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Support Home
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| Movie
Problems
SOME HELPFUL SUGGESTIONS (95%
of the time these will solve your video viewing problems)
Media Player Plugins
Verify settings
Pop-up blockers
Adware
Dial-up connections
Web TV
GENERAL FAQ
Can I use a download accelerator?
Does MSIE work with video?
What is a Plug-In?
How do I install Plug-Ins?
I am getting weird colors when I use IE to
view videos. Why?
What should I do if a software security alert
window pops up?
Sometimes I get error messages, or my the video
just won't play.what should I do then?
The audio does not play smoothly for me. What
can I do?
How can I improve overall video and audio
quality?
Why doesn't the video look as good as TV screen
resolution?
Why do I have to sometimes scroll right and
left?
Why do pictures take so long to load?
What is a Codec?
WINDOWS
MEDIA QUESTIONS
Windows Media Player screen is green with pink,
wavy lines.
Windows Media Player Buffers in the middle
of a video and/or the video seems really choppy.
Setting the Windows Media Player to function
Behind a Proxy or Firewall (not for people with modems or other
kinds of direct connections to the Internet).
Whenever I try to view a video, it tries to
connect to the server...then it says "Closed."
I downloaded the Windows Media player, but
every time I try to play a video it says, "The specified
stream type is not recognized."
I received a "connection to the server
failed," "could not connect to the server," or
some other, similar message.
I have a T1 or cable connection, but whenever
I try to watch a video, it is Choppy or the Frame Rate is much
slower than the audio rate.
Every time I go to play the video, I get a
GPF Error.
My Internet security settings do not allow
the New Decompressor to be installed.
In Windows Media player, every time I try to
play a video it says, "The specified stream type is not
recognized," the colors appear strange, or I see the video
fine but I do not hear anything.
In Windows Media Player, I clicked on a video
and it asked if I wanted to download and install a new codec.
What should I do? Or: I installed a new codec and now I'm having
problems watching or hearing the videos.
Every time I try to open a video, it says the
File Path Is Incorrect.
Our sites are designed with Internet Explorer users in mind.
If you can't find a solution to your problem below, and are
not using Internet Explorer, please click here to download the latest version.
Plug-ins:
You will need one of these plugins to view our movies.
Windows Media Player- Is a technology that produces
streaming video and audio files. The WM player will play most
types of movies including its native Advanced Streaming Format
(ASF), WAV, AVI, Quicktime and RealOne formats. A good all-around
choice. For more questions regarding Windows Media Player, please
click
here.
Quicktime- An audio/video technology developed by
Apple, but can also play on any PC. Its versatility and quality
of playback are outstanding and its ability to compress large
movies into small files is remarkable. You don't need the professional
version to watch video, just download the free one.
Please
verify that your Personal Firewall settings are correct:
Firewalls, such as Norton Internet Security, are generally good
things to have, but they sometimes interfere with our site.
If you are behind a firewall contact your network administrator
to see if you can have direct access to the internet from your
computer. If you have a personal firewall, disable it while
you are visiting our website, and turn it back on when you leave.
^ Top
Please
make sure that your Pop Up Blocker settings are correct:
For the best possible experience while visiting our sites, please
disable your Pop Up Blockers.
^ Top
Adware
Information :
Adware can hijack your internet browser and may prevent you
from accessing our websites properly. For more information about
adware and how to remove it please
click here.
^ Top
Dial-up
Connections:
This
site is designed for High Speed internet users. If you are on
a dial-up connection you may experience choppy video. That is
normal. As an alternative you might try downloading the movie
files, and playing them directly from your hard drive. We are
using the latest encoders for the videos, so some of you may
need to update your video players. All you need to do is click
on the movie link of your choice with the right mouse button.
That will open a menu and you should then click, "Save
Target As..." and then choose on your hard drive where
you want to save the movie.
^ Top
WebTV
does not currently support our movies or pictures.
^ Top
|
| General
Video FAQ
Can I use a download accelerator?
We do not allow the use of download accelerators at this time.
Please turn them off when trying to view our videos. Please
contact the software provider for more information.
^ Top
Does
MSIE work with video?
Yes, unless otherwise stated our videos work with most all browsers.
However, as technology advances some of the older browsers may
not be able to keep up, thus limiting your surfing experience.
You may be required to install plug-ins into your browser to
see some content. View our plug-in help section for more info.
To get the most out of your membership and your overall Internet
experience, it is recommended that you download and install
the latest version of Internet Explorer.
^ Top
What
is a Plug-In?
An internet Plug-In is an application built into a web browser
or added to a browser to enable it to interact with a special
file type, such as a movie, sound file, Word document, etc.
^ Top
How
do I install Plug-Ins?
Unfortunately there is no one standard for streaming video over
the Internet. Sometimes your browser will tell you that you
do not have the correct plug-in to view the video. Here
is a list of video plug-ins and the links to where you can download
them. Don't be afraid! These applications install very easily
and will greatly enhance your viewing experience. Once you download
the plug-in, run the installer, and follow the directions. You
will probably then need to restart your computer or at least
your browser after installation.
^ Top
Why
I am getting weird colors when I use IE to view videos?
Your display adapter may only be capable of rendering 256 colors,
or, more likely, your display's control panel is set to 256
colors. If that is the case, set your display's control panel
to thousands/millions of colors or high color/16 bit.
To do this, just select "Display" from the "Control Panel"
of your start menu, or right-click on the desktop and choose
"Properties" to correct the problem. You'll need to quit and
relaunch your browser to reset the colors. If your video hardware
is not capable of displaying more than 256 colors at your chosen
resolution, the video will still work, but it may be oddly colored
and/or look slightly fragmented.
^ Top
What
should I do if a software security alert window pops up?
Select the "Always Trust" box and click "OK."
^ Top
Sometimes
I get error messages, or my the video just won't play, what
should I do then?
Clear your browser's cache and restart your browser.
IE 6.0:
Go
to Tools menu
Select
Internet Options
Click
the General tab
Go
to Temporary Internet Files - Delete files - Click OK
Go
to History - Clear History - Click Yes
To
close window, click OK
Close
Browser then re-open it
FireFox:
- Go
to Tools menu
- Select
Options
- Click
the Privacy tab
- Click
the Cache tab
- Click
"clear cache now"
- Click
"Ok" and close Tools menu
- Close
Firefox then re-open it
The audio does not play smoothly for me.
What can I do?
Users with less than a 56K connection do not have enough bandwidth
to receive both audio and video. The software gives preference
to video, therefore you should mute your computer’s volume.
Or download the full video first instead of straming it. To
do this, right mouse click any movie and hit "File Save
As"
^ Top
How
can I improve overall video and audio quality?
Ideally you would want to upgrade to a faster modem, like
a cable modem or a DSL connection. You could try pressing
the pause button. Doing this increases the buffer size. The
longer you pause the video, the better it will look and sound
once it begins playing.
Also, you might want to try changing your buffer size. Click
here for info on how to change the buffer size in Windows
Media Player.
^ Top
Why
doesn't the video look as good as TV screen resolution?
Huge amounts of bandwidth are required to transmit TV quality
video over the Internet. As prevailing modem speeds increase,
Internet video will increasing look better. We all just have
to be patient.
^ Top
Why
do I have to sometimes scroll right and left?
Chances are, your screen resolution is at 640x480. This site
was designed so that even at a screen resolution of 800x600,
those with monitors less than 17" would have no problems with
viewing or reading text. Please try changing your screen resolution
to 800x600.
Right click on your desktop > Properties > Settings
> Screen area: 800x600 > OK
^ Top
Why
do pictures take so long to load?
Many sites are designed for at least 56K modems. If your modem
is slower than this you may want to consider purchasing a
new one. If you have a 56K, make sure your modem is configured
correctly in your connection to the Internet. Please contact
your internet service provider for more information.
^ Top
What is a
Codec?
You might need to download the latest codec or a specific
codec to play the videos. A codec is the compression algorithm
for the media file. Derived from enCOder/DECoder
used to encode or decode a large file type.
|
Windows Media FAQ
Windows
Media Player screen is green with pink, wavy lines.
This is most often caused by Popup Blockers. You need to turn
off all popup blockers or add our site to the exceptions list.
^ Top
Windows
Media Player Buffers in the middle of a video and/or the video
seems really choppy.
Change the Windows Media Player buffer for better performance.
The buffer is related to the amount of video you download before
it actually begins to play. Increasing the buffer may enhance
streaming performance, especially if you have a 56K modem. In
the Windows Media Player, right click on the video. Select "Properties".
Choose the "Advanced" tab. Highlight "Windows Media Source Filter".
Click the "Properties" button. Increase the "Buffer" to 30 seconds.
Select the correct bandwidth option for your connection:
To ensure that videos stream as smoothly as possible, be sure
that you have selected the correct bandwidth option for your
connection. Use the "Modify" button in the menu bar on any page
to change your bandwidth connection speed at any time.
^ Top
Setting
the Windows Media Player to function Behind a Proxy or Firewall
(not for people with modems or other kinds of direct connections
to the Internet).
Some colleges and offices have firewalls or proxy servers which
are between your computer and the Internet. If this is your
case, you need to make sure that your player is set up to pass
through the firewall. In the Windows Media Player, right click
on the video. Select "Properties". Choose the "Advanced" tab.
Highlight "Windows Media Source Filter". Click on the "Properties"
button. Click on "Configure Proxy Settings," then enter the
name (or IP address) of your proxy.
^ Top
Whenever
I try to view a video, it tries to connect to the server...then
it says "Closed." To find out more information on what
the error is, right click in the viewing window of your Windows
Media player after it says "closed." Select "Error Details"
from the menu. This should give you more information on what
the problem is so you can find the correct help topic.
^ Top
I
downloaded the Windows Media player, but every time I try to
play a video it says, "The specified stream type is not recognized."
Are you running Windows NT? We've determined that NT users who
do not have permission to install software will see the media-player
installation run and appear to work, but in reality the codecs
don't get updated. This causes problems. See your network administrator
for proper installation. If you ARE the administrator, then
go to Microsoft.com and search
the support database.
^ Top
I
received a "connection to the server failed," "could not connect
to the server," or some other, similar message.
Chances are that the website is experiencing heavy web traffic
at the moment, which is tying up our streaming server. Try to
watch the video again later and it should be fine.
^ Top
I
have a T1 or cable connection, but whenever I try to watch a
video, it is Choppy or the Frame Rate is much slower than the
audio rate.
If you have tried increasing your buffer size and made sure
you have the proper bandwidth selected, then most likely this
is caused by your having either outdated hardware (a Pentium
or lower), an outdated operating system (Win 3.1), an outdated
browser (Netscape 3, IE3) or not enough memory, video memory,
etc. The Windows media codecs are optimized for Pentium III
and run fine on Pentium II, but on a Pentium or lower, they
may not work properly. You also need a decent amount of system
resources, RAM, virtual memory, etc. to get good results.
^ Top
Every
time I go to play the video, I get a GPF Error.
This kind of error usually pops up due to a software conflict
or an improper install of system level software. Try the latest
update for Windows Media Player and Internet Explorer.
^ Top
My Internet security settings do
not allow the New Decompressor to be installed.
This is caused by the Windows Media player's attempt to automatically
install a newer version of the codec needed to play the video.
Before you click to watch the video, set your browser's security
in the preferences (or Internet options) to low. Then click to
watch the video and you should not get this error. After you have
watched the video, you can set your browser security back to medium
or high and watch all the videos you want since Windows Media
player will have properly installed the newer version of the codec.
^ Top
In
Windows Media player, every time I try to play a video it says,
"The specified stream type is not recognized," the colors appear
strange, or I see the video fine but I do not hear anything.
You might need the newest Windows codec. When you first attempted
to install Windows Media Player, you may not have had the necessary
permission to install software, or your Internet security may
have been set to medium or high. This will prevent the codecs
from being properly installed. Change your Internet security to
low during the installation process, or see your network administrator
for proper installation.
^ Top In
Windows Media Player, I clicked on a video and it asked if I
wanted to download and install a new codec. What should I do?
Or: I installed a new codec and now I'm having problems watching
or hearing the videos.
If you try to view a video and your computer asks you if you
want to install a new codec, check your security settings before
selecting "yes":
In Internet Explorer, in either the "View" or the "Tools" menu,
find the "Internet Options" dialog box and open it. Click on
the "Security" tab in this window. Make sure that your security
setting for the Internet zone is set to "Low" before installing
the new codecs. If you select "Yes" to add a new codec, you
MUST restart your system for the new codec to function properly.
If you installed a new codec, but did not follow these instructions,
you may now be having problems.
^ Top
Every
time I try to open a video, it says the File Path Is Incorrect.
This can be caused by a number of problems. If every video you
try to watch on our site returns this error, it is a temporary
problem caused by excess stress on our streaming server. During
regular business hours, this should only take a few minutes
to fix once we are aware of the problem, so check back soon
and everything should work. On the other hand, if you only receive
this error for one particular video, then it is possible that
the video file has been corrupted. We would appreciate your
feedback so we can fix it. To send us an email please click
here. Please include the Title of the Video and the
scene number when corresponding.
^ Top
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