How do I carry out a clean installation of BBC iPlayer Desktop?

Below are the Windows and Mac autotexts I use for instructions for a clean install which seems to have the desired effect and preventing further contacts...

For Windows...

Please complete the advice provided below, ***whilst bearing in mind that it may be necessary to disable any security software prior to reinstalling***:

Uninstall Adobe Air:

To uninstall Adobe AIR on Windows:

1. In the Windows Start menu, select Settings > Control Panel

2. Select the Add or Remove Programs control panel

3. Select Adobe AIR to uninstall the AIR runtime

4. Click the Change/Remove button

Uninstall Desktop:

http://iplayerhelp.external.bbc.co.uk/help/download_programmes/remove_windows

Reinstall Desktop:

http://iplayerhelp.external.bbc.co.uk/help/download_programmes/desktop_windows

(Please do not install Adobe Air first, as the software is installed along with ours)

I have provided an FAQ link below which contains a video to help with a clean installation of BBC iPlayer Desktop:

*** DELETE AS APPROPIATE ***

http://iplayerhelp.external.bbc.co.uk/help/download_programmes/clean_reinstall_xp

http://iplayerhelp.external.bbc.co.uk/help/download_programmes/clean_reinstall_vista

It may be beneficial to select the "More downloads" option then select Windows Media Player.

You may also wish to try completing the steps in the following link:

http://iplayerhelp.external.bbc.co.uk/help/playing_programmes/desktopnotrecognised

You still experience a problem:

Go to the Microsoft site and install the Windows Installer CleanUp Utility.

Use it to remove Adobe Air and BBC iPlayer Desktop.

Get Adobe Air. This link will take you outside BBC Online.

Return to BBC iPlayer and install BBC iPlayer Desktop as normal.  Make sure that when prompted to save or open the Desktop file, you choose Save and run the file from your computer.

The BBC is not responsible for content or software downloaded from external sites.

If all else fails, please forward us the log files which you can find by following the advice in this link:

http://iplayerhelp.external.bbc.co.uk/help/playing_programmes/desktopnotrecognised

For Macs...

Please complete the advice provided below, ***whilst bearing in mind that it may be necessary to disable any security software prior to reinstalling***

Uninstall Adobe Air on Mac, click and drag to Trash.

Uninstall Desktop:

http://iplayerhelp.external.bbc.co.uk/help/download_programmes/remove_macReinstall Desktop:

Reinstall Desktop:

http://iplayerhelp.external.bbc.co.uk/help/download_programmes/desktop_mac

(Please do not install Adobe Air first, as the software is installed along with ours)

I have provided an FAQ link below which contains a video to help with a clean installation of BBC iPlayer Desktop:

http://iplayerhelp.external.bbc.co.uk/help/download_programmes/clean_reinstall_mac

You may also wish to try completing the steps in the following link:

http://iplayerhelp.external.bbc.co.uk/help/playing_programmes/desktopnotrecognised

If all else fails, please forward us the log files which you can find by following the advice in this link:

http://iplayerhelp.external.bbc.co.uk/help/playing_programmes/desktopnotrecognised

Top and tail as you need.

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