HELP/CNN.COM LIVE VIDEO
Frequently Asked Questions about CNN Live Video
Thank you for your interest in CNN.com's Live video service. CNN.com is committed to providing users with consistent, high-quality video. If you are having issues with videos on CNN.com, please read the answers to frequently asked questions below. If your question is not answered here, send us your feedback on
editorial questions or
technical issues.
TECHNICAL
What are the minimum computer specifications required to use CNN Live Video?
Windows
• Microsoft Windows®: 2000 with WMP9+ or XP with service pack 2
• Microsoft Internet Explorer 6/7 or Firefox 1.0/1.5/2.0
• Flash Player 8+
• 256 megabytes (MB) of RAM - 512 MB recommended
• Broadband Internet connection or access to a high-speed network
• Super VGA (800 x 600) or higher resolution
• 16-bit sound card
• Speakers/headphones
Macintosh
• Mac OSX 1.3 "Panther" with Flip4Mac 2.1+, Quicktime 7.1.2+
• Mac OSX 1.4 "Tiger" with Flip4Mac 2.1+, Quicktime 7.1.2+
• Safari 2.0, or Firefox 1.0/1.5/2.0
• 256 megabytes (MB) of RAM- 512 MB recommended
• Broadband Internet connection or access to a high-speed network
• Super VGA (800 x 600) or higher resolution
• Speakers/headphones
Back to Top
What are the bandwidth requirements to view CNN.com Video?
CNN.com Video requires a high-speed Internet connection for optimal user experience. Broadband connections should be at least 500 Kbps to view CNN.com video . Please note that DSL light and wireless connections may experience slower loading if bandwidth is unavailable for use. CNN does not recommend using dial-up or other low bandwidth connections to access video content..
Back to Top
Do I need Windows Media Player installed to view CNN Live Video?
Yes if you are a PC User:
Windows Media Player is required to utilize CNN Live Video. CNN Live Video is optimized for Windows Media Player version 9 and above. To check your version, open the player, select "Help," and then "About" from the top toolbar.
No, if you are a Mac user:
You may watch live video using the Flip4Mac plugin and Quicktime 7.1.2+
For optimal performance we recommend that you download the latest player. The latest Windows Media Player can be obtained from the
Microsoft Download Center.
You can also upgrade to the most recent version of Windows Media Player at any time. Open the Windows Media Player application and select "Check for Players Updates…" from the Help menu. (Mac users: select "Check for Player Upgrade" from the Help menu.)
Flip for Mac Users click here for instructions
Back to Top
Why does CNN Live video display 'Connecting to media...' but takes a long time to load or does not load?
If CNN Live has loaded and player reports, "Connecting to media..." but the streams take a long time or fail to load, please try the following:
For Mac and PC Users:
Additionally, some Mac and PC users may experience this same issue due to a personal or corporate firewall. Firewall programs often block UDP and Multicast transport protocols.
Please follow the instructions below to configure your player for HTTP streams. Make sure that you close the video before proceeding or changes to the Windows Media Player settings may not be saved.
Windows Media Player 9 or higher (PC)
• To locate the player click Start > Programs > Accessories > Entertainment.
• Open Windows Media Player.
• On the menu bar, select "Tools" and pull down to "Options."
• In Options, select the "Network" tab.
• Under Protocols, uncheck "Multicast, UDP, and TCP." Only HTTP should be checked.
• Then hit "OK" to close this window, and "OK" again to close the Options window.
Close Windows Media Player and any open browsers, then re-launch the browser.
Back to Top
I'm seeing green video while viewing CNN Live video.
Try these steps to start enjoying CNN Live video now:
- Click on the Start button on the task bar to display the start menu.
- Click on Programs and select Windows Media Player.
- Once Windows Media Player opens, click on Tools (make sure the Windows Media Player window is maximized to view the "Tools" heading) and click Options.
- Click on the Performance tab.
- In the Video Acceleration area, drag the slider to the middle. Now check the video quality in the video player. Your problem should be solved. (If you are not able to drag the slider, click the Restore Defaults button to enable the slider).
- If the problem persists drag the slider all the way to the left. This setting should work with most video hardware.
Note: If these steps did not solve your problem, you may need to update the driver on your computer's video card.
Back to Top
My pop-up blocker won't let me launch CNN Live Video. How can I fix that?
Pop-up blockers may prevent the CNN Live video player from opening. Setting your pop-up blocker to allow pop-ups from CNN.com will fix this problem. Please see your pop-up blocker's help section for more information. Many pop-up blockers can be modified via a "settings," "options," or "block/allow" button.
Back to Top
Why do video clips sometimes stop or pause?
The most common cause of a pause or stop is Internet traffic congestion. There is a limit to the amount of information able to pass through your Internet connection, and if you exceed this, the player will "buffer" the data until it can pass. If this problem persists, try closing the player, and then re-launch it from any video link on CNN.com.
Back to Top
What about firewalls?
Some corporate networks and Internet Service Providers block video transmissions by use of a Firewall. If you cannot see video clips (even though your system meets the system requirements noted above), you may want to contact your Internet Service Provider or network administrator to see whether a security firewall is blocking video transmission.
Back to Top
My audio is of poor quality or unavailable. How can I fix this?
Poor audio can result from multiple sources. Internet traffic congestion is the most common cause of pauses or stops, though high CPU usage on your computer or low speed connections can also result in similar issues. If the audio problem appears to be a result of Internet traffic congestion, try closing the player, and then re-launch it from any video link on CNN.com. If high CPU usage is causing interruptions to audio, try closing any programs that you are not using and re-launching the player. Finally, check to ensure that your connection is fast enough to support CNN Video by reviewing our
Bandwidth Requirements.
Receiving no audio transmission is generally an indicator that your speakers or system volume have been muted. Make sure that your audio is enabled and that both your system volume and Windows Media Player volume have the "mute" function disabled.
Back to Top
I can open the player, but cannot see any video.
Your Internet Service Provider could be experiencing problems with its servers. If you cannot view other pages on the Internet, and if the problem persists, you should contact your Internet Service Provider for assistance. If you work within a secure network or behind a firewall, please review the FAQs on
Internet Firewalls to ensure that either is not causing the issue.
However, if you can access the player on another machine or other people can view it, it may be a problem with your browser cache.
To clear your browser cache on a Microsoft Windows PC:
In Microsoft Internet Explorer:
• Click on Tools, then choose Internet Options.
• Click the General tab.
• Click the Delete Files button.
• On the Delete Files dialogue box click the OK button. Selecting "Delete all offline content" is optional.
• To close the Internet Options box, click OK (it may take a minute or more to clear the cache.)
In Netscape Navigator:
• Click on Tools, then choose Internet Options.
• Click the General tab.
• Click the Delete Files button.
• On the Delete Files dialogue box click the OK button. Selecting "Delete all offline content" is optional.
• To close the Internet Options box, click OK (it may take a minute or more to clear the cache.)
In Netscape Navigator 7:
• Choose Preferences from the Edit menu.
• Double click on the category Advanced, then select Cache.
• Click the Clear Cache button, then select OK to close.
In Firefox/Netscape Navigator 8:
• Choose Options from the Tools menu.
• Click the Privacy icon, then select Cache.
• To close the Options window click OK.
To clear your browser cache on a Mac:
In Safari:
• Choose Empty Cache from the Safari menu, then click Empty.
In Firefox:
• Choose Preferences from the Firefox menu, then select the privacy icon.
• Click the Clear button within the Cache section.
• Click OK to exit.
If this does not resolve your issue, please log a technical support request through our
feedback form.
Back to Top
How do I enlarge the player to full screen mode?
Currently, full screen mode is only available for CNN Live Video on the PC
Back to Top
Why do the videos contain commercials?
By running commercials in the video, CNN.com is able to offer the consistently high quality and quantity of online video programming at no cost to our users.
Back to Top
What videos are available on CNN.com?
CNN.com provides video clips in 14 different subject areas from world events to offbeat items.
You'll find many new video clips each day.
Back to Top
What happened to CNN Pipeline?
As of July 2, CNN Pipeline, the subscription based video service has been replaced with CNN.com Video. CNN.com Video is a free service that features live streaming content and video on demand.
Back to Top
© 2010 Cable News Network. Turner Broadcasting System, Inc. All Rights Reserved.
