The following information is provided to help you get the most out of your online viewing experience. At this time, our team is not able to provide you with individual technical support, however, you will find answers to the most common technical issues on this page.

Frequently Asked Questions - And Answers!

Q: My Audio is Not in Sync With the Video. What Can I Do to Fix This?

A: If the words you hear do not match the lip movement, the audio and video streams are out of sync (this is common with long video streams, the longer the broadcast, the more it tends to happen)

To fix this, you can hit the PAUSE button the video and then wait just a few seconds. Then hit the PLAY button and you should be back in sync again.

Q: The Volume is Too Low. What Can I Do?

A: There are up to 3 differnt places to adjust sound. First, on your computer, check the volume level settings. They should be set as high as possible.

There is also a volume control on the video stream player. Click on the speaker icon under the video, and move the volume level up using your mouse.

If you have external speakers (the kind that sit on your desk rather than being inside your computer), those also have their own volume control. The volume control for external speakers is usually a knob located on the front of one of the two speakers.

Q: I'm Hearing an Echo, or More Than One Audio Track, What Can I Do?

A: The echo effect is caused when there is more than one connection open on your computer. Check to be sure you have opened just ONE browser and ONE tab within that browser that is connected to the live stream. Close all but one connection to the stream and the issue will be solved.

Q: What Should I Do if I Lose the Live Video Stream?

A: While we don't expect to lose the video stream connection, unexpected technical issues can arise. Please be sure to join the Chat Room as this is where we will post any information on technical issues if they should arise. If there is nothing being posted in the Chat Room, chances are the issue is not with the stream, but instead with your computer or Internet connection.

Check your Internet connection first by trying to go to a web site that you have not visited in the past 30 days. This is important because web browsers will often store copies of web pages you've visited recently and may display them to you even though you are not actually connected to the Internet.

If you do have an Internet connection, try closing your browser software and then opening it and logging back into the video viewing site. If that does not help, sometimes simply re-booting your computer and trying again will solve the problem.

Q: What if the Video Stream Freezes, or Goes Black?

A: If there is nothing being posted in the Chat Room about any technical issues, that means the issue is either with your Internet connection, or with your computer.

If you have an older computer, shut down any programs that you have open, leaving only your web browser open.

You can refresh your web browser and that will reset the connection to the video stream.

If none of this helps, test your Internet connection speed by going to http://www.SpeedTest.net You should have at least .7 mb/s. Remember Internet speeds can vary from minute to minute and Internet outages are commonplace. Often, issues with your Internet connection will resolve themselves in a few moments.

Q: What Kind of Internet Connection do I Need to View the Live Class?

A: You will need a HIGH-SPEED Internet connection to be able to view our live events. This means that you have an Internet connection that is from your phone company (DSL), your cable company, or either a 3G or 4G connection via your cell phone provider.

Please note that at this time, many smart phones are NOT able to view web content that is based on Flash. If your device does not support Flash, you will be UNABLE to view the live class.

Dial-up Internet connections are too slow and will not work to view the live video streaming.

Your connection speed must be at least .7 mb/s. If you are unsure that your Internet connection is fast enough, you can test it by going to http://www.SpeedTest.net

Wi-Fi connections to the Internet can work as well, as long as they meet the speed requirement.

Q: Can I Use a Satellite Internet Connection?

A: Satellite Internet connection can work, as long as your connection meets the minimum speed requirement or .7 mb/s. If you are unsure, you can test your connection speed by going to: http://www.SpeedTest.net

Please keep in mind that Satellite Internet connections are affected by weather, both at your location and where the Satellite connection terminates back on Earth. They can also vary is speed depending upon the number of people using their Internet connection at the same time.

Q: Is There Any Special Software Needed to View the Live Events?

A: You will need Adobe Flash installed on your machine in order to view the video. Flash is free, and you most likely already have it installed. If you can view the videos on our video tutorials page, you have flash installed already.

It is also a good idea to install the most recent version. Here is the link to download the latest version of Adobe Flash: http://get.adobe.com/flashplayer

Q: Which Web Browser Should I Use?

A: For viewing our live events, Internet Explorer and Firefox are the preferred browsers. Google Chrome has not proven to be reliable at this time. Mac users can use Safari.

It is helpful to have the latest version of your browser installed. Many people have a favorite browser and some may even refuse to use anything but their favorite browser. A better approach is to have more than one browser installed on your computer so that if you're having trouble with a web site in one browser, you can simply open it in another browser instead