Frequently Asked Technical Questions
The following is a list of the most frequently asked technical support questions. Please click on a question to read the solution.
- I want to be sure I can view the webcast, how can I test my computer system?
- What are the minimum System Requirements for the webcast?
- I am not hearing any audio, how do I fix the problem?
- I can not get Windows Media Player installed ... What do I do?
- I can not get RealPlayer installed ... What do I do?
- I am on a slow connection and currently experiencing trouble with the webcast. What can I do about it?
- What if the slides don't advance?
- What do I do if after I click to launch the webcast, I get a blank window or nothing happens.
- I get to the player, but I can't seem to get any audio or video on the player, what can I do?
- I have technical related issues, who should I contact?
- I am having network connectivity or firewall issues. Whom should I contact?
- I missed the event, how can I view it?
- My machine is set to 800x600 resolution, is this a problem?
- How do I log in to the webcast?
- Why am I having trouble logging in?
- Do I need JavaScript enabled in order to view the webcast?
- What connection speed should I use to view the webcast?
- I am running my resolution at 800x600 on a projector and the Windows Task Bar is obscuring the bottom of the webcast, what can I do?
1. I want to be sure I can view the webcast, how can I test my computer system?
Run the System Test check
2. What are the minimum System Requirements for the webcast?
Windows:
- Windows 2000 or XP
- Internet Explorer 5.0 or higher
- Windows Media Player 9.0 or higher
- JavaScript Enabled
Macintosh:
- Mac OS X 10.2 or higher
- Safari 1.2 or higher
- RealPlayer 10 or higher
- JavaScript Enabled
3. I am not hearing any audio, how do I fix the problem?
- First, do you have an audio card installed?
- Second, check your "volume" settings in the Sounds area of your Control Panel and make sure they are high enough, and not muted in any way.
- Third, make sure that your speakers are plugged in and turned on.
4. I can not get Windows Media Player installed ... What do I do?
You can download Windows Media Player from Microsoft's Site. If you are still having issues you may want to contact your MIS/technical support group.
5. I can not get RealPlayer installed ... What do I do?
You can download RealPlayer from Real's web site. If you are still having issues you may want to contact your MIS/technical support group.
6. I am on a slow connection and currently experiencing trouble with the webcast. What can I do about it?
Select the "Low Bandwidth" option. Ideally, you should look for a high-speed connection to view the webcast.
If you are still having trouble such as video and audio buffering, pausing, or breaking up, you may not have an adequate internet connection for this webcast.
7. What if the slides don't advance?
A possible cause could be a firewall/security setting on the machine. If you are running a hardware firewall or have other special security configurations which may be causing the problem then considering lowering/disabling your firewall, check your firewall logs or talk to your system administrator.
8. What do I do if after I click to launch the webcast, I get a blank window or nothing happens.
- Make sure you're not running any pop-up blockers on your browser. If you are, then you should either allow pop-ups on the page or turn off the pop-up blocker while viewing the webcast.
- Make sure you are using a supported browser (for Windows: Internet Explorer 5.0+; for Macs: Safari 1.2+).
9. I get to the player, but I can't seem to get any audio or video on the player, what can I do?
- Check your security settings in Internet Explorer. Open Internet Explorer and go to Tools/Internet Options. Go to the Security tab. Make sure that security is medium (default) or lower. If security is "custom" then make sure that download/run signed ActiveX components is either "enabled" or "prompted". Also, under the advanced tab, check under the "Multimedia" header and make sure that "play sounds/videos in web pages" is checked.
- Check your Windows Media Player settings. Inside of Windows Media Player, go to Tools/Options/Network and make sure that "http" and "multicast" have a check next to them. Also, check the "player tab" and make sure that a check is next to "download codecs automatically."
- If nothing seems to be working, make sure you can view embedded, streaming media from another site such as http://www.msnbc.com.
10. I have technical related issues, who should I contact?
- First you should run the System Test.
- Second, you should contact your MIS or technical support group and consult with them.
- Only during the live webcast you can contact our Technical Support Live Chat
11. I am having network connectivity or firewall issues. Whom should I contact?
If you are having network connectivity problems, such as Firewall issues you should contact your MIS department to help diagnose and fix the problem you are experiencing.
12. I missed the event, how can I view it?
Within a few business days after the webcast, an archived version will be available on this site. Please check back.
13. My machine is set to 800x600 resolution, is this a problem?
It should not be a problem, however, for optimal results a resolution above 800x600 is preferred.
14. How do I log in to the webcast?
The links to access the webcast will become available 15 minutes prior to the event. Please check back later.
15. Why am I having trouble logging in?
If you have cookies turned off you will experience issues when logging into the system. Please turn your cookies ON in order to access the webcast.
16. Do I need JavaScript enabled in order to view the webcast?
Yes, you will need JavaScript enabled in order to view the webcast.
Test to see if you have JavaScript.
17. What connection speed should I use to view the webcast?
Windows Users - use the Windows Media links provided on the lobby page (when they become available).
Macintosh Users - use the RealPlayer links provided on the lobby page (when they become available).
- Low Bandwidth - Recommended for users with a broadband internet connection, such as DSL, cable modems, leased lines.
- High Bandwidth - Recommended for users that connect through a company LAN.
18. I am running my resolution at 800x600 on a projector and the Windows Task Bar is obscuring the bottom of the webcast, what can I do?
You can temporarily hide your taskbar from view in Windows. You may also select the taskbar and resize it.