Image problems with Windows Update

Do you see black?

Our Support Team is currently reporting an issue with the Windows Media Player from Microsoft.

Microsoft has released an update in July 2013 for the Windows Media Player that shows the top half in black with WMV9 videos when they are played and decoded with DirectShow. This also affects the video-based solutions Mangold INTERACT, MangoldVision and Multi-Video Player.To resolve this issue you must uninstall the appropriate Windows Update.

Depending on whether you are using Windows 7 or Windows XP, please follow these steps.

  • If you are using Windows 7: Open the Control Panel – Click on “Programs and Features” – Click on “View installed updates” – Find the “Microsoft Windows” after the update kb2803821 and uninstall this.
  • If you use Windows XP: Open the Control Panel – Click on “Software” – Click on “View installed updates” – Find the “Windows Media” after update kb2834904 and uninstall this.

Microsoft will fix this problem probably for the next Patch-Day of Windows 7. It is not yet known whether or not a Patch for Windows XP will come.

We are confident that Microsoft will solve this because also many other video players and editing programs are concerned. At the moment you will have to prevent the installation of the Windows Update kb2803821 (or kb2834904 for Windows XP), otherwise the error will occur again.

Our Support Team is available at: