Unable to use Shockwave Player - Xtra error

I am unable to run Shockwave - I keep getting the following error messages: "This application requires an Xtra (Font, Flash Movie, Text ...) that either does not exist or failed to initialize properly.  Please make sure the appropriate Xtras are in the Xtra Folder"  Any suggestions?

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    Eric, for your records, your customer ID number is 153247422.
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    The Web Support Portal Representatives are available from
    Monday to
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