A. This message is received when either another person logs into your account simultaneously or your account has been idle for 15 minutes after login. Also, confirm you have logged out from your previous session. Verify no other computer logged into the portal from the same network. A login collision is created when a user forgets to logout of the previous session. Collisions are recorded by the portal anti-piracy system.
Q. I am attempting to watch a video and windows media player does not buffer (or load) the video. What should I do?
A. Some videos are larger than 100mb or longer than 60 minutes. If you are attempting to watch from an International location outside of the United States or Canada please verify with your local internet service provider (ISP) that you have the ability to stream these large video files. Our technical department will also be able to reach out to these ISP's and open support tickets to solve such inquiries.
For files smaller than 100mb, check your system for Norton or Mcafee Firewall Security Software. To assure streaming of videos, uninstall or disable these software products. If you have Mcaffe Security Center installed, please disable the following services:
- Mcafee Redirect Service
- Mcafee Privacy Service
- Mcafee Proxy Service
Q. When I login to the platform I get an error message, "Fatal Error. Please retry later." What should I do?
A. Within Internet Explorer, go to the Tools Menu, and click on Internet Options. Choose the "Privacy" tab and check the level for your Internet Zone. Platform access will be blocked when the setting is set to "High" or "Block all Cookies", so choose "Medium-High" or lower. Also, click on the "Sites" button and add the site, "https://www.wstssonline.com" then click "Allow" to add it to the allowed list and click ok to close the window.
Q. I am using Windows Media Player version 11, with Windows Vista OS and when I load the videos I can only hear audio but no picture or video appears. What suggestions are there for Windows Vista users?
A. Inside Windows Media Player, please try these steps.
1. On the Tools menu, click Options.
2. On the Player tab, select the Download codecs automatically check box.
If you use the Player in a work environment that is managed by a network administrator, you might be restricted from downloading and installing software from the Web.
Here is the link to reinstall Windows Media Player 11 if the above suggestion does not work.
http://www.microsoft.com/windows/products/winfamily/mediaplayer/default.mspx
Q. I received the following message, "Windows Media Player cannot connect to the server. The server name may be incorrect or the server is busy. Try again later."
A. Please verify you have the System Requirements listed here. This message could signify your internet connection speed is below the required bandwidth to stream video content.
Q. I received the message, "You are not logged in. Click here to login."
A. Be sure you have logged out from your previous session. Verify no other computer logged into the portal from the same network. A login collision is created when a user forgets to logout of the previous session. Collisions are recorded by the portal anti-piracy system.
Q. When opening a video I receive the following message, "Do you want to Open or Save file.php?". What action should I take to fix this problem?
A. Open Windows Media Player. Open the "Tools" menu and choose "Options". Click the "File Types" tab. Make sure there is a white checked box next to "asf" and "wmv". Click ok and return to the Self-Study Platform and proceed to the videos.
Q. I have MAC OS X and cannot get the videos to load properly. What software should I use with MAC OS X for video streaming?
A. Follow the link below to a link for Windows Media Player 9 for OS X.
Click here for Windows Media Player for MAC OS X.
Q. I cannot login to the Self-Study Portal. On the login page, after typing my User Name and Password and click "Login", I get the message, "Your login attempt has been stopped by popup-blocking software on your computer. This website utilizes floating windows and requires popups from this site to be allowed."
A. Open Internet Explorer and click on the "Tools" menu. For IE version 7, choose "Pop-up blocker" and "Pop-up blocker settings". After this settings window opens you will be able to change your pop-up level security settings.
Corporate Proxy Firewall: For Video Streaming Server IP Address information, please contact support@wstselfstudy.com
Q. Why can't view videos within Firefox browser?
A. Download these three dll files. Save to C:\program files\Mozilla Firefox\plugins. Restart Firefox browser.
npdsplay.dll
npwmsdrm.dll
npdrmv2.dll
Q. I have Windows 7 using Windows Media Player 12 and my videos are not streaming properly. I can only see a black video screen and its reads, "Connecting" then "Ready" however no video displays.
A. Windows 7 video streaming functionality may be corrupted. Go to this link and follow the instructions on using the Windows Media Player Settings Troubleshooter. Click here
