Webcast Trouble Shooting Guide
Our Webcasting service delivers content that has been optimized for the most common
computer settings and Internet connections. Before you can listen to or view a Webcast,
you must have the appropriate items installed on your computer:
If you're experiencing difficulty accessing this Webcast please follow the suggestions
below. You'll find information regarding computer system and web browser and/or media
player requirements that may improve your experience. For more general information,
there is a “frequently asked questions” section below.
Microsoft Internet Explorer 5 and higher and/or Netscape Navigator 4.5 and higher
Netscape 4.5 or Higher
There has been a few documented instances of slide presentations (speaker advanced) not
working properly on events. Slides will advance at the beginning and then stop. While we
continue to investigate this issue, the best solution is to "refresh" the browser (F5) to
reset the pages.
Streaming Media Players
Java Script supported
Screen Resolution - 1024 x 768
Color Quality - 16 bits (minimum)
Internet Connection Speed
For most Webcasts our system will try to detect your Internet connection speed and direct
you to the correct setting.
Please note: this value can change quickly depending on network conditions and some
firewalls may block this feature
The speed settings are set up to cover the most common bandwidth configurations. Please
select the speed that best represents your current connection and speed. For example:
Dial Up Modem connection - 56 KB/sec Connection via office network - 128 KB/sec
Cable/DSL connection - 300 KB/sec
Browser / Player preferences
Please ensure that the "Preferences" settings (Netscape) and "Internet Options" settings
(Internet Explorer) are set up to use Media Player and/or Real Player to view the various
stream formats including .asf, .wma, .wmv, .asx (Windows Media Player) and .rm, .ram,
.rpm, .smil (Real Player) These settings are usually done automatically when the player is
A brief amount of buffering in your media player is normal for viewing a webcast.
Continual or excessive buffering may indicate that your Internet connection is having
difficulty maintaining a high level of bandwidth. Please try selecting a lower bandwidth
Within your firewall, port #80 (HTTP) and/or port #1755 (UDP, TCP) and/or port #554
(RTSP) must be opened for streaming files to be allowed through.
Green screen issues generally occur because of an outdated or incompatible video driver.
Please ensure you have all of the latest drivers from the video card manufacturer as well
as any Microsoft software updates for your OS; http://update.microsoft.com. You can also
try to adjust the settings in Windows Media Player by turning down the video acceleration.
To do this in Microsoft Windows Media Player 9 Series or later, follow these steps: Open
Windows Media Player or right click on it in the Webcast page, and then click Options
(from the Tools menu)-->Performance-->In the Video acceleration area, move the slider
to turn down or turn off video acceleration. If you continue to experience problems change
the advanced video acceleration settings. Go to -->Options (in the Tools menu)--
>Performance-->In the Video acceleration area, click Advanced-->click to clear the check
box for Use Overlays. Test. If the green screen persists also uncheck the Use High Quality
Mode checkbox in the same section.
If experiencing problems viewing Windows Media content on an Intel based or Power Mac,
Microsoft recommends installing the Flip4Mac plug-in to allow Windows Media files to
playback in the QuickTime player. Please ensure you have the latest version of the plug-in
(v2 or higher) Free download from Microsoft;
Minimum requirement (media player)
You will need Microsoft's Windows Media Player to view streaming video content. For
Windows 2000 or XP please select: Player 9 For Windows 98 please select: Player 7 For
Windows 95 or NT 4.0 please select: Player 6.4
You will need either Windows Media Player and / or Real Player to view streaming video
content. For Windows 2000 or XP please select: Player 9 For Windows 98 please select:
Player 7 For Windows 95 or NT 4.0 please select: Player 6.4 For Netscape Navigator on an
Intel-based PC you will need a "plug-in" for Windows Media Player. Mac users will need the
most recent version of Windows Media Player to view some of the content. Please ensure
that the "Preferences" settings (Netscape) and "Internet Options" settings (Internet
Explorer) are set up to use Media Player and/or Real Player to view the various stream
formats including .asf, .wma, .wmv, .asx (Windows Media Player) and .rm, .ram, .rpm,
.smil (Real Player) These settings are usually done automatically when the player is
Windows Media 9
When trying to play a Windows Media 9 stream using Windows Media Player ver.7 or
earlier it should automatically download the necessary Windows Media 9 codec in the
background unless your player has been told not to; this is a checkbox under the
Tools>Options for your player. When opening a Windows Media 9 stream you may be
prompted to allow installation of the WM9 codec. If this happens click "Yes". Alternatively
you can install the codec using the Windows Update feature from your Start Menu and
once taken to the Windows Update page go to > Pick updates to install
>Windows>Windows Media 9 Series Codec Install Package>Add.
Most web browsers are set to cache content so that it doesn't have to download commonly
used files every time a page is accessed. As web content changes viewers may not see
updated content due to the browser's configuration. If you believe this may be an issue
please consult the your browsers "caching" specifications. Netscape Navigator 4.0 and
higher: Select "Edit" in the menu bar. Select "Preferences". Select "Advanced" Select
"Cache". Click on "Clear Memory Cache" and "Clear Disk Cache". Under "Document in
cache is compared to file on network", select Every time. Click OK. Reload your browser.
(Press "CTRL R") Microsoft Internet Explorer 4.0 and higher: Click on "Tools" in the menu
bar at the top of your browser. Select "Internet Options". Select the "Temporary Internet
Files" section Click on the "Delete Files" button. Click OK. Click on the "Settings" button.
Select the section "Check for newer versions of stored pages" Select "Every visit to the
page". Click OK. Click OK. Refresh your browser. (Press "F5")
It Buffers and then says Ready
If you do not hear or see a Webcast, you may have to configure your Windows Media
Player. Go to Tools > Options >Network. Under the Streaming Proxy Settings, make sure
that HTTP is set to follow the Browser. To change this, click on Configure, then select
“Use Proxy settings of the Web browser”. **Please note: Some corporate networks may
have special settings for streaming media. You will have to consult your network
administrator for this information**
Can not see the Media Player
1. In some cases, Streaming Media is restricted on corporate networks. You should
contact your network administrator to see if it can be made available.
2. The auto-detect code has not processed and the media player does not appear. In its
place you will see the wording Please select Media Format and Bitrate.
The options that will appear are dependent on what has been pre-chosen for the
event. They will include:
Windows Media | Real Media | 16k Audio | 100k Video | 250K Video
Make sure that your sound card is properly functioning (installed correctly, not muted and
the speakers are properly attached). To check this, go to Start Settings Control
Panel Sounds and Audio Devices. On the Volume Tab make sure that Mute is
unchecked. On the Audio tab, make sure that your audio card appears in the Playback
section. If it is greyed out you will need to reinstall the drivers for your audio card. If you
are not sure if your computer has a sound card, please consult your network