Troubleshooting Guide
The video won't play
Please note in some browsers the live stream won't auto-play. If the live stream is not playing, you may need to press the play button to start the stream.
I can hear audio but the video remains black
Try refreshing your web browser window by clicking Ctrl + F5 (together) on your keyboard, or by clicking the circular arrow to the left of the url in the web browser.
Try closing the browser and opening it again.
We recommend closing any other browser windows or non-essential applications while you are watching the live stream.
Try watching the live stream in a different web browser.
Restart the viewing device without any other browsers or applications open.
Try running a network speed test to confirm the quality of the network connection.
I can't hear anything (or the sound is very faint)
There are two options for audio control: one is the video player within the web browser, and the other is the audio control of the computer or device.
Video player audio control
To check audio on the video player, you’ll need to make sure the speaker icon on the bottom right-hand corner of the video is on.
1. If you’re on a desktop computer, hover the cursor over the speaker icon on the bottom right-hand corner of the video (if you’re on a mobile device, tap the speaker icon).
2. If the speaker icon has a cross next to it, it means the audio is muted. Click or tap the speaker icon to unmute.
3. For optimum listening experience, make sure the vertical slider above the speaker icon is pulled all the way to the top (maximum volume).
Desktop computer audio control
If you’re using a desktop computer with external speakers, check they are plugged into a power outlet if necessary, turned on and volume is up, and that they are connected to the audio port of your computer. If you still can’t hear any audio check your system volume settings and the volume on the media player. If your system is properly set up, try adjusting the system volume settings:
Windows 10
1. On the bottom-left hand corner, click the Windows icon, the Settings cog, then search for Control Panel.
2. Click on Hardware and Sound.
3. Under Sound, click on Adjust System Volume.
4. On the audio tab, make sure the sliders are all the way to the top to turn up the volume.
5. If it is greyed out this indicates the system is not configured for sound.
Windows 7
1. Click Start, Settings, then Control Panel.
2. Double–click on the Multimedia Icon.
3. On the audio tab, turn up the volume.
4. If it is greyed out this indicates the system is not configured for sound.
Mac
1. Click the Apple icon in the top-left hand corner
2. Double-click on System Preferences
3. Click the Sound icon. Select the Output tab, then turn up the volume on the slide bar.
If you have turned up the volume on your system and speakers, then try turning up the volume on your media player:
1. Open Windows Media Player and look for the speaker icon.
2. Next to the speaker icon is a slide bar for volume control.
3. Or right click anywhere on the Windows Media Player and look for volume in the list.
4. If you are viewing a 'video' event, right click on the video and you will get the tool bar for volume.
5. If the sound is still faint, try using headphones.
Which browsers are supported?
Internet Explorer 11+
Microsoft Edge 15+
Firefox latest
Chrome latest
Safari 6.0+
Safari iOS 6.1+
Android mobile 4.3+
To determine the browser version installed on your computer complete the following steps:
1. Open the browser.
2. Click the Help menu.
3. Click About.
For further information on technical browser and device information please visit the Viostream help page.
What operating systems are supported?
Windows XP (with Internet Explorer, Firefox or Safari)
Windows Vista (with Internet Explorer, Firefox or Safari)
Windows 7 (with Internet Explorer, Firefox or Safari)
Windows 10 (with Edge, Firefox Internet Explorer, Chrome or Safari)
Apple Mac OS X (with Chrome, Safari or Firefox)
Ubuntu Linux (with Firefox only)
If you are using older or unsupported versions of Windows, Linux, or Mac operating systems you may experience difficulty in viewing and/or listening to the webcast.
I received a message that the webcast is not available in my region
1. Try refreshing your web browser window by clicking Ctrl+F5 (together) on your keyboard (or clicking the circular arrow to the left of the url).
2. Try watching the live stream in a different web browser e.g. Chrome, Safari, Firefox.
3. We recommend closing any non-essential applications while you are watching the live stream.
JavaScript and Cookies must be enabled on your viewing device. If you are working within a company network and do not have any installation rights you must ask your network administrator.
How do I know if a live-stream event has started?
Due to unforeseen circumstances, a live stream may not have started on time. Before each live stream commences, we publish a looping pre-roll video with music and moving graphics. If you are not hearing any audio at this stage, this is a good time to troubleshoot the audio solutions listed above.
Please be patient and try refreshing your web browser window by clicking Ctrl+F5 (together) on your keyboard and/or watching the live stream in a different web browser.
On–demand version
On–demand versions of almost all live stream events are available soon after live events conclude. Depending on circumstances the on–demand version is usually available about a week or so after an event.
Further information
Your work or private network may not allow live-streamed media to be received. While we aim to ensure all viewers can access live-stream events, we can’t guarantee your network connection will allow you to receive them.
If your test is unsuccessful, we recommend you consult your network administrator or an IT expert. However the nature of live-streaming means unfortunately there are some technical issues over which we have no control.