Webcast Troubleshooting



Note: Before you proceed make sure you have initialized your system

RealPlayer Problems and Solutions

(Do NOT install and use the trial version of RealPlayer)

  • Problem 1: Your RealPlayer is an incorrect version.
  • Solutions:

  • Problem 2: Your RealPlayer has become corrupted.
  • Solution 1: Re-install the free version of RealPlayer. Refer to the start pages for this.

Browser Problems and Solutions

Browser is the software that creates a window for you to view websites on your computer.

  • Problem 1: Some links do not work because you are using outdated
    cached web pages (these are old web pages that are stored in
    your computer's fast storage).
  • Solution 1: Refresh your browser window in the following manner-
    • For PC/Mac OS 9/Mac OS X - From the menu bar click on View and
      select Refresh.
  • Problem 2: You are using the incorrect browser.

  • Solutions:
    Do not use any customized browsers provided by AOL, EarthLink, NetZero, or other
    Internet Service Providers. They will not work with our streamed videos.
    • For PC - Use Microsoft Internet Explorer 5.0 or higher.
      Download Internet Explorer for PC
    • For Mac OS 9 - Use Microsoft Internet Explorer 5.0.
      Download Internet Explorer for Mac OS 9
    • For Mac OS X - Use Microsoft Internet Explorer 5.1
      Download Internet Explorer for Mac OS X

Network Connection Problems and Solutions

  • Problem 1: Cannot connect to the live and/or archived video streams and you
    receive the following error messages;
    • "Cannot connect to server"
    • "Unable to connect to server"
    • "Unable to establish connection to server"
    • "Check network transport settings or run auto-configure"
    • "The RealPlayer was not able to successfully connect to a server for playback"
    • "Cannot connect to server, the link you requested may be inaccurate or out of date"
    • "Connection to the server could not be established. You may be experiencing
      network problems"
  • Solution 1: Manually configure your Network Transport Settings on your RealPlayer
    • To configure RealPlayer 8 Transport Settings to receive UDP through a single port:
    1. Start RealPlayer.
    2. Click the View menu and choose Preferences.
    3. Click the Transport tab.
    4. Select Use Specific UDP Port and type in the UDP port value: 7070.
    5. Select Use Specified Transport in Network transport
      (Use the default RTSP and PNA settings, don't change anything here)
    6. Click OK to save your changes.
    • To configure RealOne Player to receive UDP through a single port:
      Start RealPlayer.
    1. Click the Tools menu and choose Preferences.
    2. Click the Transport or Network Transport tab.
    3. Select Use Specific UDP Port and type in the UDP port value: 7070.
    4. Select Use Specified Transport in Network transport
      (Use the default RTSP and PNA settings, don't change anything here)
    5. Click OK to save your changes.

  • Solution 2: Play files during "off-peak hours."
    This problem typically occurs during "peak hours" when network traffic is highest.
    By playing files at another time you can usually avoid connection problems caused by high traffic.

  • Solution 3:You may need to update and/or configure your Internet Service Provider
    (America Online, EarthLink, NetZero, or others) connection software that helps you connect to
    the internet. Contact your Internet Service Provider, explain to them that you are using RealPlayer
    to view live and/or archived video streams and that you are connecting via links on a webpage. They
    will help you update and/or configure your connection software for viewing streaming media.

  • Solution 4: Your computer may be behind a firewall, you need to configure the firewall for RealPlayer,
    you may need to contact your network administrator. For instructions on how to configure
    RealPlayer with a network firewall, click here.
  • Additional Real Player Solutions:
    RealPlayer Support Website:
    http://real.custhelp.com/cgi-bin/real.cfg/php/enduser/std_alp.php?tabName=tab0&p_prod_lvl1=3
  • Connection to Server Solutions:
    http://service.real.com/help/faq/top5/rp_cannot_connect.html