University of Florida

The Video Player buffers the video but the video never loads?

First make sure you are using Internet Explorer 6 or higher and Windows Media Player 9 or higher. If you meet these requirements, go through the following suggestions.

1. If the video player buffers video but never loads the clip, or loads the clip but the video stutters, then your DSL/cable providers using Network Address Translation (NAT) and may not be forwarding UDP packets properly. The solution is to disable UDP in Media Player.
2. To disable the UDP protocol, follow these steps in Windows Media Player:
   1. On the Tools menu, click Options.
   2. Click the Network tab.
   3. Under Streaming protocols, clear UDP.
3. To increase the size of your network buffer, do the following
   1. In Windows Media Player, on the Tools menu, click Options.
   2. Click the Performance tab.
   3. Select Buffer seconds of content, and then type a number between one and 60.
4. We recommend you disable any ad or pop-up blocking software tools, including Internet Explorer and Norton Internet Security 2004 Professional, that you may have installed and try again. When pop-up window blocking is enabled, the ad-blocking feature automatically blocks the programming code Web sites use to open secondary windows, which include the video player.
5. Clear temporary Internet files. To do this:
   1. Open Internet Explorer
   2. Click on the Tools menu and choose Internet Options.
   3. Click on the General tab.
   4. In the Browsing History section you will see Delete temporary files, history, cookies, etc. Click the Delete button.
   5. Click Apply.
6. Check that you have cookies enabled.
   1. In Internet Explorer, click on the Tools menu.
   2. Choose Internet Options.
   3. Click the Privacy tab.
   4. Change settings to Medium.
7. When you open the video window push the pause or stop button and let it sit for a few minutes. This will allow the video to load before you attempt to view it rather than trying to upload as you are viewing.
8. When you open your video window, right click on the actual video section. Copy the URL that is located in the Location section. Paste the URL directly into Windows Media Player and see if the video plays.
9. If none of these things help and you are using a router, please disconnect your router and connect directly and try to view the video again. If this helps, the issue is your router and you will need to call your router manufacturer.
10. Finally, if all of the above suggestions do not work, please contact your ISP to verify that you are receiving the maximum connection speed.

If you find that video disappears or turns a different color, turn off video overlays by doing the following:

1. In Windows Media Player, on the Tools menu, click Options, and then click the Performance tab
2. Click the Advanced button.
3. In the Video Acceleration area, clear the Use overlays check box.
4. Move the Video Acceleration bar to none.

The Video Player displays but nothing happens?

If you are unable to watch video in the Video Player:

1. Verify that you meet the system requirements (operating system, browser and Windows Media Player) as outlined above.
2. If you meet the system requirements but still have difficulty accessing, we recommend you disable any ad or pop-up blocking software tools, including Internet Explorer and Norton Internet Security 2004 Professional, that you may have installed and try again. When pop-up window blocking is enabled, the ad-blocking feature automatically blocks the programming code Web sites use to open secondary windows, which include the video player.
3. Check that you have cookies enabled.

The audio sounds like chipmunks - too fast. How can I fix this?

Updating your sound card's driver might take care of this problem. If you need assistance with getting the latest version of your sound card driver, contact the card manufacturer.

Do I need cookies enabled to use the Video Player?

Cookies must be enabled to watch video. If your cookies are not enabled, the video player will launch but nothing will happen.

Video not visible but could hear audio

1. Right click on the video
2. Choose Options
3. In Performance tab set Video acceleration to none

Referral Denied Error Message

1. Follow these steps if you are using Norton Firewall Security:
   1. Start Norton Internet Security or Norton Personal Firewall.
   2. Do one of the following:
      • In 2004 or later versions of Norton Internet Security or Norton Personal Firewall, double-click Privacy Control, and then click Advanced.
      • In Norton Internet Security or Norton Personal Firewall 2003, click Options > Internet Security, and then click the Web Content tab.
   3. At the bottom of the Advanced window, click Add Site.
   4. In the New Site/Domain box, type the name of the site that you want to receive the referrer information:
      • Images.digiscript.com.edgesuite.net
      • Images.digiscript.net
      • Ufl.edu
      • Edgesuite.net
      • http://tvista4-ssl01.osg.ufl.edu
   5. Click OK. The site name appears in the left frame of the Options window.
2. Click the name of the new site.
3. On the Global Settings tab, under the Information about visited sites section, uncheck Use default settings.
4. Click Permit.
5. Click OK to close the Options window.

If you are not using Norton Firewall Security, follow these steps:

1. Add the following to your Trusted Sites in Internet Explorer by doing the following:
   In Internet Explorer:
   1. Click Tools on the menu bar
   2. Choose Internet Options
   3. Click on the Security tab
   4. Click on Trusted Sites
   5. Click the Sites button
   6. Add:
      • Images.digiscript.com.edgesuite.net
      • Images.digiscript.net
      • Edgesuite.net
      • Ufl.edu
      • http://tvista4-ssl01.osg.ufl.edu
   7. Apply changes and close all boxes
   8. Close Internet Explorer, and then try to view your video again.

Audio Codec Needed Error Message

1. Install the audio codec file for WMP Version 9.

Must have Windows Media Player to View File Error Message (when they already have the most recent version of WMP installed):

1. In Internet Explorer, go to the tools menu on the task bar
2. Choose Internet Options
3. In the pop up, click on the tab that says Programs
4. Click on the button that says Manage Add-Ons and highlight windows media player
5. In the bottom left corner you have the option to enable or disable
6. Choose to Enable
7. Click OK