Test Your Computer

Please run the System Test to make sure your computer is properly configured to receive and display the webcasts. If your computer is unable to display a webcast, please read through this page for troubleshooting hints and tips.

Need player software?

To obtain Adobe Flash Player, please visit the download site for Adobe Flash Player and follow the instructions there. To obtain Windows Media software, please visit Microsoft's Windows Media Download Center and follow the instructions.

Technical Help

This document covers only the basics about media player software. For more and better detailed information, please visit Windows Media Technologies for Windows Media Player, or Flash Player Support for Adobe's Flash Player. Some of the following assumes that you understand the minimum requirements for your computer system.  If you need to, please scan the requirements first.

For further help with technical questions, please contact:

Web Browsers and Media Players

To view or hear a webcast, your computer needs special software installed: a Web browser (with JavaScript enabled), and an up-to-date media player that is compatible with your Web browser.

  • If Adobe Flash Player is installed for your Web browser, and your Web browser supports JavaScript, your system is compatible with our webcasts.
  • If you use Microsoft's Internet Explorer Web browser and Windows Media Player, your system is compatible with our webcasts.
  • If you use iPad, iPhone or iPod, we are providing experimental support for these new devices. They come with Safari included as their Web browser.

These links go to Web sites where you can get software and updates for media players, if needed:

These links go to Web sites where you can get software and updates for Web browsers, if needed:

Troubleshooting Tips for iPad: Most people report the iPad has very few if any video/audio issues. Here are some suggested troubleshooting tips if you experience any of the following:

  • Freezing/Skipping Video—First, force quit the application (WARNING: All open web pages will be closed) by holding the sleep/wake button on the top till the red slider appears, then hold the home button until the application closes. If this doesn’t fix it, restart the iPad entirely—again hold the sleep/wake button until the red slider appears, this time slide the slider to turn off, wait until it is fully powered off and hit the sleep/wake button again.
  • Sound—In both cases attempt playing another file on the iPad to see if the issue follows.
  • No Sound—Verify the device is not set to Mute and that the volume is at the correct level. The muting and volume buttons are on the sides of the iPad. If the volume level is set correctly, force quit the application (WARNING: All open web pages will be closed) by holding the sleep/wake button on the top till the red slider appears, then hold the home button until the application closes. If this doesn’t fix it, restart the iPad entirely—again hold the sleep/wake button until the red slider appears, this time slide the slider to turn off, wait until it is fully powered off and hit the sleep/wake button again.
  • Distorted Sound—This may be a problem with the speaker or headphones. If you are using the headphones, try the speaker and vice versa. It’s possible there is a hardware issue. If it is not a headphone or speaker issue, force quit the application (WARNING: All open web pages will be closed) by holding the sleep/wake button on the top till the red slider appears, then hold the home button until the application closes. If this doesn’t fix it, restart the iPad entirely—again hold the sleep/wake button until the red slider appears, this time slide the slider to turn off, wait until it is fully powered off and hit the sleep/wake button again.
  • iPad Freezes Entirely—Hold Sleep/Wake button and Home Button at the same time to force a shut-off. Then turn on with the Sleep/Wake Button.
  • NOTE: There have been a few reports where video a freezes regardless of viewing source. This again is a hardware issue and you should contact your nearest Apple store.

General Questions and Issues

I see a message, "Error downloading codec," when trying to use Windows Media. If you are behind a computer network security system such as a corporate firewall, and your player is an (extremely) old version, your player may unsuccessfully try to automatically update itself or to download a component it needs.
     Some options to try:

I don't see the presentations, or I can play content from some sites but not others. If you are behind a computer network security system such as a corporate firewall, you may need to contact your system administrator to see if you can access the player content via a proxy server.
     Are you using a personal firewall or DSL/Broadband router? If so, and you experience connection problems, you may wish to try disabling them for the duration of the webcast.
     See also Web Browsers and Media Players.

I am getting no video or no audio. There are varied causes for this. If you see video but no sound, one possible cause is if the computer started playing an unrelated sound effect or audio file at the same time that the player tried to start.  If you heard something like that, then restarting the player may help.  Make sure that no music program or file is playing.
     Try playing a local video or audio file with the player; if it works then your computer probably meets most of the minimum requirements.

I clicked on a webcast selection, but see only a logo or a black display in the player. It takes a little time to establish a connection to the video server and begin streaming video. We've noticed 5 to 15 seconds of delay, depending on the thoroughput of the computer's Internet connection, and other factors. Please wait a few seconds to give the video stream time to load.  For live webcasts, occasionally a presentation may begin a few minutes late.

I get disconnected or see error messages from the player. Network congestion from heavy traffic on the Internet or a local area network can prevent the player from maintaining a constant connection. Try again in case of temporary congestion.
     Also, check if you are on a local area network behind a corporate firewall.

FAQ's and support sites for media players:

General Requirements for Computers

Most recently manufacturered computers will be compatible as far as hardware and software.

Computer

  • Minimum 64 MB (most new computers have enough memory)
  • Sound card and speakers
  • Video card capable of 800x600 or better resolution (we optimize for 1024x768 pixels)
  • Operating System: Microsoft Windows, Mac OS X
  • Media Player: Windows Media Player or "Windows Media Components for QuickTime" (by Flip4Mac), or Adobe Flash Player

Connection Speed

  • A dial-up connection (56 Kb/s) will be able to receive audio, and some limited video.
  • High-speed, broadband connectivity such as a DSL or cable modem connection is recommended for smooth playback of video.

More Help

For further help with technical questions, please contact: