Webcast Help/Troubleshooting FAQ

• Question: Why can I hear the audio, but the video is missing?
• Answer: When you receive streamed content, communication occurs between the Player and a Windows Media server regarding the connection speed of your computer. If the Player communicates an incorrect connection speed to the server, the server may try to thin the stream, which means that the stream quality decreases and the Player may lose video altogether.

You can prevent this from happening accidentally by manually specifying the connection speed.

In Windows Media Player 7 or later, you can specify your connection speed, by doing the following:

1. On the Tools menu, click Options, and then click the Performance tab.
2. In the Connection speed area, click Choose connection speed, and then select the appropriate connection speed.
3. The Connection speed should be either DSL/Cable (768 Kbps) or DSL/Cable (384 Kbps).
4. Close Windows Media Player and all instances of Internet Explorer.
5. Relaunch the site and re-request the video/audio again.


• Question: Why can I see the video, but I can't hear the audio?
• Answer: Verify that your system volume and/or speakers are not muted or turned to a very low setting. Also, verify that there are no other streaming applications running on your computer.

• Question: What's the difference between "live webcasts" and "archived webcasts"?
• Answer: A "live webcast" is an Internet video stream viewable on your computer. Live webcasts are like a TV broadcast in that you cannot pause, rewind or fast forward them.
An "archived webcast" can be played at any time and is similar to playing a VHS/DVD in that you can pause, fast forward, rewind and restart.

• Question: What are the dimensions of the video window and the streaming bit rate?
• Answer: The default video window will be 320 x 240 and the streaming bit rate will be approximately 523 Kbps. You can expand the video to 200% or full screen mode as well but the image resolution will degrade and it may slow down your frame refresh rate.

• Question: Why am I hearing some sound but my video is choppy, frozen or missing entirely?
• Answer: If you have a broadband connection of at least 500 kbps but still have poor video quality, excessive buffering, or a total lack of video, this can be due to a lack of computer processing power or general traffic congestion on the Internet. Try not to run other applications while accessing streaming media.

Also, if you are accessing the video through a Local Area Network (LAN), you may experience excessive buffering or connectivity delays as a result of network congestion from the other users on your LAN.

Finally, if you continue to experience poor quality video (for example: pink or green lines, choppy or flickering video or garbled audio) we recommend you check the "Video acceleration" setting in your Windows Media Player:

1. Launch Windows Media Player.
2. Choose Tools > Options.
3. Click on the "Performance" tab and adjust the scroll bar to raise or lower the Video acceleration setting (you  will have to experiment with different settings to see if one works better for your particular system) and then click "OK".
4. Close Windows Media Player and all instances of Internet Explorer.
5. Relaunch the site and re-request the video/audio again.