Discovery Education unitedstreaming




 Discovery Education
   unitedstreaming
Troubleshooting Guide


       Updated: Se...
Discovery Education unitedstreaming




1. Cannot login to unitedstreaming

Cause
There are several possible causes for th...
Discovery Education unitedstreaming


       The Blocktime Editor tool can be activated by accessing the unitedstreaming A...
Discovery Education unitedstreaming


4. You hear audio but no video

Cause
There are several possible causes for this:
  ...
Discovery Education unitedstreaming



You have not enabled the media player to view full screen, or you are viewing the v...
Discovery Education unitedstreaming



Refer to Appendix A of this guide to delete your computers cookies/cache. If this d...
Discovery Education unitedstreaming


   4. Refer to Appendix B
   5. Refer to Appendix B


10. Closed captions do not dis...
Discovery Education unitedstreaming



Cause
There are several possible causes:
   1. You do not have external speakers
  ...
Discovery Education unitedstreaming


   3. Change your TV settings to “video” mode. You may wish to contact your school’s...
Discovery Education unitedstreaming



Resolution
Please contact your Implementation Representative at 800-323-9084 for mo...
Discovery Education unitedstreaming


19. Unable to view Interactive Training

Cause
Pop-Up Blockers are enabled, preventi...
Discovery Education unitedstreaming


Always Allow pop-ups from these sources. This list shows all the sites from which yo...
Discovery Education unitedstreaming




19. When projecting video, a black box appears instead of video

Cause
Your video ...
Discovery Education unitedstreaming


20. Unable to log into unitedstreaming despite correct
username/password

Cause
Ther...
Discovery Education unitedstreaming



Appendix A: Clearing Web Browser Cookies and Cache

Clearing Cookies and Cache in I...
Discovery Education unitedstreaming


Clearing Cookies and Cache in Internet Explorer 5 (Mac)
       1. In Internet Explor...
Discovery Education unitedstreaming




Appendix B: Enabling Closed Captions


Enable Closed Captions in unitedstreaming
 ...
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Discovery Education unitedstreaming Troubleshooting Guide

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Discovery Education unitedstreaming Troubleshooting Guide

  1. 1. Discovery Education unitedstreaming Discovery Education unitedstreaming Troubleshooting Guide Updated: September 1, 2006
  2. 2. Discovery Education unitedstreaming 1. Cannot login to unitedstreaming Cause There are several possible causes for this: 1. You do not have a unitedstreaming username and password 2. Your account has expired 3. Your account has been archived 4. You are using an incorrect username or password 5. Your computer is using the incorrect refresh rate setting, or there is a cookie/cache problem 6. Your school/district may have a network cache Resolution For causes 1 – 4 please contact your implementation representative at 800-323-9084. For cause 5 refer to Appendix A of this guide. For Cause 6 please contact your School/District IT Department and ask them to clear the network cache. It may also be necessary to ask the IT Department to “white list” unitedstreaming from the caching server 2. Video stops and starts while streaming Cause The most common cause of this is buffering. Buffering occurs when your local Internet connection cannot accommodate the number of users accessing unitedstreaming and/or the Internet. Resolution 1. Download the video instead of playing. Streaming is most useful for previewing purposes. 2. If you are an Administrator for your School/District unitedstreaming account, you may also consider the Blocktime Editor tool from the unitedstreaming Admin site. Using Blocktime Editor will allow you to restrict the hours during which videos can be streamed and downloaded.
  3. 3. Discovery Education unitedstreaming The Blocktime Editor tool can be activated by accessing the unitedstreaming Admin site at http://admin.unitedstreaming.com (under Account Manager or Department Information). You also can inquire about purchasing a Network Manager or Local Host, which are two alternatives that will alleviate bandwidth issues. For more information contact your Sales Representative at 800-323-9084. 3. Video has no sound Cause There are several possible causes for this: 1. Speakers are not plugged into the computer 2. The Control Panel volume control is set too low 3. Windows Media Player codecs need to be updated 4. The audio card in your computer is not working 5. The audio on the video itself is not working properly Resolution 1. Check to see if the speakers are plugged into the computer properly. It may be necessary to try to get sound from an alternate audio source, such as a CD. 2. Adjust the volume in the Control Panel - Click on Start > Settings (or Control Panel for XP users) > Control Panel - Double Click on “Sounds and Audio Devices” - Select the “Sounds” or “Volume” tab - Slide the volume bar to high 3. Update the Windows Media Player Codecs - Click on “Help” in the upper-right corner of the unitedstreaming website - Click on “Browser and Plug-In Links” listed under the “Troubleshooting” menu - Click on “Windows Media Player Codec Update” - Follow the instructions on the Microsoft website 4. Contact your IT Department and have them check the audio card for your computer. It is rare that this is broken, but it could be the issue. 5. If the audio on the video itself is not working please contact your Implementation Representative at 800-323-9084
  4. 4. Discovery Education unitedstreaming 4. You hear audio but no video Cause There are several possible causes for this: 1. Your browser is outdated 2. You media player is outdated 3. Windows Media Player Codecs need to be updated 4. If your School/District hosts unitedstreaming content locally it could be an issue with the video on that server 5. There is a problem with your computer’s video card Resolution 1. Update the browser for your computer a. Click on “Help” in the upper-right corner of the unitedstreaming website b. Click on “Browser and Plug-In Links” listed under the “Troubleshooting” menu Under “Browsers” click on the type of browser that you are using c. Follow the instructions on the site from there 2. Update the Windows Media Player a. Click on “Help” in the upper-right corner of the unitedstreaming website b. Click on “Browser and Plug-In Links” listed under the “Troubleshooting” menu c. Under “Video Players” click on the type of player that you are using d. Follow the instructions on the site from there 3. Update the Windows Media Player Codecs a. Click on “Help” in the upper-right corner of the unitedstreaming website b. Click on “Browser and Plug-In Links” listed under the “Troubleshooting” menu c. Click on “Windows Media Player Codec Update” d. Follow the instructions on the site from there 4. Contact your Implementation Representative at 800-323-9084 and they will notify your IT Department of the issue 5. Contact your School/District IT Department and have them look into the issue. It is rare that this is broken, but it could be the issue 5. You cannot view video full screen Cause
  5. 5. Discovery Education unitedstreaming You have not enabled the media player to view full screen, or you are viewing the video in the free version of QuickTime. (In order to show media in full screen with QuickTime you must download QuickTime Pro.) Resolution 1. To enable full screen on the Embedded Media Player (the player on the site itself) - While viewing a video in the Embedded Windows Media Player, click on the “View Full Screen” link on the Embedded Windows Media Player window - If you have QuickTime set as your default player under “Media Settings” or “Preferences” then the option to view full screen will not appear - To leave the full screen mode press the “Esc” key on your keyboard 2. To enable full screen in the stand alone Windows Media Player maximize the window or click “View” then select “Full Screen” 6. The “Play” and “Download” options are not clickable Cause Your school/district account has enabled Blocktime Editor. This feature allows them to restrict the hours that playing and downloading are available to users. Resolution Contact your Implementation Representative at 800-323-9084 to verify that Bloacktime Editor is being configured for the account. 7. You are sent back to the login page after trying to view a video Cause The unitedstreaming website is cached on your computer or on your network. Resolution
  6. 6. Discovery Education unitedstreaming Refer to Appendix A of this guide to delete your computers cookies/cache. If this does not work, contact your school/district IT Department and ask them to clear the network cache if. It may also be necessary to ask the IT Department to “white list” unitedstreaming from the cacheing server. 8. Wrong video plays Cause There is an internal issue with the video on unitedstreaming. Resolution Contact your Implementation Representative at 800-323-9084 and notify them of the issue. They will make the necessary changes. 9. Closed captions do not appear during video playback Cause There are several possible causes for this: 1. The video is not available with closed captioning 2. You have not enabled closed captions on the unitedstreaming site 3. You have not enabled closed captions in Windows Media Player 4. The video and closed caption files were not downloaded correctly 5. The correct closed caption files have not been associated with the video (for downloaded videos only) Resolution 1. If a video is available with closed captions it will have a “cc” icon located below the description of the video. You have the option to search for closed captioned videos by going into the “Advanced Search” and checking the appropriate box. 2. Refer to Appendix B 3. Refer to Appendix B
  7. 7. Discovery Education unitedstreaming 4. Refer to Appendix B 5. Refer to Appendix B 10. Closed captions do not display when playing video in full- screen mode Cause Closed captioning is not always available in full screen when the Embedded Player is being used. In some cases, if you select the “Stand-Alone” option, it may allow closed captions in full screen view. Resolution 1. Refer to Appendix B to make sure that closed captions are enabled on unitedstreaming as well as in Windows Media Player. 11. Projector image is hard to see or doesn’t display completely Cause There are two possible causes for this: 1. Wrong video output mode selected 2. Hardware acceleration settings are too low Resolution 1. Press the “Fn” key and either F5, F7, or F8 on the keyboard 2. Change your hardware acceleration settings a. Right click on your desktop b. Click on Properties > Settings > Advanced… > Troubleshooting c. Slide the Hardware Acceleration bar to the left 12. The video projector works, but there is no sound
  8. 8. Discovery Education unitedstreaming Cause There are several possible causes: 1. You do not have external speakers 2. The speakers are not plugged in 3. The volume is down too low Resolution 1. Confirm that you have speakers and that they are plugged in properly. (If you are not sure, please contact your school’s IT department for assistance.) 2. Adjust the volume on the speakers and also on the computer by using the speaker icon on the lower right hand side of the tool bar 3. Click Start > Settings > Control Panel > Sounds and Multimedia a. Click the Audio tab b. Click the Volume button to ensure all volume levels are set high enough and are not muted 13. Video does not display on TV Cause There are several possible causes: 1. Computer is not connected to TV with proper cables 2. Video acceleration is set too high on your computer 3. TV is not set to “video” mode Resolution 1. Verify that your computer is connected to the TV with an “S” video cable or scan converter. You may wish to seek assistance from your school’s IT department to insure correct set up. 2. Change your hardware acceleration settings a. Right click on your desktop b. Click on Properties > Settings > Advanced… > Troubleshooting c. Slide the Hardware Acceleration bar to the left
  9. 9. Discovery Education unitedstreaming 3. Change your TV settings to “video” mode. You may wish to contact your school’s IT department for assistance. 14. When connected to TV, audio does not play from television Cause This may occur if your video signal is being sent to the TV, but the audio is not. Resolution RCA cables must be used to connect the computer’s audio output to the TV’s audio input. The required cable has a 1/8” male connector (from computer) and male RCA audio connectors (to TV). You may wish to contact your school’s technology coordinator for more specific information. 15. ERROR: “Internet Explorer Cannot Download” Cause This error is caused by a security setting at your network level Resolution Have your IT technician contact your Implementation Representative at 800-323-9084 to troubleshoot. 16. ERROR: “Ready…Ready to begin playing” Cause There are several possible causes. If your school/district uses a Local Host or Network Manager, the server may be off-line or may have been turned off. Your school/district may also have a firewall that restricts you from streaming video.
  10. 10. Discovery Education unitedstreaming Resolution Please contact your Implementation Representative at 800-323-9084 for more information. 17. Windows Media Player gives “Format Unsupported” error Cause You are using an outdated version of Windows Media Player. Resolution Update your Windows Media Player a. Log in to unitedstreaming. Click on “Help” in the top menu bar b. Under Troubleshooting, click on “Browser and Plug-In Links” c. Under “Video Players” click on Windows Media Player d. Download Windows Media Player 10 if you are using Windows 2000 or XP, otherwise download Windows Media Player 9. 18. ActiveX error message Cause An Active X error message is generally related to a “High” security setting in your Internet Explorer settings. A “High” security setting will prevent ActiveX controls from running. Resolution 1. Open Internet Explorer and select Tools > Internet Options a. Click “Security Tab” b. Click on the Internet icon in the window c. Change the security setting to Medium. Click “OK” to finish
  11. 11. Discovery Education unitedstreaming 19. Unable to view Interactive Training Cause Pop-Up Blockers are enabled, preventing the Interactive Training Module from launching. Resolution Pop-Up Blockers come in many forms. Usually they are found in your tool bar. If you are running Windows XP, the Pop-Up Blocker will be installed and enabled, which means it will block most automatic pop-ups. Google Toolbar ↑ If you have a Google toolbar installed, you will need to click on the “site popups allowed” button on that toolbar to allow site pop-ups. The bar is generally located just below the space where you type in the URL for unitedstreaming.com or any website. If pop-ups are blocked, the toolbar will display the number of pop-ups blocked. See below. ↑ Yahoo Toolbar ↑ If you have a Yahoo Toolbar installed, you will need to click on the button indicated above (while at unitedstreaming.com) and click on “Always Allow Pop-ups from.” A window will appear with the following lists: Sources of recently blocked pop-ups. This list shows pop-ups that were blocked during the current browser session. To allow all pop-ups from a website that was recently blocked, highlight the site name and click the Allow button.
  12. 12. Discovery Education unitedstreaming Always Allow pop-ups from these sources. This list shows all the sites from which you have allowed pop-ups to open. It is sorted based on how recently a pop-up was allowed, when you approved it, and then alphabetically by site name. To remove a site from the allowed list, select the site and click the remove button. MSN Toolbar ↑ If you have an MSN toolbar installed, you will need to click on the button shown above when you are at unitedstreaming.com to allow site pop-ups. If pop-ups are blocked, the toolbar will display the number of pop-ups blocked. Windows XP To change popup blocker settings: 1. Open Internet Explorer. 2. On the Tools menu, point to Pop-up blocker, and then click Pop-up Blocker Settings… Internet Explorer Tools Menu. 3. If you want to see popup windows for a specific site, type the address (URL) of the site into the “Address of Web site to allow” box, and then click add.
  13. 13. Discovery Education unitedstreaming 19. When projecting video, a black box appears instead of video Cause Your video acceleration settings need to be adjusted Resolution Open Windows Media Player. Click Tools > Options > Performance Tab. Move the video acceleration bar to the middle.
  14. 14. Discovery Education unitedstreaming 20. Unable to log into unitedstreaming despite correct username/password Cause There are two possible causes for this: 1. Your computer is using the incorrect refresh rate setting, or there is a cookie/cache problem. 2. Your School/District may have a network cache. Resolution 1. Refer to Appendix A of this guide. 2. Contact your School/District IT Department and ask them to clear the network cache. It may also be necessary to ask the IT Department to “white list” unitedstreaming from the caching server.
  15. 15. Discovery Education unitedstreaming Appendix A: Clearing Web Browser Cookies and Cache Clearing Cookies and Cache in Internet Explorer 5 or 6 (PC) 1. Close all running sessions of Internet Explorer 2. Click Start > Settings > Control Panel 3. Double click the Internet Options icon 4. Click the General tab 5. Click the button labeled Delete Cookies, and click OK. Then click Delete Files 6. Check the box labeled Delete All Offline Content, and then click OK at the bottom. Depending on the size and number of files in the Temporary Internet Folder, it may take several minutes to finish the deletion process. 7. Click OK at the bottom of the Internet Properties window when done. Clearing Cookies and Cache in Firefox (PC) 1. Start Firefox. 2. Click on Tools along the top of the browser screen, then Options from the pull-down menu. 3. Click on the Privacy button on the left. 4. Click on the Cache tab and then click Clear Cache Now 5. Click on the Cookies tab and then click Clear Cookies Now Clearing Cookies and Cache in Safari 1. Start Safari 2. Click Sarari > Preferences 3. Click on Security and then Show Cookies 4. Click Remove All 5. Click Safari and then Empty Cache 6. Click Empty in the confirmation window
  16. 16. Discovery Education unitedstreaming Clearing Cookies and Cache in Internet Explorer 5 (Mac) 1. In Internet Explorer, select Explorer>Preferences 2. Double-click Receiving Files on the left 3. In the dropdown select Cookies 4. Choose all listings where Server is unitedstreaming.com, www.unitedstreaming.com, and www5.unitedstreaming.com and click Delete 5. In Internet Explorer click Edit and then Preferences 6. In the Web Browser section on the left side, click Advanced 7. In the History section on the right side of the window, click the Clear History button 8. Click OK at the bottom of the Preferences window Clearing Cookies and Cache in Netscape 4+ (Mac) 1. Start Netscape 2. While the browser window is active, click on Edit, then Preferences from the pull-down menu. 3. In the Preferences window, click on Advanced on the left side, expand the selections for more options, and click on the Cache option 4. On the right side of the Preferences window, click on Empty Disk Cache Now 5. You will receive the warning message "This will remove all the files currently in your disk cache. Continue?" Click on OK to confirm
  17. 17. Discovery Education unitedstreaming Appendix B: Enabling Closed Captions Enable Closed Captions in unitedstreaming 1. Click on “Preferences” 2. Scroll to the bottom of the screen to “Media Settings” 3. Select the box next to “Enable Closed Captioning” 4. Click on “Save Changes” 5. This change can also be made by clicking on “Show Media Controls” below the video player Enable Closed Captions in Windows Media Player 1. Open Windows Media Player by selecting Start > Programs > Windows Media Player 2. Select Play > Captions and Subtitles 3. Select On If Available. 4. (Additional step for Windows Media Player 10): Select Tools > Captions and Subtitles. Then click the Security tab and check the box next to “Show local captions when present” 5. Restart the Windows Media Player Downloading Video and Closed Caption Files 1. Create a folder for downloaded files on desktop 2. Login to unitedstreaming. 3. Save the video file into the folder created on the desktop. 4. Save the Closed Caption file in the same folder by right-clicking on the “CC” icon next to the video and selecting “Save Target As” Make sure both the video and closed captioning file names are identical, excluding the file extension.

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