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FAQ

Welcome to the F.A.Q. (Frequently Asked Questions). You may be connecting to the event through a network that has restrictions on the type of content which 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 e-conference experience, we have created this document that addresses the common issues that a viewer might come across.

If you are signed up for a live event, 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 on-demand content.

Have you run the Pre-event streaming test?

The MOST IMPORTANT step is to visit our Pre-Event Test stream. We begin streaming a Pre-Event Test stream one week prior to the event. This is a sample stream that uses all of the same technical requirements of the actual live e-conference.

Test your connection at this test page: http://www.conferencewebcasting.com/stream-test-html5/

If you can view video, hear the sound and see the test slide, you will most likely be ready for the e-conference.

Login Problems


Q: I cannot log into the event page or media portal.

A: Verify that you have access and are using the credentials you were given. You were emailed your username and password. Please check your username and password carefully (password is case sensitive) and attempt to login. If you still cannot access your account, please click the "Lost Username/Password" link located below the login area.

If you attended an event in person and received supplemental access to the live and/or on-demand site, you may be required to go through the registration process. You will receive a confirmation email with your password.

Viewing Problems


Q: I am logged in, but I do not see video or hear audio.

A: The streaming technology in use requires the following capabilities.
1) JavaScript support
2) HTML5 or Flash video support
3) Network/firewall allowed for RTMP or HTTP video
4) Network/firewall allowed to receive HTTP traffic from Amazon & LimeLight

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:

JavaScript: JavaScript must be enabled for this e-conference to display properly. Below is a link which explains how to enable JavaScript for many popular web browsers: http://www.bluelinkwebs.com/devnotes/cloak_email/javascript_howto.html

Adobe Flash: Adobe Flash Player Version 9.0.115 or better may need to be installed for this e-conference to run. If you do not have Flash Player installed, or do not have the most current version you should be prompted on the e-conference or test stream 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/

IMPORTANT
Be aware that your connection is location specific. If you perform the test from location "A" such as your home office, then 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 this viewing test before the event. If you meet with any issues, please refer to the following checklist.

Software Requirements


  • A browser version of Internet Explorer 8 and higher or Firefox 3.0 or higher, Google Chrome Version 35 or higher

A note on browser incompatibility:

  • We have tested IE 8 in controlled configurations and we can stream successfully, but older versions of Internet Explorer that may not support the RTMP streams we push out, or the webpage itself - basically new technology that old technology can't handle.

  • Remedy: upgrade browser version, or try alternate browsers such as Firefox. Please defer to your company's IT department if you are unable to personally install a different browser (best solution).

  • If browser only supports Flash playback: Flash Player version 9.0.115 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/

Hardware Requirements


  • Windows-based computer, OSX-based computers (Mac), smartphones, tablets
  • Windows Vista Home Premium or better
  • Mac OSX 10.5.3 or better
  • Pentium 4 or better
  • 1meg of System Ram (Memory)
  • True Color 32-bit video card
  • Soundcard and speakers

Network Requirements

Port Issues - Generally the media comes in via port 80 and 1935. Many corporations close these ports to stop live streaming as it will put stress on the network. These need to be opened to view the e-conference.

Firewall Issues - Top tier Streaming Media Servers are provided by large companies that serve global corporate and fringe clients. Verify IT has not blacklisted the 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 the entire IP address ranges below:

Ranges of:
69.28.128.0/18
68.142.64.0/18
208.111.128.0/18
87.248.192.0/19
203.77.184.0/21
117.121.248.0/21

Social Networking Sites - Many companies block sites like YouTube and Facebook. Our CDN provider supplies many of the web based assets for social networking sites such as Facebook and MySpace. If a company blocks Facebook or MySpace, we MAY be blocked.

Q: My Audio or Video Freezes or Stutters

A: There are a few different 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 and 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.

Bandwidth Test

Test your network bandwidth here: http://www.speedtest.net/ If the download result is less than 1000 Kbp/s (or 1.00 Mbp/s) then your connection may not be able to correctly play a live video feed of this nature with smooth playback, especially if it is a shared 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 you should stop them.

Antivirus - If your antivirus application is running a scan you should suspend that. Programs like McAfee and Norton can be set to restrict access to the technology used for streaming. 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 e-conference. If possible, disable your antivirus application during the event.

Q: I can't see the video on my mobile device

A: There are many versions of mobile operating systems on the market today. We strive to make video playable on all devices, however handset managers often implement software changes that can affect the playability of video from a live stream. 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 10
STEP 1: On the Internet Explorer 7 menu select the Tools menu, click Internet Options.
STEP 2: You'll see Browsing History, Select the Delete button. Select OK
STEP 3: On the next page select Delete Temporary Files
STEP 4: Hit OK, OK

Firefox 3.x
STEP 1: On the Firefox menu bar, select the Tools or History dropdown
STEP 2: Select Clear Recent History
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 Cache and Cookies. You may leave everything else unchecked if you like.

Google Chrome
STEP 1: Select the Chrome menu, and then select Clear Browsing Data
STEP 2: You'll see a "pop up" window with selection boxes
STEP 3: Select the first 4 boxes, Browsing History, Download History, Cookies, and Cached images and files
STEP 4: Click the Clear Browsing data button

Support Form

If you are still having trouble and need technical assistance, click here to fill out a support request.