Troubleshooting Streamed Events
Watch Streamed Events Online: online.gonzaga.edu/streaming
For Technical Assistance during the live event, please call: (509) 981-6883 or email: email@example.com
TOP 3 TROUBLE SHOOTING TIPS: On a desktop/laptop: (Mac or PC)
1. Text reading “Loading the player...”
- Update the computer’s Adobe Flash Player
- Link: http://get.adobe.com/flashplayer/
2. Picture freezes
- Refresh your browser or try a different browser
- Recommended browsers (in this order) Chrome, Firefox, Safari, Internet Explorer
3. No audio
- Check the mute button on the lower right of the video player.
- Check your speakers and your computer’s mute button.
TOP 3 TROUBLE SHOOTING TIPS: On a mobile device:
- Make sure the web address is accurate (case sensitive)
- Reload the page (4G connections often take several times to connect)
- For iPhone 4’s, hold down the ‘play’ button for 5 seconds
- Reload the page (make take several times for Apple devices)
3. Samsung Galaxy & newer Androids
- For devices running ICS operation system, and do not allow manual Flash Player updates, please use the special web address for viewing the Gonzaga live stream:
Additional Troubleshooting assistance for viewing channels
Still unable to view the stream on your iPhone or iPad
We recommend buying a third party app called “Skyfire” to enable your device to view a Flash live stream. You may purchase this app here: http://itunes.apple.com/us/app/skyfire-web-browser-flash/id384941497?mt=8
Video Playback is Choppy, Video is Lagging
Most of these issues are caused by either the broadcaster's internet connection, or the internet connection you are trying to watch on. We recommend doing a speedtest at speedtest.net Most broadcasts are in the range of 300kbps to 2Mbps. If your connection or the broadcaster's connection is too slow, you will experience issues with choppy or lagging playback.
Sound is too quiet or too loud, no sound at all
Check the volume control on the video player (this is in the lower right hand corner below the video). Check the volume on your computer itself. If you still have audio issues, it is most likely a problem on the broadcaster's end.
No player loading at all, jittery video, fully white or fully black screen where video is supposed to be:
Make sure you have Adobe Flash Player installed and updated on your computer: http://get.adobe.com/flashplayer/
Black screen with spinning white wheel:
Try refreshing your page. If problem persists, broadcast may be off air, but broadcaster did not fully disconnect. If problem is consistent for you, please submit an email to let us know – firstname.lastname@example.org if possible, include your geographic region or IP address as well as the channel URl you are trying to watch in your support inquiry.
Video Stops partway through:
Try refreshing your page. If problem is consistent for you, please submit a support ticket to let us know -- include the recorded video URL in your support inquiry.
Allow 3rd party Flash cookies to be stored on your computer
Clear your third party flash cookies, and make sure they are allowed. Here's how:
1. Go to your Website Storage Settings Panel http://www.macromedia.com/support/documentation/en/flashplayer/help/settings_manager07.html
2. Click Delete all sites. Note: this will delete all flash cookies for sites that you have visited. For more information on flash cookies, please read here http://www.aboutcookies.org/default.aspx
3. Then, go to http://www.macromedia.com/support/documentation/en/flashplayer/help/settings_manager03.html
4. Click the box next to "Allow third-party Flash content to store data on your computer".