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FAQ

How do I get the best possible viewing experience?

Here's a quick checklist to make sure:

  • To minimise buffering, connect to the internet by cable, not by Wi-Fi
  • Close other programmes or applications open on your machine, in case they are slowing it down
  • Check:
    • If you are using a computer you have Flash 10 or above installed
    • your computer has a sound card (they don’t all). Try playing a CD to test this
    • the volume is not muted
  • If possible, we recommend viewing with a screen resolution of 1024x768 or above
  • Use external speakers if you can to improve the sound
  • If you are watching on a laptop using battery power consider connecting it to the mains electricity

Video playback is buffering, jerky, stuttering or freezes completely.

If the video is buffering and you are watching the high band stream then please try the low band video or audio version.

You can also make sure you're on a stable internet connection by connecting with a cable rather than Wi-Fi.

If colleagues in your location are also watching the webcast, try to watch together in a hub to reduce traffic on the network and improve the quality for everyone.

If you're watching from a company network and you're experiencing problems viewing the stream it may be because certain ports are blocked, preventing you from viewing streaming video. Please contact your IT department or network administrator.

I can't see any video or hear any sound.

In order to view this web broadcast you will need to have Windows Media Player 9 or above and Flash Player 10 or above installed on your PC. Please visit the Player Test area to ensure that you have the appropriate player installed.

For further assistance please contact your IT department or network administrator

I can't hear any sound

Check that your computer has a soundcard and that your speakers or headphones are correctly plugged in. Make sure that you haven't got sound muted on either the video player or your computer.

Try playing a music CD or MP3 file to test the sound on your computer.

For further assistance please contact your IT department or network administrator.

I can't see the full video window and slide on my screen

Our microsite is optimised so the maximum number of people can see the content clearly. We recommend viewing with a screen resolution of 1024x768 or above.

For further assistance please contact your IT department or network administrator.