Video Player Troubleshooting Tips






Do you need Mac-specific troubleshooting tips? Click Here

  1. What do you recommend
    for me to view video?

  2. What operating system
    do I need to use the Video Player?

  3. What browsers can I
    use to use the Video Player?

  4. What version of
    Windows Media Player do I need?

  5. Does the Video Player
    support Real video?

  6. Do I need cookies
    enabled to use the Video Player?

  7. Why do I see a
    streaming video prior to the video clip I selected?

  8. Can I skip this
    streaming media advertisement?

  9. The video displays
    like a slide show. How can I fix this?

  10. How do I exit Full
    Screen mode?

  11. Why is the Video
    Player page cut off by my monitor?

  12. The Video Player
    displays but nothing happens?

  13. I cannot hear the
    audio. How can I fix this?

  14. What do I do if I get
    an errror about codecs?

  15. The audio sounds like
    chipmunks - too fast. How can I fix this?


  16. What speed does the
    video play at?

  17. The Video Player
    buffers the video but the video never loads

  18. The video stutters
    when it plays. Is there anything I can do to fix it?

  19. The video player will
    not even open after I click on a video link. What do I do?


1.  What do you
recommend for me to view video?


For Video Player's best performance, use Windows 2000 or above,
Microsoft's IE 5.0 or above and Windows Media Player 9.


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2.  What operating
system do I need to use the Video Player?


The Video Player is supported on a variety of operating systems. 



  • Windows 98 Second Edition 
  • Windows Millennium Edition 
  • Windows 2000 
  • Windows XP Home Edition 
  • Windows XP Professional


If you use a Mac, please see the Troubleshooting
Tips for Mac Users


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3. What browsers
can I use to use the Video Player?


You need to have Internet Explorer 5.0 and above to use the Video
Player.


Please Note: At this time, the video DOES NOT work if you are using IE 7.0.

This Video Player is not supported by the following browsers:



  • IE 4 and below: We recommend that you upgrade your
    browser to Internet Explorer 6.0 so that you may view video on this
    site.
  • Netscape 4.x: It is highly recommend that you
    upgrade your browser to Netscape 7.1, as it comes with Window Media
    plugin and will allow you to view video on this site.
  • Netscape 6.2+ with Windows Media Player plugin installed:
    You can view video using the Windows Media Player plugin, however, you
    will not be able to use the video player  features.  We
    recommend that you upgrade your browser to Netscape 7.1 so that you
    may view video on this site.
  • Netscape 6.2 without Window Media Player plugin installed:
    You can install the Windows Media plugin by installing the new Windows
    Media Player depending on your operating system.  Or we highly
    recommend that you upgrade your browser to Netscape 7.1, as it comes
    with Window Media plugin and will allow you to view video on this
    site.
  • Netscape 7.x: You can view video, however, you will
    not be able to use the video player  features. 

  • Firefox: You can view video, however, you will not be able to
    use the video player features.


To download the newest version of Internet Explorer, click
here
.


To download the newest version of Netscape, click
here
.


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4.  What version
of Windows Media Player do I need?


You need to have Windows Media Player 7.1 or above to use the Video
Player.


This Video Player does not support Windows Media Player 6.4. 
Also, QuickTime and Real Player are not supported.


Please note: Windows Media Player 8 contains a known bug that will
cause audio or begin playing before the video does. If you see this
happening, we recommend that you upgrade to Windows Media Player 9.



To download the newest Window Media Player, click
here
.


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5. Does the Video
Player support Real video?


Not at this time. To download the newest Window Media Player, click
here
.


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6. Do I need cookies
enabled to use the Video Player?


Cookies must be enabled to watch video. If your cookies are not
enabled, the video player will launch but nothing will happen. 


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7.  Why do I see a
streaming video prior to the video clip I selected?


Sometimes, a streaming media advertisement will play before the video.


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8. Can I skip this
streaming media advertisement?


No, you cannot skip the streaming advertisement.


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9.  The video
displays like a slide show. How can I fix this?


The videos that you are watching are sent, or streamed, to your
computer over the Internet. The speed at which these files can be streamed
varies depending on your computer's "bandwidth". In other words,
if you have a high bandwidth connection (i.e. cable, DSL, T1/LAN
connection), your computer can receive streaming video at a higher speed
than a user with low bandwidth (i.e. modem / ISDN) connection. This also
means that a user with high bandwidth can receive larger, better quality
video stream.  On the other hand, a user with a lower bandwidth may
receive the video as a slide show or choppy if they cannot receive the
full video stream.


You can also check your video card settings. Set the number of colors
higher than 256k colors.


Finally, you may be experiencing problems due to bandwidth congestion.
If the problem persists, we also recommend checking back at a time when
your Internet service provider may experience less congestion to see if
there is an improvement.


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10. How do I exit Full
Screen mode?


Hit the ESC key. 


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11. Why is the Video
Player page cut off by my monitor?


The bottom of the Video Player may appear cutoff if your computer's
screen resolution is set to 800x600 pixels or less. 


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12. The Video Player
displays but nothing happens?


If you are unable to watch video in the Video Player:



  1. Verify that you meet the system requirements (operating system,
    browser and Windows Media Player) as outlined above.
  2. If you meet the system requirements but still have difficulty
    accessing, we recommend you disable any ad or pop up blocking software
    tools that you may have installed and try again. 
  3. Check that you have cookies enabled.


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13.  I cannot
hear the audio. How can I fix this?


To be able to hear the audio on videos, you must have a working sound
card and your computer speakers turned on with the volume set at an
appropriate level.  If you still receive video without audio, verify
that your system audio works by playing another audio application and/or
checking your speaker and headphone wires.


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14. What do I do if I
get an error in regards to codecs?


If a codec error appears when you attempt to watch video, you may be experiencing an issue downloading the necessary codecs needed to view video. You can remedy the issue by manually downloading and installing them. For more information and to download codecs,
click
here


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15.
The audio sounds like chipmunks - too fast.
How can I fix this?


Updating your sound card's driver might take care of this problem. If you need assistance with getting the latest version of your sound card driver, contact the card manufacturer.


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16.
What speed does
the video play at?


The videos that you are watching are sent, or streamed, to your
computer over the Internet. The speed at which these files can be streamed
varies depending on your computer's "bandwidth". In other words,
if you have a high bandwidth connection (i.e. cable, DSL, T1/LAN
connection), your computer can receive streaming video at a higher speed
than a user with low bandwidth (i.e. modem / ISDN) connection.


The video on this site is streamed at 4 different rates to allow for
the best quality for your bandwidth.


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17.
The Video Player buffers the video but the video never loads?


If the video player buffers video but never loads the clip or loads the clip but the video stutters then your DSL/cable providers using Network Address Translation (NAT) may not be forwarding UDP packets properly. The solution is to disable UDP in Media Player. For more information on disabling the UDP,click here.



To disable the UDP protocol, follow these steps in the Windows Media Player:



For Windows Media Player version 7.0 and later:



1. On the Tools menu, click Options.

2. Click the Network tab.

3. Under Protocols, clear UDP. 



For Windows Media Player version 6.4:



1. On the View menu, click Options.

2. Click the Advanced tab.

3. Select Streaming Media and click Change.

4. Under Protocols, clear UDP. 


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18.
The Video stutters when it plays. Is there anything I can do to fix that?


See answer 17 above.


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19.
The Video player will not even open when I
click on a video link. What do I do?


You could be looking at an old version of the player. Clear your cache
and delete your cookies, then open a new browser session.


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