Broadcast Matrix Listening Support

THE BASICS: This page features some of the most common issues that may arise when trying to listen to a stream on the net. 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.

REBOOT: Sometimes networks, routers and computers simply get gummed up. Many times a quick fix is to simply reboot your computer (shut your computer power off and restart it). This usually resets everything. If you have a modem, router and then computer, try powering off the modem, the router and shutting down your computer. Then power up these items again in this sequence: 1) Power up modem and wait for a minute. 2) Power up the router and wait for a minute. 3) Re-start your computer. If you're on a corporate, educational or government network check with your IT person first.

MOBILE APPS: If your station is using a smart phone app on i-Phone, Android, Windows, Blackberry etc make sure you have the latest version available. Run your app updater or download the newest version. Please note that mobile streaming can also be affected by things like the load on your cellular network and location at certain times of day.

ANDROID AND APPLE iOS ISSUES: If you are using an Android phone or tablet device you must click the play button on the player(s) in order to launch them. 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 you may have problems with HTML5 or streaming content playback in some cases. If you are listening or viewing video on iOS devices such as iPhone, iPad, iPod you will need to click the play button on the player itself to launch the stream - even if you clicked on listen button from the webpage. If an audio or video plays first you may be required to click the player after the audio or video message plays to launch the live stream.

CHECK BROWSER PLUG-INS: 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 plug ins and others for Firefox browser by clicking here. In come cases you may also need a Windows Media plug-in. If you're using Firefox on 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 any plug-in installation. Make sure to empty the cache in your browser, learn more. Once you've done any of the above make sure to completely close and quit your browser, then restart it again. Then try to launch the stream. There are known issues with the Windows/PC version of the Apple Safari browser and Flash player performance. If you are having troubles listening using the Windows/PC version of Safari please try listening on a different browser. If possible update to the most current version of your browser. For best results in general browsing we recommend Google Chrome.

INTERNET EXPLORER ISSUES: Some known issues with Internet Explorer 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. If your player does not start to play in Internet Explorer try clicking on the compatibility icon in the top right corner of the window. It looks like a broken piece of paper.

POP UP BLOCKING: Pop-up blocking programs can also block the player because some players function as a pop-up window. You may need to disable your browsers pop up blocker to allow the player to launch correctly.

FIREWALLS: 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.

ANTI VIRUS: 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 & COMMERCIALS: 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. http://www.speedtest.net 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.

TRAVEL: If you are traveling and have troubles listening from a hotel or office away from home, you may find that Wi-Fi and local networks may not have consistent speeds, or be fast enough to listen to a stream. Try to find a direct Ethernet connection for best results. Many Wi-Fi locations have speed, connectivity and/or firewall issues and they can interfere with your ability to listen depending on your location.

NOTICE: The information contained herein is provided for reference only. We do not provide listener technical support from this page.

Stream Listening Help