Video Issues

Troubleshooting

Here are some things you might try to fix the issue you're having
viewing videos:

It may be your connection speed or type, your browser settings, other programs running on your computer, or just a problem with your ISP.

As our site is secure unlike most public sites, you may have to adjust your security settings and check to see if any firewalls are preventing you from watching videos. 

Internet Explorer Users:  If IE asks you "Do you want to view only the webpage content that was delivered securely?", answer NO or the videos will not load. All the videos are streamed from non-secure websites while the MLSP membership sites are secure.

1. Clear your brower's cache & cookies. Close the browser and reopen
before trying to view the video again.  If you're not familiar with
how to clear your browser cache and cookies, here's some information
that will help:

FOR FIREFOX

Clear Cache: http://support.mozilla.com/en-US/kb/How%20to%20clear%20the%20cache?s=clear+cache&as=s
Deleting Cookies:
http://support.mozilla.com/en-US/kb/Deleting%20cookies?s=clear+cookies&as=s
Download here: http://www.mozilla.com/en-US/firefox/fx/
Firefox Support: http://support.mozilla.com/en-US/home

FOR INTERNET EXPLORER

Clear Cache: http://windows.microsoft.com/en-US/windows-vista/Delete-temporary-Internet-files
Deleting Cookies: http://support.microsoft.com/kb/278835
Compatibility View: http://support.microsoft.com/kb/956197
Download here: http://www.microsoft.com/windows/internet-explorer/worldwide-sites.aspx
Support: http://support.microsoft.com/

FOR GOOGLE CHROME

Clear Cache: http://www.google.com/support/chrome/bin/answer.py?hl=en&answer=95582
Deleting Cookies:
http://www.google.com/support/chrome/bin/answer.py?answer=95647
Download here: http://www.google.com/chrome/intl/en/landing_chrome.html?hl=en&brand=CHMB&utm_campaign=en&utm_source=en-ha-na-us-sk&utm_medium=ha
Support: http://www.google.com/support/chrome/

2.  Try clearing your browser cache and cookies, and returning to the
video. Press play to start the video, then pause the playback. Waiting
a few minutes here allows the video to load, so you don't run the risk
in catching up with the unloaded portion. After a bit, just press play
again, and you should be able to get all the way to the end of the
presentation.

3. Make sure you have the most recent version of Flash installed.
Download it here:
http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash

4. If you are using Internet Explorer 8 or newer, please be sure you
have enabled Compatibility View.  Without this option selected,
several features of the MLSP backoffice (as well as other sites) may
not function as designed.  If you don't know how to change
Compatibility View, please see the following:
http://support.microsoft.com/kb/956197

5. Try a different browser program, preferably a freshly installed
one.  Take care not to carry over the settings of your former browser
(you will usually be prompted to do this when installing a new
program).  For example, you can find the most recent version of
Firefox here:  http://www.mozilla.com/en-US/firefox/

6. Reboot your PC and then log back in. Make sure NOT to launch any
other applications except for the browser that you're going to use to
view the video.

7. Power down your modem by unplugging it. Wait 30 seconds and then
plug it back in.

8. If you have a router connected to your modem, unplug both the modem
and router at the same time. Wait for a minute or so, then plug in
your modem first and wait for 30 seconds... then plug in your router
and wait for 30 seconds. Try to view the video.

9. If none of the above help, contact your ISP and let them know of
the problem and see if there is anything on their end that may be
causing the problem, or something that they can do to help.

10. This could be a speed issue if you has a slow
connection/wireless/satellite internet. On some setups, the playback
box won't appear until enough of the video has loaded.... rare, but
may be an issue, especially if you're in a remote location, like some
areas of Australia or New Zealand.

Here is a related article that you may find interesting. You may want
to run a test to see if your ISP is throttling your Internet
Connection. You may want to run a test to see if your ISP is
throttling your use of FlashVideo.

http://www.pcworld.com/article/158552/is_your_isp_throttling_your_internet_connection.html

We wish we could be of more help. Unfortunately, outside of providing
advice, we can't really troubleshoot your system, browser, or
connection setup. If the above doesn't take care of the problem for
you, then you may have to find a local computer tech to give you a
hand to get the problem resolved.

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