Test Media Player

Use the following steps to determine if your computer is compatable with the ArcLearn service and to troubleshoot any problems that you might be experiencing. Start by clicking the top question and follow instructions.

Does my computer meet minimum hardware and software requirements?

One needs a computer that meets the following minimum requirements:

1. Windows

   • Windows XP with Service Pack 2, or Vista or Windows 7
   • Internet Explorer 7.0 or higher; or Firefox 2 or higher
   • 1.2 GHz processor
   • 1 GB RAM
   • Microsoft Silverlight 4 or higher (free download if not installed)

2. Macintosh

   • An Intel-based Mac with OS 10.4.8 or later
   • Safari 3 or higher; or Firefox 2 or higher
   • 1 GB RAM
   • Microsoft Silverlight 4 or higher (free download if not installed)
3. An active broadband connection to the Internet.

If you have not already done so, click on "Can my computer successfully stream and play video?".

Can my computer successfully stream and play video?

ArcLearn supports both Microsoft Silverlight and Microsoft Media Player.  Silverlight has greater compatibility and an improved viewing experience.  Silverlight is recommended.

1. Click on this button   Smooth Streaming   to play a test video using Silverlight:   Does it play?
   
   
   • If so, congratulations! Your computer is compatible with ArcLearn!
   • Otherwise, click on the Go Get Silverlight button;   Go Get Silverlight   you will be directed to a Microsoft site in another browser tab or window.  The website will determine if you have Silverlight installed and, if so, what version. Version 4 or higher is required. If the test video does not play, you should install Silverlight. Instructions are provided.  Please note: Vista and Windows 7 users must have administrative privileges to install Silverlight.
     


2. If you are unable to install Microsoft Silverlight, you should do the following tests to determine compatability with Microsoft Media Player: first, check to see if you can play unprotected video correctly. Click here to test:   Media Player Test    Does it play?
• If not, please go to Streaming Media Troubleshooting.
• If it does play, there is one more step: To test your ability to play DRM protected video, click here:    Digital Rights Management    Does it play?
• If not, please go to DRM Troubleshooting.
• If it plays, congratulations! Your computer is compatible with ArcLearn!


3. All downloads of media files in ArcLearn are WMV files that must be played with Media Player. If you are doing both streaming and downloading, you will necessarily need to verify compatability with Microsoft Media Player. In this case, follow the instructions in point two above to verify compatibility.
   
   Try testing the download:        Download
   Save the file to your PC; your desktop is a good choice.
   
   Step two: When the download is complete, double click
   on the PC file.  
   
   notes: Internet access is required to validate the license.
   Downloads do not support Macintosh or iPad.
   This download is 70MB in size.

Streaming Media Troubleshooting

Step one: Are you working on a local network? If not, go to step two. In this step, you need to determine if the issue is with your PC or common to all PCs on your network. Go to one or two other PCs in your group. Try to play the Medium Resolution video on the Test Media Player page. Do other PCs work?

If other computers are working fine, you should try to download a new version of Media Player.

Step two: It could be that your network is blocking certain "protocols"; let us change your Media Player settings to a basic protocol. Click on Start, then All Programs, and then Windows Media Player. Do you see the menu at the top with File, View, Play, Tools? If not, right click on the Windows Media Player icon at the very top, left of the window. Click on Tools and then Options. Click on the Network tab. Uncheck the check boxes that says "RTSP". Verify that the check box that says "HTTP" is checked. Click on OK. Now, try to do the Medium Resolution test again. Does it now work? Step three: Right click on the black video screen. If “Error Details” is enabled, you have an error. If the error is the file is not found, you are not connecting to the Internet properly. This could be a problem with a proxy server if you have one, or this could be another problem with your Internet connectivity. See your local support people for assistance.

DRM Troubleshooting

DRM is a Digital Rights Management scheme developed by Microsoft to protect video and audio from unauthorized and illegal usage.

Click here to go to the DRM Troubleshooting page.

Does my local company network inhibit my playing of streaming media?

Possible issue: Your IT people could configure the firewall to trap and discard video. If this is the case, there is nothing that you can do other than to contact the IT folks to find out if this is being done. They may be able to open up the firewall to the ArcLearn service without compromising any security that they might have in mind. Ask them.

Additional resources: Your IT folks may wish to consult our Firewall Assistance page. Click here to go to this page.

I need to download an new or updated version of Media Player.

If you have any difficulty, the easy first step is to click on the Windows Media Player logo to download and install the correct version of Media Player for your computer. You will be directed to the Microsoft web site and guided through the installation.



If the video still does not play, be sure to follow the troubleshooting step above for assistance.

Other General Troubleshooting Questions and Answers

How do I determine the version of my Media Player?

In Windows, click on Start and then Run. Enter “wmplayer” and press ENTER. Windows Media Player will start if you have it installed. Click on Help and About Windows Media Player. The version will be displayed. Be certain that you have version 7 or higher. Otherwise, click on the Windows Media Player icon above to install.

What if my Video Does Not Play?

Right click on the black video screen. If “Error Details” is enabled, you have an error. If the error seems to be that the file is not found, you are not connecting to the Internet properly. A likely problem is a Firewall Problem. See Firewall Assistance

If you are NOT using Media Player version 9 or greater, your problem may well be that the codec (decompression) software is not current. To update your Media Player to the current codec software, go to http://www.microsoft.com/windows/windowsmedia/format/codecdownload.aspx to download the proper updates for your version of Media Player.

I am using Mozilla Firefox and having troubles with the video.

A current version of the Mozilla Firefox plug-in for Media Player will fix problems such as a) the video will not play, b) the video quality is poor, c) the bookmarking feature does not work, and more. To install the Mozilla Firefox plug-in for Windows XP and Vista, go to http://port25.technet.com/pages/windows-media-player-firefox-plugin-download.aspx.

What are the proper Media Player network settings for me?

The answer depends upon your Internet firewall. See Firewall Assistance

There are three methods of streaming video; 1) RTSP real time streaming protocol, 2) MMS Microsoft Media Server protocol, and 3) HTTP. The server is configured to try RTSP first, then MMS, then HTTP.

In your Windows Media Player, click on tools and then options. Click on the Network tab. The default settings are probably the best. There should be check marks for UDP, TCP and HTTP.

However, if your network uses a Proxy Server, additional setting are needed. For each of the three protocols, you can set the proxy settings to your proxy server.

I hear the audio but there is no video. The video panel is either black or green.

This behavior can happen especially with old or outdated video drivers on your PC. First, check to see if there is an updated video driver from your video driver manufacturer. Or, try the following as a workaround.

1. Click on the Start button on the task bar to display the start menu.
2. Click on Programs and select Windows Media Player.
3. Once Windows Media Player opens, click on Tools (make sure the Windows Media Player window is maximized to view the "Tools" heading) and click Options.
   In MP11, get to Tools by right clicking on the small Windows Media Player icon in the very top, left on the screen.� Click tools and then Options.
4. Click on the Performance tab.
5. In the Video Acceleration area, drag the slider to the middle. Now check the video quality in ArcLearn. Your problem should be solved.
   (If you are not able to drag the slider, click the Restore Defaults button to enable the slider).
6. If the problem persists drag the slider all the way to the left. This setting should work with most video hardware.

Is my Internet Connection fast enough?

Your connection speed is important and your speed is dependent upon others who share your connection. We find that you will need about 300Kbps for medium quality (320x240) and 900Kbps for high quality (720x480) video. For example, if your organization has a T1 line, you have a 1400Kbps speed connection; but, if there are others using this connection then you will not be using the entire speed. You share with others making your effective speed lower.

Try the Speed Test to check your download connection speed.

What if the Color Does Not Look Right?

The videos will look best if you are using 32 bit color if at all possible. Otherwise, use the highest color setting available with your video card. On your desktop, right click and go to Properties. Then, Settings.

I am not getting sound from the videos. What could be causing this?

Verify that sound is working properly on your computer. Click here to play the Microsoft Sound test. If this does not play, you need to verify all of your sound settings and possibly have your computer serviced.

How can I correct Ragged and Uneven Video?

This is the result of a slow computer or a slow Internet connection. You may be using a High Quality (high resolution) which your computer just can not handle. Or, your Internet connection is overcommitted with traffic from other users. Use the Test Video page to test your computer’s ability to view steaming video.

What is a "codec" and do I need any special ones?

A codec is software for translating the video and audio to what you see and hear. Training Right Now uses standard Microsoft codec software that is installed with Media Player Version 9 or higher. If Media Player senses that it needs codec software to play a video, it will be downloaded from the Microsoft site automatically (you may be asked to confirm the download).

If you are NOT using Media Player version 9 or greater, your problem may well be that the codec (decompression) software is not current. To update your Media Player to the current codec software, go to http://www.microsoft.com/windows/windowsmedia/format/codecdownload.aspx to download the proper updates for your version of Media Player.

I get very poor quality or excessive buffering or freezing while "Buffering", "Waiting", or "Connecting".

This may be caused by some cable or digital subscriber line (DSL) modems that use Network Address Translation (NAT). Some NAT devices do not properly forward UDP packets. A similar behavior may be caused by personal firewall software.

To resolve this problem, make sure that UDP protocol is disabled for the Windows Media Player on the client computer. If UDP protocol is disabled, the player connects to streaming content through TCP or HTTP.

To disable the UDP protocol, follow these steps in the Windows Media Player:

1. On the Tools menu, click Options.
2. Click the Network tab.
3. Under Protocols, clear UDP.