Troubleshooting Tips

If you are experiencing trouble viewing our Webcast, we recommend you read through the following Troubleshooting Tips.

Check that your system meets the minimum requirements:

Windows 95, 98, NT or 2000
At least Netscape 4.6 or Internet Explorer 4.01
Windows Media Player 6.4 or 7.x

Pentium 200Mhz or better with at least 32 MB RAM
56k modem and reliable Internet connection
A working sound card with current audio drivers
Speakers or headphones

For more details please see System Requirements.

Basic Troubleshooting

Double-check that you meet the Minimum System Requirements
Ensure that "Javascript" is enabled in your browser's options
Reboot your PC and try again
Close all other applications except your web browser (even virus checking programs and other applets that run in your system tray)
Ensure you have the correct version of the Player
Test your Windows Media Player and audio system
If you connect to the Internet through a firewall, please contact your network administrator to determine what is required for you to recieve streaming media over the Internet.
There may be network or server congestion - try again in several minutes.
If you haven't recently done so, reinstall the Windows Media Player.
Check your sound card and speakers - are they working? Do you have the lastest drivers? See the instructions above on updating your drivers.

Still having trouble?

Please select the option that best describes the problem you are having:

My player appears disabled
I am getting video, but no audio!
I am getting audio, but no video!
I get an undefinedundefined message where the video should be

My player appears disabled (All buttons greyed out)

There is a problem with some Windows machines where the player appears disabled... all the buttons are greyed out. This is because the Windows Media Player defaults to the wrong proxy settings.

Follow these instructions to rectify this.

Open your Windows Media Player (Start Menu > Programs > Accessories > Entertainment or MultiMedia > Windows Media Player)
Go to the View > Options Menu.
Select the Advanced Tab
Select Streaming Media (Windows Media).
Under Protocols > HTTP select "No Proxy"
Select Apply and OK.
Close your Windows Media Player.

I am getting video, but no audio!

1. Make sure you have your speakers plugged in and turned on.
Make sure you have the volume control on your speakers turned up.
Make sure you check your computer's volume settings.
To check this, please do the following:
- Click on your Desktop's Start button.
- Go to the Settings icon and select the Control Panel option within this Settings menu.
- Select the Sounds and Multimedia icon within this Control Panel menu.
- Select the Audio tab in this Sounds and Multimedia Properties window.
- Under the Sound Playback section click on the Volume button.
- Make sure all the volume scroll bar settings are set to the very top and that none of them are muted.

I am getting audio, but no video!

Your computer may not have the minimum computer requirements to view this webcast.
Please click here to see the minimum computer requirements to view this webcast.

I get an "undefinedundefined" message where the video should be!

The video did not load correctly, so you will need to clear your Microsoft Internet Explorer or Netscape cache.

Microsoft Internet Explorer users please do the following to clear your cache:
Click on Tools in the top menu bar of your Microsoft Internet Explorer browser.
Then select Internet Options.
Click on Delete Files... in the Temporary Internet files section under the General tab. The General tab should be the tab that is already selected, but if you don't see the Delete Files... button please select the General tab at the top left of the Internet Options menu.
Make sure to add the checkmark to the delete all offline content checkbox, on the confirmation box that pops up, and click OK.
Click OK again to close the Internet Options window and try again.

Netscape users please do the following to clear your cache:
Click on Edit in the top menu bar of your Netscape browser.
Then select Preferences.
Click on the "+" sign to the left of Advanced.
Select the Cache heading underneath Advanced.
Make sure Memory Cache is set to 1024, Disk Cache to 10000, and Document in cache is compared to document on network is set to everytime.
Click OK
Click on Clear Memory Cache and Clear Disk Cache.
Then select OK to close the Preferences window.
Close your Netscape browser.
Open your Netscape browser and try again.

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