Title
Troubleshooting Guide
I can hear audio but the video remains black
Try refreshing your web browser window by clicking Ctrl + F5 (together) on your keyboard and/or watching the live stream in a different web browser. We recommend closing any non–essential applications while you are watching the live stream.
I can't hear anything (or the sound is very faint)
If you are using a desktop computer with external speakers, verify they are plugged into a power outlet if necessary, turned on and up, and connected to the audio port of your computer. If you still can’t hear any audio check your system volume settings and the volume on the media player. If your system is properly set up try adjusting the system volume settings:
Click Start, Settings, then Control Panel.
Double–click on the Multimedia Icon.
On the audio tab, turn up the volume.
If it is greyed out this indicates the system is not configured for sound. If you have turned up the volume on your system and speakers, then try turning up the volume on your media player.
Open the Windows Media Player and look for the speaker icon.
Next to the speaker icon is a slide bar for volume control.
Or right click anywhere on the Windows Media Player and look for volume in the list.
If you are viewing a 'video' event, right click on the video and you will get the tool bar for volume.
If the sound is still faint, try using headphones.
Which browsers are supported?
|
Browser |
Version |
Notes |
|
Microsoft Edge |
40+ |
Using the latest version is
highly recommended |
|
Firefox |
Latest |
Firefox automatically updates
itself to the latest version, although prior versions should work, only the
latest is tested. |
|
Chrome |
Latest |
Chrome automatically updates
itself to the latest version, although prior version should work, only the
latest is tested. |
|
Safari |
6.0+ |
|
|
Safari iOS |
6.1+ |
Console is not supported for
mobile devices |
|
Android mobile 2 |
4.3+ |
Console is not supported for
mobile devices |
To determine the browser version installed on your computer complete the following steps:
Open the browser.
Click the Help menu.
Click About.
Users who access Viostream using an
unsupported browser will be notified via a banner at the top of the page.
For further information on technical browser and device information please visit the Viostream help page.
What operating systems are supported?
Windows XP (with Internet Explorer, Firefox or Safari)
Windows Vista (with Internet Explorer, Firefox or Safari)
Windows 7 (with Internet Explorer, Firefox or Safari)
Windows 10 (with Internet Explorer, Firefox, Chrome or Safari)
Apple Mac OS X (with Safari or Firefox)
Ubuntu Linux (with Firefox only)
If you are using older or unsupported versions of Windows, Linux, or Mac operating systems you may experience difficulty in viewing and/or listening to the webcast.
I received a message that the webcast is not available in my region
Try refreshing your web browser window by clicking Ctrl+F5 (together) on your keyboard and/or watching the live stream in a different web browser e.g. Chrome, Safari, Firefox etc. We recommend closing any non–essential applications while you are watching the live stream.
If you are working within a company network and do not have any installation rights you must ask your network administrator.
How do I know if a webcast has started?
Due to unforeseen circumstances a live stream may not have started on time. Please be patient and try refreshing your web browser window by clicking Ctrl+F5 (together) on your keyboard and/or watching the live stream in a different web browser.
On–demand version
On–demand versions of almost all live stream events are available soon after live events conclude. Depending on circumstances the on–demand version is usually available about a week or so after an event.
Further information
Your work or private network may not allow live streamed media to be received. While we aim to ensure all viewers can access live webcasts we can’t guarantee your network connection will allow you to receive them.
If your test is unsuccessful we recommend you consult your network administrator or an IT expert, however the nature of webcasting means there are some technical issues over which we have no control.