Videos - Technical Support

If you are having any issues related to viewing our videos please read through everything on this page as all technical solution are provided here.  Please do not send a request for technical support until you have reviewed all the technical support information on this page.

Each video within our courses is encoded for delivery in two different formats.  You can either stream a video directly from our site, or download the video to your hard drive.  Streaming views are limited to five views.  Each time you click on the link to stream a video it counts as one view.  While you are viewing the video in streaming format you can watch it as many times as you like in the same window by moving the control bar left and right.  Any issues encountered streaming the videos (choppy play, sound issues) are related to your internet connection (bandwidth transfer) and cannot be resolved from our end.  If you encounter issues viewing our videos in streaming format please view them in downloadable format.  Our downloadable videos utilize Data Rights Management software to ensure they are only viewed by registered students during their current access period.  Our downloadable videos are not compatible with the Vista operating system, or Mac computers.

Video FAQ

Can I watch the videos on a Mac?

Unfortunately our downloadable videos are not compatible with Mac computers.  The user authentication software that is embedded in our downloadable videos (Digital Rights Management) is a Microsoft product and is not Mac compatible.  However, our videos are available in streaming format and are compatible with all computers/systems.  If you have a Mac please view our videos in streaming format.

Can I download videos to my computer?

Yes. All of our videos are available in downloadable format. Depending on your bandwidth speed, they could take anywhere from three minutes (if your internet service provider has a high bandwidth transfer rate) to 20 minutes (if your internet service provider has a low bandwidth transfer rate) to download. Once the download is complete, you will be asked by Windows Media Player to obtaining a license (simply enter your username and password, the same you use to login to our site, to obtain your DRM license and then press the play button at the bottom of that window). Once downloaded, you can access the video offline for 1 day before you are asked to renew the license. You must have an active subscription to obtain a license.

Can I load videos on my iPod/iPhone/Xbox/etc? Can I burn the videos to watch on my DVD player?

No. Unfortunately, our downloadable videos are only playable with Windows Media Player 11. Due to content protection and practicality issues, we do not have any plans to add support for portable players.

How can I watch videos offline when I am not connected to the internet?

After obtaining a license for a downloaded video via Windows Media Player 11 will have access for 1 day before you are asked to login again. Simply download, open, and login to obtain a license for every video you want be able to watch offline and you will be able to play the video(s) without an internet connection until the license expires.

Troubleshooting Tips

Before emailing support, please make sure you have gone through all the tips listed below.

1. Update your computer (http://update.microsoft.com/). This might be undesirable, and time consuming, but there are some Digital Rights Management (DRM) and Windows Media Player (WMP) components that are updated when updating Windows. Also, because the DRM component in WMP uses Internet Explorer (IE) to authenticate, try updating IE to the latest version. The latest version is Internet Explorer 7. It's important to complete this step even if your computer is set to "Automatically Update". Automatic Updates typically addresses security flaws and critical system patches, which may or may not include IE, WMP and DRM component updates. Make sure you reboot your computer after any updates. If updating your computer does not help, proceed to the next number in this list.
   
   If you are having any sort of errors involving a DRM component, Microsoft just came out with a security upgrade, which is affecting our member's ability to view videos. Copy and paste this link in your Internet Explorer browser, install the active X control on your browser when prompted by the website, then click upgrade again and make sure you are redirected to a webpage that says the upgrade has been a success. http://drmlicense.one.microsoft.com/crlupdate/en/crlupdate.html
2. WMP11 is the only supported media player for our downloadable videos and is required to view our videos. Make sure you are using the latest version. To check which version you are using, you can open WMP by clicking the Windows Start Button, selecting All Programs and then Windows Media Player. Once the player loads, selecting Help - > About Windows Media Player from the file menu should display a window with the WMP version. Click here download the latest version of Windows Media Player (WMP 11). After WMP is installed, launch it to ensure the initial WMP configuration wizard runs. In the wizard, it's important that WMP remains the default player for Windows Media Video (.wmv) files. Make sure you reboot your computer after any WMP updates. If updating your WMP does not help, proceed to the next number in this list.
3. Clear out all your temporary internet files in IE7.
   
   1. Click on Tools from Internet Explorer's main menu.
   2. Select Internet Options.
   3. On the General Tab, under Browsing History, click Delete.
   4. Click Delete Files and Delete Cookies.
   5. Close all open windows.
   6. Close all open Internet Explorer Windows.
   7. Restart Internet Explorer.
4. Review the Microsoft FAQ for Windows Media Player.
   
5. If you are unable to view our downloadable videos after following the above 4 steps, please complete the following steps, in order. Please set aside up to 30 minutes to perform the following:
   1. Open Windows Explorer. Go to Tools > Folder Options > View. Check the box that says "Show hidden files" and uncheck the one that says "hide protected operating system files". You will be presented with a warning; click Yes to the warning. Click Apply. Click Ok.
   2. Browse to C:\Documents and Settings\All Users. You should see a dimmed folder titled "DRM". Dimmed folders represent "hidden" folders in Windows.
      1. For Vista users, this folder is located in the c:\users\USERNAME\appdata\local\microsoft
   3. Delete the DRM folder and everything in it.
   4. Reset your folder view options that were changed in step 5.1.
   5. Download and install the latest WMP 11.
   6. Reboot your computer.
   7. Open WMP 11 (no video, just launch the program and make sure the settings and wizards for customizations have completed). Don't adjust any advanced settings at this point. Close WMP 11 after you're finished.
   8. Open IE7 and paste the following URL into the address bar: http://www.ezdrm.com/demo/Free/industrial.wmv . If you can view and hear this video then you should be capable of viewing our downloadable videos. If you cannot view or hear the video above, proceed to the next number in this list.
    
6. If all of the above steps have been attempted and you are still experiencing problems viewing our downloadable videos, please fill out the Contact Us form on the Contact Us page of our site
   Please indicate the following in your email:
   1. Your username.
   2. Your operating system (version), browser version, and WMP version.
   3. Indicate if the problem is viewing the streaming videos, the downloadable videos, or both.
   4. Any specific error messages you receive.
   5. Any other descriptive data that might provide insight into the problem you are experiencing.
   
7. If the play button doesn't activate and just remains greyed out, you need to change the file associations in WMP: Open Windows Media Player. In the menu area at the top of the WMP window, click "Tools". If "Tools" is not visible, right-click on the upper bar area of WMP and a menu-list will appear. In the list that appears, choose "Options" and select the "File Types" tab then click "Select All," located below and to the right of the list. Finally, click "Apply" and then "OK" at the bottom of the "Options" window.
   In Windows Vista, there may be no File Type tab, in that case go to Start menu > default programs > set default programs. There you can choose to associate all default file types to WMP. 

Common WMP11 Errors

Make sure your graphics card/chipset drivers are the latest releases, visit ATI, Nvidia, Intel, etc. respective websites and download their driver software. Many video errors or anomalies are caused by outdated drivers.

Error : C00D11B1
This is an audio error with the WMP configuration on your computer, there is no single fix that works for everyone. The Microsoft Support Page may look like this for this error and reports there is a problem with your sound card. Updating your sound card to the latest driver may not resolve the issue. This can occur when another program or operating system component encounters a problem but does not communicate the nature of the problem to the WMP, so troubleshooting is difficult. At the moment there is no known "fix-all" solution for this error variety (several factors can contribute to this error code). If you upgraded from XP to Vista, Microsoft states "This issue occurs if the computer is using a Windows XP Display Driver Model (XDDM) graphics adapter driver." Please read Microsoft's KB article for more details if you upgraded to Vista. Tech support is closely monitoring news groups regarding this error and will report updates as they are discovered. Some may find the tips and tricks from one of Microsoft's own WMP team members useful. More additional help can be found here.

Error : 2147188722
This error code occurs while trying to acquire a license to view a video. Completing step 6 in the troubleshooting guide resolves this error. 

Error : C00D2EEA
The C00D2EEA error is a network problem that occurs with videos in IE using a broadband connection. In order to fix this problem please open IE and try the following:
1. Go to Tools | Internet Options | Connections | LAN Settings.
2. Uncheck "Automatically detect settings."
3. If you are using a proxy, check "Proxy server" for correct setting 

If you constantly get 'buffering' while trying to view CR videos and you've updated your WMP, do the following;
1.) Tools -> Options -> Network. Disable RTSP/UDP, RTSP/TCP. You only want HTTP checked.
2.) Tools -> Options -> Performance. Under network buffering, click buffer instead of use default. Set buffer at 10 seconds.

"License Storage Error"
This error can occur while trying to acquire a license to view a video and indicates a corrupt DRM folder. Completing steps 7.1 - 7.4; 7.8 should resolve this error. Alternately, you can follow Microsoft's step-by-step to resetting your DRM store. 

I get the message "Windows Media Player cannot play the protected file because a security upgrade is required. Do you want to download the security upgrade?", but nothing happens.
Review this page for possible resolutions.

My computer crashes and I get a "ialmrnt5 Display Driver has stopped working normally" message.
This is a driver issue. Try going to http://downloadcenter.intel.com/Product_Filter.aspx?ProductID=1764, select your operating system, download the driver, and then run the file (don't worry about the type of chipset used, its from the same family).