I SEE VIDEO BUT I DO NOT HEAR AUDIO OR THE AUDIO IS FAINT. WHAT IS WRONG?
  • Make sure your computer speakers or headphones are plugged-in and turned on.
  • Adjust the volume on your speakers or computer hardware.
  • If you have another media player on your computer such as Windows Media Player or Real Media Player, adjust the volume in that player as it may affect overall volume on your computer.
  • If you are using a notebook computer, try connecting external speakers or headphones.
NOTHING APPEARS ON THE SCREEN WHEN I TRY TO ACCESS TO APPLICATION. WHAT IS WRONG?
VIDEO OR AUDIO IS JERKY OR SLOW. WHAT IS WRONG?
  • Your internet connection may not be fast enough to display high quality streaming video. Try to limit other activity (such as downloads and file sharing programs) on your Internet connection.
  • Close other programs on your computer that you don’t need. If the problem persists and you’re sure your Internet connection is fast enough, reboot your computer.
  • Press the “Hide Video” button on the interface. Video will be hidden in order to accommodate higher quality audio.
THE APPLICATION APPEARS BUT VIDEO OR OTHER CONTENT DOES NOT APPEAR. WHAT IS WRONG?

Ensure that you have the latest version of Flash Player installed. To install the latest version, visit:
http://adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash

I RECEIVED THE MESSAGE “YOUR SESSION HAS TIMED OUT”. WHAT IS WRONG?

Close your browser and log back in to the application.

I RECEIVED THE MESSAGE “VIDEO HAS BEEN DISABLED DUE TO YOUR CONNECTION SPEED”. WHAT DO I DO?

A speed test has indicated that, based on the speed of your Internet connection, you might have a better experience without video playing. If you’re sure that your internet connection is fast enough try pressing the “Show Video” button below the presenter’s video.

I HEAR AUDIO BUT INSTEAD OF VIDEO I SEE A LOGO OR A PICTURE OF THE PRESENTER. WHAT IS WRONG?

Do you see a button below the image that says “Show Video”? If so, press it to enable video playback.

If there is no “Show Video” button you are participating in an audio only presentation or the video has not yet begun.

WHEN I TRY TO LOG IN I ONLY SEE A SPINNING CLOCK. WHAT IS WRONG?

Close your browser and log back in to the application.

If possible, try accessing the application on another computer.

I RECEIVED A MESSAGE “THE CONNECTION TO THE SERVER FAILED”. WHAT SHOULD I DO?

Press the retry button below the message.

Close your browser and log back in to the application.

If possible, try accessing the application on another computer.

I RECEIVED A MESSAGE THAT I NEED TO INSTALL FLASH PLAYER BUT WHEN I GO TO THE DOWNLOAD SITE I CAN’T INSTALL IT. WHAT IS WRONG?

Do you have administrative rights on your computer? If not, your system administrator must install Flash Player for you.

Try the installation in another web browser.

For more information on installing Flash Player, visit:
http://www.adobe.com/support/flashplayer/

I’M TRYING TO REGISTER FOR MY EVENT, BUT IT SAYS REGISTRATION IS EXPIRED.

Typically, registration stays open up until the event is scheduled to begin. Moderators can modify to their discretion. If registration expires, attendees cannot join the event.

WHAT ARE THE OPTIMAL UPLOAD/DOWNLOAD SPEEDS FOR ATTENDEES AND PRESENTERS?

Audio is sent at 28-56kbps and video is sent at 200-300kbps, both can vary depending on the event. If a user is below 300-350kbps, the console will disable their video.

CAN I USE THE DIAL-IN INFORMATION INCLUDED IN MY EVENT INVITATION TO JOIN THE AUDIO PORTION?

Most Streaming events do not require attendees to manually dial in to the audio portion, but this does not eliminate this option. If there is audio information included in the email invitation, attendees are given to this option.

WHAT IF A CUSTOMER DID NOT RECEIVE REGISTRATION/JOIN INFORMATION?

Follow the steps below:

  1. Log into the Streaming Admin Console.
  2. Click on Registration Administration.
  3. Select Manage Registration Systems, find and highlight the program title, click Edit.
  4. Provide the client the URL associated to the page.

Note: If registration ends early, it is because the client has requested it. The registration type should never be changed.

I’M JOINING AN EVENT THROUGH A VPN; WILL THIS CAUSE ANY TECHNICAL DIFFICULTY?

Yes, joining an event through a VPN can impact the quality of the presentation and potentially interrupt connectivity. It’s recommended that users disconnect from their VPN to join an event.

WHAT SHOULD AN ATTENDEE BE TOLD IF THEY ARE TRYING TO REGISTER FOR AN EVENT BUT THEY RECEIVE A MESSAGE THAT REGISTRATION HAS EXPIRED?

Typically, registration stays open up until the event is scheduled to begin. Moderators can modify to their discretion. If registration expires, attendees cannot join the event. The following script should be used:

“Currently registration for this Event has expired, which closes admission into the Event. We recommend that you contact either the presenter or the person who invited you to see if there will be web replay or reschedule of this Event.”

WHAT IF A CUSTOMER RECEIVED A FIREWALL ERROR AND CANNOT ACCESS THE STREAM?

The customer’s IT department should be advised that Ports 80, 443 and 1935 should be open for access into the meeting (see list of all ports below). Also, the domain *streamline.stream57.com should be added to the proxy or firewall filters.

Note: Certain web traffic may be blocked by Websense and other web traffic filters.


ports


SMTP TCP/25 Used for Registration and Notification emails


FTPS TCP/990 Used for secure file transfer to/from clients


HTTP TCP/80 Used for Streamline websites/applications


HTTPS TCP/443 Used for encrypted Streamline websites/applications


RTMP TCP/1935 Real Time Messaging Protocol, used for Streamline applications