Troubleshooting V-mails
(This information is brought to
you by See You Soon. For more information,
e-mail us or call 701.293.1489.)
Web video is the most exciting
innovation in Web-based information, education and marketing.
With broadband connections reaching nearly everywhere today, it
offers almost limitless possibilities.
Like any newer technology,
however, joining the digital video revolution sometimes requires
clearing a few technical hurdles. The See You Soon team has been
collecting issues and solutions to give you a boost, both in
recording and in playing video on your computer.
If you have an account with
HelloWorld or VMdirect, first and always check with Live Chat
support for expert diagnosis and answers. The customer support
techs are terrific.
In the meantime, here are
answers to some common questions. If you see your issue here ...
well, you're welcome! And if you have a solution you'd like to
share ... please
let us know.
- - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
Magical trick for solving all kinds of playback problems:
Reboot your computer!
If that doesn't solve your issue, read on.
When I click the video link in the Vmail,
nothing happens.
First check Internet Explorer's
pop-up blocker. Is it turned on? Then turn it off! (To do so, go
to the menu bar and click Tools. The pop-up blocker defaults to
"on." Just click it to turn it off. If you also have installed a
secondary toolbar like the Google search bar, you may have to
turn off another blocker there as well. (If you hate pop-ups and
really meant to block them, go ahead and turn it on again after
you've watched your Vmail.)
Nine out of 10 playback
problems are caused by pop-up blockers. If you're still having
trouble, though, look closely at the top of your browser window:
Internet Explorer may be trying to tell you something. Vmails
(along with most Web video) require the installation of ActiveX
controls. Explorer will usually prompt you with a message box or
a pale yellow bar across the top of your screen alerting you to
the need to install ActiveX. Go ahead and click OK — this is
normal, safe and won't harm or compromise your computer in any
way.
Your Internet Explorer sets may
need a few tweaks, too, depending on the level of security
you've chosen. Go to Internet Tools > Options > Advanced. Under
"multimedia," enable all references to "active content."
When I launch my Vmail, I can
hear audio but can't see video. Your screen may be black or
green.
This is usually related to your
combination of video hardware and drivers — often because
they're outdated, though the problem can occur on newer systems
as well. Here are two points to check.
First, right-click on your
desktop and choose Properties > Settings > Advanced >
Troubleshoot. You'll find a slider called Hardware Acceleration.
Pull it all the way to the left to "none." (It's like an
appendix — left over from the evolution of desktop computers and
generally overlooked unless it causes you pain!) OK your
selection and close the box.
Vmails use Windows Media Player
technology, and in rare cases that's another spot to check. Open
Media Player (you'll find it under Programs) and go to Tools >
Options > Performance. Once again, pull the Acceleration slider
back to "none."
When I launch my Vmail, I can see
video but hear nothing.
Audio playback problems are
rare. This may seem obvious ... but do you have speakers on your
system? Are they plugged in? Turned on? Volume set at a
comfortable level? Check the speaker icon in the lower left
corner of your screen to adjust the audio.
You may also want to reboot
your computer system. For reasons arcane and mysterious, that
frequently solves the issue.
|