HELP DESK HOME PAGE
 
BILLING QUESTIONS/PROBLEMS   ACCESS/LOGIN PROBLEMS
GENERAL QUESTIONS   TECHNICAL PROBLEMS

 

 

TECHNICAL PROBLEMS

Video Buffering or stopping half-way through

If a 'buffering' message appears while attempting to play a streaming file: buffering is a process that saves small portions of a media file onto your computer so once the file has finished buffering, you should be able to view the entire video without it skipping or stopping during playback. For more information and a great article on why this happensCLICK HERE.

Unable to log in

If you are experiencing other login issues (after you have verified that you're using the correct CaSe SenSitive username and Password) and are using Internet Explorer, resetting the cookies on your computer may help resolve the problem.

To reset cookies using Internet Explorer 6:

1. Tools menu -> Internet Options

2. General tab -> Delete cookies button

3. Confirm and restart computer

To reset cookies using Internet Explorer 7:

1. Tools menu -> Internet Options

2. General tab -> Browsing History section, Delete button

3. Click on the delete cookies button

4. Confirm and restart computer

To reset cookies in Firefox:

Tools menu -> Options

Privacy -> remove individual cookies

Personal Firewall

If you have a firewall running, such as Zone Alarm or Norton Internet Security, it may prevent you from logging in properly. Session cookies must be accepted in order to log in properly, and these programs block cookies by default. Check the documentation for your particular software to update your settings. Make sure that your firewall is not blocking your video player from accessing the file.

Video Formats

We have 5 video formats on Awefilms.com 3gp, flv, wmv and mp4 and mov.

.3gp – These videos will play in Windows Media Player, Real Player or Quicktime. If any of these players will not play you might have to allow them to go online to download the codec. They also will play on some cellphones.

.wmv & .mp4 - These will play in Windows Media Player, Real Player and on a Mac Quicktime but Quicktime will need the free Flip4Mac plugin for wmv’s.

.mov - These play in Quicktime on Windows PC’s and Mac’s.

Video is Choppy, Slows Down, or is Blank

There are many different factors that may cause a video to be blurry, stop and start, slow down, or even appear to be blank. You could experience video difficulties because of issues ranging from the type and age of your computer hardware to the type of graphics card that you are using. However, connection speed and video acceleration settings are two common problems that we have identified and have provided information about these issues to assist you with some troubleshooting. If the video AND audio are choppy, this typically, but not always means that you are having issues with your internet connection or the connection speed is low. If your video is choppy but your audio is not, this usually, but not always indicates that you are having hardware issues with your computer.

Connection Speed

One of the most critical factors in how clear your video quality is has to do with your internet connection speed. Connection speed is going to vary according to the type of internet connectivity that you are using. Most connectivity types are either a dial-up (low speed), DSL (medium speed), or cable (high speed). Therefore, if you are using a dial-up for internet connectivity you will have lower video quality, and depending on your actual bandwidth setting (such as 28.8 Kbps), you may only hear audio when attempting to watch a movie.

Outside factors can also affect your connection speed even if you are using a fast connection type. Keep in mind that local Internet congestion especially during peak hours of the day and weekends can make the Internet slow down. Be sure to keep your system free from viruses and spyware as well as these can also impact your computer performance tremendously.

By default, most players are configured to detect your connection speed automatically. However, if you are consistently having issues you may want to go ahead and select the type of connectivity in which you are using directly in the player.

If you are having any of these problems it is best for you to download the video to your hard drive and then play them. If it is a streaming video pause the play and wait for it to completely download and then play it.

Video Acceleration Settings

Video Acceleration is a setting in media players that has to do with whether or not the graphics card is performing most of the CPU-intensive operations processing. Depending on the age of your hardware or even the type of hardware that you are using you may need to reduce the amount of Video Acceleration in your player.

For Windows Media Player and Real Player, first try setting this option to the middle position. If you still experience problems, you may want to set the option to the far left.

Video Doesn't Play

Windows Media Player and RealPlayer

Q. Why do I get "Server busy" or "Network Error"?

A. There are several potential reasons why you may receive this error, in both Windows Media Player and Realplayer. Check to see if any of the following apply to you: 1)
Verify that your personal firewall is configured correctly. 2) If you are an AOL user, you could receive this error if you are using RealPlayer. You may want to try using Windows Media Player instead. 3) Verify that you are using HTTP protocol for streaming video in your media player (typically under network settings) and are not using Multicast, UDP, or TCP.

Q. Why do I have no video in Windows Media Player?

A. Our videos are for Windows Media Player 9 and above. Note that you may be required to install video codecs when attempting to play our movies if you are not running the most current version of Windows Media Player. If you are not prompted to install the video codecs automatically you can download them from Microsoft.

Q. Why does Windows Media player say Connect to the Internet?

A. Sometimes Windows Media Player cannot detect a permanent Internet connection. Verify that Media Player is connecting properly or upgrade to the latest version of Windows Media Player.

Q. Why do I get a "General Error"?

A. If you are still not successful in getting your preferred player to play movies, you may want to download and install the alternate player, such as Windows Media Player or RealPlayer.