Welcome to the F.A.Q. (Frequently Asked Questions). You may be connecting to the online course through a network that has restrictions on the type of content which can be viewed. This can occur in any network environment from a home network to a large enterprise. In order to assure you have a pleasant testing experience, we have created this document that addresses the common issues that a viewer might come across.
If you are signed up for a live event, BEFORE the event you should review this entire list of questions, requirements and the solutions to the few problems you might encounter when accessing our live and archived content.
Have you run our troubleshooting test?
Test your connection at this test page:
Please follow steps 1 through 4.
Q. I cannot log into the event page or media portal.
A: Verify that you have access and are using the credentials you were given. You were emailed your username and password. Please check your username and password carefully (password is case sensitive) and attempt to login. If you still cannot access your account, please click the "Lost Username/Password" link located below the login area.
If you attended an event in person and received supplemental access to the live and/or archive site, you may be required to go through the registration process. You will receive a confirmation email with your password.
Q. I am logged in, but I do not see video or hear audio.
A: The streaming technology in use requires the following capabilities.
2) Flash or HTML5 video support
3) Network/firewall allowed for RTMP or HTTP video
4) Network/firewall allowed to receive HTTP traffic from Amazon & LimeLight
If you are seeing a blank page that does not contain a video or slide window, your computer's security settings may be preventing these elements from displaying properly. Please check the following:
Adobe Flash: Adobe Flash Player Version 11 or better may need to be installed for this webcast to run. If you do not have Flash Player installed, or do not have the most current version you should be prompted on the webcast page to install the latest available version of Flash Player. If you do not see this prompt, you can download the latest version here: http://get.adobe.com/flashplayer/
Be aware that your connection is location specific. If you perform the test from location "A" such as your home office, then attempt to view the live event from location "B", such as your business office, there is no certainty that you will meet with success. It is you or your organization's responsibility to perform this viewing test before the event. If you meet with any issues, please refer to the following checklist.
- A browser version of Internet Explorer 7.0 and higher or Firefox 3.0 or higher, Google Chrome Version 35 or higher
A note on browser incompatibility:
- We have tested IE 6.x in controlled configurations and we can stream successfully, but there are some versions that may not support the RTMP streams we push out - basically new technology that old technology can't handle.
- Possible remedy: upgrade browser version, try alternate browsers such as Firefox.
- Flash Player Version 11 or higher. If you have an older version it would be best to upgrade now. It's free and does not require a reboot. http://get.adobe.com/flashplayer/
- Windows Based Computer, Mac based Computers, smart phone, tablets
- Windows XP SP 3 or Vista Home Premium or better
- Mac OS x 10.5.3 or better
- Pentium 4 or better
- 1meg of System Ram (Memory)
- True Color 32 bit video card
- Soundcard and speakers
Port Issues - Generally the media comes in via port 80 and 1935. Many corporations close these ports to stop live streaming as it will put stress on the network. These need to be opened to view the webcast.
Firewall Issues - Top tier Streaming Media Servers are provided by large companies that serve global corporate and fringe clients. Verify IT has not blacklisted the rtmp servers.
- Your firewall has to allow
RTMP and HTTP via ports 80 and 1935
- Your firewall needs to allow Streaming Video as a service
- Your firewall needs to allow the entire IP address ranges below:
Social Networking Sites - Many companies block sites like YouTube and Facebook. Our CDN provider supplies many of the web based assets for social networking sites such as Facebook and MySpace. If a company blocks Facebook or MySpace, we MAY be blocked.
Q: My Audio or Video Freezes or Stutters
A: There are a few different possible factors that can cause this.
Bandwidth - When an end user is getting the feed, but video stutters and freezes, often times it is a bandwidth issue at the Internet provider. Most people are on cable and DSL and just because they had bandwidth 10 minutes ago, as users come in and out of the system, this shared access is very volatile and the providers do not guarantee a set amount of bandwidth. Minimize unnecessary or excessive network traffic within your network.
Test your network bandwidth here: http://www.speedtest.net/ If the download result is less than 1000 Kbp/s (or 1.00 Mbp/s) then your connection may not be able to correctly play a live video feed of this nature with smooth playback, especially if it is a shared connection in an office.
Resources - There could be an application running that is consuming resources on your computer or there is a lack of bandwidth at your site. If you have other applications running on your PC, such as an indexer like Google Desktop you should stop them.
Antivirus - If your antivirus application is running a scan you should suspend that. Programs like McAfee and Norton can be set to restrict access to the technology used for webcasting. The difficulty here is that the stream may make it through the network, but can get caught by a virus checker at the computer, and vice versa. Best to make sure virus scanners are disabled during the webcast. If possible, disable your antivirus application during the event.
Q: I can't see the video on my mobile device
There are many versions of mobile operating systems on the market today. We strive to make video playable on all devices, however handset managers often implement software changes that can affect the playability of video from a live stream. These changes are device specific, and while we try to create a universally playable stream, some devices may not be compatible.
Also, mobile bandwidth can fluctuate extensively from location to location. Because this is a live streaming protocol, a consistent sustained data rate is required for the stream to play properly. Unlike video on YouTube and other services, that will progressively download the video, live video is constant and if bandwidth fluctuates below a minimum data rate, even for a couple of seconds, the stream could be interrupted.
Clearing your Cache
Internet Explorer 10
STEP 1: On the Internet Explorer 7 menu select the Tools menu, click Internet Options.
STEP 2: You'll see Browsing History, Select the Delete button. Select OK
STEP 3: On the next page select Delete Temporary Files
STEP 4: Hit OK, OK
STEP 1: On the Firefox menu bar, select the Tools or History dropdown
STEP 2: Select Clear Recent History
STEP 3: Select the desired time range from the dropdown menu; to clear all of your cache, select Everything (this is the safest choice)
STEP 4: Select the "down" arrow next to Details, and select Cache and Cookies. You may leave everything else unchecked if you like.
STEP 1: Select the Chrome menu, and then select Clear Browsing Data
STEP 2: You'll see a "pop up" window with selection boxes
STEP 3: Select the first 4 boxes, Browsing History, Download History, Cookies, and Cached images and files
STEP 4: Click the Clear Browsing data button
If you are still having trouble and need technical assistance, click here to fill out a support request.
You may download this page as a PDF by right-clicking the following link and selecting "Save As" (Windows) or by holding the Option key and clicking the link (Mac):