Webcast Support - Frequently Asked Questions

Computer Setup and Testing:

1. How can I test my computer before viewing an online classroom capture presentation?

System Requirements:

1. What does my computer need in order to view live and on-demand webcasts?

Common Problems:

1. What do I do if I have no sound?
2. What do I do if I have no video?
3. What do I do if I have poor audio or video quality?
4. What do I do if the slides have frozen, are not loading, or are out of sync with the presenter?

Live Webcast Support:

1. What do I do if I have no video or sound (or poor audio quality) during a live webcast?

Contact:

1. Whom can I contact with further questions?

Computer Setup:

• How can I test my computer before viewing an online classroom capture presentation?
  
  Please run the connection test. This brief test presentation includes video, audio (music) and slides. If you can view and hear this presentation, your system is ready. If you are prompted to install Microsoft Silverlight or Windows Media Player, follow the given directions or contact your system administrator for assistance.
  
  If you have any further questions, please contact the SOG Helpdesk at helpdesk@sog.unc.edu or 919.962.5487.

Common Problems

• What do I do if I have no sound?
  
  Confirm that your speakers are turned on and that your speakers are not muted in Windows. If you continue to have problems with audio, contact your system administrator for assistance.
   
• What do I do if I have no video?
  
  It is possible your particular presentation is an audio-only presentation.
   
• What do I do if I have poor audio or video quality?
  
  Poor audio and/or video quality can be caused by a number of issues and can sometimes be resolved by closing your browser and reconnecting to the presentation. Common sources of poor, or frequently halting audio and video is too slow an internet connection. This can be the case when connecting with a dial-up modem, or if receiving a poor wireless internet signal. Please use a wired internet connection rather than wireless.
   
• What do I do if the slides have frozen, are not loading, or are out of sync with the presenter?
  
  These sync issues are often caused by network connectivity issues. If you continue to have problems with slides or other visual content, please download and refer to the materials (slides or handouts) that may have been provided by your program manager and follow along with the lecturer using the audio provided over the toll-free number.

Live Webcast Support

• What do I do if I have no video or sound (or poor audio quality) during a live webcast?
  
  It is possible your particular presentation is an audio-only presentation.
  
  If you continue to have problems with audio, please use the provided toll-free number to connect to the audio over the phone. (Note: the telephone audio will be approximately 8 seconds ahead of online presentation)

System Requirements for SOG Live and ON-Demand Webcast Playback

• Windows:
  • Microsoft Windows XP, Windows Server 2003, Windows Vista, Windows Server 2008, Windows 7.
  • Microsoft Internet Explorer 6.0 SP1 or later, Firefox 2.0 or later, or Google Chrome 1.0 (Chrome is only supported on Mediasite version 5.0.3 and later).
  • Windows Media Player 9 or later.
  • For Firefox and Chrome playback, Silverlight 1.0 or later (viewers are prompted to install this when attempting to view a presentation).
  • A broadband connection (e.g. DSL, cable) is highly recommended.
     
• Macintosh - Mediasite 4.3 and later:
  • OS X 10.4.8 or later
  • Safari 2.0.4 or later or Firefox 2.0 or later.
  • Silverlight 1.0 or later (viewers are prompted to install this when attempting to view a presentation).
  • A broadband connection (e.g. DSL, cable) is highly recommended.

Troubleshooting

The new Silverlight Mediasite Players will not work on PowerPC-based Macintosh

Browser settings can affect playback of Mediasite presentations. Most of these settings are properly enabled by default, and are typically only disabled in environments with strict security policies. (The setting names listed below are from Internet Explorer. These names may vary with different browsers.)

• Session cookies must be allowed.
• First party cookies must be allowed. If these are not allowed, users will be unable to use the "Remember Me" option on the login page.
• The "Submit non-encrypted form data" option must be enabled.
• The "Active scripting" option must be enabled.
• The "Run ActiveX controls and plug-ins" option must be enabled.
• The "Script ActiveX controls marked safe for scripting" option must be enabled.
• Virus Protection and Pop-Up Blockers can prevent Media Site from functioning. You may need to add or allow the UNC Site to your approved list. The root site is http://unc.mediasite.mcnc.org
• One example of this is in Symantec Virus Protection. You may see “Player Load Error” These errors can be caused by settings in Symantec Client Security. Try making the following changes in the Ad Blocking Module:
• Go to Configure > Advanced > Add Site, and then add the root of the site that is hosting the Mediasite content. For example our site is: unc.mediasite.mcnc.org.
• On the Add Blocking tab go to Add > Permit, and add the root of the site.

Additional documentation and support information can be found at the Sonic Foundry web site.

Whom can I contact with further questions?

• If you have any questions relating to registration or the content of your program, please contact the School of Government program manager for your program.
• If you have any technical questions, please contact the SOG Helpdesk at helpdesk@sog.unc.edu or 919.962.5487.