Technical Support Page

This page includes Information about using RealPlayer or Windows Media Player.

What you will need

To participate in a live streaming video/webmeeting, you will need:

1. RealPlayer or Windows Media software installed
2. Functioning speakers connected to your PC or Macintosh
3. A good internet connection - 56k and above

You will not need a second phone line for this presentation. The entire presentation (video/audio and slides) will be delivered to your desktop PC or Macintosh.

How to Test your Computer for Software

Please test your PC or Macintosh to determine if you have the appropriate software loaded on your machine. This will take only a few minutes and the basic software is free. (See below). It is important that you download, install and test the video player you will be using before your meeting begins.  Please note, if your computer is behind a 'firewall'* you may be unable to receive streaming video.  Please have your system administrator review the firewalls section below. (*A Firewall is a protection device that controls data flow from a network on and off the Internet.)

To test your computer for the required software, click the following test link.
(Note: Make sure your PC or Mac speakers are enabled.)

You will see a window similar to the one below:

Once you have confirmed that your PC meets the system requirements, please note your player version and connection speed. If it is 56Kb or below, be sure to choose the low speed version of your player once you have logged in to the presentation. If your speed is above 56K, choose the high speed version for your player once you have logged in to the presentation.

* Please Note: Should you connection speed fall below the minimum speed required to view the presentation, your video feed may stop and start again as the presentation data is downloaded to your player.

To test your player, click one of the applicable links below.

Dialup

Broadband

If your PC, speakers, connection and player software are working properly, you will see a small animated graphic (Stream OS) and a recording that says ìThe program you are trying to view is not available, please try laterî.

This test does not guarantee that your internet experience will be trouble free on the day of the presentation. This test is provided to test your player settings ONLY. This is not a network connection test.

Other factors may contribute to your overall viewing experience and enjoyment. See System Requirements below for the recommended or ideal computer setup and internet connection. Using any other computer system or connection other than what is recommended may result in poor video and/or audio quality and potentially a lost connection.

Minimum System Requirements

The following are the minimum system requirements your computer will need to install either the RealPlayer or Windows Media Player:

* Please Note: Should your connection speed fall below the minimum speed required (based on the player type and speed selected) to view the presentation, the following may affect your viewing experience:

• Your video feed may disappear periodically.
• You may be disconnected from the presentation entirely.
• Audio and video quality may degrade or stop completely.

* Also Note: Should you be disconnected from the presentation you may try to reconnect by going to the login page or refresh your browser.

How to Download and Install Video Player Software

Option #1:  Download and Install the Real Player Free Software

For Windows users:

1. Click here to download the Real Player
2. Once you click on the above link, to download the free version of the RealPlayer, locate the light grey ìFree RealPlayerî link in the upper right hand part of the page.
3. The download should start automatically. If not follow the instructions on the page.
4. Click the box labeled "Download Free RealPlayer"
5. After the download is complete, you will now have to install the file on your computer.
6. Using Windows Explorer or File Manager, locate the file you just downloaded.
7. Double click on the file.  The installation of RealPlayer should begin.  Just continue to click NEXT and accept the defaults unless you want to change them.

For Macintosh users:

1. Click here to download the free RealPlayer for Macintosh
2. Once you click on the above link, to download the free version of the RealPlayer, locate the light grey ìFree RealPlayerî link in the upper right-hand part of the page.
3. The download should start automatically. If not follow the instructions on the page.
4. Click the box labeled "Download Free RealPlayer"
5. Follow the installation instructions

Option #2:  Download and Install the Windows Media Player Free Software

For Windows users:

1. Click here to download the Free Windows Media Player
2. Once you click on the above link, to download the free version of the Windows Media Player, use the left hand navigation bar and locate the heading ìResourcesî. Under the ìResourcesî heading, click on ìDownloadsî. Click the ìDownload Nowî button for the Windows Media Player 9 Series.
3. Follow on screen installation instructions

For Macintosh users:

1. Click here to download the free Windows Media Player for Macintosh
2. Follow the on-screen download instructions

How to Troubleshoot Players

Real Player

If you are unable to connect to the Video test link, please try the following:

1. Open RealPlayer, click on 'View' and then 'preferences' and a new window will appear.
2. Click on the tab labeled "Connection".  Check to make sure that you have the correct connection speed.  If you are on a network, select the LAN/T1 setting, for a Modem it is normally the 56k Modem setting.
3. Click on the tab labeled "Transport".  Choose the 'Automatically choose Best Transport" and then "Auto Configure" go through all the prompts accepting the default information.

If this does not work and you are still getting errors, especially errors which make statements such as 'make sure you are connected to the Internet', 'timed out waiting for server', etc. There is a large probability you are on a system with a Firewall. You will need to check with your Network Administrator to see if they have a firewall and if the administrator is willing to open the firewall for streaming video traffic. See our firewall section below for more details.

Technical Note: Systems with firewalls can still get some types of 'Archived' real video files. The files they are able to access are normally 'archived' using an HTTP protocol on a Web Server. Any live streaming files use RTSP or PNM (we use RTSP) and use only TCP or UDP connections and must be able to have certain ports on a firewall ëopenedí.

 
Viewing video using Mozilla Firefox Browser:

Real Player files play automatically on the Firefox browser. Windows Media files may require changes to your system configuration, so we recommend your IT administrator assist in this matter (the proper Windows Media and Active X plugins need to be installed).

Go to: http://forums.mozillazine.org/viewtopic.php?t=206213 and follow all of the steps exactly. After doing so, you should be able to view the Windows Media files via Firefox.

About Firewalls

If your computer is protected by a network or stand-alone firewall, and you are having trouble receiving the broadcast, the firewall may not be configured to allow webcast viewing. If you want to view a webcast, your system administrator must "Open" the firewall to allow the webcast to stream through it. There is nothing that can be changed in the webcast signal itself to allow a webcast signal to penetrate a firewall unless the firewall is configured to accept it.

For more information concerning firewalls and RealPlayer, please go to: http://service.real.com/firewall

For more information concerning firewalls and Windows Media Player, please go to: http://www.microsoft.com/technet/prodtechnol/Netshow/deploy/fwconfig.mspx

Player Trouble During the Presentation

If you are experiencing difficulty viewing this presentation, most likely your connection speed or available bandwidth fell below the minimum speed required to view the presentation, (based on the player type and speed selected). Even high speed connections (cable, DSL etc) can, at times, experience slow performance due to internet congestion.

Below are a few common symptoms and their causes as well as a few suggestions that may improve your viewing experience.

Common Player Issues

• If you lost the video feed but can still hear the audio, your player is adjusting to your connection speed and is trying to maintain the connection to the presentation. This is normal. Your player may also display what appears to be still shots of the presenter. This too is normal as your player is adjusting to your connection speed. Your video feed may return if your available bandwidth is increased.
• If you were disconnected from the presentation entirely, you can try to refresh your browser or log back into the presentation and choose the low speed version of your player. If you continue to be disconnected, your player is not getting enough bandwidth to display this presentation.
• If the video and or audio quality is degrading or stops completely, this is an indication that your connection speed is too low or intermittent to maintain a high quality stream. Your player will automatically adjust to the available bandwidth and will reduce the setting for optimal play. If you lose the video and audio completely try refreshing your browser or log back into the presentation and choose the low speed version of your player. If you already chose the low speed version and are experiencing low quality video, and or audio, or frequent buffering your connection speed is not high enough or is experiencing intermittent connections and is not able to maintain a high quality stream.
• If the presentation stops playing and RealPlayer displays a message saying it is buffering, RealPlayer is giving the downloading information time to catch up to the speed of the actual presentation. This is normal. If this happens frequently, your connection speed is to low for the player speed chosen at the beginning of the presentation. Try logging back into the presentation and choose the lower speed version of your player.
• Should you be unable to connect or are disconnected from the presentation, you may try to reconnect by going to the login page and choosing a lower speed player version or refreshing your browser. In the presentation that you are unable to reconnect and view the presentation, an archive link will be emailed to you within 5 hours after the end of the presentation.

Helpful Links and Player FAQs
 

Windows Media playback issues help Issues with basic Windows Media functionality

Why is RealPlayer still re-buffering or giving poor playback quality? Why do I have problems with video or system freezes when playing video content with the RealPlayer for Windows? What can I do if the audio sounds like it is being played too fast or too slow?