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Welcome to the INSINC Windows Media Technical Support page.
Please select a link below:
Unable to Play WindowsMedia (No Video, No Audio) - Step 1 System Req
Unable to Play WindowsMedia (No Video, No Audio) - Step 2 Re-install Player
Unable to Play WindowsMedia (No Video, No Audio) - Step 3 Error Message
Audio /w No Video - Codec Download
Playback Quality Problems - Step 1 Frequent Buffering
Playback Quality Problems - Step 2 Test your Bandwidth
Playback Quality Problems - Step 3 Protocol or Bandwidth Setting
Playback Quality Problems - Step 4 Buffer Setting
Playback Quality Problems - Step 5 Tests to Perform
Other Useful URL's
Microsoft FAQ
http://www.microsoft.com/windows/windowsmedia/mp10/faq.aspx
Microsoft FAQ - Playback Issues
http://www.microsoft.com/windows/windowsmedia/mp10/faq.aspx#3_0
Were you previously able to play the stream, and are no longer able to? If yes, how long ago did the problem start happening? Do you recall any changes that were made to your computer system at this time, such as new software being installed?
Are you able to play other live Windows Media streams or are you only having this problem with this stream?
If you are currently not able to play any other streaming media, we recommend that you first make sure that you have met the minimum system requirements for Windows Media Player 9:
http://www.microsoft.com/windows/windowsmedia/9series/player/
sysreq.aspx
Once you have confirmed that you meet the minimum system requirements, please download and install the latest version of the player:
http://www.windowsmedia.com/download
After you have downloaded and installed the player, try to play the stream again, and note any changes if any.
When you attempt to play the live video from the webpage, does your browser launch Windows Media Player?
Do you get any kind of error message? If so, what is that message? Please e-mail this error message to techsupport@insinc.com or look here
http://www.microsoft.com/windows/windowsmedia/mp10/faq.aspx#12_2 for Windows Media Player 9 and 10 error messages.
If you are able to receive Audio, but no Video is displayed you may not have the proper codecs installed. To insure that your Windows Media Player has the proper codecs installed you need to ensure the Player is automatically updating codecs.
To check this, do the following:
1. Under the "Tools" Menu item, Select "Options"
2. Within the options window be sure that "Enable automatic codec
download" is checked, and click on "OK".
If this does not solve your problem, please continue onto the Playback Quality Problems section.
Symptoms: Audio only with black video when there should be both, or frequent rebuffering
More often that not, we find that this complaint is usually a result of incorrect player settings. Please check to confirm that your Windows Media Player is properly configured for your Internet connection speed, and they have not reverted to a lower speed connection:
1. Open the "Tools" Menu item, Select "Options"
2. Click the "Performance" tab
3. Select "choose connection speed" and choose the appropriate connection
speed.
(If you are on a high speed residential Internet connection, you should probably
select one of the Cable / DSL selections)
After confirming that you have the correct performance settings, if you are still experiencing poor video, it may be a result of Internet congestion in your area, which you will need to take up with your ISP. You can check your actual Internet connection speed by doing the following. With Windows Media Player open and running (i.e., playing the Stream), open the View menu and select "statistics". When the statistics window opens, it will indicate your "network or Internet connection". If the value indicated is less than 300 kbps, you will be unable to play the High Bandwidth stream at full quality and should continue on to the next step (Playback Quality Problems - Test your Bandwidth).
If you are not getting any error messages the problem may be bandwidth related. Even the best Internet connections can be troubled by bandwidth issues from time to time, a bad switch or an overloaded router at any one of the potentially many Internet nodes will result in overall performance issues. You may wish to test your connection the next time you are having this difficulty. You can test your bandwidth at the following site:
http://bandwidthplace.com/speedtest/
In order to play high bitrate streaming video, you will need at have
at least as much bandwidth capacity as the stream you are trying to view. If your connection is less than expected, you should contact your Internet Service Provider.
From what you have indicated about your computer hardware and Internet connection, you should not have any difficulty playing the high bandwidth streaming video. Nevertheless, your symptoms are consistent with some kind of bandwidth or protocol restriction. It may be possible to address this by making adjustments to your Windows Media Player settings:
1. Please open Windows Media Player. On the "Tools" menu, select
"Options".
2. Click the "Network" tab to see your current protocol configurations. Are
all 4 protocol checkboxes selected? If so, try disabling the checkbox for
UDP. If UDP is not selected, try selecting it.
3. Once you have made this change, click OK, close Windows Media Player,
then try to play the stream again.
Increasing the Buffer time can allow the player to download more content before displaying the video and audio signal. CAUTION: This will increase the time it takes for streaming media to load.
1. Please open Windows Media Player. On the "Tools" menu, select
"Options".
2. Click the "Performance" tab and select the "Buffer" radio button under the
"Network buffering" heading.
3. Increase the network buffer time to 10 and re-test the streaming media
content. Continue to increase this value in increments of 5 until you reach
60. At this point if the quality problems still exist return the radio button
to "Use default buffering" and continue on to the next step.
Please do the following the next time you are viewing the live stream (Windows users only):
Open the "Run" Window (from the Start Menu) Run the command "cmd"
(without the quotes)
When the black window opens, type the command
"netstat -n"
This will show a list of all current connections to the computer, and it will help us find out which servers is being used. The number to look for will be in the "Foreign Address" column and it will end in "554". If no 554 is there, it is likely that there is a firewall issue, or protocol restriction.
Record the IP address before the '554'.
Type "tracert (ip address from above)"
Select all of the results (Right Click the blue Bar of this window, Select "Edit -> Select All", Right Click the blue Bar again, Select "Edit -> Copy")
Paste this into an e-mail and send this information back in your reply to INSINC tech support, or send this information to techsupport@insinc.com with a reference to the stream you are trying to view.
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