Troubleshooting Tips for Sage University Anytime Learning Videos

#1. Windows Media Player Error Messages

The most common error messages that prevent sreaming video are:

  • Error Message #1: "Windows Media Player cannot play the file because a network error occurred. The server might not be available. Verify that you are connected to the network and that your proxy settings are correct."
  • Error Message #2: "Window Media Player cannot find the file. If you are trying to play, burn, or sync an item that is in your library, the item might point to a file that has been moved, renamed, or deleted."
  • Error Message #3: "Windows Media Player cannot play the file. A network firewall might be preventing the Player from opening the file by using the UDP transport protocol. If you typed a URL in the Open URL dialog box, try using a different transport protocol (for example, "http:")."
  • Error Message #4: "Windows Media Player has encountered a problem with playing the file."

Depending on your system configuration, one of the following suggestions should solve your video streaming error message:

Use Only HTTP Streaming

Some network environments have problems using RTSP/UDP and RTSP/TCP streaming protocols. First try to resolve your issue by turning these protocols off and leaving only HTTP checked.

For Windows XP:

  1. Start Windows Media Player.
  2. Click the Tools menu, and then click Options.
  3. On the Network tab, clear the RTSP/UDP and RTSP/TCP check boxes.
  4. Click OK.

For Windows Vista and Windows 7

  1. Start Windows Media Player.
  2. Press the Alt key to open a pop-up a menu.
  3. Click Tools, and then click Options.
  4. Click the Network tab. Clear the RTSP/UDP and RTSP/TCP check boxes.
  5. Click OK.

Uninstall and Reinstall Windows Media Player

These messages can also result from a corrupted installation of Microsoft Windows Media Player (WMP). In most cases, uninstalling WMP and then reinstalling WMP resolves the issue. (DISCLAIMER: Sage does not offer technical support for removing and installing Microsoft software from your computer. If you require assistance, contact Microsoft Corporation.)

For Windows XP:

  1. Refer to this Microsoft Support Article for uninstallation instructions.
  2. Refer to the Microsoft Download Center for reinstallation instructions and downloads.

For Windows Vista:

Windows Media Player is embedded as part of the Vista Operating System. Microsoft does not support uninstalling this program. Instead, Microsoft recommends reinstalling the Vista OS, restoring from a backup, or installing this cumulative update for Windows Media Player 11 in Windows Vista.

For Windows 7:

  1. From the Start button, type Turn Windows features on or off in the Search box.
  2. From the results, click to open the Windows Features dialog.
  3. Expand the Media Features node.
  4. Clear the Windows Media Player check box.
  5. Windows will prompt you for conformation; click Yes.
  6. Wait for Windows to uninstall Media Player. When finished, Windows will ask you to restart your computer.
  7. After you restart your computer, open the Windows Features dialog again.
  8. Expand the Media Features node.
  9. Select the Windows Media Player check box.
  10. Wait for Windows to reinstall Media Player. When finished, try launching your Anytime Learning videos again.

Install Updated Codec Pack

Updating your Codec Pack will resolve Error Message #4

Try downloading and installing a codec pack that supports Windows Media files: Windows Essentials Media Codec Pack.


#2. Slow or Constant Buffering

Our videos are in .WMV format. By default, Windows Media Player may try to download all of the content before playing it. On occasion, some of our videos are larger than your connection can buffer at once.

First, verify that your Internet connection is operating at its highest speed. If you are connected to a VPN, we recommend disconnecting from it before watching any of the Anytime Learning videos.

Second, try changing the network and buffer settings in Windows Media Player:

For Windows XP:

  1. Start Windows Media Player.
  2. Click the View menu, and then click Options.
  3. On the Advanced tab, click Streaming Media (Windows Media).
  4. Click Change to alter the buffer settings to a lower setting. Settings you might try are 5, 10, 20. The higher you set the buffer the more of the clip will be loaded.
  5. Click OK.
  6. Click the Tools menu, and then click Options.
  7. On the Network tab, ensure that the RTSP/UDP, RTSP/TCP, HTTP, and Allow the player to receive multicast streams check boxes are selected.
  8. Click OK.

For Windows Vista and Windows 7

  1. Start Windows Media Player.
  2. Press the Alt key to open a pop-up a menu.
  3. Click Tools, and then click Options.
  4. Click the Performance tab. Under Network Buffering, change the Buffer value. Settings you might try are 5, 10, 20. The higher you set the buffer the more of the clip will be loaded.
  5. Click the Network tab. Ensure that the RTSP/UDP, RTSP/TCP, HTTP, and Allow the player to receive multicast streams check boxes are selected.
  6. Click OK.

#3 Firewall Issues

Our videos are hosted on a third-party media server to ensure maximum uptime and access from anywhere in the world. On occasion, your company's firewall settings may not allow MMS streams, and you may need to ask your IT administrator for assistance.

  • Open a command prompt (Start > Run > "cmd"). Type ping saleslogix.edgeboss.net, and then press Enter. If you can ping that server, your firewall is probably not the cause of the issue.
  • If the ping is not successful, try the following options:
    1. Set your firewall to allow the http://edgeboss.net/ and http://edgestreams.net/ domains.
    2. Ensure you are not blocking the following Ports / Protocols:
      MMS: 1755 or RTSP: 554.

#4. I get the following message: "Replacement content."

Some of our Anytime Learning videos are housed inside a Flash-based table of contents. To verify you have the most recent version of Adobe Flash Player installed on your system or to upgrade, visit http://www.adobe.com/software/flash/about/.

#5. All of the text looks jumbly inside my browser window

If you are running Internet Explorer 8, you must enable Compatibility View.

#6. None of those tips worked!

Try playing the videos from an alternate location (if available). For example, if you cannot play the videos when you are in the office, run a test from your home Internet connection. Or, try watching the videos at your local Starbucks. Although this is not a permanent solution, it may help you verify there is a problem with your Internet connection at your primary location for further troubleshooting. For further Windows Media Player troubleshooting information, visit http://support.microsoft.com/ph/7763.