** TECHNICAL ADVISORY ** There is a known problem/bug with Windows Media Player version 11 that causes videos to appear compressed when using non-Internet Explorer browsers. See Troubleshooting bullet #4 below |
Troubleshooting |
When I click on a video all I get is a blank screen. |
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This is a problem most often associated with running an older version of a Mozilla Firefox browser. Click here to update your Mozilla Firefox browser and then try again. Alternatively, you can also try using an Internet Explorer browser. |
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I am a current subscriber but I am not given the option to view a full class even after I have logged-in. |
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This is a problem sometimes seen by Internet Explorer browsers and it is caused by the browser's cache getting confused. To fix this, do the following: look at the top of your browser and go to 'Tools' & 'Internet Options'. You will see a pop-up window appear. Under the 'General' tab, go to the Temporary Internet Files section in the middle and click on 'Delete Cookies' and 'Delete Files'. This may take a few minutes. Once complete, also click on the last button called 'Settings' and make sure the checkbox next to 'Automatically' is set. After you have gone through these steps, log back in to our site and try again. |
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| When I click on a video it appears very choppy and/or I can hear the audio but the video is not streaming cleanly. | |
This is a problem typically caused by the use of an older version of Windows Media Player OR insufficient bandwidth to your computer. First, ensure that you are running Windows Media Player version 9.0 or 10.0. Click here to update your player to version 10 (WMP 10). Once complete, try our videos again. If the problem persists, check your bandwidth by navigating to the following link, picking the server labeled "San Francisco", and finding out what the "download" speed is. Click here to start. If the "download" speed is anything under 380 kbps, then it is likely that you will experience problems viewing our videos. Our videos are optimized to be viewed over a broadband internet connection (DSL, cable modem, etc.). These broadband internet providers typically offer minimum download speeds of at least 380 kbps. By streaming our videos at around 300-350 kbps, we stay safely below the minimums guaranteed by the broadband providers. If your test shows a download speed below 380 kbps and you have a broadband internet connection, it may be possible to call your internet service provider and ask them to improve the quality of your internet connection. |
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| When I click on a video it appears "stretched out" or "compressed" | |
This is caused by a known problem/bug with Windows Media Player version 11 (WMP 11) that only affects non-Internet Explorer browsers (e.g. Firefox). Our first recommendation is to avoid downloading WMP 11 altogether (click here to download WMP version 10 instead). However, if you already have WMP 11 installed on your computer, you may do one of three things: (1) use an Internet Explorer browser to view our videos; (2) if you are using a Mozilla Firefox browser, right-click on the video screen and click on "Zoom / Full Screen"; or (3) uninstall WMP 11 and then re-install WMP 10 (follow link above). |
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| I am using a Mac computer. Why am I not able to view the videos? | |
Our classes are designed to be viewed on any PC or Mac platform. Our only requirement is that Windows Media Player be installed on your computer. Some Mac compters do not have this pre-installed on their systems. A free Windows Media Player download for Mac computers is available here. |
Tips for Optimal Viewing |
Disable your screen saver |
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Right-click anywhere on your desktop and click on “Properties” or “Personalize” (if you have Vista). You will then see a “Screen Saver” tab. You will be able to disable or change your screen saver settings here. |
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Hook your computer up to your TV |
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Many computers come with the ability to connect directly to a television. There are also many inexpensive devices that provide this function as well. We suggest you look into the documentation that came with your computer to see if your system has that capability. |
