Trouble Shooting


Q: How do I receive audio/video behind a firewall?
A: If you are behind a corporate firewall, you might have trouble viewing streaming media content. To overcome this problem, you will need to connect to the broadcast site from outside the firewall or ask your MIS department to open the port, which supports audio and video streaming specific to the technology.

Firewall Information for:

WindowsMedia Player Firewall Information

You will need to either connect to the broadcast site from outside of the firewall or ask your MIS department to open a port, which supports audio & video streaming. Your MIS department should support the standard ports listed below. Windows Media Player automatically selects the most efficient transport for your network without any intervention. You should only change this setting if you are experiencing problems receiving clips, or your network administrator has notified you that you should change this setting. (The transports are listed starting with the best quality transport but hardest to implement on a firewall)

  • Windows Media UDP- requires clients from inside of the firewall to be able to access server TCP port 1755, UDP data channels are assigned dynamically using ports 1024-5000
  • Windows Media TCP- requires clients from inside of the firewall to be able to access server TCP port 1755, TCP data is sent over port 1755.
  • Windows Media HTTP- requires clients from inside of the firewall to be able to access server TCP port 80, TCP data is sent over port 80. If you continue to experience problems, follow these steps:
  • Start the Windows Media Player· Select File/Properties/Advanced
  • Verify that at the bottom of the page the HTTP option is checked· In the Server field enter the name of your proxy server (if available)
  • In the Port field enter 80
  • Select OK and close the WindowsMedia Player

Q: How do I install the WindowsMedia player after downloading?
A:
WindowsMedia: After you've downloaded the player, save the mpfull.exe file to a temporary local folder. Complete the installation by running mpfull.exe

Q: Why doesn't the audio/video content play?
A:
The server may be down, the content may have been moved, or the URL to the content is wrong. In these situations you can do nothing. If the content is embedded in the HTML page, try clicking on the player's video screen. In some cases, network congestion could cause the player to time out; keep trying, or try again later when the network is less congested.

Q: Why can I play audio/video from some sites but not others?
A:
Most likely you are behind a corporate firewall does not have the appropriate ports opened. For best quality and consistent results, encourage your administrator to open the appropriate ports on the firewall to allow streaming for the WindowsMedia Player.

Q: Why, when the audio/video plays, are there pauses? What does it mean when the player says "buffering?"
A:
The player is most likely experiencing network congestion, meaning there is not enough available bandwidth to stream the selected file resulting in packet loss. When using a TCP connection, the data in the player's buffer will be used to supplement the stream until the buffer is depleted. Once the buffered data is gone, the player will pause, replenish the buffer and resume playing, using this new buffer to supplement the playback stream bandwidth. This cycle will continue until network conditions improve. Try again when the network is less congested, or select content that is authored for lower bandwidths.

Q: Why is the quality of the video poor?
A:
This problem is usually associated with certain video card drivers that have difficulty with some features that the player utilizes. In many cases, simply updating the drivers for your video card will correct the problem. Following these additional steps may help you receive the best possible video image:

  • Set your monitor to millions of colors
  • Close all other applications on your computer
  • Do not resize the video window

Q: Video will play but why can't I hear the audio?
A:
As a first step, make sure that your PC has a sound card and speakers to play the audio and ensure the volume is set correctly. If you do have a sound card, the content being played probably uses a compression codec that isn't installed on your system, or the drivers might be corrupt or missing. To ensure that you have all codecs currently supported, re-install the Windows Media Player from our System Requirements page.

Q: Why can I hear audio on some clips, but not others?
A:
This could quite easily involve a number of issues, very few of which can be corrected on the player side. To be sure that the problem you are experiencing is not a player problem, verify that you have the correct and up-to-date drivers for your sound card. Using the incorrect drivers or out-of-date drivers can often result in unexpected behavior. Some cards are incapable of playing audio content created using an 8 KHz or 16 KHz sampling rate.

Q: I can hear audio, but why does it hiss, pop, sound scratchy, or sometimes drop in and out?
A:
Verify that you are using the proper and most up-to-date drivers for your sound card. Poorly implemented or incorrect sound card drivers may cause problems with compressed audio. Many users unknowingly live with bad drivers for a long time because all of the system sounds included with the operating system are uncompressed audio files which will often play correctly even with bad or mismatched drivers. Virtually any multimedia program that uses sound codecs and compressed audio files would exhibit similar behavior.

Q: Will clearing my computer's cache solve my audio/video problem?
A:
Your computer stores temporary Internet files in it's cache, and this accelerates your browser's performance. However, this can cause problems when viewing audio/video files that have recently been updated. Prior to each broadcast, please clear your computer's cache. Check your browsers help section for procedures.

Q: What does it mean when I receive an "error 11" message?
A:
This error occurs when you attempt to play content with an older version of the player. If you do not have the most recent version of the Windows Media Player, please download it now from our System Requirements page.

Q: What does it mean when I receive an "error 19" message?
A:
This error may occur for several reasons. The server may be down or you may be behind a corporate firewall.