Having Trouble?
Online Video Troubleshooting Tips
Having trouble viewing our online videos? We've compiled a list of possible situations to problems you may encounter. Each situation is followed with a list of common causes and solutions.
All videos must be viewed with the latest version of Adobe Flash Player. The player is free, and you can get it from the Adobe Flash Player download page.
Adobe Flash Player shows errors when trying to view online video
- Your Adobe Flash Player is not installed correctly
Visit Adobe's website and carefully read the installation instructions. Reinstall Adobe Flash Player, close and restart your browser. - You have an older version of Adobe Flash Player
The latest version of Adobe Flash Player is needed to view online videos. Click here to download and install it. - Corporate firewall
Corporate firewalls may prevent you from viewing certain files and online videos. Consult your firewall administrator or IT department to resolve this.
Online videos open and play, but stop frequently for buffering
- Video has a higher bandwidth than your Internet connection can support
Bandwidth should be equal or lower than your connection speed to view online video. - Web congestion
For slower internet connections, viewing online videos during high internet traffic can result in video interruptions. Try viewing videos at low web congestion times like late at night or in the early morning.
Sound doesn't work, but media does
- Volume is turned off or muted
Make sure sound is turned on and loud enough to hear it. - Sound card is not configured correctly
Read the instructions for your computer's sound card and test to see if it works in another application. If your audio continues not to work, consult technical support for your sound card.
Sound works, but online video does not play smoothly
- Computer's processor or video card is too slow
You may need to replace your video card. Consult technical support for your video card.
Computer won't read any streaming media files
- Your Adobe Flash Player is not installed correctly
Visit Adobe's website and carefully read the installation instructions. Reinstall Adobe Flash Player, close and restart your browser. - You don't have Adobe Flash Player installed at all
Click here to download and install it. - Computer or Internet connection is too slow
