Technical Support

Technical Support

General Website Issues

I receive an error message after clicking Add to Cart

A website error can usually be corrected by closing all of your web browser windows (to reset all session cookies) and trying again.

Alternatively please try the link below, which should remove any previous session information for ecom.lsuc.on.ca from your web browser; and then try signing in again.

http://ecom.lsuc.on.ca/cpd/logout.jsp

Rarely, firewall software such as Norton Internet Security hinders the transaction process and needs to be modified or disabled for the transaction to complete. First close any internet browser windows. Then disable the firewall. Once firewall is disabled, open up a new browser and attempt the transaction again. Remember to re-enable the firewall once complete.

PDF material will not load

Errors can occur when trying to open larger PDF files directly within the web browser window. Please try the following:

  1. Right-click on the link to the PDF and choose 'Save Target As' (Internet Explorer) or 'Save Link As' (Firefox)
  2. Choose (and remember) a location to save the file on the computer system.
  3. The web browser should indicate once the file has been downloaded and may provide a link to open the file. Alternatively, open 'My Computer' and browse to the folder where the file was saved and open the file.

Live Webcasts and On Demand Webcasts (Flash/HTML5)

How will I know if the webcast is provided in Flash/HTML5 format?

  • Programs originally held after September 1, 2013 will be provided in Flash and HTML5 format.

What are the hardware and software system requirements?

We recommend a broadband network connection for the most enjoyable experience.

The system requirements to view this stream and associated technologies are listed below.

  • Windows
    • Operating System: Windows XP or newer
    • Browser: Internet Explorer 7.0 or above, Mozilla Firefox 3.4 and above, Google Chrome
  • Mac
    • Hardware: An Intel Based Mac
    • Operating System: Mac OS 10.6 and above
    • Browser: Safari 4 and above, Mozilla Firefox 3.4 and above, Google Chrome
  • Linux
    • Browser: Mozilla Firefox 3.4 and above, Google Chrome
  • iOS
    • iOS version 5 or greater
  • Android
    • Android version 3 or greater
  • Flash Browser Plug-in or HTML5-compatible Browser
    • We deliver live webcasts in both Flash and HTML5 formats, so no Flash plug-in is required with access to an HTML5-compatible browser/device.

To ensure your system meets the requirements, we encourage you to test your system by clicking the following test video: Test Your System.

The test video or the webcast video will not play

Check the Buffering Status in the status bar below the viewer. If this icon is present buffering icon, allow it some time. It is standard for a delay when a stream loads (the length of the delay will depend on your network connection).

Verify you have Adobe Flash installed on your computer or a HTML compatible browser/device.

Try refreshing the stream by doing one of the following:

  • Click the refresh button on your browser Refresh
  • CTRL+F5 for Windows
  • Command (Mac Command key) + R for Mac

If you are viewing this stream on a mobile device please see the requirements section for more information. Your device must either support Flash or HTML5 to view the stream.

I am experiencing buffering issues, lag, or choppy video

There is most likely too much traffic on your network. First, make sure you are not running network-intensive programs or downloading large files while trying to watch streaming content. Close all programs that are not being used including extra browser windows that may be open and consuming bandwidth. Click the Play button and try again. If the problem persists, please contact your network administrator to inquire about any problems with your network.

I cannot hear anything (or the sound is very faint). What do I do?

  1. Check the volume control on the video player. Ensure that mute is not checked, and the volume slider is to the right.
  2. If you have external speakers, ensure they are plugged into the correct audio port on your computer, plugged into a power outlet, turned on, and the volume is turned up. Your speakers or headphones must be plugged into the sound card not into the sound out jack of the CD-ROM drive.
  3. To check system settings, click on Start and then 'Control Panel', then 'Sounds and Audio Devices' (or similar). On the 'Volume' tab move the slider under the 'Device Volume' section all the way to the right-hand side (High) and ensure the Mute box is not checked. If settings are changed, click Apply.
  4. Click 'Advanced' and ensure the 'Master' (and 'Wave', if applicable) volume slider are at the top and the mute box for both is not checked. If settings are changed, click Apply.
  5. To test for sound, click on the 'Sounds' tab, choose one of the sounds in the lower window with a speaker icon next to it, and click the play button (triangle).
  6. Click OK at the the bottom of the window to save new settings.

If you are within a corporate firewall/proxy server ask your network administrator if you have an Internet firewall, which may block reception of the audio and video content.

I hear an echo

The most likely cause of an echo is having multiple webcast windows/tabs open. Please check your task bar area (open programs at bottom of screen) and your web browser windows/tabs for duplicate running webcast streams and close any extra windows/tabs.

Is it possible to save a webcast to my computer hard drive?

No. The files are only designed to be streamed continuously in small packets and cannot be saved to your hard drive. However certain learning formats (available separately) may include a downloadable MP4 file.

On Demand Webcast (Windows Media)

How will I know if the webcast is provided in Windows Media format?

  • On demand webcasts for programs originally held after September 1, 2011 but before September 1, 2013 (excluding audio-only programs) will be provided in Windows Media format (WMV).

What are the hardware and software system requirements?

  • On demand webcasts provided in WMV format will play in Windows Media Player on Windows-based computers. If you are using OS X (Mac), you will need a standalone player capable of WMV playback. We recommend VLC Media Player, which you can download at www.videolan.org.

On Demand Webcasts / On Demand Audio (Real Media)

How will I know if the webcast is provided in Real Media format?

  • On demand webcasts for programs originally held before September 1, 2011 (including audio-only programs) will be provided in Real Media format (RM).

What are the hardware and software system requirements?

  • On demand webcasts and on demand audio programs provided in Real Media format will play in Real Player.

On Demand programs (General)

I can't hear anything. What do I do?

  • The first thing to do is make sure that your speakers are plugged in and turned on. Many computer speakers have on/off switches or buttons that need to be adjusted. A LED light will usually be seen if the speakers are on.
  • Check the speakers' volume levels. You may need to turn up the speakers' volume controls to an adequate volume level. To adjust the volume controls:
    • There is usually a volume knob on the speakers' themselves.
    • Check to see that the volume level on your computer is turned up to an adequate level. This can be done on a "Windows" machine by double clicking on the sound icon on your task bar. This is usually located in the bottom right hand side of your monitor. It is either a yellow or grey icon that looks like a speaker.
    • You can also test your system by performing an action that you know will generate sound such as inserting a music CD.
  • If you still cannot hear the seminar, contact the Website Administrator.

I received an error message such as "connection to the server failed" or "could not connect to the server."

If this occurs, there may be issues with your Internet Connection or there might be high levels of network traffic/volume on the server. It is recommended that you close down the player and simply try again after a few minutes.

Is it possible to save an on demand program to my computer hard drive?

No. The files are only designed to be streamed continuously in small packets and cannot be saved to your hard drive.  However certain learning formats include a downloadable MP3 file.

Are there any tips to improve the overall experience of listening to on demand audio programs?

Generally, you should close all non-related windows and applications on your PC, except for your Internet browser and the Real Player. Other applications which use the Internet should also be closed such as email or other streaming content (such as Internet radio) as these may reduce the bandwidth available to the Real Player.

Why am I having problems accessing on demand programs at my workplace?

Some office networks have a firewall which have been configured to block or slow down streaming media, including on demand webcasts and audio programs. This may also include firewall software installed on your PC. If this is the case, please speak with your Network Administrator or IS Department if you have any of these issues.

What does "buffering" mean? Why does the content stutter? Why is the content not smooth?

Before Real Player can play the program, it must first buffer the stream. Since traffic on the Internet varies, to prevent "stuttering" or "skipping," Real Player stores part of the stream ahead of time. Whenever traffic is heavy, Real Player releases some of the stored stream to you and waits to catch-up with the rest of the stream.

If the performance is choppy, or stutters, you may have a slow connection or your machine may be simply too slow to handle the stream. Video will look worse at dial-up Internet speeds, with a reduced framerate. It is recommended to all other programs/applications while viewing the on demand program.



If you have other technical questions, please email: ecom_inquiry@lsuc.on.ca.

e-Courses

What are the hardware and software system requirements for e-Courses?

Self-paced e-Courses are accessible via Flash plugin on Windows/Mac/Linux, and an HTML5-compatible browser on Windows/Mac and iPad. Flash plug-in is not required if accessing via an HTML5-compatible browser/device.

  • Flash Player 10 or later, and one of the following browsers:
    • Windows: Internet Explorer 6 and later, Firefox 1.x and later, Google Chrome, Opera 9.5 and later
    • Mac: Safari 3 and later, Firefox 1.x and later, Google Chrome
    • Linux: Firefox 1.x and later
    • If Flash Player is not built-in or installed, you may get it here: http://get.adobe.com/flashplayer/
  • HTML5-compatible Browser
    • Windows:Google Chrome 14 or later
    • Mac: Safari 5.1 or later, Google Chrome 14 or later
    • iPad/iPhone: Mobile Safari on Apple iOS 5.0 or later

I cannot hear anything (or the sound is very faint). What do I do?

  • The first thing to do is make sure that your speakers or your headphones are plugged in and turned on. Many computer speakers have on/off switches or buttons that need to be adjusted. A LED light will usually be seen if the speakers are on.
  • Check the speakers' volume levels. You may need to turn up the speakers' volume controls to an adequate volume level. To adjust the volume controls:
    • There is usually a volume knob on the speakers' themselves.
    • Check to see that the volume level on your computer is turned up to an adequate level. This can be done on a "Windows" machine by double clicking on the sound icon on your task bar. This is usually located in the bottom right hand side of your monitor. It is either a yellow or grey icon that looks like a speaker.
    • You can also test your system by performing an action that you know will generate sound such as inserting a music CD.
  • If you still cannot hear the seminar, contact the Website Administrator.
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