Need More Help?
Troubleshooting
Here you'll
find answers to common questions related to
setting up your computer for Webcast viewing.
You can also check the Windows or Macintosh
sections for the answers to specific systems
questions.
You can also call 617-450-3481 for more information.
Please call before Annual Meeting as those who can answer
the questions will be busy filming the meeting.
Windows
System Questions | Macintosh
System Questions
Audio
Questions
There is no sound
The sound quality is poor
The sound
on my machine is not loud enough
Video
Questions
I hear the
audio but cannot see video
The picture is blurry
The picture is jerky and keeps stopping
The picture is too small
General Questions
How do I know if I have Internet
Explorer, Firefox or another browser?
How do I know what kind of
Internet connection I have?
What is the difference between
a dial-up, DSL and cable modem?
Will the media player installed
on my computer work for these Webcasts?
What if I use WebTV to access
the Internet?
Why should I have cookies enabled?
About
Webcasts from The Mother Church
How early should I
connect to a live Webcast?
Can I still participate in
a live Webcast if I am late?
When are Webcast replays available?
Why can't I use QuickTime to watch either the live meeting or the replay?
Audio Questions
There is no sound
| 1. |
Check
to be sure you have downloaded and
opened a media player. |
| 2. |
| Check
your external speakers for connections,
power and volume. |
| • |
Make
sure your speakers are connected
to the correct port on the back
of your computer. |
| • |
Make
sure that your external speakers
are plugged into a power outlet
and switched on. |
|
| 3. |
For
Windows:
Check the sound/volume settings on your
media player.
| • |
Make
sure the mute option is off by
clicking on the speaker icon.
|
| • |
Make
sure the volume is turned up by
sliding the volume bar all the
way to the right of the volume
control. |
Check the sound/volume settings on your
computer.
| • |
Click
Start> Settings> Control
Panel> Multimedia (or Sounds
and Audio). |
| • |
From
the Audio tab, click on the audio
icon (or Playback) and change
the volume by sliding the volume
bar up and down the volume control.
|
| • |
Make
sure the mute box at the bottom
of the volume control is not checked.
|
For Macintosh:
Check the sound/volume settings on your
media player.
| • |
Make
sure the mute option is off by
clicking on the speaker icon. |
| • |
Make
sure the volume is turned up by
sliding the volume bar all the
way to the right of the volume
control. |
Check the sound/volume settings on your
computer.
| • |
Click
Apple>Control Panel>Sound |
| • |
From
the Output tab, click on the audio
icon and change the volume by
sliding the volume bar up and
down the volume control. |
| • |
Make
sure the mute box at the bottom
of the volume control is not checked.
|
|
The sound quality is poor
If you experience static or echoing, close
and restart the media player.
The sound on my machine is not
loud enough
Internal speakers are not always powerful
enough to transmit sound clearly. You might
want to consider purchasing external speakers
or headphones.
Video Questions
I hear the audio but cannot see
video
| 1. |
Make
sure you have selected a viewing option
that includes video.
| •
The 28k option delivers audio
only. To watch the video, you
must choose from the 56k, 100k
or 225k options. |
|
| 2. |
Wait
a minute to see if the image appears.
| • |
The
video may take up to 30 seconds
to show on screen. Audio usually
begins playing much sooner than
video. |
| • |
If
there is a message that says "Connecting,"
"Loading" or "Buffering"
in the progress bar, the computer
is working to display the video.
|
|
| 3. |
Download
the required video/audio decompression
components
| • |
If
you hear the Webcast, but don't
have a picture, the version of
the media player you are running
may not have the latest video
decoding components. |
| • |
The
media player should attempt to
automatically download the required
components. |
| • |
You
will see an onscreen message,
asking if you want to install
these components. Click "Install"
to begin an automatic download.
This process will only take a
few minutes with a 56K connection.
|
|
The picture is blurry
The Webcast
picture will not be the same quality as a
television broadcast. This is normal. At a
slower connection speed, such as a 56k, the
image will be blurrier than at a faster connection
speed, such as a DSL (225k).
When video is not working well, the audio-only feed may be smoother. After Annual Meeting is over and is posted for replay, you also have the option of downloading the webcast file to your computer. You can then replay it from the downloaded file. This works well.
The picture is jerky and keeps stopping
The minimum speed requirement for video
is a 56kbps modem dial-up connection. At
this speed, the video will not be perfectly
smooth, and may pause to rebuffer (reload).
If you are using a high-speed DSL, cable,
or LAN connection, the video should be closer
to television quality.
A slow connection will hamper the quality
of the broadcast. Internet traffic at peak
times of the day can also cause congestion
in the stream, even with a high-speed connection.
The media player will attempt to adjust
to these fluctuations in order to deliver
the highest possible quality. The Church
Webcast system is equipped to accommodate
a vast number of simultaneous viewers.
When video is not working well, the audio-only feed may be smoother. After Annual Meeting is over and is posted for replay, you also have the option of downloading the webcast file to your computer. You can then replay it from the downloaded file. This works well.
The picture is too small
In the media player, click View on the menu
bar, and choose the display you like the
best. However, you may find that the quality
of the image decreases as the size of the
viewing window increases.
|
General Questions
How
do I know if I have Internet Explorer, Firefox, or another browser?
Your Internet browser may already have an
icon on your desktop. If not:
For Windows: click Start>
Programs and look for Internet Explorer, FireFox, or another browser on the list that pops up.
For Macintosh: click Apple>Applications and look for FireFox or another browser on the drop-down list.
How
do I know what kind of Internet connection
I have?
To check your connection speed, follow the
instructions on the Windows or Macintosh
page. Common connection modems are dial-up,
cable or DSL.
What
is the difference between a dial-up, cable
modem and DSL?
A dial-up is a temporary connection between
your computer and the Internet over a telephone
line.
A DSL or digital subscriber line uses telephone
lines to connect your computer to the Internet
at much higher speeds than dial-up.
A cable modem connects your computer to
the Internet using a standard cable TV connection.
Will
the media player installed on my computer
work for these Webcasts?
To check, run the system
test.
What if I use WebTV to access the Internet?
WebTV uses the Microsoft Widows operating
system and comes equipped with Windows media
player. WebTV users are unable to download
programs to their machines. If you are experiencing
problems with viewing the Webcast, contact
your service provider.
Why should I have cookies enabled?
Cookies allow us to better understand how visitors are using the Website, so we can improve overall site usability. The Help section on your browser can explain how to have your computer tell you when it receives a cookie.
About Webcasts
from The Mother Church
How early should I connect to a live Webcast?
If you've already successfully tested
your computer for Webcast capability,
you should connect to the Webcast page at
least 15 minutes before an event starts.
If you still need to test your computer,
give yourself at least two hours, in case
you need to adjust settings or download
new browser or player software.
Can I still participate in a live Webcast if I am late?
Yes, you can connect to and join the Webcast in progress at any time.
When are Webcast replays available?
Replays are usually available within a few hours of the live event.
Why can't I use QuickTime to watch either the live meeting or the replay?
Unfortunately, QuickTime doesn't deliver a high-enough quality broadcast for an hour-long live program like Annual Meeting. (It's great for short, prerecorded things like movie trailers—just not as good for longer shows.) Instead of viewing with QuickTime, Mac users have the choice of Real Player (for the live webcast and the replay) or Flash (for the replay).
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