CSUSB-Problem Report-Video Streaming

Academic Computing and Media
California State University, San Bernardino

Problem Report-Video Streaming

Please use this form to send us information about any problems you have accessing our video stream. While all fields are optional, we cannot send a response to you without a valid e-mail address. Thank you for taking the time to provide the information requested in this form.

Name :(First / Last)

(not required)

Organization Name :
(if applicable)

(name of company, school, university, etc.)

Your E-mail Address :

(Necessary if you wish a written response from us.)

Operating System :

If you don't know how to determine your OS version, go here.

MS Windows 98 ME NT 2000 XP Vista

Macintosh OS 9.x 10.1x 10.2x 10.3x 10.4x 10.5x
Other OS Please specify :

Web Browser :

If you don't know how to determine your browser version, go here.

Firefox - 1.x 2.x

MS Internet Explorer - 5.0/5.1 5.5 SP2 6.x 7.x

Netscape - 4.x 6.x 7.x 8.x

Safari - 1.x 2.x 3.x

Other Please specify :

Connection Type :

28.8/33.3 Kbps Modem	56 Kbps Modem ISDN
112 Kbps Dual ISDN/DSL
Cable DSL 256 Kbps	Cable DSL 384 Kbps
Cable DSL 768 Kbps	Cable DSL 512 Kbps
Cable DSL 1 Mbps	Cable DSL Speed Unknown
1.5 Mbps T1/Intranet/LAN	Intranet/LAN

Name of Internet Service Provider (ISP)
(AOL, ATT, Verizon, Earthlink, etc.)

What were you accessing?

(Name or description of video)

Type of Problem :

Type 404 "File Not Found" error when trying to play video.
Video won't play.
No audio.
Intermittent audio.
Player won't launch.
If none of those choices describes your problem, please describe it in "Additional Comments"

Note : A "404" error may be the result of a communications protocol error. Try the following link, QuickTime Test (it will open a new browser window leaving this window open), to test your ability to access and play a QuickTime video via HTTP instead of RTSP, the protocol used for streaming media. Close the Video Test browser window when finished with the test.

Was the test successful? Yes No
Click here if you accidently clicked Yes or No and don't want to clear the form and start over.

A successful test indicates that your QuickTime installation is working properly and the problem may be with your network connection not allowing standard RTSP access. Please go here for information on how to configure QuickTime for HTTP access. If that doesn't help, then you may address that issue in "Additional Comments".

Additional Comments
Provide any additional information, including descriptions of problems not listed above, here.

Thank you for taking the time to send this report.

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Comments to sburdick@csusb.edu
Last Update : November 22, 2006
URL : http://media.csusb.edu/forms/videoreport.html

Determining Your OS Version

Microsoft Windows 95/98/2000/NT: Go to the Windows Desktop, Right-Click on My Computer and get Properties.
Or
1. Open My Computer (or go to Start Menu and Settings).
2. Open (or select) Control Panels.
3. Open System. OS version is stated there.
Microsoft Windows XP: 1. Go to the Start menu.
2. Right-Click on My Computer and get Properties.
Macintosh OS: 1. Ensure you're in Finder.
2. Go to the Apple Menu.
3. Select About This Computer (About This Mac in OS X). OS version will be stated in the opened window.

Return to the form.

Determining Your Browser Version

Microsoft Windows: With the browser running, go to Help and select About <Program Name>.
Macintosh OS (version 9.x and older): With the browser running, go to the Apple Menu and select About <Program Name>.
Macintosh OS X: 1. With the browser running, go to the Menu Bar.
2. Go to the <Program Name> (next to the Apple Menu icon) and select About <Program Name> from the drop-down menu.

Configuring QuickTime for HTTP access
including
Special Info About DSL Access and Network Firewalls

Note: While many of our videos can be viewed with QuickTime version 6, some newer videos may only viewed with QuickTime version 7 so we recommend you update your QuickTime software. The test files linked below require version 7.

Some DSL configurations, some home network installations, or network firewalls may block the standard method used for accessing the video streams. Quicktime version "7.x" should automatically select the appropriate communications protocol for your situation. You may manually configure the transport settings. The following information will help you to determine if you need to change the transport settings and how to do so.

Note: Newer versions of MS Internet Explorer may have issues with embedded QuickTime due to recent changes in response to the outcome of a lawsuit between Microsoft and a Web multimedia patent holder. Instead of proceeding to the URL with the embedded video, you may wish to access the video via a QuickTime Link file (info on QuickTime Link files can be found Here). Click Here to access the QuickTime Link version. Otherwise, Go here to test your computer system's ability to access a video stream. That stream is optimized for low speed modem access but will serve as an access test for any connection speed.

If the video doesn't start playing after 8-20 seconds, you may have to configure QuickTime for HTTP access to the video stream. Please follow these instructions to enable HTTP access:

For embedded video - When the QT Player window comes up in the Web page, click on the animated "arrow chasing its tail" area next to the speaker icon. The Play button should then appear (the embedded player has stopped trying to access the data stream).Click on the down arrowhead at the right end of the controller/playbar and select "Plugin Settings". Proceed to step 2.
For QuickTime Link access that starts up QuickTime Player -
MS Windows - Go to "Edit" in the player menu bar to access "Preferences" then "QuickTime Preferences..."
Macintosh - Go to "QuickTime Player" in the menu bar and select "QuickTime Preferences...".
In the "QuickTime Settings" window, select the "Advanced" tab.
If "Transport Settings" isn't set to "Automatic", change to that and try to access the video.
Manual Settings - Select "Custom..." and set "Transport Protocol" to "HTTP" and "Port ID" to "80".
Close the "QuickTime Settings" window and reload the video test page (embedded version) or click the QT Player "Play" button when accessing via QuickTime Link.

When you reload the test page, it should start playing the video after 8-10 seconds (the time it takes to enable a data buffer). If you're still experiencing problems, please see Technical Problems in the left-hand side bar.

Go to the top of this page.

How to tell what version of QuickTime is installed on your system :

Macintosh Users -

MacOS X - Locate the QuickTime player (QuickTime is installed by default on Macintosh computers). It should be in the "Applications" folder.
Click once on the QuickTime Player icon to highlight it.
Go to File on the Menu bar and select Get Info and read General Information.
If it is not version 7.0 or higher, you need to update your QuickTime installation.
Note : The QT version that started shipping with OS X was 5.0 or newer.

Alternate Method -
You may check the exact version number by starting the player, going to the QuickTime Player on the menu bar and select About QuickTime Player ....

MS Windows Users -

Go to the Start menu and select Programs.
Find QuickTime. If QuickTime does not exist, you need to install it (please see the link above). You have a choice to select to download and install QuickTime only or QuickTime with iTunes. Unless you want to receive related e-mail, uncheck the "Sign-Up" options.
If you have QuickTime installed, start the QuickTime Player (If you have "MoviePlayer", you need to update your QuickTime installation.).
Go to the Help menu for QuickTime Player and select About QuickTime Player....
If it is not version 7.0 or higher, update your QuickTime installation.

QuickTime Link Info

Clicking on a video link downloads a small QuickTime Link (.qtl) file (approx. 4K) to your computer to access the video. Internet Explorer usually downloads and runs the file, automatically playing the video. Firefox, and other browsers, may bring up a dialog box asking you what to do with the file. Accepting the default "Open with ... QuickTime.qtl (default)" will download the file and start playing the video. Some Safari users may have disabled the default preference "Open safe files after downloading" so that the file doesn't play automatically. Those users must find the downloaded " .qtl" file, usually located on the Desktop, and double-click on it to view the video. After viewing the video, you may delete the QuickTime Link file. Note: Since that file is a reference to the video, similar to a ".ram" file for RealPlayer, double-clicking on the link file will access the video without having to use a Web browser.