Webcasting Help
Online Video Service has taken strides in helping to ensure that anyone can watch one of our webcasts anywhere, provided their system meets the minimum requirements.
However, we also understand that webcasting is not television, and that every user's computer is different, so every user will get a slightly different experience.
To help make sure that your experience is positive, we've put together the following list of frequently asked questions. They should help you figure out anything that might be making your expeirence anything but great, and give you the information you or your network administrator can use to fix the problems.
If you're still having troubles viewing a webcast after trying the solutions below, you can contact our technical support team during any live webcast at 888.652.6811, touching 3 for support. Alternatively, you can email support@onlinevideoservice.com for live help via email. Our team has been able to resolve almost every issue, and will do their best to make sure yours is resolved, too.
Here is a list of the most frequent problems a viewer may have.
Why am I seeing a small x in the box where the video should be playing?
Be sure the computer from which you'll be watching the Webcast has the latest version of the Microsoft Windows Media Player.
If your computer doesn't have a media player, or if you're not sure if it's latest version, you can download the latest version for free by clicking on the image below.
I have the latest version of Windows Media Player and still cannot get the webcast to work properly.
One common possibility, especially if you're in an office environment, is that your computer is behind what's known as a firewall. In short, a firewall is an electronic barrier between your network and the Internet. Many network administrators set up their firewalls to block streaming and other forms of media for various reasons. If you're having connection problems with the stream, this is a likely cause.
Contact your network administrator about un-blocking streaming media during the duration of the webcast. If needed, you can give your network administrator the IP of the stream to allow. Online Video Service generally streams from the IP 64.95.53.21. For more information on how to clear up firewall problems, please see Windows Media's documentation at Microsoft Support.
I can see the webcast but the quality of the stream is very poor. Why?
Be sure to select the correct bandwidth to use to watch the Webcast. The bandwidth determines how fast your computer will be able to process the Webcast. The value of the bitrate of the Webcast you view must be lower than the value of your throughput for your connection speed. For example, if you re Internet connection is 256k, (low broadband connection for DSL) then you can only watch videos that are less than 256k. Watching videos at bitrates higher than your bandwidth can cause problems including video stuttering.
Other Problems
The the following checklist as a guide to be sure the computer you'll be using to watch the Webcast is ready.
1. Be sure your computer has an up-to-date Windows Media Player.
Be sure the computer from which you'll be watching the Webcast has the latest version of the Microsoft Windows Media Player.
If your computer doesn't have a media player, or if you're not sure if it's latest version, you can download the latest version for free.
To download the latest version of Windows Media Player
Open the Internet browser (most likely Microsoft Internet Explorer or Netscape Navigator) on the computer you'll be watching the Webcast from.
To download the latest version of Windows Media Player, copy or type the following URL into the address bar:
http://www.microsoft.com/downloads/search.asp?
Click the arrow from the box under "Select download" and choose "Windows Media Player" from the list that appears. (To select a list item, just move your mouse over the list item you want and click it once. The item you selected appears in the box under "Select download," highlighted in blue.)
Note
If you're not sure what operating system the computer is using, press the Start button on the lower left corner of your computer screen. A menu appears. Move your mouse over the Help list item and click it once. The Help window opens. The version of the operating system you're running (for example, Windows 2000) appears in the title bar of the Help window. (The title bar is the blue bar at the top of the Help window).
Click the arrow from the box under "Select download" and choose "Windows Media Player" from the list that appears. (To select a list item, just move your mouse over the list item you want and click it once. The item you selected appears in the box under "Select download," highlighted in blue.)
Click the arrow from the box under "Select Version" and choose the version for the operating system (that is, Windows 98, Windows 2000, Windows XP and so on) on the computer you're watching the event from.
Click the Download Now button at the bottom of the screen and follow the instructions that appear on the screen.
2. Be sure your computer has speakers.
Be sure that the computer you'll be using to watch the live event has speakers, so you can hear the event.
3. Be sure you're using a recent Web browser with up-to-date plugins.
The computer you're using to watch the Webcast should have a recent version of Internet Explorer. Online Video Service recommends Internet Explorer 7.1 or above.
To download the latest version of Microsoft Internet Explorer, open Internet Explorer, then copy or type the following URL into the Address bar:
http://www.microsoft.com/downloads/search.asp?
Select Internet Explorer from the list under Top downloads. On the Web page that appears, select the language you want and click Go. Follow the instructions that appear.
It should also have the latest plugins - that is, software programs that add features to your Web browser (such as the ability to watch movies or listen to audio from the browser). Check with your system administrator to be sure you have the correct plugins.
Getting ready to watch the Webcast
On the day of the Webcast, here are some tips to help you watch the Webcast.
1. Be sure the computers you use to watch the Webcast aren't all the same Internet connection.
If your office watches the Webcast from computers that are on the same Internet connection, the speed and quality of the Webcast will be affected. Try to watch from computers that are on different connections. The combined bitrates of all streams on one connection cannot be higher than the connection itself. For example, try to have only one or two webcasts running simultaneously in computers sharing the same connection.
2. Be sure you're not running any other programs on the computer while you're watching the Webcast.
Don't run any other programs (such as Microsoft Word, or Microsoft Outlook Express) while you're watching the Webcast. Running other programs will adversely affect the speed and quality of the Webcast.
3. Be patient when you open your media player to watch the Webcast.
When you start to watch the Webcast, it may take your computer between 20-40 seconds of video buffering to start the Webcast. This is normal. If it takes longer than a minute, make sure your address is correct, you have the most up-to-date version of your media player, and that you ve selected the appropriate bitrate. In addition, other network resources may cause problems. Make sure no large file downloads, uploads, or other actions are taking up your bandwidth while attempting to view the Webcast, then try the media player again.
If you still have any problems with the Webcast, check with your system administrator. They can help you quickly identify and solve your computer problems.
If your issues can't be resolved using the steps above, please
contact Online Video Service.
