HELP AND FREQUENTLY ASKED QUESTIONS

Having playback troubles? Look no further.

  The live stream should have started by now. Why does the player just keep trying to load?

If you have come to page before the live stream is on, the player should automatically start when we do go live. If a loading icon just keeps spinning, a simple refresh of the page should do the trick.

  What time will the stream go live?

Usually, the stream will be live about 5 minutes prior to the event start time.

  Can I watch on a mobile device?

Yes you can! You can watch on any smartphone or tablet that supports either flash or html5 playback. The player will automatically resize and adjust your stream quality depending on your device and bandwidth.

  What are the system requirements to view the stream?

We stream high quality video for high speed internet users. You will need an internet connection with sufficient bandwidth. Videos stream at a minimum of 200Kbps and we automatically adjust your stream based on your bandwidth. For the smoothest playback experience, we recommend a bandwidth of 800 Kbps or higher. The system recommendations are:

  • - Browser:Internet Explorer 8+, Firefox 1.5+, Opera 8+ or Safari 2.0+
  • - Video player: Adobe Flash Player 10+
  • - PC: Pentium 4 or above
  • - Mac: Intel based Mac (2GB or more of RAM)
  • - JavaScript must be enabled
  • - Microsoft Windows XP SP2 or newer, Macintosh OS X or Linux

  Does my browser require any plug-ins?

Always use the latest version of Adobe Flash. Check your version of Adobe Flash (and upgrade if necessary) at the following link: http://www.adobe.com/software/flash/about/ We also recommend upgrading to the latest version of Java: http://www.java.com/en/download/index.jsp

  Why do videos get distorted, go green or white or have lines through them?

Disable video acceleration in Flash by right clicking the video while it is playing and choose settings. Click the display tab and uncheck "Enable hardware acceleration". If that fails to resolve the issue make sure you have the latest version of the Adobe Flash player. You can download it at http://get.adobe.com/flashplayer/.

  What kind of Internet connection do I need to view the player?

The player will auto-detect the optimal viewer bitrate for you. We recommend viewing the player from a wired connection with a download bandwidth of at least 800Kbps. The player will downgrade automatically as low as 200Kbps depending on your download speed. To test your speed, go to www.speedtest.net. Bandwidth fluctuates constantly (especially on WiFi and mobile internet), so running 3 tests is recommended.

  Why is my video quality lower than expected?

The player chooses the best video quality based on your connection speed. To ensure that there is no buffering or stuttering, the player may deliver a slightly lower quality video to ensure you always receive the best experience possible. Please note that hardware and/or bandwidth limitations may prevent some viewers for receiving the highest quality videos offered.

  When I'm streaming video, why does the audio or video playback stop and/or stall?

Under normal circumstances, playback should not stop or stall. If your network connection is not consistent, you may experience problems connecting – the video will pause and a circle will spin on your screen. Video playback issues may occur due to the following reasons:

  • - Low bandwidth connection (we recommend a bandwidth of 800 Kbps or higher)
  • - Poor internet connection at the time of viewing the video. On occasions internet connections can drop out or are overloaded due to high internet traffic. Speak with your ISP if you notice any ongoing issues.
  • - Wireless internet connections can get interrupted resulting in playback issues (speak with your ISP if you notice any ongoing issues)
  • - Having too many computer applications open and running at the same time on your PC can affect video playback.

  Why doesn't audio and video play at all?

While generally fast to load, video can take 30-50 seconds to display. If video does not appear at all, you may be running a content filter, antivirus application or proxy accelerator that is preventing the streaming of video content. Please turn off these services and try again.

  I'm hearing audio but the video is not appearing. Why?

Your computer may not meet the minimum system and bandwidth requirements for the player. See above.

  Why does video play without audio?

Please ensure that the player volume is turned up, your speakers or headphones are connected, turned on and not muted.

  I have a fast broadband connection, why am I still having issues?

Any of the following can cause issues:

  • - High rates of internet traffic can result in slowing down your connection
  • - Your proximity to telephone junctions/substations (for ADSL connections)
  • - If you have multiple processes and computers using the same base connection (ie. modem/hub), this may slow your connection speed
  • - You may get an error if you run Quicktime or iTunes at the same time. It is preferable to close these applications while you are watching.
  • - Ensure you are running the latest version of Adobe Flash Player (http://www.adobe.com/)
  • - Check that your computer is updated with the latest video card drivers
  • - Wireless internet connections can be interrupted and result in playback issues
  • - You can also try clearing the flash cache - http://forums.adobe.com/message/4278569

  How do I view the stream in full screen?

Move your mouse over the bottom right hand side of the player and click the fullscreen icon to enter Full Screen mode.

  How can I share the stream with others?

You can share this stream with others by clicking on the share icons to the at the left of your screen. Simply choose the method of your choice.

  I've tried everything, and the player still won't work!

If you continue to have problems after attempting everything then please contact us for support.