Troubleshooting Media Playback
Test Streams
Click the images below to view a test clip in the selected media format to ensure that you will be able to play streaming media clips. The video quality of the test clip may be poor to service the broadest audience for testing.
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Tips and Pointers
Below are the most common fixes to issues that cause problems while trying to view a streaming file. If after checking each of the items listed below you are still having problems viewing streams, please submit a BrowserHawk diagnostic report.
- Make sure your player and browser are updated to the newest versions
- Empty your browser's cache/temporary files
- Ensure you are not being blocked by a firewall
- Disable all proxy settings unless specifically required by your ISP
- Confirm the correct connection speed is selected within the player
- To view secure RealMedia clips, you must have the DRM plug-in installed.
RealPlayer Settings & Extended Functionality
Please visit our RealPlayer Best Practice Settings page for instructions on how to change the most commonly needed settings such as connection speed, captions, and DRM.
BrowserHawk
Browser Hawk is a diagnostic tool that examines your browser, installed media players and other aspects of your computer and submits a report to Media Services so that we may better diagnose and resolve any problems you may be experiencing. You will be able to see the information BrowserHawk is submitting before sending the report.
Please make sure you include your name, email address, a description of the exact problem you are experiencing, and the URL if applicable.