· The audio plays, but there is no video picture.

· The message “wait while video is loading” appears and the video never loads.

· There is no sound with the commercial spots.

· Video pop-ups don’t work.

· The video stops intermittently at approximate intervals of 10 seconds.

Things that may help your video or audio play correctly

· Use a recommended browser (i.e. Internet Explorer 5.0 or higher and Netscape 4.79).

· Close all other media players (i.e. Real Player, Media Player). If other media players are open they may prohibit video/audio from playing correctly.

· Close all other open programs. Other programs may take up some of your computer's processing resources and memory. Freeing up these resources may help.

· Upgrade your computer with additional memory and higher capacity processors.

· Upgrade your Internet connection to a service with higher bandwidth capacity (DSL, etc.).

· Select a time of day when Internet usage may be less. Just like the motorway, Internet traffic can vary. The busier the Internet traffic, the slower your response may be. The time of day (Internet rush hour) can affect the response you receive at your end.

Understanding Bandwidth and connecting to the Internet

You connect to the Internet at a certain speed depending on your Internet Service Provider, your computer, and the type of Internet connection you have. A dial up connection over a phone line will probably be slow. When using a 56K modem the actual connection speed may only be 28K. Low-speed Internet connections (i.e. 56K or lower) can be compared to receiving or sending data through a straw. High-speed Internet connections (such as 64K–128K, high-speed cable, DSL, and T1 connections) can be compared to receiving data through a large pipe.

The rate that your computer receives data is limited by the speed of your Internet connection. The consequence of a low-speed Internet connection may be delayed load time, media objects not loading or playing, or choppy audio and video.

Technical Support

If your questions have not been answered through the troubleshooting tips on this page, you are welcome to contact technical support representatives by one of the following methods:

Feedback

Telephone: (801) 705-4388