Support - Audio and Video

Problem: Videos won't play

Note: Please completely uninstall Flash before reinstalling the latest version.

To uninstall Flash, please follow Adobe’s instructions, listed here: http://www.adobe.com/cfusion/knowledgebase/index.cfm?id=tn_14157

Once you're done, restart your computer and follow Adobe’s instructions for reinstalling Flash: http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash

Problem: Why does the video keep stopping and starting while I'm watching it?

If a video doesn't play continuously, it may be due to your connection speed. You'll need a broadband connection with at least 300+Kbps for the best viewing experience.

It's also possible that your video download speed is slow or inconsistent. In this case, you can try pausing the video until the entire stream is downloaded and then playing the video. Occasionally, an incomplete copy of a video can get stuck in your cache and never fully download. You can re-attempt the download by clearing your browser's cache.

Can I watch videos with a Dial-Up connection?

Absolutely. As you may already know, a slower connection simply means slower download rates. You only need a little more time and patience than with a faster connection. For best results, you may want to start the video player and then click on the PAUSE button immediately. Then, wait until the progress bar has reached the end of the video before playing it. Allowing the entire video buffer lets you watch it without interruption.

If you do want to wait, we have provided an audio-only alternative just below the video. This will download much more quickly.

Problem: I can't hear the audio when I'm watching a video.

To make sure that you hear sound while watching videos, please try the following:

• Adjust the volume control on your computer and speakers.
• Adjust the volume control located in the bottom left corner of the Video Player.
• Ensure that the volume is up on other video players, such as Quicktime, Real Player, or Windows Media player, as this might affect the video player sound.

If these steps don't correct the issue, you may want to try the steps below.

For Mac users:

1. Open "Applications" > "Utilities" > "Audio MIDI Setup"
2. Check the properties for "Built In Output". Make sure it's set to 44.1 KHz.

For PC users:

1. Click "Start".
2. Select "Run".
3. Type: sndvol32
4. Click "OK".
5. Make sure the following are not muted and the volume is up for "Volume Control" and "Wave".

Problem: The Video Player does not appear

If the player does not appear, then it is possible that you have Javascript turned off in your browser. To find out how to enable JavaScript, select your browser from the list below and take the steps mentioned:

Internet Explorer 7

1. Select Tools > Internet Options.
2. Click on the Security tab.
3. Click the Custom Level button.
4. Scroll down to the Scripting section.
5. Select Enable for Active Scripting and Scripting of Java Applets.
6. Click OK.
7. Select YES if a box appears to confirm.
8. Click OK. Close window.
9. Reload page.

Internet Explorer 6

1. From the browser's Tools menu select Internet Options...
2. Select the Security tab.
3. Pick the Internet zone icon and select Custom Level... button.
4. Scroll down the Settings list to the Scripting item. (You may need to double-click on icons to expand lists.
5. Under the Active scripting item, choose the Enable radio button.
6. Click OK and Yes to confirm and close the Security Settings dialog box, then OK again to close the Internet Options dialog box.
7. Refresh the current page.

Firefox 2.x

1. Open Firefox.
2. On the Tools menu, click Options.
3. Click Content in the Options list.
4. Under the Content section, check the box next to Enable JavaScript.
5. Click the Advanced button to open the Advanced JavaScript Options box.
6. Check the boxes under Allow scripts to section that you want to allow.
7. Click OK.
8. Click OK.

Firefox 1.x

1. Open Mozilla Firefox.
2. On the Tools menu, click "Options".
3. Click "Content" in the Options list.
4. Under the Content section, check the box next to "Enable JavaScript".
5. Click the "Advanced" button to open the Advanced JavaScript Options box.
6. Check the boxes under "Allow scripts to" section for actions that you want to allow.
7. Click OK.
8. Click OK.