Before you begin troubleshooting, please make sure that you meet the
minimum system requirements for viewing a webcast. Keep in mind that streaming video is a relatively intensive computer process that may not perform well or sometimes even at all on older computer systems. Finally, as a general rule, shut down all other programs except for your player and your Internet browser.
Common Problem Source #1: An old version of Windows Media Player.The most common reason our users have a problem viewing a webcast is that they are attempting to use an older version of their player software. If you are having problems, and currently have installed on your computer a version lower than Windows Media Player 7, please download (for free) the most up-to-date version of the
Windows Media Player software. Ultimately, when in doubt, upgrade to the latest version.
Common Problem Source #2: An old version of Internet Explorer, Netscape Navigator or AOL.
The webcast should work within all browsers, however, if you are still having trouble, make sure to upgrade your browser to the latest version:
Internet Explorer
Netscape Navigator
America Online
Common Problem Source #3: An improper installation of Windows Media Player
First, check to see what version of Windows Media Player you are using. Upgrade if you are below version 7 for Windows Media Player. Next, check for the three most common problems: (1) that some part of your copy may not be installed; (2) that one of your files may be damaged; (3) that you may have more than one version of the software. To remedy these problems, use Add/Remove software in the Control Panel to delete any existing installations of your player, and then reinstall the software. You can
download a new player.
Common Problem Source #4: A firewall is blocking the streaming video signal.
If you are unable to view streaming video from anywhere on the web, you may have a firewall blocking streaming video signals. If this is the problem, you will need to request the involvement of your network administrator.
Common Problem Source #5: A poor connection to the Internet.
You may have temporary problems with your connection, or your connection may be insufficient to deliver a proper stream. Consult your Internet Service Provider for help.
Common Problem Source #6: JavaScript is not enabled in your browser.
The webcast will not play properly unless you have JavaScript enabled.
- In Internet Explorer, select Tools-->Internet Options-->Security Tab-->Custom Level-->Scripting-->Enable.
- In Netscape, select Edit-->Preferences-->Advanced-->Enable Javascript.
- In AOL this can be set in My AOL-->Preferences-->WWW-->Security Tab-->Custom Level-->Scripting.
For more specific problems, consult the "Frequently Asked Questions" pages for Windows Media Player
Not sure if your computer is set up to view a HealthCast? For technical support on this or other issues:
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