FAQ - Technical Support

• General Questions
• Group Registration
• Technical Support
• Terms and Discounts

General

1. PDF material will not load.

Live webcasts and on-demand webcasts

1. What are the hardware and software system requirements?
2. The test video or the webcast video will not play.
3. I am experiencing buffering issues, lag, or choppy video.
4. I cannot hear anything (or the sound is very faint). What do I do?
5. I hear an echo.
6. Is it possible to save a webcast to my computer hard drive?
7. I received an error message such as "connection to the server failed" or "could not connect to the server."
8. Are there any tips to improve the overall experience of viewing on-demand webcasts?
9. Why am I having problems accessing on-demand programs at my workplace?
10. Is captioning available for live or on-demand webcasts?
11. I still need assistance. What can I do?

E-Courses

1. What are the hardware and software system requirements for E-Courses?

PDF material will not load.

Errors can occur when you try to open larger PDF files directly within the web browser window. Please try the following:

1. Right-click on the link to the PDF and choose “Save Link As” or “Save Target As”.
2. Choose (and remember) a location to save the file on the computer system.
3. The web browser should indicate when the file has been downloaded and may provide a link to open the file. Alternatively, open “My Computer,” browse to the folder where the file was saved, and open the file.

Live webcasts and on-demand webcasts

What are the hardware and software system requirements?

We recommend a broadband network connection with a minimum download speed of 10 mbps and upload speed of 5 mbps for the most enjoyable experience. Check your internet speeds at OpenSpeedTest.com.

The system requirements to view this stream and associated technologies are listed below.

• Windows
  • Operating System: Windows 10 or newer
  • Browser: The most recent version of Microsoft Edge, Google Chrome, Mozilla Firefox, or Safari
  • NOTE: Internet Explorer is no longer supported nor is Windows 7 and earlier
• Mac
  • Operating System: Mac OS 10.13 or newer
  • Browser: The most recent version of Safari, Mozilla Firefox, Google Chrome, or Microsoft Edge
• Linux
  • Browser: The most recent version of Mozilla Firefox, Google Chrome, or Microsoft Edge
• iOS
  • iOS version 14 or greater is recommended. Actual results may vary depending on device specifications, OS version, network, etc.
• Android
  • Android version 7 or greater is recommended.  Actual results may vary depending on device specifications, OS version, network, etc.
• HTML5-compatible browser
  • An HTML5-compatible browser/device is required. Flash plug-in is no longer required or supported.

The test video or the webcast video will not play

Check the buffering status in the status bar below the viewer. If this icon is present, allow it some time. It is standard for a delay when a stream loads (the length of the delay will depend on your network connection).

Verify you have an HTML5-compatible browser/device.

Try refreshing the stream by doing one of the following:

• Click the refresh button on your browser
• CTRL+F5 for Windows
• Command () + R for Mac

If you are viewing this stream on a mobile device, please ensure your device supports HTML5 in order to view the stream.

I am experiencing buffering issues, lag, or choppy video.

There is most likely too much traffic on your network. First, make sure you are not running network-intensive programs or downloading large files while trying to watch streaming content. Close all programs that are not being used including extra browser windows that may be open and consuming bandwidth. Click the Play button and try again. If the problem persists, please contact your network administrator to inquire about any problems with your network.

I cannot hear anything (or the sound is very faint). What do I do?

1. Check the volume control on the video player. Ensure that mute is not checked, and the volume slider is to the right.
2. If you have external speakers, ensure they are plugged into the correct audio port on your computer, plugged into a power outlet, turned on, and the volume is turned up. Your speakers or headphones must be plugged into the sound card not into the sound out jack of the CD-ROM drive.
3. To check system settings, click on Start, then “Control Panel,” then “Sounds and Audio Devices” (or similar). On the “Volume” tab, move the slider under the “Device Volume” section all the way to the right-hand side (High) and ensure the Mute box is not checked. If settings are changed, click “Apply.”
4. Click “Advanced” and ensure the “Master” (and “Wave,” if applicable) volume slider are at the top and the Mute box for both is not checked. If settings are changed, click “Apply.”
5. To test for sound, click on the “Sounds” tab, choose one of the sounds in the lower window with a speaker icon next to it, and click the Play button (triangle).
6. Click OK at the bottom of the window to save new settings.

If you are within a corporate firewall/proxy server, ask your network administrator if you have an Internet firewall, which may block reception of the audio and video content.

I hear an echo

The most likely cause of an echo is having multiple webcast windows/tabs open. Please check your task bar area (open programs at bottom of screen) and your web browser windows/tabs for duplicate running webcast streams. Close any extra windows/tabs.

Is it possible to save a webcast to my computer hard drive?

No. Live or on-demand webcasts are only designed to be streamed continuously in small packets and cannot be saved to your hard drive. However, certain learning formats may include a downloadable MP4 file.

I received an error message such as “connection to the server failed” or “could not connect to the server”

If this occurs, there may be issues with your Internet connection, or there might be high levels of network traffic/volume on the server. It is recommended that you close down the player and try again after a few minutes.

Are there any tips to improve the overall experience of viewing on-demand programs?

Generally, you should close all non-related windows and applications on your computer, except for your Internet browser and any application related to media playback. Other applications which use the Internet should also be closed, such as e-mail or other streaming content (such as Internet radio), as these may reduce the available bandwidth.

Why am I having problems accessing on-demand programs at my workplace?

Some office networks have a firewall configured to block or slow down streaming media, including on-demand webcasts and audio programs. This may also include firewall software installed on your computer. If this is the case, please speak with your Network Administrator or Information Technology Department.

Is captioning available for live or on-demand webcasts?

Please see our related FAQ: General Questions: Is captioning available for live or on-demand webcasts?

I still need assistance. What can I do?

For technical support related to accessing a live webcast or live webcast replay, please call 1-866-702-3278 (toll-free).

For technical support related to program materials or any other digital CPD product, please e-mail: cpdtech@lso.ca.

E-Courses

What are the hardware and software system requirements for E-Courses?

Self-paced E-Courses are accessible via an HTML5-compatible browser on Windows/Mac/Linux computers and on Android/iOS/iPadOS mobile devices.  The most recent version of Microsoft Edge, Google Chrome, Firefox, or Safari is recommended.