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.
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 Web site. 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.
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.
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).
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.
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.
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 Computing Help
Desk for assistance.
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 Computing Help
Desk of the service interruption.
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.
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 Computing Help Desk.
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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