Troubleshooting

If you are having problems viewing the videos, we hope that this page will help you determine what the trouble might be. If, after reviewing this page, you are still experiencing difficulties, please send us an e-mail with as much detail about your problem as possible.

• What do I need to experience streaming video?
• I have a Macintosh.
• What are the computer requirements?
• Why does the video sometimes stop or pause?
• What about firewalls?
• When I click on a link, nothing happens.
  • Enable JavaScript on your browser
  • Popup Blocking Software
• While I am watching a video, I hear a "click" each time the ad banner loads.
• Still having trouble?

What do I need to experience streaming video?

If you can see the video, you already have what you need installed on your computer. If not, you may need to download some free software to enjoy video on the Web by following the links below.

Microsoft Windows Media Player 6.0 (or higher) - Windows Media Player Homepage.

Internet Browser

In addition to a video player you'll need one of the following browsers:

• Internet Explorer 4.0 (or higher) Download Internet Explorer
• Netscape Navigator 4.0 (or higher) Download Netscape
• Other compatible browsers such as AOL 4.0 (or higher) - http://www.aol.com/, Compuserve 5.0 - http://www.compuserve.com/, and Juno 5.0 - http://www.juno.com/.

Macintosh user instructions

You will need the Macintosh version of the Windows Media Player, you can download it here

What are the computer requirements?

• Operating systems: Windows 95/98/2000/NT, Mac OS 7 or higher
• Computer processor of 120 MHz or better
• 32 megabytes of RAM or higher
• Monitor settings: 256 or higher colors; 800 x 600 or higher pixels
• Sound card / speakers

Why does the video sometimes stop or pause?

Windows Media Player uses "streaming" technology to start transmitting video almost as soon as it is requested, rather than waiting for the complete video file to download. If the video stream pauses, it is probably due to Internet traffic congestion, a slow modem connection, or insufficient computer hardware. If a pause persists, it is recommended that you restart the video. For more detailed technical information, click here.

What about firewalls?

Some organizations and Internet Service Providers filter or block video transmission. If you can not get video transmission (even when your system meets the above computer and software requirements), you may want to contact your Internet Service Provider or Network Administrator to see whether the security firewall is intentionally or unintentionally blocking video transmission. For further information, please see the Windows Media Player FAQ. For specific firewall-related information, please visit this page which provides useful information to both users and firewall administrators.

When I click on a link, nothing happens.

For most users, there are two things that might cause this problem. The first is JavaScript being disabled and the second is popup blocker software being installed on your computer.

Enabling JavaScript

As JavaScript is required to watch our videos, please follow the instructions below for your browser. Note: After enabling JavaScript, you should go back to the home page and reload or refresh the page.

Internet Explorer 4 and up:

1. Select the "Internet Options..." menu item in the "Tools" menu.
2. Click on the "Security" tab at the top of the Internet Options window that pops up.
3. From the list of zones at the top of the Security options select the internet icon.
4. Select the button near the bottom that reads "Custom Level".
5. In the new window that pops up, scroll down to the item that reads "Active Scripting" and select the option marked "Enable".
6. Click on the "Ok" button at the bottom of the Security Settings window.
7. Click on the "Ok" button at the bottom of the Internet Options window.

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Netscape 6 and up:

1. Select the "Preferences..." menu item in the "Edit" menu.
2. Click on the "Advanced" label displayed in the list of options on the left hand side of the Preferences window that pops up.
3. On the right hand side select the checkbox marked "Enable Javascript for Navigator".
4. Click on the "Ok" button at the bottom of the Preferences window.

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Firefox 1.0:

1. Select the "Options" menu item in the "Tools" menu.
2. Select the "Web Features" icon and make sure the "Enable JavaScript" box is checked.
3. Click on the "Ok" button at the bottom of the Options window.

Popup Blockers

Popup blocking software has become ver popular over the past couple of years, however it can sometimes cause problems when a popup window is required. In the case of Media Center, we use popup windows to display the streaming video. If you have popup software installed you can either disable it when watching videos or add it to the "Allow" list in your popup blocker software. Consult the documentation is you are unsure how to add sites to your "Allow" list. You will need to add: www.fbcw.org. Adding the site to your "Allow" list will enable you to keep your popup blocker enabled and still watch videos.

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While watching a video, I hear a "click" when the ad banner loads.

That sound is used in Internet Explorer for accessability. It gives audio feedback to alert the user that a link has been clicked. If you are hearing it during video playback, you need to clear your browser's cache.

Clearing the cache of Internet Explorer:

1. Select the "Tools" menu and scroll down to "Internet Options".
2. On the "General" tab, locate the "Temporary Internet Files" section and click the "Delete Files" button.
3. Click "Ok" on the "Delete Files" window and wait for your mouse pointer to go back to an arrow. This could take from a few seconds to several minutes depending on how many files you have in your cache.
4. Click "Ok" at the bottom of the "Internet Options" window.

Once you have cleared your cache, you should close the window that contains the video and re-open it. If you still hear the click, try closing your browser and re-starting it. For more detailed information, please check out: "How and Why to Clear Your Cache"

Still having trouble?

Please refer to the Windows Media Player Homepage, your Network Administrator or the handbook that came with your computer. Or send us an e-mail, noting as much as you can of the following: the Web site that you viewed the video from, the name of the video, the problem, and your system configuration (player, browser, and operating-system versions, modem speed, Internet access provider, computer processor type and speed, and quantity of RAM.)