Why won't the video play? Why can't I access the videos? How can I check my Windows Media Player version? Why won't the slides appear/change? How do I set Windows Media Player to work through a firewall? The video is playing but there is no audio: The course content on the page has not been updated: How do I clear the cache on my browser? Why do I receive the error: HTTP Error 404? Why does the video rebuffer while I am watching the videos? How do I change the buffer time in my Media Player? How come when I click on an icon to launch a session nothing happens? I have successfully downloaded the "Printable Slides" from a session however I cannot view them. My course has included assessments however I cannot access them. How come in the area where the timecode is generally displayed I only see "Buffering"? How come after successfully logging in, when I click the link to access my course videos, it seems like nothing happens and I remain on the same page?

Software Installation Tech Support   Password/Login   Setting Up   Viewing Video   Troubleshooting Feedback Form

		Why won't the video play? Be sure that you have downloaded and installed the most recent version of Microsoft's Windows Media Player. See our system requirements page. If you are behind a firewall ensure that you have correctly set-up the proxy within the Media Player. (How?) Determine whether it is Stanford Online or the set-up of your player by visiting another site. There should be an embedded video file playing. If you are able to play videos with Windows Media Player at another site but not ours, send us a Help Request. If you are unable to view the video at another site, please make sure you have Windows Media Player installed.

		Why can't I access the videos? Only the Demos and Online Seminars can be accessed without a login. If you are registered in a course and your login is not working, contact SCPD Technical Support via email at scpd-online-support@lists.stanford.edu.

		How to check Windows Media Player version: Windows: Launch the Media Player Select "Help" --> "About Windows Media Player"

		Why won't the slides appear or change automatically? In order to enable the slides, scripting must be enabled within Windows Media Player: Windows: Launch the Media Player Click "Tools" --> "Options" --> select the "Security" tab Make sure "Run Script Commands when present" is checked.

		How do I set Windows Media Player to work through a firewall? Windows Launch Windows Media Player Click "Tools" --> "Options" --> select the "Network" tab In the "Streaming Protocols" box, uncheck all and leave only "HTTP" checked Underneath that, in the "Streaming Proxy Settings" box, select "HTTP" and click "Configure..." In the "Proxy Settings" box that appears, make sure "Use the proxy settings of the Web browser" is selected or if you know your proxy settings, enter the proxy address and port Then click OK and OK again to close the "Options Box"

		The video is playing but there is no audio: Ensure that it is not just that particular video that has no audio by trying to view another video. If there is no audio for any of the videos there may be a problem with the Media Player. Make sure that "Mute" is not enabled on your system or on the Media Player. Right click on the video and select "Volume" and make sure "Mute" is not checked. On your machine check to make sure your machine's sound is not muted Make sure the volume on your machine is turned up. Check the audio settings on your machine or speakers Make sure that it is not your machine that does not have audio Ensure that your machine has an audio playback capabilities and your speakers or headphones are hooked up properly If you have a cd-rom drive/dvd player on your machine, try inserting a music cd and playing it. Try downloading a sample music file and play it. Make sure the codecs are installed: Click "Start" in the bottom left corner of your computer screen Click "Settings" Click "Control Panel" Choose "Sounds and Multimedia" Select the "Hardware" tab Select "Audio Codecs" then the "Properties" tab Ensure the "Windows Media Audio" codec is installed If the codec is not installed, you can either reinstall Windows Media Player or try installing the codecs package only.

		The course content on the page has not been updated: Your browser has most likely cached an old page. Try clearing the cache. If clearing the cache does not work submit a Help Request

		How do I clear the cache on my browser? Windows: Internet Explorer: Click "Tools" --> "Internet Options" --> "General" -->under "Temporary Internet Files" click "Delete Files" --> "OK"

		Why do I receive the error: HTTP Error 404. The Web server cannot find the file or script you asked for? The link that you have tried to access is probably broken or invalid. Try clearing the cache. If clearing the cache does not work submit a Help Request and include the url of the page that you are trying to access.

		Why does the video rebuffer while I am watching the videos? Rebuffering is most often due to lost video packets during transmission of video from the video server to your player. This usually results from network congestion or not having a high enough network connection to view the given videos. Changing the Buffer time in the Media Player may reduce the frequency of the rebuffering.

		How do I change the buffer time in my Media Player Windows Media Player: Launch the Media Player Click "Tools" --> "Options" --> select the "Performance" tab Under "Network Buffering" check "Buffer" --> enter "30" for "seconds of data" -->"OK"

		How come when I click on an icon to launch a session nothing happens? The interface in which the video sessions are displayed is launched via Javascript. If you have pop-up blocker software installed on your machine, your software is probably preventing the video interface from launching. By temporarily disabling the pop-up blocker you should be able to successfully launch the video sessions. - Holding "Ctrl" while clicking on a video launch icon may help as well.

		I have successfully downloaded the "Printable Slides" from a session however I cannot view them. The majority of downloadable documents are in .pdf format. You will need to download and install Adobe Reader to successfully view the downloaded files.

		My course has included assessments however I cannot access them. Some assessments require a login. Ensure you are using your assessment login that was included in your registration materials. Your assessment login may differ from the login you use to access the content. If a login is not required simply enter your First and Last name in the prompt box. - If you still cannot access your assessment send an email to scpd-online-support@lists.stanford.edu.

		How come in the area where the timecode is generally displayed I only see "Buffering"? You should be able to correct this problem by simply refreshing your browser. If a simple refresh doesn't work close the video interface and relaunch.

		How come after successfully logging in, when I click the link to access my course videos, it seems like nothing happens and I remain on the same page? Some of our course pages utilize an HTTP_REFERER Script which requires a user to visit an entry page before passing onto a successive content page. In order to access those pages that are set-up in this manner, references to HTTP_REFERER need to be unblocked. Some Internet Security applications such as Norton Internet Security (NIS) block HTTP_REFERER by default during installation. You may unblock HTTP_REFERER blocking by following the appropriate instructions below. If you are using a security application not listed below, please consult its documentation for instructions for unblocking HTTP_REFERER. Norton Personal Firewall Open Norton Internet Security. Click Options. Click Internet Security (Personal Firewall). Click Advanced Options. Click on the Web tab. Click Add Site. In the new site dialog, enter "http://scpd.stanford.edu" and "http://stanford-online.stanford.edu" for the URL of the site that you want to receive the referrer information and click OK. Click the name of the new site, which appears in the left frame of the Advanced Options window. Click the Privacy tab. Check the "Use these rules for..." box. Change the Referrer from "Block" to "Allow." Click Apply, and then click OK. Click OK to close the Options window. McAfee Privacy Service Right-click the red "M" icon by your system clock. Click "Privacy Service." Click "Options." The McAfee Privacy Service window appears. Click the "Cookies" tab. Enter each website address from which you would like to allow cookies. Click "Add." Once completed, close the window. Zone Alarm Pro Open Zone Alarm Pro by double clicking on its icon in the system tray. Click on "Privacy." Slide the "Cookie Control to Off."