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Streaming Archive FAQ - Live Streaming Media FAQ - Connection/Troubleshooting Issues FAQ
Connection Issues and Troubleshooting Techniques
Q: Was it a random hiccup?
Q: Is your internet connection sufficient?
Q: Is your ISP ok?
Q: Is your software current?
Q: Is your computer fast enough?
Q: Does the stream do nothing but buffer endlessly?
Q: Is the audio out of whack?
Q: Is the audio distorted?
Q: Does the stream seem to play normally, but there's no audio?
Q: Does the wrong player come up when you start a stream?
Q: Does it say that the stream cannot be opened or found?
Q: How does a firewall or using Internet security software affect my connection?
Q: I do not have any firewall issues but I still can't connect or the stream continuously buffers?
Q: Was it a random hiccup?
A: Given the complexity of the Internet it’s not unusual for short-lived problems to crop from time to time. Try reconnecting to the stream after a period of time; you might find that the issue is temporary. However, if issue recurs and you can reproduce it consistently then it’s worth investigating.
Q: Is your internet connection sufficient?
A: Most users will find success using any many of streams made available. The Real and Windows Media streams are multiple bit rate so you can adjust the connection speed on the player to experience a more consistent, quality stream. If you’re trying to connect to the Windows Media 1.4 mbps uncompressed stream, you’ll need a fast connection (DSL, cable modem, dual ISDN, full T-1, LAN, etc.) BUT remember stream quality largely depends on network traffic/congestion and your system.
Q: Is your ISP ok?
A: Internet Service Providers (ISPs) periodically perform maintenance or need troubleshoot their equipment, which can cause connection problems for users. ISP’s are not perfect nor do they know everything all the time; if you’re consistently experiencing issue with stream quality and can’t figure out why, you may wish to contact them.
Q: Is your software current?
A: All computer systems and applications have periodic patches and upgrades. Make sure that your systems and applications are up-to-date. Refer to the system or application on-line help for information on where to check for updates. In addition their website can also provide you with the necessary instructions on how to check for updates.
Q: Is your computer fast enough?
A: If you have a large number of applications running on your system and/or using CPU-intensive programs, they can drastically affect stream quality. Always check the system requirements prior to installing any application. Also check your system’s performance to see if a specific application might be pulling a lot of your system’s resources.
Q: Does the stream do nothing but buffer endlessly?
A: The player needs a certain amount of music buffered before playing the music. If it doesn't have enough network bandwidth to buffer, it will keep trying. Things that could keep you from having enough bandwidth include:
- The network connection is too slow
- Running multiple applications on your system
- High network traffic/congestion
To immediately remedy this try to listen to a lower bit rate stream. If you are listening to a multiple bit rate stream (Real or Windows Media) adjust your connection speed on your player to a lower setting.
Q: Is the audio out of whack? (Left/right switched, missing one side, no vocals, etc.)
A: If you're experiencing this sort of issue, you'll probably want to check your speaker setup. Make sure your left speaker is on the left and the right is on the right. Make sure both speakers are fully plugged in and that their cables are in decent shape (not frayed or cracking or cut). Make sure your audio settings are all normal. If you can set the volume for left and right channel separately, check to see that one isn't set drastically differently from the other, or muted.
Q: Is the audio distorted?
A: If the audio is sheering and fuzzy, the volume is probably too high somewhere. The first two things to check would be system volume and speaker volume. System volume should be in your control panels, speaker volume should be somewhere on your speakers. Try setting both to fairly low levels and increase as necessary. If the audio is still distorted contact kexp@u.washington.edu.
Q: Does the stream seem to play normally, but there's no audio?
A: Assuming of course that you've made sure your speakers have power, are plugged into your computer, are turned on and aren't broken, check to make sure there's actually audio being received. You can do this by watching the graphic EQ in WinAMP, or by viewing a "visualization" in RealPlayer or Windows Media Player. If this is moving you'll want to check your computer's sound settings and your soundcard installation.
If there's no movement in the EQ or visualization, tune in to KEXP on the radio (if you are local). If that's silent too contact kexp@u.washington.edu. If the radio signal is normal and the streams still aren't coming through contact streaming support.
Q: Does the wrong player come up when you start a stream?
A: When you install a media player it will often try to "claim" a number of media types for itself so when you try to play music or videos of those types, that player will automatically start up and play it. Thus, unless you tell it not to, the media player you most recently installed will become the default player for most of the types. You can set these in the following places:
- iTunes – Edit | Preferences | Advance | General
- RealPlayer – View | Preferences | Upgrade | Media Types
- WinAMP – Options | Preferences
- Winows Media Player – Tools | Options | Formats
Q: Does it say that the stream cannot be opened or found?
A: This will often call itself Error #404. Try one of the other KEXP streams. If the second stream is up then the first stream is temporarily down contact streaming support. If you cannot stream any KEXP content try visiting another site to see if you can successfully stream from there. If you can connect to other streams contact streaming support.
If you cannot successfully stream then you’ll need to investigate your situation further.
HOME USERS: Check to see if your network connection is active; if there is no network connectivity follow procedures provided by your Internet Service Provider. If you recently installed or updated firewall software you might want to check the firewall configurations. Upgrading firewall applications might set application setting default settings and erased your previous settings.
CORPORATE USERS: You might want to see if your company has established a corporate policy and is blocking certain type of traffic.
Q: How does a firewall or using Internet security software affect my connection?
A: A firewall is used to block unwanted traffic from your network and/or computer. If you are on a university or corporate network, check with the network administrators to make sure that they have your firewall configured to allow streaming media content to be viewed. Request that they open Port 80 and UDP Ports 4040 and 7007, if possible.
If you installed the software or hardware firewall yourself please refer to the application’s documentation.
Q: I do not have any firewall issues but I still can't connect or the stream continuously buffers?
A: If you have successfully connected to the stream previously but are currently experiencing problems, try clearing your history and cache in your browser.
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