What to do if the audio doesn’t work properly
If you can’t get any audio at all, check the following:
- Does your system meet the minimum requirements for audio streaming? Check here. Some older computers simply don’t have the horsepower to receive audio streams, and need to be replaced with newer systems. Most Web TV systems are not capable of receiving audio streams.
- Do you have a Windows Media Player, or Real Audio Player properly installed?
If not, go to either Microsoft or Real Audio’s Web Site, download the player, then follow the installation instructions provided. The free version of Real Audio’s player, Real Player 8 Basic is all you need; you are not required to buy their upgraded version. If you need help with installation of Microsoft Windows Media Player, go to Microsoft’s installation help page. For help with installation of Real Audio’s Real Player 8 Basic, go to Real Audio’s help Page. - If you already have a player installed, is it the latest version? Check here. Windows users can identify the version of the player they are currently using by “right clicking” their mouse when it is over the player, and looking at the properties box. Write down the exact version number in the box, and compare it to our supported version.
- If you are using Microsoft Internet Explorer, do you have the security setting at “Medium” or lower? Our audio streams do not work on systems set to high security. If you need to change your security settings, restart your computer completely before trying again.
- If you are listening in your office, is there a firewall, proxy server, or other security system in place that blocks audio streams? You and your network administrator may want to read about firewalls, proxy servers, and how to receive audio streams through them. Go to Microsoft’s general help page, or Real Audio’s help Page, and look for the firewall and proxy server information.
- Generally speaking, remember that any changes you make may not take effect until you restart your computer.
If the audio starts and stops, is muffled or at the wrong speed, check the following:
- The name of the problem when audio starts and stops unexpectedly or in mid show is “buffering.” Buffering can occur for many different reasons, some of which can be fixed, and some of which can’t. If your player is starting and stopping, or losing the signal altogether, your first step is to adjust a couple of settings on your player, as follows:
Microsoft Windows Media Player: Check to be sure your modem is set to operate at the highest possible speed. Then adjust the player’s buffer time. Pull down the “View” menu, select “Options”, and select the “Advanced” tab. Highlight the item labeled “Windows Media” and click “Change” and set the Windows Media buffer to 30 seconds. Then exit and restart the player. Please note that this sequence may be slightly different, depending on what version of Windows Media Player you have installed, but you are looking for the option to change the buffer length. - Real Player 8 Basic: Start RealPlayer 8. Click View and choose Preferences. Click the Performance tab. Move the Playback performance slider to the right. Click OK to save your changes. Please note that the higher you set the performance, the more system resources will be used by Real Player. Finding a setting that balances performance against system resource use is a matter of trial and error. Finally, click View and choose Preferences. Click the Connection tab. There is a button at the bottom that says “Network Time Out Settings.” Click it, and reset the connection time out to 30 seconds.
- Still not working? You have done all you can, and the problem may be caused by network congestion. The Internet is not a direct pipeline from our computers to yours. The audio stream you are attempting to receive passes through many server computers on the way. If there is too much traffic at any of these computers, or any of them aren’t working, traffic jams are created and the signal may be difficult or impossible to receive for a time. Our engineers receive reports about network congestion 24 hours a day, 7 days a week, and work constantly to redirect our streams in ways that make them easier for you to hear. If you are having a hard time hearing the files, we’re truly sorry. Be assured we are working behind the scenes to fix the problem you are having as quickly as possible.
