Have you run the Pre-event streaming test?
The most important step is to visit our Pre-Event Test stream. We begin webcasting a Pre-Event Test stream one week prior to the event. This is a sample webcast that uses all of the same technical requirements of the actual webcast.
Test your connection at this test page:
If you can view video, hear the sound, and see the test slide, you will most likely be ready for the web event.
I cannot log into the event page.
Verify that you are using the same email address you used to register for the event. If you just registered, wait 1-2 minutes to allow us to process your registration, then try again. If you are still unable to log in, please contact us.
I am logged in, but I do not see video or hear audio.
The streaming technology in use requires the following capabilities.
- Flash or HTML5 video support
- Network/firewall allowed for RTMP or HTTP video
- Network/firewall allowed to receive HTTP traffic from Amazon & LimeLight
If you are seeing a blank page that does not contain a video or slide window, your computer’s security settings may be preventing these elements from displaying properly. Please check the following:
Adobe Flash: Adobe Flash Player Version 11 or better may need to be installed for this webcast to run. If you do not have Flash Player installed, or do not have the most current version you should be prompted on the webcast page to install the latest available version of Flash Player. If you do not see this prompt, you can download the latest version here: http://get.adobe.com/flashplayer/
- Windows Based Computer, Mac based Computers, smart phone, tablets
- Windows XP SP 3 or Vista Home Premium or better
- Mac OS x 10.5.3 or better
- Pentium 4 or better / MAC: Intel CPU
- 2 meg of System Ram (Memory)
- True Color 32 bit video card
- Soundcard and speakers
- Network Requirements
Port Issues: Generally the media comes in via port 80 and 1935. Many corporations close these ports to stop live streaming as it will put stress on the network. These need to be opened to view the webcast.
Firewall Issues: Top tier Streaming Media Servers are provided by large companies that serve global corporate and fringe clients. Verify IT has not blacklisted the rtmp servers.
- Your firewall has to allow RTMP and HTTP via ports 80 and 1935
- Your firewall needs to allow Streaming Video as a service
- Your firewall needs to allow the entire IP address ranges below:
Firewall IP Ranges
Social Networking Sites: Many companies block sites like YouTube and Facebook. Our CDN provider supplies many of the web based assets for social networking sites such as Facebook and MySpace. If a company blocks Facebook or MySpace, we MAY be blocked.
My audio or video freezes or stutters.
There are a few different possible factors that can cause this.
Bandwidth: When an end user is getting the feed, but video stutters and freezes, often times it is a bandwidth issue at the Internet provider. Most people are on cable and DSL and just because they had bandwidth 10 minutes ago, as users come in and out of the system, this shared access is very volatile and the providers do not guarantee a set amount of bandwidth. Minimize unnecessary or excessive network traffic within your network.
Test your network bandwidth here: http://www.speedtest.net/ If the download result is less than 1000 Kbp/s (or 1.00 Mbp/s) then your connection may not be able to correctly play a live video feed of this nature with smooth playback, especially if it is a shared connection in an office.
Resources: There could be an application running that is consuming resources on your computer or there is a lack of bandwidth at your site. If you have other applications running on your PC, such as an indexer like Google Desktop you should stop them.
Antivirus: If your antivirus application is running a scan you should suspend that. Programs like McAfee and Norton can be set to restrict access to the technology used for webcasting. The difficulty here is that the stream may make it through the network, but can get caught by a virus checker at the computer, and vice versa. Best to make sure virus scanners are disabled during the webcast. If possible, disable your antivirus application during the event.
I can't see the video on my mobile device.
There are many versions of mobile operating systems on the market today. We strive to make video playable on all devices, however handset managers often implement software changes that can affect the playability of video from a live stream. These changes are device specific, and while we try to create a universally playable stream, some devices may not be compatible.
Also, mobile bandwidth can fluctuate extensively from location to location. Because this is a live streaming protocol, a consistent sustained data rate is required for the stream to play properly. Unlike video on YouTube and other services, that will progressively download the video, live video is constant and if bandwidth fluctuates below a minimum data rate, even for a couple of seconds, the stream could be interrupted.
Clearing your Cache
Internet Explorer 10
- Select Tools (via the Gear Icon).
- Choose > Safety.
- Choose > Delete browsing history.
- Make sure to uncheck Preserve Favorites website data. Select and check both Temporary Internet Files and Cookies.
- Click Delete.
Internet Explorer 7
- On the Internet Explorer 7 menu select the Tools menu, click Internet Options.
- You’ll see Browsing History, Select the Delete button. Select OK.
- On the next page select Delete Temporary Files.
- Hit OK, OK.
- On the Firefox menu bar, select the Tools or History dropdown.
- Select Clear Recent History.
- Select the desired time range from the dropdown menu; to clear all of your cache, select Everything (this is the safest choice).
- Select the “down” arrow next to Details, and select Cache and Cookies. You may leave everything else unchecked if you like.
- Select the Chrome menu, and then select Clear Browsing Data.
- You’ll see a “pop up” window with selection boxes.
- Select the first 4 boxes, Browsing History, Download History, Cookies, and Cached images and files.
- Click the Clear Browsing data button.
If you are still having trouble and need technical assistance, click here to fill out a support request.
For assistance with NEJM Group subscriptions and access, please call Customer Service 1-800-843-6356 or 781-893-3800 x5515, or from outside the U.S. +1 -781-434-7888.