Troubleshooting

First of all:

Make sure you have the latest version (but not a beta version) of Windows Media Player installed. This can be obtained free of charge from Microsoft here:

http://www.microsoft.com/windows/windowsmedia/download/AllDownloads.aspx

Try a different data-rate or media server on the "Settings" panel on the player.

If neither of these steps work, try the following:

If you received a "system error":

Make sure your browser is not working "offline" (there is an item on the File menu called "Work Offline" - make sure it is unchecked).

Try going to the Settings panel on the player and changing the media server "protocol" setting (if it is set to "http" try "mms/rtsp" and vice-versa. N.B. Only "mms/rtsp" works on Mac OS).

Allow the player through any firewalls that might be hampering the content appearing. More information from Microsoft on firewalls can be found here: http://www.microsoft.com/windows/windowsmedia/forpros/serve/firewall.aspx

If the player says "Windows Media Player not detected" Try reinstalling Windows Media Player even if you know it is installed already. Sometimes simply installing WMP twice in quick succession will do the trick! If you have installed a beta version, you may need to roll back two versions, then reinstall the latest non-beta version and you may need to do this twice.

Make sure your installer is up to date and has not become corrupted during the download. You can get the latest version from Microsoft here: http://www.microsoft.com/windows/windowsmedia/download/AllDownloads.aspx

If the player window did not appear at all:

Allowing it through your "popup-blocker". Refer to the instructions for the popup-blocker you have on your system and allow the server "player.narrowstep.tv" to open popup windows. Please note there may be more than one popup-blocker in operation. (NOTE: Often you can hold down the 'Ctrl' key and click the link to temporarily allow the pop-up).

If you can see the video, but not the audio or the other way around:

Enable Windows Media Player to automatically download new codecs and components:

1. Open Windows Media Player

2. Press Ctrl+M to display the tool bar at the top of the window if it is not already showing

3. Select Tools>Options and then make sure the 'player' tab is selected

4. Check the 'Download Codecs Automatically' box just under 'Automatic Updates'

5. Click 'Apply' or 'OK'.

Try doing a bandwidth test again (on the Settings panel of the player) or just try a lower data-rate if the video is jittery or buffering frequently.

Check your graphic and audio hardware drivers. It is likely that you will need to update these drivers.

If you have Norton Internet Security installed:

This causes problems with the functionality of many complicated web applications such as the Narrowstep Player. You will need to allow pop-ups and JavaScript from http://player.narrowstep.tv.

Also, try this page on the Symantec site:

http://service1.symantec.com/SUPPORT/nip.nsf/docid/2004093010421136?OpenDocument&src=hot&prod=Norton%20Internet%20Security&ver=2006&csm=no&seg=hho&tpre= or try searching Symantec for more info: http://www.symantec.com/techsupp/home_homeoffice/products/nis/.

Payment issues:

These generally need to be dealt with individually. If at all possible, contact the channel's administrator. (This site only offers technical support for the player itself. You can usually find contact for the channel manager on the "Help", "Contact" or "More Info" button).

If you do need to send an e-mail to the Narrowstep support team, please make sure your enquiry contains the channel or player name, your username on the player, the email address you signed up with and any transaction ID you received from the payment gateway where applicable.

We apologize for any trouble you have experienced.