Support - Problems Playing Videos

1. The video seems to stop and start

At the bottom of the video screen is a status bar. When it shows you are "connecting to media", then "reconnecting" it means you do not have an internet connection that is fast enough to play streaming videos. Your computer will continue to download enough data to start the video, then runs out of data because the data flow into your computer is too slow. When this happens, you will see the screen freeze or go blank, while a message at the screen bottom indicates it is trying to reconnect. To prevent this, you will need a high speed internet connection that provides at least 400 kilobytes per second. A normal high-speed connection should deliver much more than that.

If you have a slow internet connection, you will need to check with your internet service provider to see what the problem is. Unfortunately, we cannot fix your internet connection. That is the responsibility of your internet service provider.

Once you get a fast enough internet connection, you will find that the website works quite well. The site is used around the world without problems.

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2. The videos won't play at all.

Internet browsers, particularly Internet Explorer, can have security settings that block streaming video playback. When you cannot get the videos to play at all, the problem is usually in your security settings. Here is how to fix them in Internet Explorer.

A. Enable active Javascript.

Select the TOOLS menu, then INTERNET OPTIONS.

Next, click on the SECURITY tab, click on INTERNET CONTENT ZONE icon, then the CUSTOM LEVEL button to open the SECURITY SETTINGS window.

Scroll to SCRIPTING/ACTIVE SCRIPTING setting and enable ACTIVE SCRIPTING.

Please note: some antivirus applications, e.g. McAfee, Norton) contain a script blocking feature that disables Javascript without seeming to affect the settings.

B. Enable ActiveX

Step 1

• Select the TOOLS menu, then INTERNET OPTIONS, then ADVANCED.
• Make sure that under MULTIMEDIA all the check boxes are checked.

Step 2

• Select TOOLS , then INTERNET OPTIONS, then PROGRAMS, then MANAGE ADD-ONS.
• Make sure that Windows Media Player is Enabled.

Step 3

• Select TOOLS, then INTERNET OPTIONS, then SECURITY, then CUSTOM LEVEL.
• Make sure that under "ActiveX controls and plugins," check the "enable" rado box under "Run ActiveX controls and plugins"
  

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2. Why can't I view the videos over a dial-up connection?

An internet dial-up connection sends information at 56K, or about 56,000 bytes per second. Although that speed works fine for regular browsing of websites, it is simply not fast enough to provide smooth, high-quality video playback at a reasonable screen size. For this reason, you will need a high-speed connection to view our video segments. This means either a DSL line or cable modem in your home, or a high-speed connection or wireless access provided through your home, university, hospital or other institutional setting.

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3. I have a Macintosh computer and the videos won't play.

Please click here for assistance.

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Why do the video segments vary in picture and sound quality?

Our programs have been made over a 20 year period. Video technology has progressed considerably over that time, and so our programs show their varying origins in both older and newer videotape technologies as well as the most modern digital formats.

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