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Why can't I view the presentation?

Troubleshooting Checklist

  • Have you tested your device to make sure it has the ability to playback Mediasite? If not, test your device here: https://support.sonicfoundry.com/Training/ViewingRequirements

  • Are you using the most up-to-date version of Silverlight (if you are on a PC or Mac; inapplicable for mobile devices)? You can check your version here: http://www.microsoft.com/getsilverlight

    Make sure you completely quit your browser(s) before you install. See the Support Browsers and Devices page for the appropriate supported versions.

  • Have you cleared your Internet cache? Regardless of the browser, a larger number of quirks and issues can be tied to browser cache.

  • Have you checked your browser settings? The browser setting linked to is specific to Internet Explorer, but applicable for other browsers.

  • If you are using a pop-up blocker or popup manager, did you grant access to the page or temporarily disable popup blocking before you attempted to view Mediasite presentations?

  • Have you checked your browser? Here are some browser-specific issues and solutions:

    • Sarfari. See the Known Issue, Mediasite Playback in Safari 6.1 and 7.0.

    • Internet Explorer.

    • Chrome. You may need to click the shield icon in the upper-right of the URL box and select "Load unsafe script".

    • Firefox.

      • The video will appear black if Adblock Plus extension is installed. To fix this issue, disable Adblock Plus or add an extension for the Mediasite Server.

      • If you receive the error "Unable to play the presentation. The media server may not be available or the media stream format may not be supported", please see Mediasite "Silverlight Player 4001 Error" for a solution, or open the presentation in a new browser.

  • [PC users] If the viewer opens, but does not begin to play, it may be due to an issue with Window Media Player. Open Window Media Player from your Start Menu. In the player, click on "Tools" then "Options." Make sure the option "Connect to the Internet" is checked under the Player tab.

Still Experiencing Issues?

  • Please read through the Mediasite "Troubleshooting playback issues" article for additional suggestions.

  • If you continue to experience video problems, please fill out our online form with your name, date, operating system, browser information and a detailed explaination of the issue. The more information we have, the better we can help you find a solution.

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