Technical Help
This document covers only the basics about media player software. For
more and better detailed information, please visit Windows Media
Technologies for Windows Media Player, or Flash Player Support for Adobe's Flash 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 media player that is compatible with
your Web browser.
- If Adobe Flash is installed for your Web browser, and your Web browser supports JavaScript, your system is compatible with our webcasts.
- 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.
These links go to Web
sites where you can get software and updates:
General Questions and Issues
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:
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.
FAQ's and support sites for media players:
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), or Adobe Flash Player
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:
