CFTC

Webcast Technical Support and Troubleshooting

This webcast is provided in Windows Media Player and RealPlayer format. 

If your video player stops playing the video...

If your Windows Media Player or RealPlayer stream has stopped playing, please press the "Play" button on the interface to restart the video stream. There are many variables that can effect streaming video over the internet. Please follow the tips below to ensure the best possible webcast experience.

Test your webcast connection

This webcast is provided in Windows Media Player and RealPlayer format. One or both players may already be on your computer; if not, either player can easily be downloaded at no charge.

STEP ONE: Follow this link to determine if you have Windows Media Player or RealPlayer installed on your computer.

If you do not have a player installed, see How to download a webcast player.

STEP TWO: Test your player's connection.

Test Windows Media Player
Test Real Player

If you see video and hear audio when playing one of the test clips above, your system is ready for our live or on-demand webcasts.

Firewalls: If your computer is behind a firewall, ask your system administrator to review the firewall section.

How to download a webcast player: PC users

Adobe Flash:

Download the Adobe Flash Player and follow the installation instructions.

Windows Media Player:

Download the Windows Media Player and follow the installation instructions.

RealPlayer:
Download the RealPlayer and follow the installation instructions.

Note: you will be offered a paid version of this player on the left side of the page. The FREE RealPlayer download link is on the right side of the page.

 How to download a webcast player: Apple users

Adobe Flash:

Download the Adobe Flash Player and follow the installation instructions.

Windows Media Player:

If you do not already have Window Media Player installed on your computer, click on the "Flip4Mac" button below. Flip4Mac is a Windows Media component for Quicktime by Microsoft.com. Follow on screen installation instructions for download and installation.   

Some versions of Safari may also need a plug-in in order to view the Windows Media player. If, after downloading 'Flip4Mac' the Windows Media player still does not work, please download and install the Safari plug-in for Windows Media.  

 To download the free Flip4Mac Player or Windows Media Safari plug-in. Click on the following links and follow the download instructions.

RealPlayer:
Download the RealPlayer and follow the Installation instructions.

Note: you will be offered a paid version of this player on the left side of the page. The FREE RealPlayer download link is on the right toward the bottom of the page.

Accessibility Information

We continuously strive to ensure that our webcasts are accessible to individuals with disabilities in accordance with Section 508 of the Rehabilitation Act.

We provide captioning for the hearing impaired for live and on-demand webcasts using the Windows Media Player and RealPlayer formats.

We recommend using Microsoft Internet Explorer to watch captioned webcasts. Please note that Mozilla, Firefox and Netscape browsers do not currently support the scripting required to display captioning for the Windows Media Player format.

The following are the minimum system requirements you will need to install RealPlayer or Windows Media Player:

Minimum Computer (Windows):

  • 350MHz Intel Pentium II processor or equivalent
  • 64MB of RAM (128MB on Windows XP or later)
  • 52MB available disk space
  • 56Kbps modem 
  • 16-bit sound card and speakers
  • 65,000-color video display card set to display at
    1024 x 768 or higher (video)
  • Windows 98SE, Windows ME, Windows NT 4.0
    with Service Pack 6 or later (playback only), Windows
    2000 with Service Pack 2 or later, or Windows XP
  • Internet Explorer 5.0 or Netscape 6.0 or later (Mozilla Firefox will only work with the RealPlayer version of this
    presentation)
  • Display resolution: 1024 X 768 or higher
  • Windows Media Player 9.0 or later
  • RealPlayer 10 or later

Minimum Computer (Apple):

  • Mac OS X 10.2 (with Safari installed) or later (10.3 or later recommended)
  • 256MB of RAM (512MB recommended)
  • G3 or faster, Mac OS X compatible
  • 56Kbps modem
  • Windows Media Player 9.0 or later
  • RealPlayer 10 or later

Recommended Computer (Windows):

  • 500MHz Intel Pentium III processor or greater (supports simultaneous record/playback features)
  • 256MB of RAM
  • High-speed Internet connection (audio/video)
  • Full duplex sound card and speakers
  • 65,000-color video display card set to display at
    1024 x 768 or higher (video)
  • Windows 98SE, Windows ME, Windows 2000 with Service Pack 2 or later, or Windows XP
  • Internet Explorer 6.0 or later
  • Windows Media Player 9.0 or later
  • RealPlayer 10 or later
  • Broadband connection
  • 16-bit sound card
  • Internet Explorer 6.0 or Netscape 6.0 or later 
  • Display resolution: 1024 X 768 or higher

Recommended Computer (Apple):

  • Apple Mac OS X version 10.1.5 or later (latest release of version 10.2.x recommended)
  • Any computer supported by Mac OS X version 10.1.5 (450MHz) PowerPC G3 processor or higher recommended)
  • 128MB or higher
  • 256 colors (millions of colors recommended)
  • Microsoft Internet Explorer 5.1 for Mac, America Online for Mac OS X, Netscape 7.1, MSN for Mac OS X version
    2.0, or Apple Safari 1.0
  • Windows Media Player 9.0 or later
  • RealPlayer 10 or later
  • Broadband connection

Troubleshooting for Windows Media Player

  • If your player stops in the middle of the meeting, refresh the Web page or press the start button on your player to initiate the webcast again.
  • If you are using the Firefox browser, you will need to download the free plug-in for Windows Media Player.  Click here to download and install the plug-in.
  • If you are having difficulty with the audio or video stopping or with excessive buffering, please try the following:
    • Select Tools.
    • Select Options.
    • Select Performance.
    • Click on the dot beside the word "buffer" and increase the time in the box from 5 seconds to 10 to 20 seconds.
    • Hit Okay.

Using Mozilla Firefox browser to view video: 
RealPlayer files play automatically on the Firefox browser.  Windows Media files will play after the installation of the Firefox Windows Media Player plug-in. Click here to download and install the plug-in. Captioning will not be visible when the webcast is viewed with Firefox, so we recommend that those needing to see captions use the Internet Explorer browser instead.

  • If your player stops in the middle of the meeting, please either refresh the Web page or select the Start button on your player.
  • If you are unable to connect to a webcast using RealPlayer, please follow these steps:
    • In your browser, select View, Preferences.
    • Select the Connection tab. Check to ensure that you have the correct connection speed set. If you are using a network, it will usually be the LAN/T1 setting. If you are using a modem, it will usually be the 56k Modem setting. View image of Connection tab.
    • Select the Transport tab. Select Automatically Choose Best Transport and then select Auto Configure. Follow the prompts and accept the defaults offered. View Image of Transport tab.
  • If you are still unable to connect, you may need to check with your system administrator to determine if you are behind a firewall.
  • Firewalled systems may be able to view some types of archived video files that use an HTTP protocol on a Web server. Live streaming files use RTSP (CapitolConnection) or PNM and use only TCP or UDP connections. Firewall ports must be opened.
  • If you experience difficulty (e.g., pulsing, flickering, or intermittent video or audio) when attempting to view live streaming video or archived content, we suggest the following:
    • PC Users
      • Click on the Start menu button on the Windows taskbar.
      • Go to Programs, then Real, followed by RealPlayer.
      • Once the player launches, click on Tools.
      • Select Preferences.
      • Select the Content category.
      • Under Media Types, click the Advanced button on the right.
      • Scroll down the list of media types until you reach the listing: Real-Time Streaming Protocol (RTSP).
      • Click on the check box to enable the RTSP media type for your video player.
    • Apple Users
        • Open Internet Explorer's Web browser.
        • Go to the Web browser's Properties menu.
        • Select the Protocol Helper option.
        • Scroll down the list until you find Real-Time Streaming Protocol (RTSP).
        • Change the application type to RealOne Player or RealPlayer, depending on which application you have downloaded.
        • Close the browser. Reopen the browser and test a video link.
  • If your connection is poor or you receive static and varying sound quality, try the following:
    • Reconfigure your RealOne settings by launching RealOne from your desktop.
      • Select Tools and then Preferences.
      • From the left-hand side of the next screen, click Connection.
      • Ensure that your maximum bandwidth is configured to match your minimum bandwidth connection.
      • Set your player to buffer every 30 seconds when needed.
      • From the left-hand side of the screen, Click Network Transport.
      • Click Manually configure connections settings.
      • From the left-hand side of the screen, Click General.
      • Uncheck Enable a history list in the File menu.
      • Click Clear History; then click OK.

Webcast Support Troubleshooting:

When I click the link to connect, nothing happens or I have a black space where the video or video controls should appear.


OK. I confirmed that I have up-to-date RealPlayer and/or Windows Media Player software on my computer, but when I go to test my connection, I get a "Cannot Connect" or "Media Not Found" type of message.


I do not see the active link when I log onto the launch page.


I get a picture but no sound.


I get video and sound, but some of the video or slides goes off the edge of my screen.


While viewing the webcast, my video becomes choppy or freezes up.


I am having trouble viewing the webcast using my Mozilla Firefox browser.


My Network Administrator will not make changes to the firewall or they cannot do so in time to view this webcast, is there anything else I can try?


The media stream is fine on our PC or laptop but the video won't stream through the projector (surrounding window and everything else is viewable).


The text on the window is missing, distorted, or incomplete.

Firewalls

If your computer is protected by a network or stand-alone firewall and you are having trouble viewing the webcast, the firewall may not be configured to allow webcast viewing.  To view a webcast, ask your system administrator to open the firewall to allow the webcast to stream through it. 

For more information concerning firewalls and RealPlayer, please see  http://service.real.com/firewal.

For more information concerning firewalls and Windows Media Player, please see http://www.microsoft.com/technet/prodtechnol/Netshow/deploy/fwconfig.mspx.

For more information concerning firewalls and Flash Media, please see http://kb2.adobe.com/cps/164/tn_16499.html

Capitol Connection