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I think I have the Flash software required by this site for optimal viewing, but I still can't see anything... or, I can see the site, but can't hear the sound... or, there's a blank white box where the Flash images should be... or, the images are running slowly. For answers click here.
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It says there should be a video, but it doesn't seem to be working. For video troubleshooting click here.
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The site talks about viewing an Adobe Acrobat PDF document? What is this and how do I view? For description and download information click here.
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I don't think I'm viewing the latest version of the site? What's going on. To find out click here.
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The Website doesn't seem to fit my monitor window. What's going on? To find the fix click here.
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I've been clicking links, but nothing seems to be happening? What is going on? Discover more by clicking here.
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There are dots all over the pictures on the Website and the colours don't seem quite right. What is going on? Click here for the likely answer.
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I'm on AOL and understand there can sometimes be AOL associated user problems. What's going on? Click here to find out.
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How do I 'enable my Java' as instructed? Click here.
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Flash
You probably have an outdated version of Flash. You'll need at least Flash 4 to view most new media-rich sites. (The most current version of the Flash plug-in is Version 6(MX). If you've bought a new computer since 2000, you're probably alright. However, if you find you need an updated version of Flash, go to this location to download a free version of Macromedia Shockwave Flash.
http://www.macromedia.com/shockwave/download/index.cgi?P1_Prod_Version=ShockwaveFlash
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Video
We stream many of our videos into our emails and Websites in a streaming media format called Clipstream that requires no downloadable players. Clipstream simply requires that either your browser (if viewing a Website) or your email software (ie. Outlook, Outlook Express, or Entourage etc.) be Java-enabled. (See Troubleshooting #9 for information on Java enabling your browser or email program.)
Video may also run through downloadable players. The three most common are Quicktime (these show up as qt, mpeg, mov extensions), RealOne Player (rpm, ra, rv, ram extensions), or Windows Media Player (mpeg, asf, axf, avi extensions). If you don't remember installing these plug-ins recently, you most likely need to upgrade your plug-in. It's a good idea to check these on a regular basis to ensure you are up-to-date. The basic versions of these plug-ins are FREE and are acceptable for most viewing purposes, so be sure to click for the free applications unless you want more functionality and are prepared to pay the monthly fees.
Once you have downloaded one of the players (below), if you're on a Mac it will likely be on your desktop. Double click the program and follow the instuctions to install the video player. On PCs, the download will likely be on your desktop as above for Macs, or in a folder you specified when you selected to download the file (ie. 'My Documents'). Locate, doubleclick, and follow the instructions to install.
When you return to this site, you should have no difficulty viewing the videos.
For Quicktime:
http://www.apple.com/quicktime/download
For RealOne Player:
http://www.real.com/realoneplayer.html
For Windows Media Player:
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http://www.microsoft.com/windows/windowsmedia/download/default.asp
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Adobe Acrobat PDFs
Here are the goods straight from www.adobe.com: "Adobe Portable Document Format (PDF) is the open de facto standard for electronic document distribution worldwide. Adobe PDF is a universal file format that preserves all the fonts, formatting, graphics, and colour of any source document, regardless of the application and platform used to create it. Adobe PDF files are compact and can be shared, viewed, navigated, and printed exactly as intended by anyone with free Adobe Acrobat Reader software."
PDFs are great for providing information White Papers, manuals, proposals, or press materials online. Go to the following location to download the latest Adobe Acrobat 5.0 free software that will allow you to read and view (but not create) Acrobat files online.
http://www.adobe.com/products/acrobat/readstep2.html
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| 4. |
Emptying the Cache
Sometimes you may find that you are looking at an old version of a site. You know there's been new information added, but you're still seeing the same old thing. What's happening is that you are probably looking at a 'cached' version of the site. Your browser stores files from a previous visit to the Website and displays them to you from memory, stored on the hard drive, instead of showing you what's live and current on the Internet. You need to empty your browser's cache. How do you do this?
* On PCs using the Explorer browser, go to TOOLS>Internet Options>General Tab. Delete the Temporary Internet Files and click on Settings to change the browser to update on every visit.
* On PCs using Netscape, go to EDIT>Preferences>Advanced>Cache. Empty the cache and change the default settings.
* On Macs using Explorer, go to EDIT>Preferences>Web Browser>Advanced. Empty Cache and also change your settings to always update pages.
* On Macs using Netscape, go to EDIT>Preferences>Advanced>Cache. Empty cache and alter the default settings.
* On AOL, go to the My AOL menu>Preferences>WWW>Empty Cache Now>OK
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| 5. |
Monitor Size Setting We design sites for monitors set at 800X525 and above. If you find you're having to scroll to the right a lot, consider changing the setting. On a PC, go to Properties>Settings>then slide between less and more until you find the setting you like. On Macs, go to your Control Panels>Monitors to change the resolution setting. On Macs with OS X go to Finder>System Preferences>Displays.
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Links
If links aren't working, it could be that you're on an old version of Flash (see Troubleshooting #1) or you could be on Internet Explorer 4.5 for Macs, a version that doesn't understand JavaScript.
To upgrade your browser to the latest version:
Internet Explorer for PC
http://www.microsoft.com/windows/ie/default.asp
Internet Explorer for the Mac
http://www.microsoft.com/mac/products/ie/ie_default.asp
Netscape for Mac or PC
http://channels.netscape.com/ns/browsers/download.jsp
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| 7. |
Colour Setting
If you're having troubles with colours or dots on your screen, it could be that your monitor is only set to 256 colours.
On a PC, go to Properties>Settings> and then set the slider to the maximum colour setting.
On a Mac, go to Control Panel>Monitors>Colours and choose 'millions'.
On a Mac with OS X go to Finder>System Preferences>Displays.
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| 8. |
AOL
AOL users (especially on earlier versions than 6.0) can often experience scrambled graphics or difficulties viewing the top navigation menu, especially if the AOL was bundled with earlier versions of Windows (95 or 98). These versions do not support Java which makes it impossible to view the menu or any other Java applets on most sites. The only answer is to upgrade.
If you are on AOL Version 6 and the graphics look scrambled, it is because the AOL browser defaults to automatically compress graphics on a Website. You will have to change the browser setting by going to Settings>Internet Properties>Web Graphics. Choose "Never Compress."
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| 9. |
Enabling Java
Rich media solutions require that Java is enabled on your browser or email program. PCs are generally Java-enabled already. However, email programs on a Mac are not Java-enabled and you will have to make an extra click to view it in your browser as per the instructions that should come up on the video screen when a streaming media video or Rich Media Email is delivered to you.
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