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LISTENER SUPPORT

This page contains a list of common issues and solutions that we have seen with our listeners. Please see if your issue is in the list. If you are not able to resolve the problem, please use our listener support request form for further assistance.


Frequently Asked Questions

 

Q. Why does the player go immediately to the "Stopped" state, stays in the "Opening" state, or goes to the “Reconnecting” state?

Your cache may contain files or cookies that have become corrupted.

  1. Delete all of your temporary Internet files.
    • Open Internet Explorer and select the Tools menu.
    • Click on Internet Options. Under the General tab, click Delete Files..
  2. Delete the StreamAudio streaming cookie
    • Open Internet Explorer and select the Tools menu.
    • Click on Internet Options. Under the General tab, click Settings.
    • Click View Files and note that a Windows Explorer window opens. In the Windows Explorer window select the cookie named "newplayer/". Right click and select Delete to delete the cookie.
  3. Close all open Internet Explorer windows
  4. Tune into a station again.

If this doesn't work Internet Explorer was not successful in removing all of the Activex components. To manually remove these components:

  1. Open a DOS or Command window
    • Click Start and Run and then enter cmd
  2. Change to the "Downloaded Program Files" folder
    • Change to the C drive by entering C:
    • If using Windows 95/98/ME enter cd c:\Windows\downlo~1
    • If using Windows NT/2000 enter cd c:\winnt\"Downloaded Program Files"
    • If using Windows XP enter cd c:\Windows\"Downloaded Program Files"
  3. Delete all of the ActiveX files
    • Enter dir to display all the files in this folder
    • Delete all files that start with ccpm_ by typing del ccpm_..... for each file
  4. Type exit to close the Command window.
  5. Tune into a station again.

Q. I just upgraded my Windows XP to SP2 and now my player no longer works?

This is most likely caused by the pop-up blocker included in SP2. Please try the following:

  1. Open Internet Explorer
  2. Under "Tools", go to "Pop-Up Blocker"
  3. Under "Pop-up Blocker Settings", type in www.streamaudio.com in the box labeled "Address of Web site to allow" and click on the add button
  4. Exit everything and try clicking on the "listen live" button again for the station again.

Q. When I click on my station’s Listen Live link, the player only partially loads or I am sent back to a different web page.

If you are running a pop-up blocker (such as the one provide with Google Tools) or privacy protection software (such as Norton Internet Security) that blocks pop-up/pop-under ads or "cookies" you should try the following:

  • If you are running a pop-up blocker you may have no choice but to disable it get the StreamAudio player to work. This is because the SteamAudio player is served from the StreamAudio web site at www.streamaudio.com and some pop-up blockers will not allow a window to open from a site other than the one currently open.
  • If you your pop-up blocker allows you to specific sites are allowed to open new windows, you can enter www.streamaudio.com and your player should work with your pop-up blocker enabled. You will need to refer to your pop-up blocker help documentation to effect this configuration.
  • Various pop-up blocker useful information links:
 
  1. If you are using Crazy Browser or the Power IE plug-in for Internet Explorer you will need to follow the instructions in #3 above.

Q. The Player status message goes from 'Opening' to 'Reconnecting' to ‘Ready’

  1. UDP is checked under Network Settings in your media player. Try the following:
  • Open Windows Media Player and select "Tools", then "Options".
  • Select the "Network" tab.
  • Uncheck UDP under "Streaming protocols".
  • Click "Apply" and close the player.
  • Try listening to the station again
  1. The station is not streaming. Verify: Please go to http://www.streamaudio.com/radiostations/default.asp, try some other stations.  
  1. The codecs for your Windows Media Player have expired. Please go to the following site to download the latest codecs:

Q. I am using Mac OSX and get the error “"Cannot open the file. Verify that the path and filename are correct and try again."

This is a very similar situation to the question above, in that UDP is checked under Network Settings in your media player. Please try the following:

  • Open Windows Media Player and select "Tools", then "Options".
  • Select the "Network" tab.
  • Uncheck UDP under "Streaming protocols".
  • Click "Apply" and close the player.
  • Try listening to the station again

Q. I am using Mac OSX with Firefox web browser. The player loads, shows “Opening”, then immediately goes to “Stop”.”

The preference files in Firefox may have become corrupted. Please try the following:

  1. Try removing:       /Users/your_acct/Library/Preferences/org.mozilla.firefox.plist while Firefox is not launched.
  2. Save and relaunch Firefox and see what happens (the pref file should recreate itself).

Q. I am using Windows XP and Firefox web browser. I keep getting the error “Plug-in could not be found.”

Firefox does not automatically recognize the Windows Media Player plug-in. The following site http://forums.mozillazine.org/viewtopic.php?t=206213#Background can help resolve this problem. It will take you through a checklist and show you 3 dll files that may need to be downloaded.

Q. The audio buffers every few minutes and drops out sometimes, why?

If you are using a dial-up modem to connect to the Internet, audio buffering or audio dropout may sometimes occur. Please also try not to browse the Internet or download big files while you are streaming. If you have a high-speed Internet connection and your player still buffers a lot, please contact Technical Support.

Q. Why can I not hear or see a stream even though the player indicates it is playing?

A user may not hear the audio or see the video component of a stream because the user's security level prevents the Windows Media Player from downloading the appropriate codecs. If the user's security level is set to High (the default for Windows 95), the user is unaware that Windows Media Player was unable to download a required codec. The security level is set using Internet Explorer's Internet Options even if another browser, such as Netscape Navigator, is being used. Reducing the Internet Explorer security level to Medium permits Windows Media Player to download the appropriate codecs.

Q. I use a Proxy Server to connect to the Internet, will the StreamAudio Player still work?

If you can browse the Internet, or open Windows Media Player and listen to a stream, then you should have no problem. If you do experience a problem, check the following:

  1. If your primary player is Windows Media Player 7.x it must be set to "Use browser proxy settings". Perform this by doing the following:
    • Open Windows Media Player 7.x from the Start/Programs menu.
    • Right click on the player and open the Options menu.
    • Select the Network tab. Make sure "HTTP" is selected.
    • Select the Configure button. In the dialog that appears, verify or select "Use browser proxy settings".
    • Select OK to close all open dialogs.
  2. Internet Explorer's Proxy Server settings are correct. Perform this by doing the following:  
      • Open Internet Explorer.  
      • Open the Tools/Internet Options menu and click on the Connections tab.  
      • Click the LAN Settings button. Verify that either the appropriate "Automatic configuration" check box is checked, or that the check box under "Proxy server" is checked.  
      • If the check box under "Proxy server" is checked, the Address and Port entries must be correct and you must also select the "Bypass proxy server for local addresses" check box. You may need to consult your system administrator to verify the correct settings.
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