Why can't I see any videos at all?

There are many factors that may affect your ability to view video. Some of these factors and possible solutions are listed below:

Software versions

You may not have the latest versions of the relevant software. We recommend that you use

Real Player G2 or 7.0 or higher Windows Media Player 6.0 or higher Internet Explorer 4.0 or higher Netscape Navigator 4.0 or higher

Internet Connection Quality & Speed

The number of users that your connection is shared with and the bandwidth that is used for connection will affect your Internet connection quality. For example, if you access the Internet through an ISP or if you access the Internet through a network in an office, many users sharing this connection will cause 'congestion' to the connection, which will reduce the quality of the video. If congestion is the problem, it is likely to be only a temporary problem. If you retry later you will usually experience better results. If your connection is set to Broadband, switching to Narrowband may also alleviate the problem. The speed of your connection will also affect quality. Our programming is broadcast quality and if you have a broadband connection you will get the highest quality video currently available online. Please see the questions on Video Streaming for more information.

Security and Network settings

Your software settings may be incorrect. Please see the Technical Queries section to check your settings.

Firewalls & corporate restrictions

Your company or your ISP may restrict your access to the Internet. Please see the questions on Firewalls for more information.

Colour and Resolution settings

You may need to adjust your colour or resolution settings. We suggest that you use at least 16 bit colour (24 bit colour recommended) and a resolution of at least 800 by 600 pixels (1024 by 768 recommended). Please see the Technical Queries section for more details on how to change your settings.

Why can I hear sound but not view video?

You may have specified an incorrect Internet connection speed set. To adjust your connection settings, use the drop down selection box and click go.

Why is my video playback jerky/unclear/of a low quality?

You may have specified an incorrect Internet connection speed set. To adjust your connection settings, use the drop down selection box and click go. If you access the Internet through an ISP or if you access the Internet through a network in an office, many users sharing this connection will cause 'congestion' to the connection, which will reduce the quality of the video. If congestion is the problem, it is likely to be only a temporary problem. If you retry later you will usually experience better results. If your connection is set to Broadband, switching to Narrowband may also alleviate the problem. The specifications of your PC may affect video quality, for example, low processing speed or low memory. Limiting the number of applications you have open when watching video streaming may also help. You may need to adjust your colour or resolution settings. Please see the Technical Queries section for more details on how to adjust these.

Why is my audio/video constantly buffering?

You may experience excessive buffering as result of a poor connection. Buffering occurs while the Media Player, prior to playing, is collecting the data necessary to play the clip. Buffering should not affect the continuity of playback. Increasing the buffer time in your media player may remove this problem, although you may experience slightly increased clip loading times.

I have a Broadband connection, why can I not view Broadband video?

The number of users that your connection is shared with and the bandwidth that is used for connection will affect your Internet connection quality. For example, if you access the Internet through an ISP or if you access the Internet through a network in an office, many users sharing this connection will cause 'congestion' to the connection, which will reduce the quality of the video. For this reason, setting your bandwidth to Narrowband, even if you have a Broadband connection, may improve your viewing quality. For similar reasons, your company may impose corporate restrictions limiting the use of the Broadband connection to limit the congestion to your connection.

How can I change my colour and resolution settings?

We suggest that you use at least 16 bit colour (24 bit colour recommended) and a resolution of at least 800 by 600 pixels (1024 by 768 recommended). On a PC follow the steps below: Click the Start menu, choose Settings, and then Control Panel Double-click the Display icon Select the Settings tab Under the Colors section, select High Color (16 bit) or True Color (24 bit) (24 bit colour recommended) Under the Screen area section, set the resolution to at least 800 by 600 pixels (1024 by 768 recommended) Click OK to close the Display Properties window