
Troubleshooting Guide

Symptom		Fix
I get a message saying that my version of software is not supported.		Windows Media: Upgrade your Windows Media Player to version 11. Follow this link to download the latest version. Downloading Version 11 of Windows Media Player will fix 98% of all problems associated with viewing the live Live Video in Windows Media Format. You can download older versions as well.
I get no error messages but the video is still black		If there is no audio and video download the version of Windows Media Player for your version of Windows.
I have Windows NT or Windows 95 and Windows Media Player 7.1 will not install on my computer, what do I do?		The latest version of Windows Media Player that will work with these legacy systems is Windows Media Player 6.4 which is available here. You have to go through a few extra steps to make Windows Media Player 6.4 for Windows NT or Windows 95 systems compatible with the Live Video. First You have to log onto Windows NT as the Administrator. (You may have to get your IT person to help you with this.) Windows 95 users need not do this. Second Go to this page and follow the instructions to install the latest Windows Media Player codecs for your operating system.
I get a message similar to: You do not have the plug in to view the "video/x-ms/wvx" or "video/x-real" type information"		Make sure that you have only one version of Microsoft Internet Explorer or Netscape Navigator / Firefox on your system and that the plug in for Windows Media is installed on that version. Windows Media: Upgrade your Windows Media Player to version 11. Follow this link to download the latest version.
I can see and hear the Live Video, but the picture is choppy.		The Live Video is set to work with both dial-up connections and broadband (DSL, Office LAN, T1, Cable, etc.) connections. If your connection seems choppy and you are viewing the Live Video on a dial-up connection, wait a few moments, the stream should adjust to your connection and the picture should get better. If it does not, you may not be connecting at 40,000 bps or greater, which is the minimum speed to view the Live Video. You have two options: 1. Terminate the connection and retry. This sometimes gets you a better speed. 2. Your Internet Service Provider (ISP) may be experiencing difficulties. Try a different access number.
I have all of the correct software and settings, but I still cannot view the Live Video.		If you have a Network Administrator or IS department, they may have closed the port in your firewall to view streaming media. If this is so, please ask them to open port 8080 for Windows Media.
I keep getting dropped from the Live Video.		Your Internet Service Provider (ISP) may be experiencing difficulties. Try a different access number, if you are on dial-up or rebooting your computer and logging on to the Live Video again.
I can see the picture, but I cannot hear the audio.		Follow these steps if you have heard sounds from your computer before this session: 1. If you have external powered speakers, make sure the power is connected and the speakers are turned on and the volume is up. Make sure the connection to the audio out jack is fitting tight. 2. Make sure the volume on the computer is up. Check the control panel "Sounds" or "Sounds and Multimedia. Click on the volume settings. Make sure they are not muted. 3. Check the configuration of your sound card or sound out. It may have been corrupted or changed. Refer to your owner's manual or sound card maufacturer's documentation for proper settings Follow these steps if you have never heard sounds from your computer: 1. Confirm that you have sound capabilites and powered speakers. 2. Connect the speakers to the correct audio out jack. Usually it has a small green ring around it. 3. Make sure the volume on the computer is up. Check the control panel "Sounds" or "Sounds and Multimedia". Click on the volume settings. Make sure they are not muted. 4. Check the configuration of your sound card or sound out. It may have been corrupted or changed. Refer to your owner's manual or sound card maufacturer's documentation for proper settings.
I logged on late or hit reload or refresh and I can only see the first slide of the presentation.		Wait a few moments. The slides will automatically update to the current slide when the speaker advances the presentation.
I can hear audio, but I get a black box where the video should be.		Your software is configured correctly, but your computer does not have enough video RAM to show streaming video. If you are on a desktop computer, you may have to find another machine. If you are using a laptop or notebook computer and you are driving an LCD projector at the same time, you should re-configure your displays so that only the LCD projector is showing the presentation and your laptop screen is blank or vice versa depending on your needs. Do not hit refresh as you may temporarily lose slide sync.