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Webcast FAQ

Broadband Connection
Adequate bandwidth is required to view the courses without stuttering, pausing or stalling. Even in a high bandwidth corporate environment, network traffic within the office can degrade connectivity.
Visit http://www.speedtest.net to test your network connection. A minimum download speed of 1.0 Mbps is recommended.

Please note, you may be connecting to the Internet through an internal 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 experience, we have created this document that addresses the common issues that you might come across.

Be aware that your connection is location specific. If you can successfully play the webcasts from location "A" then attempt to view them from location "B" there is no certainty that you will meet with success. If you encounter any issues, please refer to the following checklist and verify the requirements.

Software Requirements

  • A Browser version of Internet Explorer 7.0 and higher, Firefox 26.0 or higher, Safari 5.1 or higher, or Chrome 32 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 used in the portal - basically new technology that old technology can't handle.
      Possible remedy: upgrade browser version, try alternate browsers such as Firefox.

WEBCAST VIEWING SUPPORT FAQ and CHECKLIST

Hardware Requirements
  • Windows Based Computer
  • Windows XP SP 3, Vista Home Premium, Windows 7 or Windows 8 Premium or better Mac OsX 10.5 or better
  • Pentium 4 or better
  • 1 Gig of System Ram (Memory)
  • True Color 32 bit video card
  • Soundcard and Speakers

Network Requirements:
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 too much stress on the network, these must be open to view the webcast.
Firewall issues - Top tier Streaming Media Servers are provided by large companies that serve global corporate and fringe clients. As such, some firewalls can "blacklist" a streaming media provider if they questionable material is also pushed from that Service Provider. Verify IT has not blacklisted the IP ranges listed below:
Social Networking Sites: Many companies block sites like MySpace, youTube and Facebook. Our Content (CDN) provider, supplies many of the web-based assets for social networking sites such as Facebook and MySpace. If a company blocks Facebook, youTube or MySpace, the webcast presentations MAY be blocked.
Verify that your I.T. department has not blacklisted the following rtmp servers.

Your Firewall needs to allow: RTMP via ports 80 and 1935
Your Firewall needs to allow Streaming Video as a service
Your Firewall needs to allow the entire range of IP addresses below:

Open IP Ranges of:
69.28.128.0/18
68.142.64.0/18
208.111.128.0/18
87.248.192.0/19
203.77.184.0/21
117.121.248.0/21

 

Login Problems
Q: I cannot login with my username and password.
A: Verify that you have access and are using the credentials you were given. You may have been emailed your username and password, or possibly a link with which to set or access those credentials. Please check any emails and any usernames and passwords 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.

 

I am not getting any video or seeing any slides
This is due to the video stream being blocked in some fashion at your location. This can be in a firewall, a router or on your PC within a security application such as McAfee, Norton, Avast, etc. allowing all of the above outlined requirements.  In order to see the webcast, those standard protocols and public IP Addresses need to be accessible.

 

I am getting a white screen on the webcast page.
If you are seeing a blank page that does not contain a video or slide window your computers security settings may be preventing these elements from displaying properly. Please check the following:
JavaScript: JavaScript must be enabled for this webcast to display properly. Below is a link which explains how to enable JavaScript for many popular web browsers: http://www.bluelinkwebs.com/devnotes/cloak_email/javascript_howto.html

Adobe Flash: Depending on your Computer and Browser, free Adobe Flash Player V8 or better may need to be installed for this webcast to run. You may 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 www.Adobe.com/flashplayer

 

How to install Flash Player
Go to the www.Adobe.com/flashplayer website and click the Get Flash Player button. It is a free, fast install and does not require a reboot. Follow the instructions and at the end of the install the website should display an animation that will verify that you have properly installed Flash Player.
If are not able to complete the installation, and you did not see, and accept, the yellow warning bar at the top of Internet Explorer when starting the install, it is likely that your I.T. department has blocked downloads of installation files. Please refer to them for further assistance.
If you are able to install Flash Player, open your browser and go to the Webcast page If that doesn't solve this issue or you already have Flash Player please refresh by hitting the F5 key.

 

I have no Audio
Do you hear audio from other websites? On some laptops it requires a combination of a Function key (Fn) and a second keystroke to mute or un-mute your speakers.

 

I see the Slides - but I don't see Video nor do I hear Audio:
1) In a situation that has limited bandwidth or within a network that has heavy utilization, it can take up to 1 minute for the video to start playing. Please allow that.
2) Refresh your browser by hitting the F5 key.
3) Try clearing your Cache.
4) You may need to install or update Adobe Flash Player.

 

Audio or Video Freezes or Stutters


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 or within your corporate network. The fact that the stream was working flawlessly, as it usually does, 10 minutes ago, as users come in and out of your network, transfer files, or login to watch these presentations, 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.


Resources - There could be an application running on your PC that is consuming resources, 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.


Anti Virus - 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 an Internet Security app at the computer, and vice versa. Best to make sure virus scanners are disabled during the webcast. If possible, disable your antivirus application during viewing.

 

Connection Test
Test the services installed on your computer and the network capabilities of your connection here: http://conferencewebcasting.com/stream-test/app/
Follow the steps 1 through 4

 

Bandwidth Test
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 video feed of this nature with smooth playback, especially if it is a shared connection in an office.

 

Clearing your Cache
See this page for information on clearing your cache in major browsers:
https://help.yahoo.com/kb/mail/web-browsers-cache-cookies-sln4525.html