Help with Windows Media Player
- The the player says 'Stream Unavailable - Please Try Later'
- Why is the stream playing the same 5-10 seconds of Audio?
- Why is the stream choppy or buffering?
- Why is my player saying "Windows Media cannot play the file because the specified protocol is not supported..."?
- Why do the same audio ads keep playing?
- How can I create a shortcut to the player on my desktop?
- Does the player work with Mac and Linux, RealPlayer and Winamp?
- Why is the radio broadcast ahead of the Internet stream?
- Why does it ask for my email address and information again?
Does the player say 'Stream Unavailable - Please Try Later' above the SurferNETWORK logo?
This usually means that the player is ready to play the stream but it is not receiving one. Causes for are that the stream is actually down at the station, or something on your network or computer is blocking the stream.
If none of these suggestions work for you, please let us know by filling out a Trouble Report.
Things to check:
IN YOUR BROWSER:
PROTECTION MODE: If you are on Vista, "Protection Mode" for Internet Explorer needs to be turned off. You may also want to add the link to your "Trusted Sites" list where the protection is off by default.
SECURITY SETTINGS: Your browser should be set to medium or less for streaming. If you need to change your security settings, restart your computer completely before trying again.
POP-UP BLOCKERS: Pop-up blockers can prevent our latest player from opening properly. If you have pop-up blockers on your system, you can temporarily disable them by holding down the "Ctrl" key when clicking the "Listen Live" button. This is a good quick way to test if it is the pop-up blocker that is blocking the stream.
You can also set the pop-up blocker to allow our player to be launched (without affecting its ability to block other pop-ups) by allowing surfernetwork.com.
To set Internet Explorer to allow the SurferNETWORK player:
In Internet Explorer, go to Tools->Internet Options->Privacy tab. The "Block pop-ups" option will probably be checked. (If it is not, then you are most likely using another pop-up blocker that needs to be modified instead.) Click the Settings button, and type in "surfernetwork.com". Then click Add to include the SurferNETWORK player to the Allowed list. Click Close and then OK.
IN YOUR WINDOWS MEDIA PLAYER:
IS IT INSTALLED?:
If not, go to Microsoft's Web Site, download the player, then follow the installation instructions provided. If you need help with installation of Microsoft Windows Media Player, go to Microsoft's help page.
Mac users with newer machines may not be able to get a copy of the Windows Media player. They should download Silverlight if they are on OS X 10.4.9 or higher. You can also use Flip4Mac or VLC (which also works for Linux users) player. Please fill out a Trouble Report, including the station’s call letters, so that we can send you a special Listen Live link.
IS IT UP-TO-DATE?: Check for Windows Media Player: Windows 95, 98, or NT 4.0 should be version 6.4 or higher, Windows 3.x should be version 3.0, Macintosh should be version 6.3 or higher. Windows users can identify the version of the player they are currently using by "right clicking" their mouse when it is over the player, and looking at the properties box.
IN YOUR NETWORK, FIREWALL, or ANTIVIRUS:
CORPORATE/NETWORK FIREWALLS and/or POLICIES:
If you are listening in an office, is there a firewall, or a proxy server in place that blocks streaming media? Go to Microsoft's general help page look for the firewall and proxy server information.
If you are on a network where the network administrator could have blocked streaming, or restricted the bandwidth available for streaming, please contact them.
PERSONAL FIREWALL and/or ANTI-VIRUS: Some anti-virus and/or personal firewall software packages block streaming. If you have any of this software on your computer, please try disabling them one at a time and try to access the stream. If you are able to access the stream when one specific software package is disabled, streaming will have to be "allowed" through that software. Please consult the software Help or manual to learn how to allow streaming.
^topWhy is the stream playing the same 5-10 seconds of audio?
REPETITIVE AUDIO There are generally two causes for this:
- The streaming is hung up. Please start by filling out a Trouble Report and letting us know the call letters and a brief description of the problem.
- The broadcaster is playing filler audio during a non-streamable sporting event or syndicated show. Sometimes the radio stations cannot stream everything that they play over their terrestrial broadcast so they use a looping audio clip to fill in the blank time.
Why is the stream choppy or buffering?
Internet connection is too slow or is cutting out. Common symptoms are constant buffering and disconnects. Call your Internet Service Provider and have them check your line if you believe this to be the problem.
Bandwidth limitation on your network. This could be a company security or bandwidth-usage policy. It could also mean that your network is busy with file transfers or downloads. If you are in an office please check with your administrator.
Computer memory is low. If your memory or cache file folders are full you may experience audio streaming errors, try emptying your Temporary Internet files, and any addition files, such as the contents of the recycling bin.
If none of these problems are evident on your system and the stream is buffering more than normal, or every few seconds, please fill out a Trouble Report telling us the Call Letters and a short description of the problem.
If you are experiencing this problem only once in a while, this also might help:
Open the Windows Media Player on your computer. Go to View->Options->Advanced tab. Then select Streaming Media (Windows Media) and click Change. At the top, you can tell Windows Media to buffer more audio before it begins to play. You can tell it to buffer 30 seconds or so to help. Try to increase the number to suit your needs. **Keep in mind that if this is a permanent problem with your connection, choppy audio may be inevitable.
^topWhy is my player saying "Windows Media cannot play the file because the specified protocol is not supported..."?
IS IT UP-TO-DATE? Check for Windows Media Player: Windows 95, 98, or NT 4.0 should be version 6.4 or higher, Windows 3.x should be version 3.0, Macintosh should be version 6.3 or higher. Windows users can identify the version of the player they are currently using by "right clicking" their mouse when it is over the player, and looking at the properties box. You can download the player for free from Microsoft's Web Site.
IS IT SET AS THE DEFAULT PLAYER? To set the Windows Media player as your default player, open it and go to Tools->Options->File Types tab, then click the Select All button, then Apply and OK.
Why do the same audio ads keep playing?
Due to some legal obligations, some radio ads cannot be streamed over the Internet. To accomplish this, we replace these ads with PSAs (Public Service Announcements) or other ads. Sometimes there are not enough ads to generate a wide enough selection so you hear each ad a lot. If you are hearing the same ads frequently, please fill out a Trouble Report and tell us the call letters and a brief description of the problem so that we can insert more ads or notify the station.
^topHow can I create a shortcut to the player on my desktop?
This is currently under development.
Does the player work with Mac and Linux, RealPlayer and Winamp?
Mac users with newer machines may not be able to get a copy of the Windows Media player. They should download Silverlight if they are on OS X 10.4.9 or higher. You can also use Flip4Mac or VLC (which also works for Linux users) player. If you are going to use any of these players other than Silverlight (which will work automatically with the regular Listen Live link), please fill out a Trouble Report and let us know the call letters of the station so that we can send you a special Listen Live link.
Some listeners have been able to hear the stream in RealPlayer and Winamp however this is currently unsupported.
Why is the radio broadcast ahead of the Internet stream?
The Internet stream is usually delayed between 5 seconds and 220 seconds. This is due to regular Internet traffic delays. If you are experiencing a delay greater than 220 seconds, please fill out a Trouble Report and let us know the call letters of the station.
Why does it ask for my email address and information again? (ONLY For broadcasters who require registration)
Your browser is most likely set up to NOT accept "cookies". The registration program places a small cookie on your computer to let it know you have been there before. Without the cookie, the program "thinks" you are a new user. Configure your browser to accept cookies. If you periodically clear your computer of cookies, you will be asked to re-register the next time you want to listen. SurferNETWORK does not require a login or registration. If you are seeing this it is most likely from the broadcaster’s website.