Video troubleshooting

Troubleshooting begins by opening up our Test Media Player page. Click here to do this. The Test Media Player page will open up in a new window or tab. In many cases, you will be referred back to this page to address a specific issue.

How can I download the latest version of my Media Player for my computer?

Just click here and follow the installation instructions:

How do I determine the version of my Media Player?

In Windows, click on Start and then Run. Enter “wmplayer” and press ENTER. Windows Media Player will start if you have it installed. Click on Help and About Windows Media Player. The version will be displayed. Be certain that you have version 7 or higher. Otherwise, click on the Windows Media Player icon above to install.

What if my video does not play?

Right click on the black video screen. If “Error Details” is enabled, you have an error. If the error seems to be that the file is not found, you are not connecting to the Internet properly. A likely problem is a Firewall Problem. See Firewall Assistance

If you are NOT using Media Player version 9 or greater, your problem may well be that the codec (decompression) software is not current. To update your Media Player to the current codec software, go to http://www.microsoft.com/windows/windowsmedia/format/codecdownload.aspx to download the proper updates for your version of Media Player.

I am using Mozilla Firefox and having troubles with the video.

A current version of the Mozilla Firefox plug-in for Media Player will fix problems such as a) the video will not play, b) the video quality is poor, c) the bookmarking feature does not work, and more. To install the Mozilla Firefox plug-in for Windows XP and Vista, go to http://port25.technet.com/pages/windows-media-player-firefox-plugin-download.aspx.

What are the proper Media Player network settings for me?

The answer depends upon your Internet firewall. See Firewall Assistance

There are three methods of streaming video; 1) RTSP real time streaming protocol, 2) MMS Microsoft Media Server protocol, and 3) HTTP. The server is configured to try RTSP first, then MMS, then HTTP.

In your Windows Media Player, click on tools and then options. Click on the Network tab. The default settings are probably the best. There should be check marks for UDP, TCP and HTTP.

However, if your network uses a Proxy Server, additional setting are needed. For each of the three protocols, you can set the proxy settings to your proxy server.

Is my Internet connection fast enough?

Your connection speed is important and your speed is dependent upon others who share your connection. We find that you will need about 300Kbps for medium quality (320x240) and 900Kbps for high quality (720x480) video. For example, if your organization has a T1 line, you have a 1400Kbps speed connection; but, if there are others using this connection then you will not be using the entire speed. You share with others making your effective speed lower.

Try the Speed Test to check your download connection speed.

What if the colour does not look right?

The videos will look best if you are using 32 bit color if at all possible. Otherwise, use the highest color setting available with your video card. On your desktop, right click and go to Properties. Then, Settings.

I am not getting sound from the videos. What could be causing this?

Verify that sound is working properly on your computer. Click here to play the Microsoft sound test. If this does not play, you need to verify all of your sound settings and possibly have your computer serviced.

How can I correct ragged and uneven video?

This is the result of a slow computer or a slow Internet connection. You may be using a high quality (high resolution) video which your computer just can not handle. Or, your Internet connection is overcommitted with traffic from other users. Use the "test media player" page to test your computer’s ability to view steaming video.

What is a "codec" and do I need any special ones?

A codec is software for translating the video and audio to what you see and hear. If Media Player senses that it needs codec software to play a video, it will be downloaded from the Microsoft site automatically (you may be asked to confirm the download).

If you are NOT using Media Player version 9 or greater, your problem may well be that the codec (decompression) software is not current. To update your Media Player to the current codec software, go to http://www.microsoft.com/windows/windowsmedia/format/codecdownload.aspx to download the proper updates for your version of Media Player.

I get very poor quality or excessive buffering or freezing while "Buffering", "Waiting", or "Connecting".

This may be caused by some cable or digital subscriber line (DSL) modems that use Network Address Translation (NAT). Some NAT devices do not properly forward UDP packets. A similar behavior may be caused by personal firewall software.

To resolve this problem, make sure that UDP protocol is disabled for the Windows Media Player on the client computer. If UDP protocol is disabled, the player connects to streaming content through TCP or HTTP.

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

1. On the Tools menu, click Options.
2. Click the Network tab.
3. Under Protocols, clear UDP.