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Streaming Support
Video stops & starts or looks like a slide show. It worked fine earlier. Windows Media Player 9 or later recommended for best results.
If you are experiencing troubles with your stream please download the latest version of Windows Media Player and all Windows Updates. Also, you may need to disable any firewalls if you are experiencing problems or allow them to enable streaming on port 80. (Norton's Internet Security, ZoneAlarm, Windows Firewall) Refer to your software's help files or support site to find out how.
Click Here To Perform a System Compatibility Test The video stops and starts and looks like a slide show. It worked fine earlier and I have highspeed internet. First step, if you have a router or switch between your computer and modem, remove it. In some cases, routers may block the stream from reaching the computer properly, and if you call your Internet Service Provider (ISP), they will have you remove it as well. Please go to www.speedtest.net and run a speed tests from the city that is closest and then again from the city that is furthest from you. If you receive anything less than 1000Kbps down, your connection may not be fast enough support a consistent video stream. If this is the case, please contact your ISP. If your download speed is over 1000Kbps and you have connected directly to the modem and you continue to experience the "slide show effect" it is more than likely due to network congestion. This can occur anywhere in between your computer and the streaming server, which means it could be your ISP, it could be the datacenter of the streaming server or it could be somewhere in between unrelated to either parties. The best way to tell is to run a tracert (pronounced trace route). Click on Start > Run, type in cmd and hit the Enter key. It will pop up a black window with a command prompt (C:\Documents and Settings\Your Accountname). In the command prompt window, type in 'tracert 205.234.206.162' (minus the quotes) and hit the Enter key. It will then trace the path between your computer and the streaming server over 30 hops or points along the way. After each line number, it will show three numbers in milliseconds, which is how quickly (or slowly) packets are sent and returned between each hop in the path. Anything over 100ms is not good. In an ideal world, you want below 50ms. Below 100ms is acceptable. Anything over 100ms can cause problems, especially if it occurs multiple times on the same hop or on multiple hops. Unfortunately, there is no quick fix, and it is hard to troubleshoot. If your numbers are high at the beginning of the tracert or if you see a lot of "request timed out", please call your ISP and provide these numbers to them. If the numbers are ONLY high towards the end of the tracert, please contact help (at) morganhorsestream.com and provide your results in an e-mail. AOL Media Player comes up, but doesn't play AOL Media player is not supported. Please try the following in order to get it to play in Windows Media Player: In AOL, go to Settings > Multimedia Settings, then uncheck 'Use the AOL Media Player for supported file types'. ATI (or another) Media Player comes up, but it won't play or it asks if you want to save the file. Windows Media Player is not the default player for the specified file type. Please open Windows Media Player via Start > All Programs > Windows Media Player or Start > All Programs > Accessories > Entertainment > Windows Media Player. At the top menu, select Tools > Options, select the File Types tab, press the Select All button, then Apply and Ok. Now, click on the Access Content button, and it should launch the show in Windows Media Player. I have a Mac, and it doesn't play Please click here to download and install Windows Media Player for Mac. Since Microsoft has abandoned support for the Windows Media Player, Mac users may have better luck using Flip4Mac, which is also a free download (an upgrade is not necessary for playback).
Blank/Black screen, Stream Doesn't Start or Error C00D11D4 If you're stream looks like it tries to start, then remains on a black screen or reports the above error, please try the following steps: 1. Open Windows Media Player, menu Tools > Options>
Network. If you do not see the File, View, Play, Tools, Help menu at the top of Windows Media Player, press the F10 key. I was watching and got disconnected, now when I click on Access Content, it won't play. If you have left the Shopping Cart/Authorized Content page open for longer than 20-30 minutes, the cookie's session times out, meaning when you click on it, it will not play or give an error. Refresh the page and log back into the account, then click on the 'Access Content' button. If this does not work, contact support. Stream Turns Green/Upside Down, is Choppy or Hangs The simplest solution is to press the Stop button, then the Start button again in Windows Media Player to re-connect. If your stream continues to turn green, has pink lines, turns upside down, is choppy, or hangs when playing video, click on Tools > Options in the top menu, click on the Performance tab, then click on the Advanced... button at the bottom and uncheck 'Use video mixing renderer'. Click Ok, then Apply. You will have to reconnect to the stream. Another thing that can contribute to weird colors and choppy audio and video is the connection. We send three streams to the streaming server, 28Kbps for dialup, 109Kbps and 278Kbps for broadband (DSL and Cable). To set the connection speed in Windows Media Player, click on Tools > Options go to the Performance tab, and under the connection speed section, check 'Choose connection speed'. If you have a dialup connection, set it to 28.8Kbps. If you have a DSL connection, choose DSL/Cable 256Kbs connection. If you continue to have problems, choose Dual ISDN 128Kbps or ISDN 64Kbps. Click Apply, Ok, then close and restart Windows Media Player. You will have to reconnect to the stream. Nothing Happens, Windows Media Player Doesn't Launch When you click on the 'Access Content' button, nothing happens, or you receive an error from another program (MusicMatch, WinAmp, or other Media Players, etc.) trying to play the stream. More than likely, Windows Media Player is not set as the default player or there is a problem with it not associating to the file type. In Windows Media Player, click on Tools > Options, then select the 'File Types' tab from the pop-up box. Make sure the first three selections are checked. If not, check them, hit Apply and Ok. Then click on the 'Access Content' button. If they are checked, and 'Apply' is grayed out, try unchecking them, hit 'Apply', then 'Ok'. Then re-check the first three items, hit 'Apply', then 'Ok' again, click on the 'Access Content' button, and it should play. In Windows Media Player 11, Microsoft has removed this tab. Instead, open Windows Explorer (Start > All Program > Accessories > Windows Explorer). Select Tools from the top menu and click on the File Types tab from the pop-up box. In the Registered file types area, three extensions (ASF, ASX and WMV) need to be set to open with Windows Media Player. If changing the file associations doesn't work, try uninstalling Windows Media Player and reinstalling it. This will reassociate the file types and correct any registry problems. To do this, click on Start > Control Panel > Add or Remove Programs, then to the left of the installed programs (in Windows XP), click on Add/Remove Windows Components, uncheck Windows Media Player and click Ok. Once it completes the uninstallation, go to Windows Updates, download and install Windows Media Player. (You will have to reboot your computer.) If you receive a Windows Media Player error, whether it be an 'unknown error' or otherwise, click on 'More Info' and get the error code. The following link contains all of the error codes and what they mean. http://www.microsoft.com/windows/windowsmedia/9series/player/playererrors.aspx Windows Media Player Shortcut Keys For a complete list of Windows Media Player shortcut keys, click here. If you can't see the top 'File | View | Play | Tools | Help' menu with Windows Media Player open, type Ctrl+M. If after following the above tips, directions and links, you are still unable to resolve your viewing difficulties, please send a detailed e-mail to help (at) morganhorsestream.com including your operating system, browser along with version, version of Windows Media Player and any error messages that arise. If you need immediate assistance, call 615-556-9194. |
