Troubleshooting

Troubleshooting

For the best video experience, please upgrade your Flash Player get Flash player
Be sure to follow the installation instructions.

The most recent versions of these browsers will enhance the experience on our web site. Browser capabilities improve with each new release. Browser features sometimes disagree. As of this writing we recommend Firefox 3.5.2, Microsoft Internet Explorer IE7 (PC only), Netscape 9, or Safari for the best overall browser experience.

If you are experiencing problems viewing videos:

—Restart your browser.

Clear your cache.

—A fast connection to the Internet (DSL, FIOS, or cable modem) will greatly enhance the experience in viewing rich media content. If your connection is slower (28 or 56k modem) you will experience lower quality sound and video, this is due to the current limitations of the streaming media technology.

—If the presentation starts and stops, is muffled or at the wrong speed, buffering is the problem when media streaming starts and stops unexpectedly or in mid show. Buffering occurs for many reasons, some can be fixed, and some can't.

—If you are listening in your office, is there a firewall, proxy server, or other security system in place that blocks audio/video streams? You and your network administrator may want to read about firewalls, proxy servers, and how to receive streams through them.

—The problem may be caused by network congestion. The Internet is not a direct pipeline to your computer. The presentation stream you are attempting to receive passes through many server computers on the way. If there is too much traffic at any of these computers, or any of them aren't working, traffic jams are created and the signal may be difficult or impossible to receive for a time. Please try again a little later.

—If there is a QuickTime logo over your video player, make sure QuickTime isn't your default Flash player. To correct your QuickTime preferences:

Open QuickTime Player.
Click "Edit" in the menu bar.
Click "Preferences," then click "QuickTime Preferences."
Click the "Browser" tab.
Click "MIME Settings."
In the "MIME Types" box, be sure to uncheck the "Miscellaneous" option
Click "OK," "Apply," and "OK."
Restart your computer.

Directions for clearing cache

Clear cache for Internet Explorer 7
1. Click "Start" and select "Control Panel". Note: With Windows XP Classic View click the Windows "Start" button and select "Settings" and "Control Panel"
2. Open "Internet Options" icon.
3. Click "General" tab if it isn't selected already.
4. Click "Delete" button.
5. Under heading "Temporary Internet files," click "Delete Files".
6. Click "OK" to exit.

Clear cache for Internet Explorer 6
1. Click "Start" and select "Control Panel". Note: With Windows XP Classic View click the Windows "Start" button and select "Settings" and "Control Panel".
2. Open "Internet Options" icon.
3. Click "General" tab if it isn't selected already.
4. Under heading "Temporary Internet files," click "Delete Files...".
5. Click "OK" to exit.

Clear cache for Mozilla Firefox 2
1. Open Mozilla Firefox and click on the "Tools" menu.
2. Select "Options" then "Advanced". (top right)
3. Click "Network" tab.
4. Under "Cache" heading, click "Clear Now" button.
5. Click "OK" to exit.

Clear the cache for Mozilla Firefox 1.x
1. Open Mozilla Firefox on "Tools" menu.
2. Select "Options" then "Privacy" icon.
3. Click "Clear" across from Cache option.
4. Click "OK" to exit.

Clear the cache for Safari
1. From Safari menu, click "Empty Cache".
2. When asked "Are you sure you want to empty the cache?", click "Empty".
3. Click "Done".
4. Reload page.

Netscape Users

1. From the Edit menu, select "Preferences."
2. Select the Advanced category on the right side.
3. Make sure Enable JavaScript is checked in this main Advanced view.
4. Now, make sure that Java and cookies are both enabled. (You need Java to add your Bookmarks and cookies to navigate the site properly.) Confirm that you've selected Enable Java and Accept all cookies.
5. Select OK and you're done!

Internet Explorer Users

1. From the Tools menu, select "Internet Options."
2. Select the Security tab.
3. With the "Internet" globe highlighted, click Custom Level.
4. Scroll down to Scripting. Beneath Active Scripting, select Enable.
5. Make sure that Java and cookies are both enabled. (You need Java to add your Bookmarks and cookies to navigate the site properly.) Find Allow cookies that are stored on your computer and select Enable. And make sure that you HAVE NOT selected Disable Java beneath Java Permissions.
6. Select OK.
7. If you're on a local network, return to Step 3, highlight the "Local Intranet" icon and continue with same instructions.

AOL users

Check which version you're using. In your browser's Help menu, select "About..." If you're using a version below 4.0, you'll need to upgrade. Otherwise, follow the directions to enable JavaScript and cookies.
1. In your AOL browser, go to My AOL button and select PREFERENCES from the pull-down menu.
2. Select the WWW icon from pop-up window.
3. Select the Security tab in pop-up window that appears.
4. Click Custom Level.
5. Scroll down to Scripting heading near bottom of list.
6. Under Active Scripting click word Enable or Prompt to turn JavaScript on. We recommend choosing Enable so that you won't be constantly prompted with messages from your browser.
7. Check the same for Cookie settings.
8. Select OK on both windows.

Compuserve Users

Enable JavaScript and cookies.
1. In the Compuserve browser, go to Access menu and select PREFERENCES
2. In pop-up click WWW icon.
3. In next pop-up, select Security tab.
4. Select Custom Level.
5. The following items should NOT be disabled: Cookies (both listings) and Active Scripting. Make sure that Enabled or Prompt have been selected next to these items.