Support
If the following does not help resolve your issue, please contact us.
What is the recommended computer configuration and minimum requirements?
- Broadband internet connection (speed test)
- Minimum download speed of 1.5 Mbps required for no buffering, slower speeds require additional initial buffering
- Windows 2000, XP, Vista
- Mac OS 10.3.9 or later
- 1 GHz CPU
- 256 MB RAM
- 1 GB free hard disk space
- Internet Explorer v6 or higher
- FireFox v1.5 or higher
- Safari 2.0.4 or higher
- Adobe Flash Player v7 or higher (get it free here)
- The following file types must be permitted (firewall must not block them): FLV, MP4, MP3, SWF, GIF, JPG, TXT, HTM, ASP, ASPX, JS, S, XLS
Why do the videos have crazy blue and green blocks or lines all over them?
This is a problem with certain video cards under Windows 7 and video encoded with the H.264 codec. You need to either update the drivers for your video card or delete the drivers for your video card and reinstall them. Until you do, you’ll have the same issue with all video encoded using H.264 on the web. Watch the videos on a different computer to verify this problem with your video card drivers.
Why does a box or error message appear instead of the video?
The version of Flash on your computer is out-of-date. You need to download and install the latest version of Flash for your browser (it’s free). To download and install the latest version of Flash, just click here.
Why does the video pause every few seconds and says “buffering”?
This is caused by the speed of your Internet connection and/or the processing power of your computer. Nearly all videos on the Internet are simultaneously downloaded and played at the same time. If your Internet connection isn’t fast enough (meaning your computer is trying to play the video faster than it can download it), you’ll get this problem. Also, it could be caused by your computer not being powerful enough to both download and playback the video at the same time (this is especially true with high-quality videos, like on this site). Whatever the case, the easiest solution is to start playing a video, hit the pause button, wait until the video is completely downloaded and then hit the play button again. This will provide uninterrupted video playback.
Why does the video just stop at a certain point?
Your browser’s cache is full. Here’s how to clear it.
If you’re using Internet Explorer, do this:
- In Internet Explorer, from the main menu bar, choose Tools and Options
- Click the Delete Files button and choose OK
- Click the Settings button. Increase the “Amount of Disk Space To Use” under the “Temporary Internet Files Folder” option.
- Click OK to exit out of the options.
- Refresh your browser and try viewing the videos again.
If you’re using FireFox, do this:
- In Firefox, from the main menu bar, choose Tools and Clear Private Data
- Make sure only Cache is checked
- Click the Clear Private Data Now button
- Refresh your browser and try viewing the videos again.
If you’re using Chrome, do this:
- In Chrome, lick on "Wrench" icon on top left corner to see a drop down menu.
- Select options
- In new tab, select "Under the hood" on left column
- Select "Clear Browsing data"
- Select the time frame you wish to delete the cache & cookies by at least selecting "Empty the cache" and "Delete cookies and other site data"
- Click on "Clear Browsing data".
Why are the videos cut off on the edges?
Many of the videos on our web site are opened in lightboxes (your screen darkens and the video appears all by itself in the middle of your browser). Some versions of browsers have bugs in them that don’t function properly with lightboxes. To fix, you can upgrade your browser to the latest version or do this; instead of left-clicking on the images to open the videos, right-click instead and choose “open in new tab”. This will bypass the lightbox effect and open the video in a separate tab in your browser.
Why do I get the following error: "Netstream.Play.StreamNotFound"?
Your personal or company firewall is likely blocking the video. The following file types must be permitted (firewall must not block them): FLV, MP4, MP3, SWF, GIF, JPG, TXT, HTM, ASP, ASPX, JS, S, XLS
- Adobe has a couple of Flash Player diagnostic tools at: http://www.adobe.com/support/flashplayer/
- The default port for Flash Player is 1395, see: http://kb2.adobe.com/cps/164/tn_16499.html
Why is there is a 3 to 5 second delay when starting the video?
This primarily occurs with Microsoft Internet Explorer, in particular versions 6 and 7. This browser compresses the video when adding it to the browser and computer cache in order to save temporary disk space. When the video is played from cache, such as a second time, the browser needs to decompress the cached file. This can take 3 to 5 seconds. If the delay is more than a nuisance, a change to a different browser such as FireFox, Chrome, or Safari is recommended.
Why do the videos pause from time to time in HD mode?
All Gemba Academy videos function as progressive downloads. This basically means that you can begin to watch the video while it is being downloaded to your computer. If, due to the speed of your Internet connection, the video plays quicker than it is downloaded buffering will occur. Also, all Gemba Academy High Definition (HD) videos are encoded at extremely high bit rates which is what gives them their crystal clear appearance. The one downside to this is these HD videos are also much larger in size which impacts download speeds.
There are several things you can do to remedy this situation.
First, if you have the option always choose a cable or wired Internet connection method over a wireless Internet connection since, in most cases, a wired connection will be faster and more stable than a wireless connection.
Second, once you press play to start the video, immediately press the pause button. At this point you will be able to watch the video download in the scrubber bar below the video. Once the video has completely downloaded, or at least mostly downloaded, you will be able to watch it with no buffering issues.
Third, if you continue to have problems with the HD versions we also offer a Standard Definition (SD) version of each video. When you mouse over any of the videos simply press the button in the right hand corner until it says "HD IS OFF." At this point a much smaller video will be begin to playback.
If you continue to have problems please contact us for assistance.
Why is there no sound?
Assuming your computer’s volume is turned up and sound is working for other computer related tasks the cause for the error is probably missing registry key entries for several default Microsoft codecs such as WaveMapper which processes sounds in Windows. It is strongly recommended that a trained IT professional deal with this issue as serious damage can occur to your computer if care is not taken. If your IT team would like more guidance on this issue please have them contact us for more information.
I’ve tried all of the above, but I still can’t watch the videos.
First we’d recommend trying a different browser. For example, if you’re using Internet Explorer, use Firefox instead. If you still have problems, please contact us and we will work with you to solve the problem.
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