark these steps, as they involve navigating away from this Help page.
- Close all open browser windows.
- On your keyboard, press and hold the Windows logo key and then press R.
- In the Run box, type %programdata% then click OK.
- Open the Microsoft folder.
- Open the PlayReady folder.
- Delete the mspr.hds file. Right-click and select Delete, or on touch-enabled devices, press and hold and tap Delete.Important: Removing your mspr.hds file can affect videos you play on your computer using other media players.
7. If the video still doesn't play, uninstall and reinstall Silverlight:
- Click Start and type 'Add or remove programs' in the search box.
- Click Add or remove programs.
- Click Microsoft Silverlight.
- Click Uninstall.
- Restart your computer, and open Prime Video. Once you try to play a video, you'll see a prompt to install Silverlight.
Steps for Windows 7 and Windows Vista
1. Verify that DRM is enabled:- When the error occurs, right-click on the error dialog box.
- Click Silverlight or Silverlight Preferences.
- Click the Playback tab.
- Check the box next to Enable downloads and updates to components required for protected content playback.
- If available, check the box next to Enable playback of protected content (DRM).
2. Refresh the page, and then try watching the video again.
3. If the video still doesn't play, restart your computer, and then try watching the video again.
4. If the video still doesn't play, run the Microsoft Fix It Tool.
5. If the video still doesn't play, delete the video license file:
Tip: You may want to copy, print, or bookmark these steps, as they involve navigating away from this Help page.
- Close all open browser windows.
- On your keyboard, press and hold the Windows logo key and then press R.
- In the Run box, type %programdata% then click OK.
- Open the Microsoft folder.
- Open the PlayReady folder.
- Delete the mspr.hds file. Right-click and select Delete, or on touch-enabled devices, press and hold and tap Delete.Important: Removing your mspr.hds file can affect videos you play on your computer using other media players.
6. If the video still doesn't play, uninstall and reinstall Silverlight:
- Click Start and type 'Add or remove programs' in the search box.
- Click Add or remove programs.
- Click Microsoft Silverlight.
- Click Uninstall.
- Restart your computer, and open Prime Video. Once you try to play a video, you'll see a prompt to install Silverlight.
Steps for Windows XP
1. Verify that DRM is enabled:- When the error occurs, right-click on the error dialog box.
- Click Silverlight or Silverlight Preferences.
- Click the Playback tab.
- Check the box next to Enable downloads and updates to components required for protected content playback.
- If available, check the box next to Enable playback of protected content (DRM).
2. Refresh the page, and then try watching the video again.
3. If the video still doesn't play, restart your computer, and then try watching the video again.
4. If the video still doesn't play, run the Microsoft Fix It Tool.
5. If the video still doesn't play, delete the video license file:
Tip: You may want to copy, print, or bookmark these steps, as they involve navigating away from this Help page.
- Close all open browser windows.
- On your keyboard, press and hold the Windows logo key and then press R.
- In the Run box, type %allusersprofile% then click OK.
- Open the Application Data folder.
- Open the Microsoft folder.
- Delete the mspr.hdsfile. Right-click and select Delete, or on touch-enabled devices, press and hold and tap Delete. Important: Removing your mspr.hds file can affect videos you play on your computer using other media players.
6. If the video still doesn't play, uninstall and reinstall Silverlight:
- Click Start and open the Control Panel.
- Click Add or remove programs.
- Click Microsoft Silverlight.
- Click Uninstall.
- Restart your computer, and open Prime Video. Once you try to play a video, you'll see a prompt to install Silverlight.
Steps for Mac OS X
1. Verify that DRM is enabled:- When the error occurs, right-click on the error dialog box.
- Click Silverlight or Silverlight Preferences.
- Click the Playback tab.
- Check the box next to Enable downloads and updates to components required for protected content playback.
- If available, check the box next to Enable playback of protected content (DRM).
2. Refresh the page, and then try watching the video again.
3. If the video still doesn't play, restart your computer, and then try watching the video again.
4. If the video still doesn't play, delete the video license file:
Tip: You may want to copy, print, or bookmark these steps, as they involve navigating away from this Help page.
- Close all open browser windows.
- On your Dock, click Finder.
- At the top of the screen, click Go, and then click Computer.
- Double-click Macintosh HD.
- Double-click Library.
- Double-click Application Support.
- Double-click Microsoft.
- Drag the PlayReady folder to the Trash.
- At the top of the screen, on the Finder menu, click Empty Trash. This also removes any other files, folders, or programs in your Trash bin.
5. If the video still doesn't play, uninstall and reinstall Silverlight:
- On your Dock, click Finder.
- At the top of the screen, click Go, and then click Computer.
- Double-click Macintosh HD.
- Double-click Library.
- Double-click Internet Plug-Ins.
- Drag the following plug-in files to the Trash: Silverlight.plugin and WPFe.plugin.
- At the top-left corner of the window, click the Back button to return to the Library folder.
- Double-click Receipts.
- Drag the following plug-in files to the Trash: Silverlight.pkg, Silverlight_W2_MIX.pkg and WPFe.pkg.
- At the top of the screen, on the Finder menu, click Empty Trash. This also removes any other files, folders, or programs in your Trash bin.
- Restart your computer, and open Prime Video. Once you try to play a video, you'll see a prompt to install Silverlight.