Support Forum

Video clips play fine, and I can hear sound on the video clips.  I can not hear music.  Is there any specific software / player I need to have loaded on my Windowx XP machine to hear music?  Thanks...Chris.

 Hi there Chris.

We are aware there is a compatibility between the Firefox browser and the Flash media player (which is what we use for noth video clips and music). This is not a problem with our site only, and I've seen problems on YouTube, and any other site using Flash to stream video or sound. It usually has a problem with both video and sound, so your case is unusual.

If you are on Firefox, I recommend you download the latest version of the Flash plugin which fixes the compatibility problem. You can check if you have the latest flash plugin by clicking this link http://www.macromedia.com/software/flash/about/ . If the version is less than 9.0.124.0, go here: http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash to download the latest plugin (for which you must shut down Firefox) and then restart Firefox. This seems to have solved the problems we have seen.

We have had a couple of interrupts to the streaming of music clips last week from our provider, but I am not aware of any in the last week.

Please let us know if this solves your problem or not. If not please give us more details on what browser you use and we will try to investigate. 

I'm using the current version of Internet Explorer.  Tried again today, and I can still play & hear the audio in video clips, but I hear no audio when music is playing.

 That is strange indeed. We weren't aware of any problems with IE and the playing audio explicitly with our app. I am aware that Flash can sometimes not install correctly, and fail to set the "wavemapper" driver up however. I cannot explain why audio would work and not music. Is the volume control on the player set on minimum?

One possibility is to check if reinstalling Flash would help. Though if the sound is coming out for the videos is should work for music too, as they use the process. Do you have any other browser like Firefox or Safari to check if the problem exists there as well?

Buttons on the player (volume, play/stop, next item, previous item) provide no feedback to let me know what's going on.  It would be nice to see the level of volume represented by coloring the bars (or Mute by placing an "x" over the speaker)...and to see the PLAY-arrow change to a STOP-square...and to see the next item / previous item light-up when pressed.

 I think my inputs into the player are working, as, when I press Next Item, the display changes to indicate it's trying to play another item.

 So, to answer your question, I believe it is not muted, the volume is up, and the song is playing, but, without feedback that the player is responding to my clicks, I don't know for sure what it's doing.

I have some additional information, and I did get the player working - but ONLY in Safari.

Safari, FireFox & InternetExplorer each exhibit different degrees of functionality.

Safari works perfectly - plays music, "Play/Stop" button toggles between ">" arrow & square...speaker displays red slash on mute.

Firefox DISPLAYS the same functionality as Safari (everything appears to be working), but NO music is heard.

InternetExplorer does not function at all - "Play/Stop" does NOT toggle between ">" and square...speaker does NOT display red slash on mute...HOWEVER, Next Item & Last Item buttons do work.  No music is heard.  Video clips play, with sound, just fine.

Based on my experience, I'd suggest people who are having trouble with music not playing should be instructed to download & use Safari.  Thanks for your help...Chris.

We have seen just the same sort of problem now when running on Vista here in the office, so we should be able to track down the culprit properly now I think. Will replay when we have something to report. 

 Hi,

Just logged on and I cannot get audio as well. I'm running Windows Vista and using the latest Firefox version with all the current updates. Any advise you can give would be appriciated.

Jerry 

 We have a problem with Vista at the moment, as it seems to work differently with the flash plugin on Firefox. We are looking into it and hope to have it fixed by next week. I thought it was working on Internect Explorer, but I was wrong. It doesn't even work on the Safari browser, so we know it's a general problem with Flash on Vista

We feel stupid for missing this problem on Vista (we generally work on XP but test regularly on Vista), so we will aim to get it sorted as quickly as other work permits.

I don't know if this will help, but, I reported the problem I was having was on a Windows XP machine.  The only player that worked for me was Safari.  If Safari works with Vista, you might give it a try...Chris.

We think the Vista problem has been fixed, so if you had this problem try the media player out again and let us know if you still have issues. The solution may fix problems some users have experienced on XP too, so again give it a try on Firefox or IE if you use XP too. The site now checks wchih version of Flash you have and will make you update if you don't have a version which is up-to-date.

IMPORTANT NOTE: You will most likely have to clear your browser temporary files to get the latest embedded media player, so please do so before testing.

I have XP Pro and IE7. I just downloaded the latest version of Adobe Flash after clearing out my temporary internet files. 

I can hear sound in video clips but not in the song files. Any help would be appreciated.

Thanks,

Renée

We believe we have fixed this. The site should be updated either on Friday or Monday at the latest, and this fix will be included.

Flash just has a crazy bunch on incompatibilities we are trying to work around :( 

 Please try again next week and do let us know if you still have problems.