I get a page not found error message when I click on the event URL.
Error #404: File Not Found

"The page you were trying to reach cannot be found. The file may have been moved to a different location or removed because the information it contained is no longer valid."

Common errors that can result in broken links include:

  1. Truncated URL's: Some email applications may break a URL because of line breaks. You may need to cut and paste a URL from your email application into your browser's location field.

  2. Case Sensitivity: URL's are case sensitive- "File.html" and "file.html" are not considered the same file by the server. Please verify that the URL is entered exactly as printed.

Here is an example of a URL that has been truncated:

    http://webcast.events.com/cli
    ents/start/2008
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I pre-registered using another computer, and I am being prompted to register again.
If you have already registered for the event, you can enter your e-mail address in the registered users area of the registration page to access the event, if applicable.

If this is your first time registering for the webcast, please follow the instructions below:

  • In the Lobby page (landing page), there is a ‘Register’ button located below the image or in the menu bar.
  • Click the ‘Register’ button and complete the fields. The fields with a star beside are required.


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    I keep receiving an error message when I try to register for an event.
    Some fields on the registration page are required; check to see that all of the required registration fields have been filled out and resubmit the form.



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    Do I need to download anything to view this presentation?
    No plugins or additional software are required to view a webcast.

    You simply require a PC or Mac with:
  • An active internet connection
  • A recent version of Internet Explorer (version 5 or higher) or Firefox (version 1.2 or higher)
  • Real Player or Windows Media Player (version 6.4 or higher).

    If you do not have one of these versions, please click here to view our System Requirements.

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    My computer prompts me for a password when I try to attend the event.
    If you are behind a firewall, your company may require a network login and password in order to access the Internet or you may have to reconfigure your proxy settings to access this event. Please check with your network administrator.

    Some events have restricted access and require a password. Please contact the webcast event coordinator or customer support if you did not receive an invitation to access the event.

    For more information on firewall settings click here.

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    I am trying to join the webcast and the browser window is not opening.
    If you have pop-up blocking software installed and it is active, it may be blocking the presentation console from opening. You may need to temporarily disable the pop-up blocking software in order to participate in the event.

    Click here for more details on how to disable the most common pop-up blockers.

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    When I tried viewing the webcast, I received a message that the event is not currently available.
    This message may be due to one of the following reasons:
    • The event you are trying to access has not yet started.
      Please check with your event contact for more details.
    • The event may have only been available for live access.
    • The event you are trying to access has concluded but the archive version is not yet available. Please check back 24 hours after the conclusion of the original event to access the archived version.
    • The event may no longer be available.
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    I can hear the audio stream, but the video is not displaying.
    This is usually because of network congestion. You may be experiencing difficulties with video for the following reasons:
    • The sound works continuously, but the video freezes.
    • The program continually stops and rebuffers.
    • The player automatically stops, requiring you to click "reconnect" to resume.

    Click here to test your internet connection. For more details on buffering view FAQ below.

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    The media player keeps on buffering; it plays then rebuffers.

    The "Buffering" message appears when Windows Media Player is storing video data in its cache (a temporary storage area), so that it can play the video with fewer interruptions. The cache enables glitch-free playback by reducing the amount of time that the Player has to spend requesting data from the media server that streams the video or from the Web server that stores the video file (if you're playing the video file directly from the Internet). If you frequently see the buffering message, it means that the Player is emptying its cache (while playing the video content) faster than it can be filled. Although buffering is normal (especially if you are receiving a stream over the Internet), you can reduce the possibility that you'll get this message by increasing the size of the network buffer.

    You may not have enough bandwidth to support the higher encoded audio or video stream. Try selecting the “reconnect” button above the media player to connect at a different speed. Audio-only requires an Internet connection speed of approximately 20kpbs and broadband video can require 80kbps to 500kbps of available bandwidth.

    Click on the ‘Reconnect’ button located above the media player in the webcast auditorium:



    Select one of the following connection speeds:



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    I can't hear the audio stream on my computer.

    Ensure your computer is equipped with a sound card. To check your computer, simply insert a music CD into your computer. If you can hear the music playing, your computer is equipped. Verify that your speakers are plugged into the power outlet, turned on and up, and connected to the audio port of the computer. Your speakers or headphones must be plugged into the sound card not into the sound out jack of the CD-ROM drive. If you still cannot hear any audio, check your system volume settings and the volume on the media player. If your system is properly set-up, try adjusting the system volume settings:

    1. Click Start, Settings, and then Control Panel.
    2. Double-click on the Multimedia Icon.
    3. On the audio tab, turn up the volume.
    If the multimedia icon is grayed out, this indicates that the system is not configured for sound. If you have turned up the volume on both your speakers and system, try turning up the volume on the Windows Media Player.
    1. Open the Windows Media Player and look for the speaker icon. Next to the speaker icon is a slide bar for volume control.
    2. Or right click anywhere on the Windows Media Player and look for volume in the list.
    3. If you are viewing a 'video' event, right click on the video and you will get the tool bar for volume.



    Ensure your media player volume is not muted and increase the volume by sliding the button to the right.


    Video Streaming Test:
    Click here to test a video stream at 56 KBS
    Click here to test a video stream at 100 KBS
    Click here to test a video stream at 250 KBS
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    I can view the webcast, but the slides are not changing.
    Try refreshing the presentation by either hitting CTRL + F5 on your keyboard or by closing down the browser and rejoining the the presentation.

    If you continue to have this issue, you may need to download the latest Java Virtual Machine.
    Go to http://java.com/en/download/installed.jsp to download the latest Java Virtual Machine.


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    My computer freezes when I try to access the event.
    To verify that your settings meet the minimum event requirements click here.

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    I can't see the video Stream.
    Your browser must be configured to allow multimedia to play. Your media player may not be installed correctly or your player may not be configured to stream the format of the event. Verify that the player has been installed correctly and check the player settings to verify that it is set up to receive the stream format.

    Your computer may be behind a firewall that has not had the appropriate ports opened for use of streaming media. However, if a server has HTTP streaming enabled, Windows Media Player can take advantage of its protocol rollover capabilities and receive the file through HTTP instead of the typical (and optimal) streaming protocols. This is why you can receive content from some sites but not others. For the best quality and consistent results, encourage your administrator to open the appropriate ports on the firewall to permit streaming. Other issues that might prevent you from being able to play the content include: The media may not be created in a supported format, or you may not have access to the appropriate codec that is required to playback the file.

    When using Windows Media Player, complete the following steps to enable HTTP:

    1. Open the Windows Media Player
    2. Click on the Tools menu and choose Options
    3. Click on the Network tab. Verify that HTTP has a check next to it.
    4. Click on the Configure button under Proxy Settings area
    5. You should have a window with Configure Protocol settings.
    6. Select the option labeled use browser proxy setting.
    7. Click OK

    If using Internet Explorer, ensure the following are enabled:



    Video Streaming Test:
    Click here to test a video stream at 56 KBS
    Click here to test a video stream at 100 KBS
    Click here to test a video stream at 250 KBS
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    The video won't play at all. What do I do?
    You may be experiencing difficulties with video for the following reasons:

    1. You are using an unsupported media player or older version of Real Player or Windows Media Player.
      We suggest you test your system and download the latest version of Real Player or Windows Media Player if required.


    2. Your internet connection is interrupted. Ensure that your connection to the internet is active.


    3. Your are accessing the media file from behind a corporate firewall: Occasionally, corporate firewalls
      and/or proxy servers do not allow video to play through internal corporate networks.
      You will need to either connect to the broadcast site from outside of the firewall or
      ask your MIS department to open port 80 which supports audio & video streaming.

      Please see FAQ "What do I do if I'm behind a corporate firewall?" for more details.

    If you can’t see the video in the webcast, it may be due to the following reasons:
     
  • You don’t have Windows Media Player installed  
  • Your Windows Media Player is not configured correctly.

    To fix this problem, open your Windows Media Player
     
  • In the menu bar select ‘Tools’ and select ‘Options’.
       (If your menu bar is not visible, simply right click on the top bar and the menu should appear)  
  • The ‘Options’ window should appear.  
  • Navigate to the ‘Network’ tab.







    • Ensure that the following are checked:

  • RTSP/UPD
  • RTSP/TCP
  • HTTP
  • Allow player to receive multicast streams


    • And ensure HTTP streaming protocol settings is highlighted. Click on ‘Configure’, which will open a new option box. In this box choose ‘use proxy settings of the web browser’.

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    What do I do if I'm behind a corporate firewall?
    Occasionally, our visitors have trouble viewing streaming media content because they are behind a corporate firewall. Please use the information below to eliminate this problem.

    Media Player Firewall Information
    You will need to either connect to the broadcast site from outside of the firewall
    or ask your MIS department to open port 80 which supports audio & video streaming.

    For more information on firewall settings click here.

    Video Streaming Test:
    Click here to test a video stream at 56 KBS
    Click here to test a video stream at 100 KBS
    Click here to test a video stream at 250 KBS

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