Streaming Video Troubleshooting

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Streaming Video Help

Verify you have met all of the minimum requirements to stream video before you try to troubleshoot any problems.


I have all the recommended software installed but I am still unable to view the video. How do I fix this?

Older versions of Windows Media Player do not support the latest file formats and may not work properly. Visit the Microsoft site to download Windows Media Player 11.

If you are using Netscape, you may need to reinstall Windows Media Player for it to function properly.

Also, Check that your Media Player is configured to use the TCP, UDP, and HTTP protocols:

1 Open Windows Media Player.
2 Right-click the Media Player Window.
3 Select Options. (Mac users: Click the Windows Media Player menu and select Preferences.)
4 Select the Network tab.
5 Verify the protocols selected in the following image coordinate with the protocols in your Options menu.

User-added image



I can hear the audio, but I can’t see anything. What’s wrong?


1 Verify you are not tuned into an audio-only stream.

2 Verify your internet connection is fast enough and is working properly.

3 Verify third party video codecs are not interfering with Windows Media Player.


Why does the media content buffer even though I have a high speed internet connection?


The number one cause of buffering is poor network connectivity. This may not be a problem with your network but may be caused by your Internet Service Provider (ISP). This is especially likely during peak usage hours.

Follow the directions in the Buffering Video Troubleshooting article.

If you still experience excessive buffering after one minute, your firewall may be experiencing a problem handling streaming traffic. To fix this problem, update your firewall’s firmware. For instructions on how to update your firewall’s firmware, contact your firewall vendor.  They should be able to provide you with firmware updates and installation instructions .


The webcast stopped while I was watching it. How can I fix it?

Occasionally network connections are dropped due to problems somewhere on the internet. In most cases the Media Player automatically starts again after a short period, but if it does not, refresh the page.


My video player just says “Ready” and does not play any video or audio. What should I do?


The video player says “Ready” when you have reached the end of the video clip, or when there has been a serious error with the video file. If you have Windows Media Player version 9 or higher installed and still get this message:

1Right-click the Media Player Window.

2 Select  Error Details from the pop-up menu.

3 Write down the exact wording of the error message,  along with the name of the video that you were trying to watch, and report the problem to the webmaster.

Note: There is an issue with the Windows Media Player for Mac software that results in problems viewing Windows Media files. Often refreshing the browser window is all that is required to restart the video.
My video player just shows a blue screen. What is going on?

The streaming system shows a blue screen when it is not receiving a signal from the cable network or video feed. If you are watching an on-demand clip, select one of the timestamps from the Jump-To drop-down menu.

If you are watching a live stream, verify there is a broadcast in progress. If a broadcast is in progress and you are still getting a blue screen, your jurisdiction may be having technical difficulties. Refresh the screen after a few minutes.
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