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Frequently Asked Questions

Will My Older Computer Support InStream and the IP Video Service?

A computer must meet certain minimum system requirements. If your system does not meet these requirements, the service may perform less than desired or not at all. The minimum system requirements to view each service are listed below:

320x240, 2Mbps

Windows 98/2000/XP/Vista

  • Intel Pentium III 850MHz CPU or better
  • Sun JRE 1.4.1 or later
  • Firefox or Internet Explorer 6.0+

Mac OS X 10.2.8 (Power PC)

  • Power PC G3 700MHz or G4 400 MHz or greater
  • OpenGL-capable video card (ATI Rage 128 or Radeon, any nVidia card)
  • Java Virtual Machine
  • Firefox, Safari or Internet Explorer 5.2

Or

Mac OS X 10.4.x (Intel Mac)

  • Java run-time environment
  • Firefox or Safari

RedHat (Intel) Linux 7.3

  • Intel Pentium III 500MHz CPU or greater
  • 24-bit graphics enabled
  • Properly configured and enabled audio card/module
  • Mozilla v0.9.9/v1.2a with Java Plug-in (i.e., v1.4.1)

480x480, 4Mbps

Windows 98/2000/XP/Vista

  • Intel Pentium III 850MHz CPU or greater
  • Sun JRE 1.4.1 or later
  • Firefox or Internet Explorer 6.0 or higher

Mac OS X 10.2.8

  • Power PC G4 867 MHz or greater
  • OpenGL-capable video card (ATI Rage 128 or Radeon, any nVidia card)
  • Internet Explorer 5.0 or higher, or Netscape Communicator 7.0

Or

Mac OS X 10.4.x (Intel Mac)

  • Java run-time environment
  • Firefox or Safari

RedHat (Intel) Linux 7.3

  • Intel Pentium III 850MHz CPU or greater
  • 24-bit graphics enabled
  • Properly configured and enabled audio card/module
  • Mozilla v0.9.9/v1.2a with Java Plug-in (i.e., v1.4.1)

In all cases, the client computer must have network access and a recent Java runtime environment, in most cases available on Sun's website.

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Why Do I Get a Message In My Browser That Says My Platform Is Unsupported?

If you have what is determined to be an unsupported device, the portal attempts to display a helpful message to guide you in resolving the problem. This message means that your platform is unsupported by the viewer. Please review the minimum platform requirements above.

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Will It Work on My System With Multiple Monitors Attached?

Video Furnace added multiple monitor support in system release v4.1.Driver-level support varies widely among video card manufacturers.

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When I Direct My Web Browser to the Portal to "Tune In," Why Does My Browser "Crash" or Show an "Applet unable to Initialize" or Similar Status Message in the Lower-left Corner?

Your Java runtime environment may be obsolete or corrupt. Users of Mac OS X platforms are advised to consider visiting apple.com and upgrading to Apple’s latest MRJ. Users of Windows and Linux platforms should consider retrieving the latest Sun Java run-time environment; see Java SE Downloads.

You may also need to upgrade your browser to the latest version.

If you are running Mac OS X 10.6 you will need to run the application from Firefox.

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When I Try to Connect to a Broadcast Using My Web Browser, I See a Pop-up Message. What Are These Messages and How Should I Reply to Them?

These are security warnings that ask whether you are authorized to load the signed software necessary to automatically provision your computer to view the selected content. These messages are common the first time you select a stream in a browser session. Select the Grant or Yes button to bypass each request, each time. If you do not want to see these messages again, check the Remember this decision or Always trust content or similar option before you select the Grant or Yes button, or select the Always button, depending on the type of pop-up displayed. When you inform the security manager you always want to grant authorizations to the software, the messages will no longer appear when you request to view enabled content in the future.

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Why Do I See the Message, "Unable to Initialize Transport," In the Browser's Status Area?

It means that one or more of the certificate authorizations was not granted. Reload the page to force the browser to ask you for authorization again. You may also need to upgrade your Java Virtual Machine (JVM), Java Runtime Environment (JRE), or Java Runtime Machine (JRMApple) to a newer version.

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Why Does the View Application Display "Retrieving Guide Data," "Waiting for Broadcast," "Tuning In," or "Connecting," Then Do Nothing, or Worse, Tells Me I'm Unauthorized?

The stream may not be available on the network, or your computer system may not be receiving multicast data through or from your network connection or may be blocked by a personal firewall. Multicast is a standard network-based data distribution technology used to broadcast services on the network. If you encounter one of these messages, but never receive the OnGuide data or video, you may have a firewall or another configuration issue that prevents multicast data from reaching the application on your system.

User Not Authorized

If you get a "User not authorized" error after seeing the message "Retrieving guide data," try disabling any unnecessary network adapters and connections (i.e., network bridges, wireless network adapters), then try again.

License Server Not Responding

If InStream cannot communicate with the license server, this message may appear. To resolve this, open the outgoing unicast udp port (specified below) in your personal firewall configuration.

Multiple Network Interfaces

You may encounter problems if your computer is configured to use several different connections to the network, such as a wired 802.3 and a wireless 802.11x adapter. Disable the settings for wireless adapters and try again.

Firewalls

If your computer has a personal firewall, such as Zone Alarm or Black Ice, installed and configured to "Block Internet Servers," you will not receive multicast services, even if your network connection is multicast enabled because an improperly configured firewall will block multicast. To enable multicast on a system with a firewall, you can either disable or remove the firewall software by going to Control Panel->Add/Remove Programs (Windows), or reconfigure the firewall program to Allow Internet Servers in the Option menu. Your firewall must be configured to allow IP addresses to carry the multicast traffic on your network. Also, be sure to allow the following ports: incoming multicast udp ports: 4900 and 4901, and outgoing unicast udp port 4902. Keep in mind that some network services client applications may install firewall software on your client device without your knowledge (e.g., Cisco - IPSec VPN). If you suspect this to be the case, consider opening that application, finding the firewall option and disabling it, closing the application, then try accessing the video services again. If it now works, consider the appropriate configuration of the firewall as mentioned earlier.

Note: Windows XP provides a built-in personal firewall that is disabled by default. If you have not enabled this feature and have no additional firewall software, multicast should not be blocked.

NAT Routers

If your computer is behind a Network Address Translation (NAT) router, you probably will not be able to receive multicast traffic. Check with your support organization if you believe this to be the case.

Linux Users

Verify that your kernel is enabled for IP multicast.

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Why Does It Take So Long to Connect to the Transmission When Using Internet Explorer?

This may be caused by an early version of the Microsoft Java Virtual Machine (JVM). Upgrade to the latest version of the Java Virtual Machine (JVM). The free upgrade is available from Microsoft's website. Or consider upgrading to Sun’s JRE 1.4.1 or later; see The Source for Java Developers.

At times, on the World Wide Web, "helper applications" are loaded on your computer or are attached to your browser without your knowledge. These applications are intended to mine data and provide helpful capabilities. Some of these applications may interrupt or slow down your browser performance. Make sure any such application is not interfering with your browser’s capability or performance.

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What Purpose Do the Controls Serve on the Viewer?

Toward the top-left corner of InStream, you will see the OnGuide/TV button. Clicking on this button toggles between TV mode and the OnGuide program guide mode. In OnGuide mode, the viewer window displays the list of "channels" currently playing and up to two weeks of detailed event information. When the OnGuide view is off, InStream is in TV mode, video appears in full-window mode, and the button reads OnGuide.

The Stop and Play buttons are located next to the onGuide button. Clicking the Play or Stop button starts and stops the video. Right-clicking (Windows/Linux) or control-clicking (Macintosh) the mouse over the Viewer presents a menu with various options to resize, enable closed captioning, etc.

The station logo shows the icon associated with the currently tuned channel, if available, and is located in the middle of the Dashboard controls.

Volume controls are situated immediately to the right of the channel tuning controls and listed from left to right as Mute/Unmute and Volume Slider. The volume slider, located to the right of the mute button, increases or attenuates the volume by sliding the slider control to the right or left. Click the Mute button to mute the audio or unmute muted audio.

Clicking the Cycle Information button displays various status messages.

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Why Is My Viewer So Small?

To view video in full-window mode, click the TV button in the upper-left corner of the OnGuide window or under the video preview thumbnail. To increase the size of the viewer window, right-click (Windows/Linux) or control-click (Macintosh) on the viewer to show a menu with pre-defined viewer sizes. Select the preferred size (small, medium, large, or full screen) from the menu. To toggle between OnGuide mode and TV mode, press [Ctrl-G] (Windows/Linux) or [Cmd-G] (Macintosh).

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Why Does It Sometimes Take a While for the Video and Audio to Restart When I Click "Stop," Then "Play"?

Your computer has to leave and rejoin the multicast group for that service, then re-acquire the stream. This may result in a delay.

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How Long Should It Take for the Video to Start Playing After I Select a Channel?

It should take a few seconds after selecting an enabled channel. A brief delay of a few seconds is normal. If the video hasn't appeared in 30 seconds, there is a problem with your platform, it’s ability to receive the network transmission, or some other problem. It could also mean your system's resources are being used by other applications. Close all unnecessary programs and restart InStream.

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Why Does the Message “Reception: (no broadcast available)…”, “Tuning In…” or “Ready…” Appear Indefinitely in the InStream™ Information Field?

This means that either the requested stream has been interrupted, the stream is not available in the part of the network in which you are located, or for some other reason, the stream cannot traverse your network connection. It is also possible that your personal firewall is blocking multicast traffic as described in another part of this FAQ. If you believe there should be a stream available, contact the IT Service Desk for assistance.

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Why Is the Viewer Showing a Black Screen, Green Bars, or An Otherwise Snowy Display?

If you see nothing in the InStream viewer window when in TV mode and when the information message in the InStream status window shows “Now Playing: …,” then the analog input signal to the video encoder may have been interrupted. Please notify the IT Service Desk of the service interruption.

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Why Do the OnGuide Event Times Appear to Be Off by An Hour or Two For the Program Showing?

The time zone and clock/system time on your computer (Windows/Macintosh/Linux) may be incorrect. Be certain you have set the time zone and the date and time to the appropriate local zone and time; select the daylight savings time checkbox, if appropriate.

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Why Do I Get the Message "Read" or "Waiting for Broadcast" in the InStream Information Window?

This message implies that the expected stream is no longer available or the transmission has completed. If you know this to be unexpected, contact the IT Service Desk.

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Why Is My Video Not Smooth Like a TV?

The streams are placed on the network at a "full motion video" rate (30 frames-per-second). Your version of Microsoft DirectX may not support monitors that are set above a scan rate of 75Hz, or your CPU is taxed by other applications and not enough CPU bandwidth is available for InStream to display full frame-rate video. The following suggestions may help: check your CPU load with the CPU monitoring tool provided by your operating system. If you have surplus CPU cycles available, try to change the scan rate on your monitor to 75Hz. If that doesn't work, try closing some of the other applications you have open. Also, upgrading your system software may help [e.g., Microsoft Update, Direct/X (if used), Apple Mac OS X update, or try a faster computer].

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Does It Work On the Macintosh?

Yes. Currently, InStream supports Mac OS X running on both PowerPC and IntelMac computers. Although, if you are running Mac OS X 10.6 you will need to run the application from Firefox.

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Why Does My Windows Computer "Lock Up" When Video Starts to Play?

Your current graphics card drivers may not handle overlays properly. Upgrade to the latest video drivers for your graphics hardware.

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Why Does My Cursor Flash When the Video Is Running?

Your drivers may not handle graphic overlays properly. Consider changing the properties of your mouse pointer in the Control Panel to the normal pointer and turn off the Enable pointer shadow option.

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Why Does My Browser Crash Instead of Loading InStream, or the Java Applet Loads, But Nothing Happens?

Be sure to install all critical updates; see Microsoft Windows Update.

The Critical Update package may include an up-to-date Java Virtual Machine (JVM) from Microsoft that may fix this problem.

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Last Updated: 8/19/10