Welcome to the F.A.Q. (Frequently Asked Questions). You may be connecting to the event 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 webcast 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.
You may be connecting to the Live Webcasting event through a network that has restrictions on the type of content that 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 webcast experience, we have created this document that addresses the common issues that a viewer might come across.
Have you run the Pre-event streaming test?
The MOST IMPORTANT step is to visit our Pre-Event Test stream. We begin webcasting a Pre-Event Test stream one week prior to the event. This is a sample webcast that uses all of the same technical requirements of the actual webcast.
Test your connection at this test page: Webcast Test Page
If you can view video, hear the sound and see the test slide, you will most likely be ready for the webcast.
Q: It is prior to/the day of the event, and I cannot log into the event page.
A: Verify that you are using the same email address you used to register for the event. If you just registered, wait 1-2 minutes to allow us to process your registration, then try again. If you are still unable to log in, please contact us.
Q: I am logged in, but I do not see video or hear audio.
A: The streaming technology in use requires the following capabilities:
- Flash or HTML5 video support
- Network/firewall allowed for RTMP or HTTP video
- Network/firewall allowed to receive HTTP traffic from Amazon.com, Akamai.com and LimeLight.com
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 44 or higher, Chrome 39 or higher
- 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/
A note on Browser compatibility.
IE 6.x may not support the RTMP streams we push out - basically new video technology that old browser technology can't handle. We cannot support problems with IE 6.
Possible remedy: upgrade browser version, try alternate browsers such as Firefox.
- Windows-based computer, Mac-based computer, Android phone or iPhone, Android tablet or iPad
- OPERATING SYSTEM: Windows 7+, Mac OS X 10.7+
- CPU: Single Core 1 gigahertz (GHz) or faster 32-bit (x86) or 64-bit (x64) processor
- MEMORY: 2 gigabytes (GB) RAM (32-bit) or 4 GB RAM (64-bit)
- VIDEO: 32 bit video card
- BROWSERS: Mac: Safari 5+, Firefox 44+, Chrome 39+ (With Chrome on Mac you must use OSX 10.9 or better)
- BROWSERS: Windows: IE 7+, Firefox 45+, Chrome 42+ +, Safari 5+
- AUDIO: Speakers and a microphone – built-in or USB plug-in or wireless Bluetooth
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 these domains and IP addresses below:
Amazon CloudFront - cdn.v3mediaportal.com & d158oi42rq4cva.cloudfront.net
portals.v3mediaportal.com & 220.127.116.11
Akamai HLS - icvtest_1-lh.akamaihd.net
The specific IP address: 18.104.22.168
Social Networking Sites - Many companies block sites like YouTube and Facebook. Our Streaming video network provider supplies many of the web-based assets for social networking sites such as YouTube, Facebook and Instagram. If a company blocks YouTube, Facebook or Instagram, the webcast MAY be blocked.
Q: My Audio or Video Freezes or Stutters
A: There are a few 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, broadband or even 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 and on your device by applications that access the web such as Dropbox when it is syncing.
Test your network bandwidth here: http://www.speedtest.net/ If the download result is less than 1500 Kbp/s (or 1.50 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, Spotlight or Dropbox, you should stop them.
Antivirus - If your antivirus application is running a scan, you should suspend that. Programs like McAfee and Avast 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
Our webcasts can be typically be viewed on mobile devices running recent version of the Operating Systems for their respective devices. Playback and full functionality cannot however be supported, due to the customization each carrier, manufacturer and even uers perform on phones and tablets. 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 menu, select the Tools menu, click Internet Options.
STEP 2: On the General tab, under Browsing history, click Delete. Select OK.
STEP 3: On the next page, select Delete Temporary Internet Files.
STEP 4: Select OK or Delete, then select OK to close the Internet Options window.
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: On your browser toolbar, tap More
STEP 2: Tap History, and then tap Clear browsing data
STEP 3: Under "Clear browsing data," select the checkboxes for Cookies and site data 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.