Ctas Live Video Streaming and Recorded Videos - HelpTerms & Conditions
If you are having trouble with getting Video, check the following points:
1. Live Video is set to Autoplay. If Autoplay hasn't started, and you see a Play button in the middle, or bottom left, click on the Play button, and if the stream is on, it will start in a few seconds.
2. Try a different Browser. Eg if you are using IE and it doesn't work, try Chrome or FF. Some earlier IE are not fully compatible with HTML5 Video Streaming Protocols. If you want to investigate your browser, use the following, and check MSE (Media Source Extensions) status under the Streaming section to verify HTML5. https://html5test.com/.
3. If you are unable to navigate to our https://www.ctaslive.nz website, check your PC time is correct, as the SSL security verifies clock time.
4. If you click to watch Live Video, and see our full screen logo, but it doesn't autoplay and there is no Play button, your browser is not compatible with HTML5 Live Video. Change to FF, Chrome or Edge.
5. If your video stops, wait a few seconds, as it may be buffering. If there are internet issues, sometimes the audio will continue, and the video will jump to catch up. If it is stopped, you can try Refresh (small button near the bottom right, or F5) to refresh the screen.
6. If you have no Video, ask others on Chat, as that will confirm the service is ok.
7. If you have Video but no Sound, check your PC Volume and select the Speakers for the output. Make sure it isn't muted. If you are using your HDMI out, into a TV, by default this will mute the laptop, and send the Audio to the TV in the HDMI signal. So check your TV volume. If you are using a headset, try unplugging it, and see if the speakers work then.
8. Video Streaming is demanding on your computer. Close programs you don't need running to free up resources.
9. Some Android Phones with Chrome may not play Live Stream video. Either change to Firefox (Play Store, search and install firefox), or disable GPU in the following page in Chrome. chrome://flags/#disable-accelerated-video-decode.
10. Some Smart TV's 2 or 3 years old, have older browsers within them, and these may not necessarily be fully HTML5 compliant. If you are trying to watch the live stream on a Smart TV, and there is no Autoplay, and no Play button, then your TV is not fully compliant. Use the following, and check MSE (Media Source Extensions) status under the Streaming section to verify HTML5. https://html5test.com/. If you TV is not compliant, you can still use a laptop, HDMI out and plug this into the TV.
11. If your Video jumps or stutters, try Refresh. Also, check your internet speed. Google speedtest and select one of the speedtests to test your speed. A quick one is Fast.com or Speedtest.
12. Live Streaming uses HTML5 and Javascript. Javascript may need to be enabled on your computer.
13. Live Timing requires Javascript and ActiveX. They may need to be enabled on your computer.
14. If you notice slow speed and echo, check that you haven't got a 2nd Live Stream window open and/or minimised. You may be watching it in two windows at the same time.
15. If you open the Live Video window, and get a timeout message, this is not a serious problem. Simply close that window, Refresh the page you launched Live Video popup from, and then open the Live Video, and login again.
16. If unexplained network or connection error, try temporarily disabling firewall and antivirus software to see if either of those are blocking your Video Streaming.
17. Clear the temporary cache in your browser. In Chrome this is under Settings, Advanced. In FF and IE it is under Options.
18. If you are getting MIME error trying to play on Demand video using FF and are using Vista, there is a Microsoft Patch required, KB2117917. Or just use Chrome is an easier work around.
19. We Live Stream many events every year successfully. But like anything, sometimes faults happen, so we have put together the above list in the hope that it will help you if you are having difficulty.
20. If you are using Mobile device you may see option to Change to HD. By default we are sending low resolution to mobile devices. Caution that changing to HD will use more data on your plan, and won't look much different on a small screen. Also, if you are in a remote area or not on 4G we suggest you leave this on the default low res view.
21. We send separate SD and HD feeds. If in the unlikly case that the HD feed fails, then you will be switched to the SD feed automatically, and this will remain until the HD is fixed. You don't need to do anything, but just bear with us. When the problem is fixed, you will be switched back to the HD feed automatically.
22. Our Player is responsive, so if you resize your browser, the player will adjust automatically.
23. To Chromecast to a TV from your Laptop or PC, Right Click over the video and select Cast.
24. To Chromecast to a TV from Phone, you may need to install an app that enables your phone browser to Cast. We have tested Castify which works. See next step, as you may want HD if casting to bigscreen and you have plenty of data.
25. If using Chromecast to broadcast from your phone to a TV or other big screen, click on the HD link before casting, if you want to see the event in High Definition. By default phones will operate at SD with low resolution.
26. If using Ipad or Tablet, and if you have plenty of data, click on the HD button to change from Mobile to Desktop/TV resolution.
If you still have trouble, ask people on Chat, as there are often many people willing to help. Or contact us at CTAS and we will try to resolve the problem. Please advise which version of Windows and which Browsers you have tried: IE, FF, Chrome etc. We do our best to provide support during the event, however, we are often very busy, doing a lot of other event related work as well, so to avoid missing any of the action, it is best to check your login etc before the event. You can login, and confirm the Play button before the stream is up, and it will tell you it is offline. This is a good test in the days before the event, so you can confirm all is ok.
Please contact us at Support@ctas.co.nz, if you have any concerns or trouble with this process. Note: if the event is currently running, we will be very busy, so may not reply immediately.