Streaming Troubleshooting Guide.
Step 1: - Check your environment to correspond to
our "System Requirements".
Click here to view a complete list of system
requirements. Also, please check the version of the
Windows Media Player you are using. We do require
Windows Media Player Version 9 or later. For the
ultimate viewing experience, version 10 or later is
recommended.
Click here to download the latest version.
Step 2: - If Windows Media Player does not launch at
all or other media player starts up when you
initiate the stream (e.g. Real Player)
Click here to view intructions how to properly setup your
Windows Media Player (fix incorrect fie type associations)
Step 3: - Check your Windows Media Player
(WMP) Settings:
|
Network Settings:
WMP Menu->Tools->Options->Network (tab)
Please make sure that your settings correspond to the
picture on the right (click on the picture to enlarge)
=============================>
|
|
|
Performance Settings:
WMP Menu->Tools->Options->Performance (tab)
Please make sure that your settings correspond to the
picture on the right (click on the picture to enlarge)
=============================>
|
|
Step 4: - TEST Links
Please try accessing the links below
(1) http://wms-iad12.emgsecure.net/test/EMG__Venice_Views__STR__0-01__.wmv
(2) http://wms-lax12.emgsecure.net/test/EMG__Venice_Views__STR__0-01__.wmv
(3) http://vod12.emgsecure.net/test/EMG__Venice_Views__STR__0-01__.wmv
(4) http://8.15.230.12/test/EMG__Venice_Views__STR__0-01__.wmv
(5) http://8.3.27.171/test/EMG__Venice_Views__STR__0-01__.wmv
Step 5: - RE-INSTALL Windows Media Player
If none of the steps above helped and if none of the links above (Step 4) worked, the installation
of your Windows Media Player is most likely corrupted. Fully reinstalling your Windows Media
Player from Microsoft (Free) should solve your issue: http://windowsmedia.com/download
Step 6: - AOL Users
In order to fully enjoy high quality, trouble-free streaming from our sites, we strongly
recommend accessing our web sites and streaming service using your regular Web
Browser and NOT through AOL application. It is also important that you only use
Windows Media Player and NOT AOL Media Player.
Please make sure to change the following setting:
(a) Go to AOL Application Settings and then to "Multimedia Settings"
(b) Make sure to unheck the box "Use the AOL Media Player for supported file types"
We also recommend ensuring that AOL application is not running (even on the background),
as it tends to interfere with network settings of the PC.
Step 7: - Your Internet / Network Connection
Please reset/restart your Cable/DSL modem and a router (if you have one).
If you are using any security/privacy software (e.g. Windows Firewall, Norton Firewall, etc.)
and still have trouble streaming, please try disabling those and attempt streaming again.
Step 8: - Contact Us for Help!
If you still experience issues with streaming after reviewing and perfroming steps above, use
the "contact us" form on the site you have come from and our support staff will be happy to
assist! Pease make sure to provide as much detailed information as possible (i.e. exact text of the
error message and Media Player status bar, exact actions that lead to the issue, etc.).
If possible, provide screenshots of the error message(s) if any.
Please make sure to always include your login (username) and site url in your support request!
)
)