Technical Assist

Trouble Shooting . System Requirements . Frequently Asked Questions . Tech Support

* AOL USERS - You must open a new browser either in Internet Explorer or Netscape.  If you try and open the videos from your AOL browser you might have a problem viewing the videos.

* Experiencing problems such as your stream freezing, then skipping and fast forwarding with the sound and video losing sync? Getting frequent "Oops!" error messages?

* Here are some factors that may be influencing your connectivity:

* Time of day. Whether you have an ISDN or cable connection, the more people who are sharing your feed, the less bandwidth (i.e. connectivity) there is to go around.

* Routing. At any particular time of day or night your connection to our servers will be passing through a larger or smaller number of "jumps". Each "jump" corresponds to the next server in the route. The time it takes to be routed from one server to another varies according to any current routing problems and bandwidth congestion which may both be influenced by weather conditions. There may be a router down or stalled along the path from your computer to our server.

* Due to caching of updated information, it is recommended that you REFRESH your browser screen frequently. You may need to "reboot" to free up resources periodically, if you are viewing multiple video scenes consecutively.

First, check your system and make sure you have
all the necessary software to view our Windows Media files:

Then, make sure you have all critical Microsoft updates and patches for your operating system installed. You can use Microsoft's Windows Update system to make sure your OS is completely up to date.

• Your connection speed may be too slow to view Stocking Videos.
• If you are on Cable, you may be experiencing a slowdown in your network.
• Try a slower connection option.
• If you are accessing Stocking Videos from overseas, you may be experiencing slow response or packet loss in the delivery of Stocking Videos.
• Your system resources may be too low. Close any open additional programs, reboot and try again.
• You may need to upgrade to the newest version of Media Player.

• Your connection speed is too slow to keep up with the video stream.

• You can download a wmv player for macs.  Click here for the download

• Your computer or your service provider may have a firewall or a proxy server that is blocking receipt of Stocking Videos. Try disabling your firewall or change your settings to accept Stocking Videos. Norton Security Firewall and Zone Alarm MUST BE TURNED OFF.
• Your connection speed is too slow. If you are on Cable, you may be experiencing a slowdown in your network. If you are connecting using a 28.8 modem, your connection speed is too slow.
• Your system resources may be too low. Close any open additional programs, reboot and try again.
• You may need to upgrade to the newest version of Media Player.
• In Windows Media Player, make sure codec installer is turned on. From the menu bar select Tools/Options/Player/Auto Upgrade/Enable automatic codec download.

• In Windows Media Player, make sure codec installer is turned on. From the menu bar select Tools/Options/Player/Auto Upgrade/Enable automatic codec download.

• Your connection speed is too slow. If you are connecting using a 28.8 modem, your connection speed is too slow to view Stocking Videos.
• If you are on Cable, you may be experiencing a slowdown in your network.
• If you are accessing Stocking Videos from overseas, you may be experiencing slow response or packet loss in the delivery of Stocking Videos.
• Your system resources may be too low. Close any open additional programs, reboot and try again.
• You may need to upgrade to the newest version of Media Player.

• You are experiencing an unstable connection to the video stream more than likely related to a routing problem. At any particular time of day or night your connection to our servers will be passing through a larger or smaller number of "jumps". Each "jump" corresponds to the next server in the route. The time it takes to be routed from one server to another varies according to any current routing problems and bandwidth congestion which may both be influenced by weather conditions. It is recommended that you wait and try your connection again after a fresh reboot.
• The Internet Traffic Report may give you an indication of routing problems in your area.

• Your computer, network, or network service provider may have a firewall or a proxy server that is blocking receipt of Stocking Videos.

• If you are on Cable, you may be experiencing a slowdown in your network.

Go to the Microsoft website and try to view the Media 8 STREAMING video. http://www.microsoft.com/windows/windowsmedia/en/WM8/video.asp . If you are missing any components or updates, Microsoft will prompt you to download the latest update. Reboot your computer. Then come back and test your connection at Stocking Videos again.

We have attempted to make Stocking Videos universally accessible to our internet guests. Unfortunately, technical problems may occur for individual users for which we have no immediately resolution. The media changes very rapidly and a new fix may be just around the corner. We encourage you to check back with us intermittently and try your connection again.