Help desk / FAQ

This section is for people who have a technical problem with eduStream.

Please use the problem reporting tool on your recording page. This will automatically give us information about the computer you are using.

If you can not reach the recording page and you can't find the answer here, email help is also available. Please include details of the problem you are having, the text of any error message, your computer type (eg Macintosh or PC) and operating system (eg Windows 2000).

I get an error message when I try to install QuickTime

1. Remove all old versions of QuickTime. Restart your computer and try to install QuickTime again. Follow the instructions very carefully
2. If you still get an error message, please copy out the message and email it to eduStream help. Please include details of the problem you are having, your computer type (eg Macintosh or PC) and operating system (eg Windows 2000).

The lecture doesn't play and I can't see the controls

1. Reinstall QuickTime
2. If you have a 'firewall' installed on your computer, you may need to change its settings. A firewall is security software used to protect a computer. All Windows XP computers have a firewall.
3. Some virus protection software has a built-in firewall which may need to be disabled
4. If you are still having this problem, please email eduStream help Please include details of the problem you are having, your computer type (eg Macintosh or PC) and operating system (eg Windows 2000).

The sound volume is too low

1. Turn up the volume using the volume control in the Lecture Caster window
2. Go to the control panel for your computer, find the sound controls and turn up the sound
3. Turn up the volume on any external speakers
4. If you are still having this problem, please email eduStream help Please include details of the problem you are having, your computer type (eg Macintosh or PC) and operating system (eg Windows 2000).

The sound is poor quality

1. Try choosing a different bandwidth option for the lecture
2. Try using headphones instead of speakers
3. Turn up the volume on any external speakers
4. If you are still having this problem, please email eduStream help Please include details of your computer type (eg Macintosh or PC) and operating system (eg Windows 2000).

I can't hear any sound at all

1. First follow the steps for 'The sound volume is too low', above
2. Check that any external speakers are plugged in and switched on
3. If you still can't hear sound, check whether your computer has a sound card. If you don't have a sound card, you will not be able to hear recordings
4. If you are still having this problem, please email eduStream help Please include details of the problem you are having, your computer type (eg Macintosh or PC) and operating system (eg Windows 2000).

Sound is intermittent or there are frequent pauses

If this occurs, please write down the download speed that your Internet connection typically gives you (ie the actual download speed rather than your modem's rating). You can get a measure of this speed by downloading a file from the Internet, and looking at its status as it downloads. email these details to eduStream help along with details of the problem you are having, your computer type (eg Macintosh or PC) and operating system (eg Windows 2000).

A very few home modem users find they can't use eduStream at home at all, because their connection speed is too slow. This is caused by poor phone cabling in their area. We can't offer a solution to this issue, and can only suggest that you contact your telephone service provider.

I can't see the visual images

1. Was 'Visualiser' available as a choice when you selected the bandwidth? If not, then there are no visual images for the lecture
2. Please follow the steps for 'The lecture doesn't play and I can't see the controls', above
3. If you are still having this problem, please email eduStream help Please include details of the problem you are having, your computer type (eg Macintosh or PC) and operating system (eg Windows 2000).

Other people in the class have access to the lecture, but I don't

A lecture will normally be available the day after it was recorded. (For a few subjects, there will be a two day delay. This happens where a lecture is held at night and is not in an eduStream venue.)

If your lecture is more than a day late, and still hasn't appeared in the list of lectures for your subject, try clicking the 'Refresh' button on your browser.

Some web browsers can show old versions of web pages that they have 'cached' on the hard drive, rather than the latest version. You might also try clearing your cache (check the Help menu on your web browser for instructions).

Last reviewed: 11 December, 2007