Troubleshooting - Listening to Audio Files / Viewing Video Files
  I click on the video file link, but don't see or hear anything.

You do not have the software plugin required to view the video files.

    Many types of media files (audio, video, animations, PDFs) require an additional piece of software, called a plugin, to play correctly within your browser. The most common free plugins used by instructors in WebCT courses are:

    • RealPlayer or Windows Media Player for sound files
    • Quicktime for movie files
    • Flash for animations
    • Adobe Acrobat Reader for PDF files

    If you have trouble accessing or playing a file your instructor has provided, check to see what type of file it is, and read your instructor's instructions carefully to determine whether you may need a plugin to view it.

    It is important that, whenever possible, you use the most updated version of the plugin. In some cases, older versions of the plugin may cause playback to freeze or experience other problems.

    Visit the Browser Plugins page for specific instructions and links to download the most recent versions of each of the plugins.

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Your internet connection is still loading the files.

    If you are using a dial-up connection or if the file in question is unusually large, it may take a long time to load into the plugin. While the file is loading into the buffer, you will not hear anything.

    If it appears that the file is still loading, or if you see a message that says "Buffering" in the plugin, try waiting longer to see if the file begins playing.

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Old information stored in your browser's cache is causing problems.

    To speed access to often-used information, browsers store copies of data, images and form inputs in a cache. It's possible that information stored in your browser's cache is trying to either bypass the login to go directly to an internal WebCT page, or that login information has been cached incorrectly.

    In either case, clearing your browser's cache may resolve the problem.

    Internet Explorer

    1. Go to Tools --> Internet Options.
    2. In the Temporary Internet Files section of the General tab, click Delete Files. If you have not done this in a while, this could take a couple of minutes to complete.
    3. Click OK.

    Netscape Navigator

    1. Go to Edit --> Preferences.
    2. Click Advanced.
    3. Click Cache.
    4. Click Clear Cache.
    5. Click OK.

    Mozilla Fireforx

    1. Go to Tools --> Options.
    2. Click Privacy.
    3. Scroll down, if necessary, until you see Cache.
    4. Click Clear.
    5. Click OK.

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Popup blockers installed on your computer are preventing the video player from launching.

    It is increasingly common for security programs and browsers to incorporate popup ad blockers as a part of their functionality. While this helps prevent annoying popup advertisements, it also prevents WebCT and legitimate web sites from launching new content windows. In WebCT, this will prevent certain types of file viewing, as well as launching quizzes and chat rooms.

    Check the following types of programs on your computer, any (or all) of which may contain popup blockers:

    • Internet security programs (e.g., Norton Internet Security, Macaffee, etc.)
    • Spam blocking software
    • Internet browsers (e.g., Mozilla Firefox, Netscape Navigator, Internet Explorer)
    • Your internet service provider, if you are using a service such as AOL or MSN

    All popup-blocking programs allow you to define certain sites as "trusted," allowing popups to be generated from those sites. Configure your software to allow the following sites to be trusted:

    • webct.bucks.edu
    • xena.bucks.edu
    • www.bucks.edu

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