Technical Help

• Recommendations on Media Players and Web Browsers
• General Questions and Issues
• General Requirements for Computers
• Connection Speed
• More Help

This document covers only the basics about Windows Media software. For more and better detailed information, please visit Windows Media Technologies for Windows Media Player. Some of the following assumes that you understand the minimum requirements for your computer system.  If you need to, please scan the requirements first.

For further help with technical questions, please contact:

Web Browsers and Media Players

To view or hear a webcast, your computer needs special software installed: a Web browser (with JavaScript enabled), and an up-to-date player that is compatible with your Web browser.

• If you use Microsoft's Windows operating system and a recent version of Microsoft's Internet Explorer Web browser, your system is compatible with the majority of media on the Web.
• If you use Microsoft's Windows XP or Windows Vista operating system and Mozilla's Firefox Web browser together, please see the tip below on the improved Window Media plug-in for Firefox.
• If you use the Mac OS X operating system with any Web browser, please see the tips below on Flip4Mac's software.

These links go to Web sites where you can get software and updates:

• Firefox (for Windows, Mac OS X, and Linux)
• Microsoft's Internet Explorer (for Windows only)

• Windows Media Player (better for Microsoft Windows)
• Microsoft's improved Windows Media Plug-In for Firefox running on Windows*
• Flip4Mac's Windows Media Components for QuickTime (better for Mac OS X)**

*Tip for Windows XP or Vista users running Firefox and Windows Media Player 11: Microsoft offers an improved "Windows Media Plug-in for Firefox". This will interface Firefox to the latest version of Windows Media Player (versions earlier than 11 are not supported), and is better than the standard plug-in that comes with the player. Firefox may automatically download and install the plug-in software when it encounters a Web page with Windows Media content. If you don't have the improved plug-in and it doesn't automatically install, you can download it from Microsoft's Port 25 Web site.

**Tips for Mac OS X users:

• Microsoft has been distributing Flip4Mac's "Windows Media Components for QuickTime" (Flip4Mac WMV), and will be discontinuing support for Windows Media Player 9 for the Mac OS X platform.
  Click here to download Flip4Mac's WMV
• For enhanced functionality and compatibility, please be sure to try the latest version of Flip4Mac WMV -- look for version 2.2.0.49 or higher.
• Please be aware that some older versions of Flip4Mac WMV have a "Create streaming movies" option that is turned off by default. Turning it on may resolve some problems with receiving media streamed over the Internet.
• Although the Flip4Mac WMV plug-in can improve compatibility with many Windows Media presentations on the Web, you may also wish to have the Windows Media Player 9 plug-in installed, in case. You can enable or disable Flip4Mac WMV's browser integration in System Preferences. If you install both, we suggest installing Flip4Mac's software after Windows Media Player. Note that Windows Media Player 9 may not work with Intel Macs.
• Mozilla Firefox users: Please note that there are some reports of problems in Firefox with the version 2.2.0.39 beta release of Flip4Mac's WMV Plugin, and also of problems in Mozilla browsers with Microsoft's Windows Media 9 plugin.

General Questions and Issues

• I see a message, "Error downloading codec," when trying to use Windows Media.
• I don't see the player presentations, or I can play content from some sites but not others.
• I am getting no video or no audio.
• I clicked on the webcast selection, but see only a logo or a black display in the player.
• I get disconnected or see error messages from the player.
• My browser shows a "Plug-in Not Found" page.
• More help about Windows Media Player.

I see a message, "Error downloading codec," when trying to use Windows Media.
     If you are behind a computer network security system such as a corporate firewall, and your player is an older version, your player may be stymied trying to automatically update itself or to download a component it needs.
     Some options to try:

• Installing the VoiceAge ACELP.net audio codec: Download from ACELP.net codec (for most computer systems running the Windows operating system).
• Downloading one of the codecs from the menu at Microsoft's page: Codec Installation Packages for IT Professionals.
• Upgrading the player program: Visit Windows Media Technologies to download and install the latest version for your computer.

I don't see the presentations, or I can play content from some sites but not others.
     If you are behind a computer network security system such as a corporate firewall, you may need to contact your system administrator to see if you can access the player content via a proxy server.
     Are you using a personal firewall or DSL/Broadband router? If so, and you experience connection problems, you may wish to try disabling them for the duration of the webcast.
     See also Web Browsers and Media Players.

I am getting no video or no audio.
     There are varied causes for this. If you see video but no sound, one possible cause is if the computer started playing an unrelated sound effect or audio file at the same time that the player tried to start.  If you heard something like that, then restarting the player may help.  Make sure that no music program or file is playing.
     Try playing a local video or audio file with the player; if it works then your computer probably meets most of the minimum requirements.

I clicked on a webcast selection, but see only a logo or a black display in the player.
     It takes a little time to establish a connection to the video server and begin streaming video. We've noticed 5 to 15 seconds of delay, depending on the thoroughput of the computer's Internet connection, and other factors. Please wait a few seconds to give the video stream time to load.  For live webcasts, occasionally a presentation may begin a few minutes late.

I get disconnected or see error messages from the player.
     Network congestion from heavy traffic on the Internet or a local area network can prevent the player from maintaining a constant connection. Try again in case of temporary congestion.
     Also, check if you are on a local area network behind a corporate firewall.

More help about Windows Media Player:

• Media Player frequently asked questions
• Windows Media Technologies

General Requirements for Computers

Most recently manufacturered computers will be compatible as far as hardware and software.

Computer

• Minimum 64 MB (most new computers have enough memory)
• Sound card and speakers
• Video card capable of 800x600 or better resolution (we optimize for 1024x768 pixels)
• Operating System: Microsoft Windows, Mac OS X
• Media Player: Windows Media Player or "Windows Media Components for QuickTime" (by Flip4Mac)

Connection Speed

• A dial-up connection (56 Kb/s) will be able to receive audio, and some limited video.
• High-speed, broadband connectivity such as a DSL or cable modem connection is recommended for smooth playback of video.

More Help

For further help with technical questions, please contact: