Troubleshooting Tips

Video Issues and Problems

You need the Flash player installed on your computer to view videos within the FTVTalkingPoints interface. Ensure you have version 9.0 minimum: version 10 or above recommended. However, even with Flash installed, you may experience difficulties in viewing and playing video if your computer is inside a corporate firewall or LAN, where access to certain types of internet content may be restricted. Verify that Flash is working by using this link. If, once you verify that Flash is installed, you still see no video, you will need to contact your system administrator or IT department for assistance. They may need to open certain 'ports' to allow video content through. This may be somewhere around port:640, but your system administrator will know for certain.

Internet Explorer 6 and 7, IE6, IE 7

Firstly, this site no longer supports IE 6 or below (and nor does Brightcove, our video platform). We recommend using Internet Explorer 7 or above. There are however still a number of issues with viewing Flash video content within Internet Explorer (no surprise!). Flash may not run correctly on IE if your browser security settings are set to 'high'. These settings are usually chosen by you or by your system administrator (for those within a network). For single users who do not have an administrator, the Medium / Default Level allows you to view Flash content. For any Custom Level, ensure that both the "Download Signed ActiveX controls" and "Run ActiveX controls and plug-ins" options are set to "Prompt".

To change your security level:

  • Open Internet Explorer.
  • Choose Tools > Internet Options.
  • Select the Security tab. Choose Internet.
  • Click Custom Level.
  • Ensure that the "Download Signed ActiveX controls" option is set to "Prompt".
  • Ensure that the "Run ActiveX controls and plug-ins" option is set to "Prompt".

If you are having trouble actually installing Flash for IE on Windows, make sure that your Internet Explorer security level is not set to 'high' in the first place, or to a custom level that does not allow viewing of ActiveX controls.

Internet Explorer 8, IE8

Microsoft Internet Explorer (IE8) allows users to set security settings that also block our videos from loading. The problem arises from the new InPrivate filtering feature in IE8. This feature detects and provides the option to block communication between the website a user is viewing and third-party websites. Since a web page that hosts a Brightcove player (i.e. any FTVTalkingPoints page, as we're currently using the Brightcove platform) needs to communicate with Brightcove in order to load videos, this means IE8 users can configure their browsers in a way that prevents Brightcove videos from loading. This problem arises if an IE8 user sets the new InPrivate filtering setting to "Automatically Block". Check and update your InPrivate filtering settings, then try revisiting an FTVTalkingPoints video page.

Computer User Permissions

User permissions determine whether or not you are allowed to install ActiveX controls or plug-ins. If you don't have Administrator access to Windows NT, 2000, XP, Vista, or Windows 7 you may not be able to install Flash Player successfully. Administrative privileges are required for the Windows system registry and for the C:\WINDOWS\system32\Macromed\Flash folder. Previous versions of Flash Player should be removed: Remove any previous versions of Flash Player before using the stand-alone installer. All web browsers must be closed: Quit all running applications, including all Internet Explorer windows, AOL Instant Messenger, Yahoo Messenger, MSN Messenger or other messengers. Check the Windows system tray carefully to make sure that no applications that might use Flash Player are still in memory.

Browser Versions

FTVTalkingPoints is web-standards compliant and uses the latest XHTML, CSS and Javascript. Ensure your browser is up to date: compatible browsers include IE 7 and above, Opera, Firefox, Safari, Camino and Google Chrome.

Broadband Connection

A reasonable broadband connection (500 kbps or above) is required for smooth access and playback. FTVTalkingPoints will not function well over a dialup connection.

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