Having Trouble Viewing a Video?

Troubleshooting Guide for Video Issues

 
Do I have the correct applications installed on my computer to view this video?

You need to have the most recent version of Adobe Flash Player installed on your computer. Your computer must be enabled to run JavaScript.

How to upgrade to the most recent version of Adobe Flash Player: 

  1. Install the current version of Adobe Flash Player (View Adobe’s complete installation instructions.) 
  2. Before installing the most recent version of Adobe Flash player, you will need to first uninstall any older versions of the Flash player you've installed in the past and currently have running on your computer.

How to enable JavaScript in Internet Explorer 

  1. Open the Tools > Internet Options Menu 
  2. Choose the Security tab on the dialog window
  3. Click the Custom Level... button 
  4. Choose the Enable option for Active scripting under the Scripting section 
  5. Click OK
  6. Click Yes to confirm 
  7. Click OK to close the dialog window

How to enable JavaScript in Firefox 

  1. Open the Tools > Options Menu 
  2. Click the Content tab on the dialog window 
  3. Check the Enable JavaScript checkbox 
  4. Click OK to close the dialog window
I don’t see a video player – what’s wrong?

If you see a red box similar to the image below, please refer to the section on Installing Flash and Enabling Javascript.

If you are still not able to resolve the issue, please send us an email. Include the name of the video and the URL (if you know it).  

I see the video player, but the video is not playing – what’s wrong?

Be sure that you click the play button on the video player. If you tried that and still can’t view the video, please see the next question.  

I see a blue/gray bar along the bottom of the player that appears to be moving (as if something is loading), but nothing happens?

If your video player looks similar to the image below, it’s likely that you are having an issue with your connection (this could be low bandwidth or connection interruptions from your provider – or possibly your IT team has blocked streaming videos).

If you are looking at the viewer for more than a minute and the video does not play, then you have a connection problem. Contact your IT administrator for assistance. 

Why am I not able to hear the audio?

There are several possible causes of this problem. We suggest that you check each of the following to be sure your system is configured correctly:

  • Check that your external speakers or headphones are fully connected.
  • Check to verify that you are able to hear system alerts or other computer sounds. (This ensures there isn't a problem with your sound card or speakers.) 
  • Make sure the audio level on your computer’s speakers is not turned down too low or turned off.
  • Make sure the Adobe Flash Player volume (appears in the player onscreen) is not set too low or muted.
How do I contact someone if I have more questions?

Send us an email if you have any further problems, questions or suggestions. Please include the name of the video and the URL (if you know it).