Frequently Asked Questions

If you are having trouble viewing the presentation, please check below for a solution.

1. I hear sound but I don't see any graphics or software demonstration.

Review the questions below to help troubleshoot the problem:

1. Are you on a dial-up connection? A minimum requirement for the seminar is a 150Kbps connection. Slower connections will only receive audio.
2. Do you have the correct version of Windows Media Player? You will need Windows Media Player 9, 10, or 11 to view this seminar. To check your version, right click the center of the presentation page and choose About. If you are using an earlier version of the player, download Windows Media Player 9, 10, or 11 from Microsoft's Download Center.
3. Do you have the Microsoft Screen Video Decompressor Codec? To find out, right-click the center of the presentation page and choose Properties. Click the File tab. For Video Codec, check that Windows Media Video 9 Screen is installed. If it is not installed, click Cancel and follow the instructions below:
   
   1. Go to the Microsoft's Download Center.
   2. For Select download, choose "Codecs Installation Packages".
   3. Find the "Codecs Installation Package for Windows Media Player 7.1 or later" that is appropriate for your operating system.
   4. Download and install the Windows Media Player Codecs.
   5. Reboot your computer.
4. Do you have several applications or Web browsers open? Your network may not have enough bandwidth to support viewing the seminar while running other applications. Close any unnecessary applications and extra browser windows to minimize the amount of bandwidth you are using.
2. The presentation is choppy or constantly re-buffers.

You can adjust the buffer in Windows Media Player. This will result in a longer initial download, but will help to provide a smoother presentation stream. To adjust the buffer:

1. Right-click the center of the presentation page and choose Options.
2. Click the Performance tab and under Network buffering type 45 for the seconds of content then click OK.
3. Refresh your browser.
4. Please allow up to one minute for the refresh to complete. If this solution is not successful, please contact your system administrator.
3. The presentation quality is poor.

This happens occasionally with some video cards and LCD displays (e.g., laptops and flat screen monitors). Try increasing your screen resolution to 1280 x 1024.

4. I see the presentation but I don't hear the audio.

Try the following solutions in order until the problem is resolved:

1. Adjust the volume settings on your computer and in Windows Media Player.
2. Refresh your browser.
3. Reinstall the Windows Media Player 7.1 or later codecs package. See FAQ 1 for step by step instructions.
4. Reinstall Windows Media Player 9, 10 or 11 from Microsoft's Download Center or contact your system administrator to do so.
5. The audio is choppy or constantly re-buffers.

You can adjust the buffer in Windows Media Player. This will result in a longer initial download, but will help to provide a smoother presentation stream. To adjust the buffer:

1. Right-click the center of the presentation page and choose Options.
2. Click the Performance tab and under Network buffering type 45 for the seconds of content then click OK.
3. Refresh your browser.
4. Please allow up to one minute for the refresh to complete. If this solution is not successful, please contact your system administrator.
6. The volume of the software demo is very low or poor quality.

The sound can be adjusted in three ways.

1. Windows Media Player has its own volume control. You can right-click the center of the presentation page, choose Volume, and adjust the sound.
2. Set the volume on your computer by clicking the speaker icon next to your clock.
3. Set the volume on your external speakers or headphones.

You may also need to try using external speakers or different sound card.

7. I don't see or hear the presentation.

Try modifying your Proxy Server Settings. To modify the settings:

1. In Internet Explorer, click the Tools menu and choose Internet Options.
2. Click the Connections tab.
3. Click the LAN Settings button.
4. In the Proxy server pane of the Local Area Network (LAN) Settings dialog, uncheck the Use a proxy server option.

If the problem persists, check with your system administrator to see if your organization's firewall is blocking incoming streams.

8. What can my system administrator do to configure our network for the seminars?

We broadcast the presentation using two streaming media protocols: HTTP and UDP. You should not need to make any modifications to receive the stream using HTTP (port 80).

For optimal viewing, we recommend configuring your network to allow UDP streaming. To enable UDP, open port 1755 for incoming and outgoing TCP/IP, and ports 1024-5000 for incoming UDP (only) for ESRI Streaming Server IP address 198.102.62.80.

Using TCP/IP or HTTP instead of UDP connections may cause the presentation to freeze during periods of heavy network traffic. Please reference http://www.microsoft.com/windows/windowsmedia/serve/firewall.aspx and http://support.microsoft.com/default.aspx?scid=kb;en-us;Q189416 for more information.

9. What version of Windows Media Player is required?

You will need Windows Media Player 9, 10 or 11 to view the seminar. To check your version, right click the center of the presentation page and choose About. If you are using an earlier version of the player, you can download the latest version of Windows Media Player from Microsoft's Download Center.

10. I get a "server busy" error.

Try refreshing the page. If the problem persists, try modifying your Proxy Server Settings. To modify the settings:

1. In Internet Explorer, click the Tools menu and choose Internet Options.
2. Click the Connections tab.
3. Click the LAN Settings button.
4. In the Proxy server pane of the Local Area Network (LAN) Settings dialog, uncheck the Use a proxy server option.
11. I get other server errors.

Your configuration for Windows Media Player may be incorrect. In your Windows Media Player under the Help section, search the Windows Media Player Help file for "Setting Network Options."

12. The Technical Help and Ask the Presenter panels look like broken graphics.

These panels should include type-in boxes. If you do not see the type-in boxes, you (or your system administrator) will need to install Adobe Flash Player 9.

To receive responses in the Technical Help queue, your network port 1935 must be opened for RTMP protocol. To test this port:

1. Go to Adobe's Flash Communication Server port connectivity survey.
2. Click Start Tests.
3. Check the result for RTMP 1935. If this test indicates "Failure", have your system administrator open your firewall port 1935 for incoming and outgoing RTMP protocol. Once this port is open, ESRI Virtual Campus staff will be able to respond to your technical help questions.

Recorded Training Seminars

Couldn't attend a live seminar? See a list of recorded seminars.

First Time Attending?

View instructions on how to attend the seminar and test the sample presentation.

Related Links

View a schedule of upcoming Live Training Seminars.

Read the FAQs about Live Training Seminars.

 I always pick up new information to work smarter not harder. 

Judith Needham, Arizona
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