Technical Support

 

Trouble Shooting
Problem	Solution
If you installed Microsoft Service Pack2 you most likely have received this error message. This is NOT a security issue.   Microsoft in it (infinite wisdom) now blocks the codec need to view our videos with it new security features. This is the same codec we have always used. We are working on compressing our videos with a different codec so you do not receive this error message.	Click here to download codec. 1. When the File Download box appears, choose Save, then save the file to your Desktop as voxacm.zip. NOTE: If the File Download box does not appear or you get an error message that cancels the download, either you are not logged into your computer with administrative rights  or your firewall is blocking the installation from occurring. 2. Create a folder on your Desktop called something like Voxware_Installer. 3. Right-click on the voxacm.zip file you just downloaded and choose Extract. Extract the contents of the voxacm.zip file to the folder you just created. (Open the folder you created then click on the folder called voxacm, there will be 7 new files in the folder.) 4. In the folder, find the file called voxacm.inf (if you have Windows set up to not show file extensions, this will just show up as voxacm – it will be the file with the “notebook page” icon.) Right click on the file and choose Install. This will install the program. NOTE: If you do not get an “install” option when right-clicking on voxacm.inf, you do not have sufficient administrative rights on your computer to do the installation. If you can start the installation, but then get an “installation failed” message, you also do not have sufficient administrative rights. 5. Try and play videos.
Video Won't Play Audio Won't Play	Their are several reasons why your video may not play. Make sure your computer meets the system requirements. Processor speed 333Mhz or better 64 Mb ram Make sure you are using the latest version of Internet Explorer. Make sure you are using the latest version of Media Player. You may need to install a codec in order for your video to work properly. See the section on (Installing A Codec) This site uses popup windows; if you are using a "popup stopper" you will need to disable it. This site uses Java Script. Java Script is enabled by default in Internet Explorer, if you have disabled it please enable it by going to:  >Open Internet Explorer Browser  >Select Tools from main menu  >Select Internet Options  >Click on Security Tab  >Choose Internet  >Under Internet click the Custom Level command button  >Select Scripting of Java Applets  >Choose Enable  >Click OK  >Click Apply  >Click OK
Installing A Codec	If you are provided with a link to install a codec, follow the directions to download and install the codec.   If you have already downloaded the latest version of Microsoft's Media Player, THIS IS IMPORTANT!! make sure the button Download Codecs Automatically  is checked, to do this go to: >Open Windows Media Player >Select Tools from main menu >Select Options >Select the Player tab >Under Automatic updates make sure the button Download Codecs Automatically is checked. You will need this codec other wise the video will not work properly.
I Am Not Getting A Pop Up Window	If you are using a "popup stopper" you will need to disable it. You need to enable Java Scrip in your browser. To enable Java Script go to: >Open Internet Explorer Browser  >Select Tools from main menu  >Select Internet Options  >Click on Security Tab  >Choose Internet  >Under Internet click the Custom Level command button  >Select Scripting of Java Applets  >Choose Enable  >Click OK  >Click Apply  >Click OK
Video Is Choppy & Taking A Long Time To Play	Make sure your computer meets the system requirements. Processor speed 333Mhz or better 64 Mb ram Try back a little later. At peak usage times in the area in which you live your cable connection might run slower. Their may also be allot of people using the servers resources at the same time. Make sure all programs are shut down & their are no other programs running in the back ground. .