| Troubleshooting FAQ
Why do interruptions, or “hiccups,” sometimes occur when I watch a video stream?
Given the complexity of the Internet, it’s not unusual for short-lived problems to crop up somewhere in the system. Try connecting again in a minute or two and see if the problem continues. If the problem can be consistently reproduced, continue troubleshooting using the information following information.
Is my Internet connection sufficient?
Modem users will not be able to view the higher bitrate streams (i.e., Cable/DSL or MPEG2). If you are trying to connect to the MPEG2 stream, you will typically need a next-generation Internet connection (e.g., Internet2).
Is my Internet Sevice Provider OK?
ISPS, short for Internet Service Providers, periodically perform maintenance or troubleshoot their equipment, which can cause connection problems. ISPs are not perfect, nor do they know everything all the time. If you’re having trouble and can’t determine why, you may want to contact your ISP and report the problems you’re experiencing.
Where do I get the most current software?
Take a look at our Streaming Video Help page for links and descriptions of the required media players.
Is my computer fast enough?
Lack of memory or a slow processor can cause video to stutter or not play at all. Try closing other programs while viewing our video. If it is older, your computer may simply be too slow to play the stream.
Why does the stream continuously buffer?
The player needs a certain amount of video buffered into memory before it can play. If it doesn't have enough network bandwidth to buffer as much as it needs to, the player will keep trying but never succeed at playing the video stream. Issues that could keep you from having enough bandwidth for buffering include:
- a slow network connection (such as a dial-up modem)
- too many services or applications using your local network (e.g., watching video while downloading files and surfing the Internet)
- too many people using the local network
If you have previously played the stream successfully but are currently experiencing problems, try clearing the history and cache in your browser.
The audio isn’t working correctly.
If you have no audio or the audio doesn’t sound right (for example, it’s absent on one side, or the left and right sides are switched), check your speaker setup. Make sure your left speaker is on the left and the right is on the right. Make sure both speakers are fully plugged into the computer and that their cables are in decent shape (not frayed or cracking or cut). Make sure your audio settings are all normal. If you can set the volume for the left and right channel separately, check to see that one isn't set drastically differently from the other.
Why does the wrong player come up when I launch a stream?
When you install a media player, it will often try to "claim" a number of media types for itself, so when you try to play music or videos of those types, that player will automatically start up and play it. Therefore, unless you change your computer’s settings, the most-recently installed media player may set itself as the default for certain file types. Change these settings in the following places:
Windows Media Player – Tools > Options . Formats
QuickTime Player – Edit > Preferences >QuickTime Preferences > File Type Associations
Why did I get an error message saying the file cannot be opened or found?
Try playing another program. If that program is working, then the first program is only temporarily unavailable. Contact streaming support to get an idea when it the program will be made available.
Also, check whether you can connect to streaming content from other websites. If attempts to view video on other sites also fail, the problem is most likely with your network connection. Make sure all your cables are plugged in, wait a few minutes and try again, as the problem might have been a temporary hiccup. If the problem persists, you may want to contact your Internet Service Provider or system administrator.
You may also be behind a firewall, a software or hardware appliance that prevents certain types of network connections. Your local network administrator should know whether or not this is the case.
I'm behind a firewall or using Internet security software. How does that affect my connection?
A firewall is used to block unwanted traffic from your network and/or computer. If you are on a university or corporate network, check with your Network Administrator to make sure that the local network’s firewall is configured to allow streaming media content to be viewed. You need to open the following protocols and ports: WWW/HTTP port 80, TCP Ports 8080, 7070 and 554, and, if possible, UDP ports 4040, 7007 and 554.
If you have your own software or hardware firewall installed, please refer to the documentation that shipped with the product or visit that company's website for more information.
I have a firewall installed on my computer/network. Can I still stream?
If you are behind a software or hardware firewall, you may have trouble with streaming media content. To overcome this problem, you will need to connect to the site from outside the firewall (e.g., “DMZ”) or configure the firewall to allow streaming media access from within your network.
Window Media Player firewall information:
Start Windows Media Player and select File > Properties > Advanced
Verify that at the bottom of the page the HTTP option is checked. In the server field, enter the name of your proxy server (e.g., proxy.company.com). In the port field, enter the port your proxy server listens on (80 or 8080 are common). Select OK and close the Windows Media Player.
QuickTime Player firewall information:
Start QuickTime Player and select Edit > Preferences > QuickTime Preferences > Streaming Transport
Verify that the Protocol and port ID matches the ports that you have allowed access (RTSP Port 554 or HTTP port 80). Under Streaming Proxy, enter the port your proxy server listens on and close QuickTime Settings.
If you continue to have problems, refer to your firewall documentation or contact your IT department.
Why won’t MPEG2 (VLC) streams play?
The MPEG2 format requires additional software and setup. VLC is available as a free download from videolan.org.
None of these points have resolved my problem, I need more help.
For help, contact streaming support. In order for streaming support to better answer your questions, please include the following information.
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