Live Webcast F.A.Q
What you need to know to help address any issues you may have viewing a Live Webcast
Live Webcast FAQ
You may be connecting to the Live Webcasting event through a network that has restrictions on the type of content that can be viewed. This can occur in any network environment from a home network to a large enterprise. In order to assure you have a pleasant webcast experience, we have created this document that addresses the common issues that a viewer might come across.
Video players are pretty standard. They show video well if they can receive enough data to do so. They can choke or become choppy if they can’t receive enough data. With that in mind, here are some video streaming best practices for the upcoming event:
• Choose a hard line connection over a wireless router or 3G connection. Hard computer lines carry more data. The wireless options may work if bandwidth happens to be good but typically do not provide consistent enough bandwidth to watch live streamed video over an extended period of time.
• Don’t watch the event connected through your VPN (Secure Server). The video player cannot get enough data while “tunneling” through a VPN.
• Minimize concurrent streams on corporate networks. If you’re on a corporate network and others in your company plan to watch, watch together. Too many individual streams within one building on one network will cause network bandwidth drain. Your network has a set limit on bandwidth. Each individual video stream counts against that total. More of them means less data for each.
In this same light, YouTube, live radio streaming, and other bandwidth/resource consuming activities like network backups, large file downloads (windows updates), and antivirus scanning will steal resources from video streaming. Ask that such activity be limited during broadcasts if possible.
• Close out other running programs while viewing. Too many open programs can use up memory and CPU resources valuable to the video player.
• Reboot if your machine has been running for days. Machines can become sluggish after running continuously for days. This will give you a fresh slab of memory to store video data for the player.
• Run this speed test http://beta.speedtest.net/. Your download speed (the number on the left), should be a minimum of 1,200 to insure smooth video playback. 1,500 is recommended. If you’re below this number, you may experience excessive buffering. Consider an alternate connection if this is the case.
BEFORE the event you should review this entire list of questions, requirements, and the solutions to the few problems you might encounter when accessing our live and archived content.
Have you run the Pre-event streaming test?
The MOST IMPORTANT step is to visit our Pre-Event Test stream. We begin live webcasting a Pre-Event Test video stream here in the webcast portal 1 week prior to the event. This would be a sample webcast that uses all of the same technical requirements of the actual webcast.
If you can view video, hear the sound, and see the test slide, you will most likely be ready for the webcast.
Q. I cannot log into the event page or Live Webcasting media portal.
A: We provide password reset capabilities. If you cannot login, verify that you have access and are using the correct credentials. If you still cannot access the webcast we provide a link located below the login area of the webcast entry page to reset a forgotten password.
Q. I am logged in, but I do not see video or hear audio.
A: The video streaming technology requires the following capabilities.
2) Flash or HTML5 video support
3) Network/firewall allowed for RTMP or HTTP video
4) Network/firewall allowed to receive HTTP traffic from Amazon.com & Akamai.com and LimeLight.com
If you are seeing a blank page that does not contain a video or slide window, your computer’s security settings may be preventing these elements from displaying properly. Please check the following:
Adobe Flash: Adobe Flash Player Version 11 or better may need to be installed for your webcast to run. If you do not have Flash Player installed, or do not have the most current version, you should be prompted on the webcast page to install the latest available version of Flash Player. If you do not see this prompt, you can download the latest version here: http://get.adobe.com/flashplayer/
Your connection is location specific. If you perform a live webcast test from location “A” such as your home office, then you attempt to view the live event from location “B”, such as your business office, there is no certainty that you will meet with success. It is you or your organization’s responsibility to perform a viewing test before the event. If you meet with any issues, please refer to the following checklist.
- A browser version of Internet Explorer 7.0 and higher or Firefox 44 or higher, Chrome 39 or higher
A note on browser incompatibility:
- IE 6.x may not support the RTMP streams we push out – basically new technology that old technology can’t handle. We cannot support problems with IE 6.
- Possible remedy: upgrade browser version; try alternate browsers such as Firefox.
- Flash Player Version 11 or higher. If you have an older version, it would be best to upgrade now. It’s free and does not require a reboot. http://get.adobe.com/flashplayer/
- Windows-based computer, Mac-based computer, Android phone, iPhone, Android tablet or iPad
- OPERATING SYSTEM: Windows 7+, Mac OS X 10.7+
- CPU: Single Core 1 gigahertz (GHz) or faster 32-bit (x86) or 64-bit (x64) processor
- MEMORY: 2 gigabytes (GB) RAM (32-bit) or 4 GB RAM (64-bit)
- VIDEO: 32 bit video card
- BROWSERS: Mac: Safari 5+, Firefox 44+, Chrome 39+ (With Chrome on Mac you must use OSX 10.9 or better)
- BROWSERS: Windows: IE 7+, Firefox 45+, Chrome 42+ +, Safari 5+
- AUDIO: Speakers (make sure volume is up and they are not muted)
Port Issues – Generally the streaming media comes in via port 80 and 1935. Many corporations close these ports to stop live streaming. These need to be opened to view the webcast.
Firewall Issues – These Streaming Media Servers are provided by large companies that serve both global corporate and fringe clients. Verify IT has not blacklisted the Streaming Media RTMP servers.
- Your firewall has to allow RTMP and HTTP via ports 80 and 1935
- Your firewall needs to allow Streaming Video as a service
- Your firewall needs to allow these (sub)domains:
Social Networking Sites – Many companies block sites like YouTube and Facebook. Our Streaming video network provider supplies many of the web-based assets for those social networking sites such as YouTube, Facebook and Instagram. If a company blocks YouTube, Facebook or Instagram, the webcast MAY be blocked.
Q. I’m getting an M3u8 or crossdomain error.
A: First verify that you have FLASH installed as described above. It can also be caused by an Internet Explorer Security issue or firewall blocking your access. In Internet Explorer you can try to solve this by going to:
“Internet Options” > “Security” > “Internet” > choose “Custom Level” and scroll down to “Miscellaneous”.
One of the options should be “Access data sources across domain” – set this to “Enable”.
Q: My audio or video freezes or stutters
A: There are a few possible factors that can cause this.
Bandwidth – When an end user is getting the feed, but video stutters and freezes, often times it is a bandwidth issue at the Internet provider. Most people are on cable, broadband or even DSL and just because they had bandwidth 10 minutes ago, as users come in and out of the system, this shared access is very volatile and the providers do not guarantee a set amount of bandwidth. Minimize unnecessary or excessive network traffic within your network and on your device by applications that access the web such as Dropbox while it is syncing.
Test your network bandwidth here: http://www.speedtest.net/ If the download result is less than 1500 Kbp/s (or 1.50 Mbp/s), then your connection may not be able to properly play a live video feed of this nature with smooth playback, especially if you share a connection in an office.
Resources – There could be an application running that is consuming resources on your computer or there is a lack of bandwidth at your site. If you have other applications running on your PC, such as an indexer like Google Desktop, Spotlight or Dropbox, you should stop them.
Antivirus – If your antivirus application is running a scan, you should suspend that. Programs like McAfee, Avast and Norton can be set to restrict access to the technology used for webcasting. The difficulty here is that the stream may make it through the network but can get caught by a virus checker at the computer, and vice versa. Best to make sure virus scanners are disabled during the webcast. If possible, disable your antivirus application during the event.
Q: I can’t see the video on my mobile device
A: Our webcasts can be typically be viewed on mobile devices running recent versions of the Operating Systems for their respective devices. Playback and full functionality cannot however be supported, due to the customization each carrier, manufacturer and even users perform on phones and tablets. These changes are device specific, and while we try to create a universally playable stream, some devices may not be compatible.
Also, mobile bandwidth can fluctuate extensively from location to location. Because this is a live streaming protocol, a consistent sustained data rate is required for the stream to play properly. Unlike video on YouTube and other services, that will progressively download the video, live video is constant and if bandwidth fluctuates below a minimum data rate, even for a couple of seconds, the stream could be interrupted.
Clearing your Cache
Internet Explorer 11
STEP 1: Click on the Gear icon in the top right corner.
STEP 2: Click on Safety in the menu.
STEP 3: Click on Delete browsing history in the submenu.
STEP 4: Select Temporary Internet files and website files from the list.
STEP 5: Click on Delete.
Internet Explorer 10
STEP 1: On the Internet Explorer menu, select the Tools menu, click Internet Options.
STEP 2: On the General tab, under Browsing history, click Delete. Select OK.
STEP 3: On the next page, select Delete Temporary Internet Files.
STEP 4: Select OK or Delete, then select OK to close the Internet Options window.
Firefox 50.0 or better
STEP 1:In your topmost browser menu, select History.
STEP 2: Select Clear Recent History from the dropdown menu.
STEP 3: Select the desired time range from the dropdown menu; to clear all of your cache, select “Everything” (this is the safest choice).
STEP 4: Select the “down” arrow next to Details, and select “Cookies” and “Cache”. You may leave everything else unchecked if you like.
STEP 5: Click the “Clear Now” button.
STEP 1: In your topmost browser menu far left, select CHROME.
STEP 2: Click “Clear browsing data” from the dropdown menu.
STEP 3: Under “Clear browsing data,” select the checkboxes for “Cookies and other site data” and also “Cached images and files”.
STEP 4: Click the “Clear Browsing Data” button.