Webstream Troubleshooting

Webstream Must-haves

• Make sure you are using one of the following browsers:

• Make sure you are using one of the Media Players:

PC users should use Windows Media Player 10 or 11 (download)

(Updated) Mac users should use Quicktime 7 with the Flip4Mac plugin (current version is 2.2). You will also need to download the Flip4Mac Streaming Utility Application.

First install Quicktime, then Flip4Mac. Finally, open the Flip4Mac Streaming Utility folder you downloaded and run the "Flip4Mac Utility," checking the "Create streaming movies" box.
Here is a video tutorial: Flip4Mac Video Tutorial

• Make sure you are on a wired DSL/Cable connection

Due to the varying performance of wireless internet it is advisable that you connect to the internet via ethernet cable.

If you don't see the "Watch" link under the Webstreams menu

You must Login to the website to gain access to the "Watch" links.
Remember to Login to the account you used when establishing your subscription.
If you have just subscribed to a webstream, you need to click Logout at the top of the page and Login again before the "Watch" link(s) you have subscribed to will appear.

A Red "X" displays where the video should appear

This happens in Internet Explorer 7 the first time it tries to use the media player embedded in a web page. You should see a yellow bar at the top of the page with an "Active X" alert message in it. Click inside the bar and you will get a warning that the page wants to run an Active X control -- and to click "Run" only if you trust the publisher. Go ahead and click "Run" and the webstream should play.

A Black Screen displays while audio plays

Assuming you are watching a Video stream and not an Audio-only stream, this issue is limited to Windows Media Player users. Right-click on the black screen and a popup menu will appear. Select the "Options..." menu item. On the "Performance" tab, check the "Detect connection speed" radio button. Click "OK" to exit the Options window and refresh the webstream view page.

Quicktime opens instead of Windows Media Player (PC Only)

Refer to this Microsoft support article for resetting your default player to Windows Media Player: http://support.microsoft.com/kb/271949

Choppy video or Video that stops while audio continues

Restart your DSL/Cable Modem if you have not done so in the last few days. Turn your modem off for a minimum of 2 minutes. Turn it back on. You may need to reboot your computer.

Test your broadband download speed

Go to www.speedtest.net

Video streams need a minimum Download Speed of 350 kbps continuous. An optimal speed test result would be over 500 kbps.
Audio streams need a minimum Download Speed of 128 kbps continuous. An optimal speed test result would be over 256 kbps.

Video freezes, audio may or may not continue

This is usually a symptom of your computer struggling to keep up with the incoming stream. Close all programs and browser windows except the webstream page. The idea is to free up as much memory and CPU as possible. Next 'Refresh' / 'Reload' the webstream page, Ctrl-R (apple-R Mac).

Video works sometimes, other times not

This is typically an indication that your internet service provider (ISP) is experiencing temporary network congestion. These issues will often resolve themselves in time but unfortunately may not occur when you require. If you have already performed the suggestions above you may try switching to the Audiostream for 5-10 minutes and then retrying the Videostream.

Restart your computer

There is no need to do it if you just did from a prior suggestion.

Webstream Frequently Asked Questions (FAQ)

Q: Can I download the VOD/AOD files?

VOD (Video on Demand) and AOD (Audio on Demand) media files cannot be downloaded to your computer. They are of a special type called streaming media which means only the part of the video or audio you are playing is sent to your computer. If after 30 days of access you desire a copy of a specific meeting video you may purchase the DVD by calling 1-800-542-0278. Just mention the date of the meeting.

Q: How can I make the screen bigger?

Windows Media Player
Double-click on the viewer screen to go to "Full-screen Mode". Press the "ESC" to exit full-screen mode.

Quicktime with Flip4Mac plugin
Open System Preferences and click the Flip4Mac icon at the bottom. On the Browser tab, check the "Launch QuickTime Player" option. Next close your browser and open it again. Go to the Watch link and the player will launch in Quicktime. You can drag the player to any size you desire.

Q: How can I get the messages I just saw on the webstream?

Weekend Service messages are available in MP3 format usually by the following Monday. Click here. If you want the DVD or CD call 800-542-0278.
Conference Media Sets are available in our online store in CD, DVD, and MP3 format the day after the conference completes.