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Troubleshooting for Viewers



Help with Viewing Streaming Media

IMPORTANT:  In order to reliably view ITS streaming media content, there are three things you need to have access to: high-speed/broadband internet, an updated version of the QuickTime media player, set as the default player for streaming media, and Firefox internet browser.

1.  You must be using a high-speed internet connection to access streaming media. Wireless internet connections are not supported. Ethernet connections are required. 

Go to http://www.cnet.com/internet-speed-test/ to check your internet speed.

Note:  You will be redirected to the CNET Bandwidth Meter Speed Test site when you click the above link.

2.  You must have QuickTime Media Player installed and set as the default player for streaming media.You cannot view ITS streaming media content without the QuickTime media player.  The player is free for you to download, and is available to both Mac and PC users.

Go to http://www.apple.com/quicktime/download/ to download the QuickTime player.

Note:  You will be redirected to the Apple site when you click the above link.

In addition, QuickTime Player must be set to be the default player for QuickTime media and streaming media.

Go to http://www.its.txstate.edu/services/streaming-media-services/quiciktimesettings.html for instructions on setting QuickTime as the default player.

3.  You must access streaming media using the Firefox Internet Browser:  It is free for you to download, and is available to both Mac and PC users.

Go to http://www.mozilla.org/en-US/firefox/fx/ to download Firefox.

Note:  You will be redirected to the Mozilla site when you click the above link.

If you have trouble viewing streaming media in Firefox and you have followed the steps above, please try the following:

1.  Copy the video URL, open the QuickTime player and go to File > Open URL. Paste the URL and click OK.  The video should open in the QuickTime player.

Test Your Streaming Media Settings

Play Video

Alternate Viewing Option

If you unable to view streaming media on your personal computer, you can always visit an ITS computer lab on the San Marcos campus to view streaming media.  ITS labs are equipped with the appropriate hardware and software to view streaming media.  For a full list of labs, visit the ITS Computer Labs page at http://www.its.txstate.edu/departments/academiccomputing/computinglabs.html.

Expand or Collapse all.

I see a blank/white screen when I attempt to access the media.

It is possible that your firewall is blocking your access to the streaming media.  In order to resolve this issue, you need to make sure that QuickTime player is designated to handle RTSP streams.

Click on your operating system for help with checking/setting up your RTSP settings in QuickTime.

Windows (XP, Vista and 7) Users

Mac OS X (10.5 Leopard) Users

 

I see a "Negotiating" message when I try to access the media, but nothing happens.

Please check to make sure that QuickTime player is designated to handle RTSP streams.

Click on your operating system for help with checking/setting up your RTSP settings in QuickTime.

Windows (XP, Vista and 7) Users

Mac OS X (10.5 Leopard) Users

Special Note for Wireless Users:

If you continue to experience technical issues, and are accessing the media from a wireless internet connection, unplug your router from your modem, and connect your computer directly into your modem.

If your problem persists, please contact ETC Support by phone at (512) 245-5566 or by email at its-streaming-media@txstate.edu.

I see a broken QuickTime plug-in icon when I try to access the media.

Have you installed the QuickTime media player?  If not please go to the QuickTime website and download and install the program.

I get a "-404" error when I try to access the media.

This error indicates that the media you are trying to access cannot be found.  The media may have been removed by the owner, moved to another location on the server, or the owner may have changed the name of the file.  Please check with the content owner to make sure that you have a valid link.

I get a "-415" error when I try to access the media.

This error indicates that the file you are trying to acess is an unsupported media type. Please contact with ETC support at (512) 245-5566 or its-streaming-media@txstate.edu if you receive this error message.

I get a "-453 or -5420" error message when I try to access the media.

The "-453" error message indicates that there is not enough bandwidth from your Internet connection to view the media.

The "-5420" error message indicates that the connection failed to the server.  

Click here to test your bandwidth.  

You will be redirected to the McAfee Security site when you click the above link.

If the problem persists, please contact your Internet Service Provider to resolve this issue.

If the bandwidth test results indicate that your connection speed is correct, the streaming server may be temporarily experiencing technical issues.  Please contact with ETC support at (512) 245-5566 or its-streaming-media@txstate.edu if you receive this error message.

I get a "-408, -500, or -503" error when I try to access the media.

The "-408" error message indicates the server has requested a time-out.

The "-500" error message indicates there is an internal server error.

The "-503" error message indicates service is unavailable.

The streaming server may be temporarily down for maintenance or experiencing technical issues.  Please contact with ETC support at (512) 245-5566 or its-streaming-media@txstate.edu if you receive this error message.

I see a QuickTime symbol with a question mark when I try to access the media.

Have you set QuickTime as the default streaming media browser?  Click HERE or instructions on checking your QuickTime Settings.