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There are a number of reasons why the occasional viewer is not able to access content and these usually relate to user issues or one of the following:
Chrome version 42.0 or later is no longer supporting Silverlight:
If you already have had Silverlight installed and it is asking you to do it again there is a known reason for this in chrome (support for Silverlight in chrome permanently ends soon) so either try another browser like Firefox (link) or try this workaround:
Internet Explorer 11 Playback Issue - when attempting to view a presentation that uses a Silverlight media element (Smooth Streaming or WMV) using Internet Explorer 11, playback may not function properly.
Playback issues in Safari 7.0 and 6.1 on Mac OS: When attempting to view a presentation via Silverlight in Safari 7.0 or 6.1 on OS X, the video does not play. This will also impact other portions of Mediasite where Silverlight is used for video playback, such as within the Web Editor application and the Recorder Monitor within Management Portal.
Bad username or Password error – check user credentials are correct by logging in to a computer located on campus;
Viewer on Campus (4001 Error) – Press F5 on the keyboard to reload the presentation; click in the address bar and press Enter on the keyboard; Use Internet Explorer.
Viewer at Home (4001 Error) – Home user needs to check their internet connection; Check internet usage meter supplied by ISP (Xtra, Telstra, Inspire etc).
Viewer at their Place of Work (Other than Massey) (4001 Error) – The work user needs to check a few things out (see below) with their system administrator/s
Viewer on a Mobile devices - Mediasite 6.0 introduced support for iOS devices, as well as other mobile platforms.
Notes: If external (i.e. physically accessing content Off-Campus) viewers cannot access webcasts from their homes/work and/or other institutions they should also try to access the presentations at alternative physical locations (Work/Other institution/Home/Library/Campus/Friends house).
Include as much information as you can (please see below) so that this request may be assigned to the correct section of ITS.
We need to know as much of the following as possible please:
Page authorised by Director, National Centre for Teaching and Learning
Last updated on Wednesday 06 March 2019
Mediasite captures what you do - exactly how you do it! Please contact National Centre for Teaching and Learning via the Stream support webpage for assistance in getting the most out of your media-enriched online course content.
We do require you to fill in the Mediasite Service Request Form before we can consider or confirm your request.
My Mediasite is a web based portal that enables individuals to create and manage content on Windows and Macintosh computers using 'Mediasite Desktop Recorder', as well as uploading User Generated video Content (UGC).
We do require you to fill in the Mediasite Desktop Recorder Request Form before we can consider or confirm your request. NB: Student Requests for access to My Mediasite will not be processed. .