Broadcast Matrix does not provide direct technical support for online station listeners. To request support concerning anything about your station or its stream please contact the broadcaster directly. This web page is designed to assist with some of the most common issues that may arise when trying to listen to online radio.
Sometimes the basics are easy to overlook. Please make sure that you are connected to the Internet and that your speaker volume is up. If you are using external speakers or headsets, make sure they are turned on and plugged into the computer. Also please check to make sure the radio station has not made changes to their website. Sometimes they may for example change where they place the player button on the page or move the player altogether. You may want to consider updating to the latest version of Windows or OSX (Mac) as well to make sure you have the latest version of your operating system with bug fixes, security patches and enhancements that may affect your computers overall performance or security.
Rebooting simply means turning off your computer and re-starting it so it can cycle through it’s start up procedures. Sometimes networks, routers, ports and computers can get gummed up. Many times the easy answer and quick fix is to do a system reboot. If you have a modem, router and computer turn all of them off, wait for two minutes. Then power them up again in this sequence: 1) Power up modem and wait for a minute. 2) Power up the router and wait for a minute or two. 3) Re-start your computer. If you are on a corporate, educational or government network or are not sure about these things check with your IT person or someone who understands how your network is setup so that you don’t accidentally cut off someone else using your network.
Browsers are software programs like Google Chrome, Apple Safari, Microsoft Edge, Internet Explorer and Mozilla Firefox that are used to browse the world wide web. Broadcast Matrix was one of the first streaming companies in America to employ HTML5 universal technology. We have been slowly phasing out of Flash because it is slowly becoming replaced by the superior HTML5 format. Most of our clients stream using our HTML5 technology which does not require a browser plug-in to work at all. However some of our clients may be using their own custom players or older Flash players on their websites which do require an Adobe Flash Player plug-in. If that is the case, PLEASE MAKE SURE YOU HAVE THE MOST CURRENT VERSION OF FLASH PLAYER INSTALLED ON YOUR BROWSER. Check by clicking here. You can find both Flash, Windows Media and other plug-ins for Firefox browser by clicking here. If you’re using Firefox on an older PC get it by clicking here. Flash plug-in support for other platforms like Mac and Linux can be found here. Make sure to completely quit and restart your browser after installing any plug-ins. Please note that Apple has discontinued support for the Windows version of Safari. If you are using Safari on a PC, we suggest you use a different browser such as Chrome, Microsoft Edge or Firefox to listen to Internet radio.
Your browser cache can build up and slow down or cause issues with your system. It is a good practice to clear your browser cache often, if you are not familiar with how to do that learn more. Finally after you have cleared your cache remember to completely close and quit your browser, then restart it again. This will refresh your browser software. Then go back to the station website and try to launch the stream. Finally always make sure your system and browser software are up to date. You can run Windows Update in your PC or Software Update on your Mac. If you have a browser that is not working but other browsers do work, the issue is most likely an extension or plug-in conflict. Sometimes when you get many extensions or plug-ins running on a browser than can interfere with each other or other applications or incoming data streams. Try removing your extensions and plug-ins, clear your browser cache, reboot your computer and launch the stream player again.
Internet Explorer Issues
Internet Explorer has been plagued with problems for years. In fact Microsoft decided to phase it out in 2015 and replace it with a completely new browser called Microsoft Edge in Windows 10. If you are using Internet Explorer and are having problems we suggest upgrading to Windows 10 and using Microsoft Edge or downloading Chrome or Firefox and using either one of them instead. Other known issues with IE include software applications (like add-on messenger services or toolbars) that can take over and control certain aspects of Internet Explorer. If you notice problems with streaming playback using Internet Explorer, you may want to reset it to the manufacturer settings. 99% of the time this will fix any issues with IE. 1. Click Tools 2. Then Internet Options 3. Advanced Tab 4. Click reset and reset again. Please note that Microsoft dropped support for Windows XP in April 2014 and Internet Explorer will not update past version 8.0 which is currently incompatible with the HTML5 player. Please try using a different browser.
Pop-up blocking programs can also block the player because some players function as a pop-up window. Disable your browsers pop up blocker to allow the player to launch correctly. This can typically be found in the SETTINGS menu of your browser.
If your station is using a smart phone app make sure you have the latest version of operating system available (iOS, Android etc.). Run your app updater or download the most current version of your app as well. Please note that mobile streaming can and is often affected by things like the load on your cellular network and location at certain times of day. Also if your cell, iPad or tablet is connected to a Wi-Fi network and there are problems on that network it may interfere with your stream even though you have a cellular connection. In that case you may need to turn off your Wi-Fi connection in the device in order to listen through the cellular network.
If you are using an Apple iOS or Android phone or tablet device you must click the play button on the player(s) in order to launch them. To change the volume on mobile devices you must use the physical device volume control. This is not a problem on the player, it has to do with agreements between mobile device manufacturers, cellular carriers and HTML5 developers. HTML5 is still a relatively new and evolving technology for which there is no set standard in this area. When one becomes available we will update our player systems to add those features on mobile devices. Depending on your connection speed it may take a moment for the stream to begin to play, give it a few moments if it does not start immediately. If you are using an older Android device please note that due to early development issues between the Android hardware and operating systems in some cases you may have problems streaming content playback. Also please note that if an audio or video plays first you may be required to click the player after the audio or video message plays in order to launch the live stream. Apple iOS does not support Flash. If the stream player you are attempting to access is streaming in Flash format and will not play, our stations are also provided with alternative Mobile Play buttons which will work. Some of our stations use FLASH players and may not have updated to our latest HTML5 player technology. If that is the case you would need to listen from their alternate mobile stream button, a station app or see if the station is listed on the TUNE IN radio app which you can download free by clicking here.
Firewalls, especially government, or corporate firewalls, will often restrict streaming to conserve bandwidth. If your system is behind a firewall, please contact your IT person or network administrator and ask them to open up your firewall to allow your system to access this stream via port 80 or verify that they allow streaming media to be played over the network at all. Many institutions such as schools, hospitals, government, military and other organizations block or limit streaming content.If you have access to your firewall, consult its log files to see if it allows different stream protocols (MMS/HTTP). Please note – Most off the shelf hardware firewalls such as D-Link, Netgear, and Linksys etc will usually not block the streaming media. Most software firewalls will block access to streaming media. If you think this is the case, turn off the firewall and try to connect to the stream. If you are able to stream then you’ll need to review your help files for opening your software firewall for streaming media.
Virus protection software such as Norton Anti Virus, McAfee and Zone Alarm have certain configurations that interfere with streaming media. If you think your virus protection is blocking your stream, turn off virus protection and try to access the stream. If that works, then check to see that your virus protection software is not blocking web page plug-ins, ActiveX controls, or streaming protocols (HTTP/MMS). Please check your anti virus settings to see what is actually being blocked. Also check to see if streaming ports are being blocked by watching your anti virus log files. First open your log files (be sure virus protection is turned on) and then connect and try to open the player. Then check the virus log files to see if anything is being blocked.
Blocked Programming & Ads
Some stations block commercials and/or some programs, this is normal. When this happens, the player may launch but there is nothing there to hear during that time frame. Please check to make sure that programming is actually airing at that time on the Internet. Also some commercials may be blocked due to legal restrictions on the Internet. If the audio drops during those times, you may need to wait a few minutes for the commercials to run on the air (which is being blocked on the Internet) before the regular programming resumes.
Local ISP and Internet Issues
Sometimes your local ISP (Internet Service Provider) may be having issues. Please make sure your connection speed is correct. You can go here to test it. Choose a server closest to your area and note the download speed. Speeds will vary from area to area and with the type of account you have, such as Cable or DSL. Some cable Internet providers share connections with your neighbors which can affect your speed depending on how many people are connected in your neighborhood. Sometimes they can remotely reboot your modem or check for troubles. Please contact your ISP for help or more information if you think you are having issues in this area. Sometimes the Internet itself can have issues such as failed nodes or network switching. Usually these types of problems will resolve within an hour or two, if such is the case, just wait a while and try listening again later. Also in some cases closed networks like AOL and their browser or network can interferes with stream playback.
If you are traveling and experience troubles listening from a hotel or office away from home, you may find that connection speeds or Wi-Fi networks may not be consistent or fast enough to listen to a stream. Try to find a direct Ethernet connection for best results. Also, many local area networks and Wi-Fi routers may have speed, connectivity and/or firewall issues and they can interfere with your ability to listen depending on your location.