FAQ's
Australian Open TV FAQ's
If you are experiencing any problems accessing the content provided on the Australian Open site we would like to help you find out what is causing the problem.
The first thing to do is to confirm what Operating system your computer uses, as this will affect what software you need and how you need to set up your computer. To check what operating system you have please follow these instructions;
1) Right click on "My Computer" on your desktop
2) Select 'Properties'
3) The box that appears should confirm the system you have as either Windows 98, Windows 2000, Windows ME, Windows XP Service pack 1 or Windows XP Service pack 2.
Once you have confirmed your operating system please click on the link that corresponds to your operating system;
1) Windows 98 or Windows ME
2) Windows 2000
3)Windows XP Service pack 1
4)Windows XP Service pack 2
Live Coverage
Live stream is only available in the following geographical locations:
Argentina, Antigua and Barbuda, Bangladesh, Bolivia, Belize, Brazil, Bermuda, Bahrain, Bahamas, Barbados, Bhutan, Brunei, Cambodia, Chile, Colombia, Costa Rica, Cuba, China, Dominican Republic, Dominca, East Timor, Ecuador, El Salvador, Egypt, Falkland Islands , French Guiana , Guatemala, Guam, Haiti, Honduras, Hong Kong, Guyana, India, Indonesia, Iran, Iraq, Jamaica, Jordon, Kuwait, Laos, Lebanon, Mexico, Macau, Malaysia, Maldives, Micronesia, Mongolia, Myanmar, Nepal, New Caledonia, North Korea, Nicaragua, Oman, Panama, Paraguay, Peru, Palestine, Pakistan, Papua New Guinea, Philippines, Qatar, Singapore, South Korea, Sri Lanka, Suriname , Saint Lucia , Saint Kitts and Nevis , Saudi Arabia , South Africa, Syria , Taiwan, Thailand, Trinidad and Tobago, United Arab Emirates, Uruguay, Vietnam, Venezuela , Yemen.
Windows 98 or Windows ME
Troubleshooting
If any of the following links corresponds to your question please click on the link if available, you will then be shown the most up-to-date advice for resolving the issue. If there is no link available then please scroll down to the relevent section of the advice for this operating system
I can't log in - Password Advice, Cookies
I can't see the video - Check WMP, DirectX
I can see the video but can't hear any sound-DirectXSound Card
The Picture quality is bad - Video Driver adaptors, DirectX
The sound quality is bad - Sound card, corrupted WMP
The number of Licences have been exceeded DRM advice
If these links do not resolve the problem then please go through the following information, which contains the most up-to-date advice available on all aspects of software and systems settings required in order to play the content of the Australian Open site
SOFTWARE REQUIRED
It is recommended that you have the following software downloaded on your computer;
Windows Media Player Version9.00.00.3349
Internet Explorer Version 6.0.2800.1106 + SP1
Please ensure you have the necessary Critical Updates
Windows Driver Model Audio Update for Windows 98 Second Edition
The update described in this article implements significant modifications to the internal workings of Windows Driver Model (WDM) audio.
WINDOWS MEDIA PLAYER 9
Windows Media Player 9 Series (for Windows 98 SE, Windows Millennium Edition)
Windows Media Player Version(Open WMP go to Help/About Windows Media Player)
Latest version can be downloaded here
In Windows Media Player go to Tools\Options\
On the "File Types" tab "Select All"and click "OK"
On the "Security" tab Tick "Run script commands when present"
On the "Privacy" tab Tick "Acquire licenses automatically for protected content"
On the "Performance" tab ensure 'Detect Connection Speed' is set and ensure 'Use Default Buffering' is set
On the "Play" menu adjust Volume to suit your taste.
On the "Player" tab Tick "Download codecs automatically"
On the "Network" tab "Select all protocols"
In the "Streaming Proxy settings" Configure:
HTTPProxy = Browser
MMSProxy = Autodetect
RTSPProxy = Autodetect
See if the Player is set to work offline, click the File menu in the Player to verify if a check mark is displayed next to the Work Offline command. If it is, to clear the check mark and enable the Player to connect to the network, click Work Offline.
Note that if you are trying to play the file from a computer in your office, your corporate network administrator may prevent the Player from accessing the Internet, even if you remove the check mark next to Work Offline. In this case, contact your network administrator for more information.
If you want to continue to work offline but allow Windows Media Player (Windows Media Player 9 Series or later) to connect to the Internet when it needs to, you can do the following:
In the Player, on the Tools menu, click Options.
In the Options dialog box, on the Player tab, click Connect to the Internet (overrides other commands).
Some video adaptors cannot play audio content that was created by using an 8-kilohertz (kHz) or 16-kHz sampling rate. To determine whether this is the problem, determine the sampling rate that is used in the Advanced Systems Format (.asf) file. To do this, follow these steps:
a. In Windows Media Player, open the streaming media file that is causing problems.
b. On the File menu, click Properties.
c. Click the Advanced tab.
d. Examine the list of codecs being used to see if you can determine the sampling rate for the audio. If the rate is 8 kHz or 16 kHz, this may be the problem.
Additional Resources:
Frequently asked questions about how to troubleshoot issues in Windows Media Player
Troubleshooting Windows Media Player 9 Series Error Messages
For more information about playing multimedia files using Windows Media Player, see the Knowledge Base link on the Web Resources page
INTERNET EXPLORER 6
Internet Explorer 6 Service Pack 1 is recommended for systems running versions of Windows prior to Windows XP.
To find what version of Internet Explorer you have Open IE, go to Help/About Internet Explorer
Correct Version of IE6 can be downloaded here
By default, Microsoft® Internet Explorer plays sounds, animations, and videos from intranet or Internet sites. However, you can disable any of these options to ensure that pages load faster or to enhance a quiet work environment. You can also configure Internet Explorer to play a specific radio station by default every time the browser starts.
To enable or disable sounds, videos, and animation from Web pages
1.On the desktop, right-click Internet Explorer, and then click Properties.
2.Click the Advanced tab, and then in the Multimedia section, select or clear the Play animations, Play sounds, or Play videos check boxes.
To enable ActiveX
1.On the desktop, right-click Internet Explorer, and then click Properties.
2.Click the Security tab and select the following options:
| Download signed ActiveX controls |
Enable or Prompt |
| Run ActiveX controls and plugins |
Enable or Prompt |
| Script ActiveX controls marked safe for scripting |
Enable or Prompt |
To enable Java
1.On the desktop, right-click Internet Explorer, and then click Properties.
2.Click the "Security" tab then "Internet" click "custom Level" and select the following options:
| Java Permissions |
High Safety |
| Active scripting |
Enable or Prompt |
| Scripting of Java applets |
Enable or Prompt |
To enable cookies
1.On the desktop, right-click Internet Explorer, and then click Properties.
2.Click the "Privacy" tab.
3.Set slider to "Medium"
1.On the desktop, right-click Internet Explorer, and then click Properties.
2.Click the Advanced tab,
SelectUse JRE 1.5.0_10 for <applet>
SelectJIT compiler for virtual machine enabled
Additional Resources: Microsoft support
AUDIO DEVICES
Follow these steps to confirm that you have video adaptor or a sound card and that you have a correct driver.
1Click Start, point to Settings, click Control Panel, and then double-click System.
2.On the Device Manager tab, double-click the Sound, video and game controllers branch to expand it.
3.Click the sound card or the video adaptor, and then click Properties.
4.On the Driver tab, click Update Driver, and then click Next.
5.Click Display a list of all the drivers..., and then click Next.
6.Click Show All Hardware, click the appropriate manufacturer and the model in the Manufacturers and Models boxes, and then click Next. If the appropriate device is not listed, click Have Disk, and install the correct driver from the manufacturer's installation disk. If you receive a message that states that the current driver may be a closer match for your hardware than the driver that you have selected, click Yes.
Click Next, click Finish, and then click Yes to restart your computer.
Additional Resources:
Audio Playback in Windows Media Player
Troubleshoot video and audio
Troubleshooting Audio Playback Issues in Windows Media Player
VIDEO DEVICES
Check for updates for the driver by accessing your Video Card manufacturers web site.
Some video cards on Windows 98 computers may cause unexplained program crashes either when starting programs or when selecting menu choices. The crash (access violation) is caused by an older driver that is not compatible with Windows 98. You need to update your video driver. A video driver is the software used to communicate between Windows and your video card and monitor.
Switching the video display to VGA will help determine if the video drivers on your computer are corrupted or conflicting with the application.
How to Identify your Video Card and Current Driver
On your screen, locate and click the Start button. From the Start menu, point to Settings, then click Control Panel. In Control Panel, double-click the Display icon.
Select "Settings".
Click the "Advanced" button.
Click the "Adapter" tab.
The name of the video card, manufacturer, version number, and the filenames of the drivers are displayed. Write this information down so you have information available in case anything goes wrong.
Either: Check for updates for the driver by accessing your Video Card manufacturers web site.
Or on the Adapter tab, click "Change".
In the Update Device Driver Wizard dialog box, click "Next".
In the next dialog box, click "Next" to allow the Wizard to search for updated drivers.
VIDEO CODECS
Make sure that the waveform-audio driver or audio codec is listed; to verify this, in Control Panel, double-click Sounds and Multimedia click the Hardware tab, and then examine the Devices list. Check with the manufacturer of the sound card to ensure you have the proper drivers. If you cannot find the correct audio codec or driver for the sound card in the list, connect to the manufacturer's Web site and download a current driver.
If you're having problems viewing video you may need to download and install the necessary codecs (compression software) on top of your Windows Media Player.
Download the latest codec's for Windows Media Player from click here:
ACTIVEX
See settings in Internet Explorer
DIRECTX
DirectX Diagnostic Tool
Windows 2000 includes the DirectX Diagnostic Tool, a utility for diagnosing problems with DirectX drivers and multimedia hardware. You can use the tool to obtain detailed system and driver information, as well as to test specific devices. The results can be reported to Microsoft Product Support Services to speed up diagnosing and resolving problems. To display the DirectX Diagnostic Tool, on the Start menu, click Run, and then type:
"dxdiag"
To ensure you have the latest version of DirectX please follow this Link
MULTIMEDIA
If the broadcast volume does not improve can you please check you system settings:
Start > Settings > Control Panel > Sounds and Multimedia
Windows Media Player > Play > Volume.
To adjust the volume
Move the Volume slider left to decrease or right to increase the volume level.
-or-
On the Play menu, point to Volume, and then click Up, Down, or Mute.
Note
To turn audio off, click the Mute button. To turn audio back on, click the button again.
To adjust the graphic equalizer levels
Click Now Playing.
On the View menu, point to Enhancements, and then click Graphic Equalizer.
SHOCKWAVE / FLASH
Update for Internet Explorer
Flash Player
Flash Player
Plugins for Firefox / Opera
Acrobat Reader
Installing the Adobe Shockwave plug-in
Flash Player
JAVA
To see whether your browser is configured to use the Java Runtime Environment (JRE) or not, first open the Windows Control Panel. From the Start menu button, select Settings, then Control Panel to open the Control Panel. You should see the Java Coffee Cup logo icon in the Control Panel.
Double-click the icon to open the Java Control Panel.
In the Java Control Panel, click the Advanced tab.
Under Settings, click on + icon against <Applet> tag support.
Make sure the box next to Internet Explorer, Netscape, or Mozilla is checked.
If it is not checked, click the checkbox to enable the JRE for your Web browser.
Click Apply.
If you do not see the coffee cup icon in the Windows Control Panel, you do not have the latest version of the Sun JRE installed on your computer.
To verify for installation pleas go here
Internet Explorer
Java is embedded in Internet Explorer
Open Internet Explorer on the menu bar go to "Tools > Sun Java Console"
This should give you something like this: "
Java Plug-in 1.5.0_10
Using JRE version 1.5.0_10 Java HotSpot(TM) Client VM
User home directory = C:\Documents and Settings\your.name
Firefox
Open Firefox on the menu bar go to: "Tools > Options"
Select "Content" and tick "Enable Javascript" and "Enable Java"
To get the Java Plugin go here
Opera
Java is embedded in Opera
Open Opera on the menu bar go to "Tools > Advanced > Java Console"
This should give you something like this:
Opera Java Console
Java vendor: Sun Microsystems Inc.
Java version: 1.5.0_10
ADDITIONAL RESOURCES
Troubleshooting - Java
Internet Explorer 6.0 Solution Center
JAVA
Windows 2000
Troubleshooting
If any of the following links corresponds to your question please click on the link if available, you will then be shown the most up-to-date advice for resolving the issue. If there is no link available then please scroll down to the relevent section of the advice for this operating system
I can't log inPassword Advice, Cookies
I can't see the video - Check WMP, DirectX
I can see the video but can't hear any sound>DirectX,Sound Card
The Picture quality is bad - Video Driver adaptors, DirectX
The sound quality is bad - Sound card, corrupted WMP
The number of Licences have been exceeded -DRM advice
If these links do not resolve the problem then please go through the following information, which contains the most up-to-date advice available on all aspects of software and systems settings required in order to play the content of the Australian Open site
SOFTWARE REQUIRED
It is recommended that you have the following software downloaded on your computer;
Windows Media Player Version 9.00.00.3349
Internet Explorer Version 6.0.2800.1106 + SP1
To make it as easy as possible for customers to maintain the security and stability of their Windows 2000 systems, an updated version of Update Rollup 1 for Windows 2000 Service Pack 4 (SP4) is now available to download.
WINDOWS MEDIA PLAYER 9
The following settings will in most cases be set by default but should be verified to ensure optimum performance for maximum enjoyment of the content.Please note that the content is produced for Windows Media Player and Internet Explorer, whilst other browsers might work we do not guarantee that they will render the content correctly.
Windows Media Player 9 Series (for Windows 98 SE, Windows Millennium Edition, and Windows 2000)
>Windows Media Player Version(Open WMP go to Help/About Windows Media Player)
Latest version can be downloaded here
In Windows Media Player go to Tools\Options\
On the "File Types" tab "Select All"and click "OK"
On the "Security" tab Tick "Run script commands when present"
On the "Privacy" tab Tick "Acquire licenses automatically for protected content"
On the "Performance" tab ensure 'Detect Connection Speed' is set and ensure 'Use Default Buffering' is set
On the "Play" menu adjust Volume to suit your taste.
On the "Player" tab Tick "Download codecs automatically"
On the "Network" tab "Select all protocols"
In the "Streaming Proxy settings" Configure:
HTTPProxy = Browser
MMSProxy = Autodetect
RTSPProxy = Autodetect
See if the Player is set to work offline, click the File menu in the Player to verify if a check mark is displayed next to the Work Offline command. If it is, to clear the check mark and enable the Player to connect to the network, click Work Offline.
Note that if you are trying to play the file from a computer in your office, your corporate network administrator may prevent the Player from accessing the Internet, even if you remove the check mark next to Work Offline. In this case, contact your network administrator for more information.
If you want to continue to work offline but allow Windows Media Player (Windows Media Player 9 Series or later) to connect to the Internet when it needs to, you can do the following:
In the Player, on the Tools menu, click Options.
In the Options dialog box, on the Player tab, click Connect to the Internet (overrides other commands).
Some video adaptors cannot play audio content that was created by using an 8-kilohertz (kHz) or 16-kHz sampling rate. To determine whether this is the problem, determine the sampling rate that is used in the Advanced Systems Format (.asf) file. To do this, follow these steps:
a. In Windows Media Player, open the streaming media file that is causing problems.
b. On the File menu, click Properties.
c. Click the Advanced tab.
d. Examine the list of codecs being used to see if you can determine the sampling rate for the audio. If the rate is 8 kHz or 16 kHz, this may be the problem.
Additional Resources:
Frequently asked questions about how to troubleshoot issues in Windows Media Player
Troubleshooting Windows Media Player 9 Series Error Messages
For more information about playing multimedia files using Windows Media Player, see the Knowledge Base link on the Web Resources page
INTERNET EXPLORER 6
Internet Explorer 6 Service Pack 1 is recommended for systems running versions of Windows prior to Windows XP.
To discover what version of Internet Explorer you have Open IE, go to Help/About Internet Explorer.
To download the most recent version of IE click here
By default, Microsoft® Internet Explorer plays sounds, animations, and videos from intranet or Internet sites. However, you can disable any of these options to ensure that pages load faster or to enhance a quiet work environment. You can also configure Internet Explorer to play a specific radio station by default every time the browser starts.
To enable or disable sounds, videos, and animation from Web pages
1.On the desktop, right-click Internet Explorer, and then click Properties.
2.Click the Advanced tab, and then in the Multimedia section, select or clear the Play animations, Play sounds, or Play videos check boxes.
To enable ActiveX
1.On the desktop, right-click Internet Explorer, and then click Properties.
2.Click the "Security" tab then "Internet" click "custom Level" and select the following options:
| Download signed ActiveX controls |
Enable or Prompt |
| Run ActiveX controls and plugins |
Enable or Prompt |
| Script ActiveX controls marked safe for scripting |
Enable or Prompt |
To enable Java
1.On the desktop, right-click Internet Explorer, and then click Properties.
2.Click the "Security" tab then "Internet" click "custom Level" and select the following options:
| Java Permissions |
High Safety |
| Active scripting |
Enable or Prompt |
| Scripting of Java applets |
Enable or Prompt |
To enable cookies
1.On the desktop, right-click Internet Explorer, and then click Properties.
2.Click the "Privacy" tab.
3.Set slider to "Medium"
1.On the desktop, right-click Internet Explorer, and then click Properties.
2.Click the Advanced tab,
SelectUse JRE 1.5.0_10 for <applet>
SelectJIT compiler for virtual machine enabled
Additional Resources:
IE6
AUDIO DEVICES
Click Start, click Control Panel, and then double-click System.
2.On the Hardware tab, click Device Manager.
3.Expand the Sound, video and game controllers branch.
Double-click the sound card.
On the Driver tab, click Update Driver, and then click Next.
Follow the prompts to automatically install the driver. If you have recently downloaded an updated driver, click Install from a list or specific location (Advanced) to install it.
Configuring Audio Performance Options
Windows 2000 lets you optimize audio playback and recording by specifying the default hardware acceleration and sample rate conversion quality.
To configure audio performance options
1.In Control Panel, double-click Sounds and Multimedia.
2.Click the Audio tab, and then under Sound Playback or Sound Recording, click Advanced.
3.Click the Performance tab, and then under Audio playback or Audio recording, select the hardware acceleration and sample rate conversion quality settings for the workstation.
Additional Resources:
Audio Playback in Windows Media Player
Troubleshoot video and audio
Troubleshooting Audio Playback Issues in Windows Media Player
VIDEO DEVICES
To locate your Video Card information please use the following steps;
Start > Settings > Control Panel > Display
Select the "Settings" tab
Click on the "Advanced" button
On the new window select "Adapter" tab and click "Properties"
Select the "Driver" tab and click "Update Driver"
Follow the instructions in the "Wizard".
When asked to "Search the following hardware devices" select "Microsoft Windows Update"
This will allow you to access the Video Card information from the Hardware Tab.
VIDEO CODECS
Make sure that the waveform-audio driver or audio codec is listed; to verify this, in Control Panel, double-click Sounds and Multimedia click the Hardware tab, and then examine the Devices list. Check with the manufacturer of the sound card to ensure you have the proper drivers. If you cannot find the correct audio codec or driver for the sound card in the list, connect to the manufacturer's Web site and download a current driver.
If you're having problems viewing video you may need to download and install the necessary codecs (compression software) on top of your Windows Media Player.
Download the latest codec's for Windows Media Player from click here
MULTIMEDIA
If the broadcast volume does not improve can you please check you system settings:
Start > Settings > Control Panel > Sounds and Multimedia
Windows Media Player > Play > Volume.
To adjust the volume
Move the Volume slider left to decrease or right to increase the volume level.
-or-
On the Play menu, point to Volume, and then click Up, Down, or Mute.
Note
To turn audio off, click the Mute button. To turn audio back on, click the button again.
To adjust the graphic equalizer levels
Click Now Playing.
On the View menu, point to Enhancements, and then click Graphic Equalizer.
ACTIVEX
See settings in Internet Explorer
DIRECTX
DirectX Diagnostic Tool
Windows 2000 includes the DirectX Diagnostic Tool, a utility for diagnosing problems with DirectX drivers and multimedia hardware. You can use the tool to obtain detailed system and driver information, as well as to test specific devices. The results can be reported to Microsoft Product Support Services to speed up diagnosing and resolving problems. To display the DirectX Diagnostic Tool, on the Start menu, click Run, and then type:
dxdiag
To ensure you have the latest version of DirectX please follow this Link
SHOCKWAVE / FLASH
Update for Internet Explorer
Flash Player
Flash Player
Plugins for Firefox / Opera
Acrobat Reader
Installing the Adobe Shockwave plug-in
Flash Player
JAVA
To see whether your browser is configured to use the Java Runtime Environment (JRE) or not, first open the Windows Control Panel. From the Start menu button, select Settings, then Control Panel to open the Control Panel. You should see the Java Coffee Cup logo icon in the Control Panel.
Double-click the icon to open the Java Control Panel.
In the Java Control Panel, click the Advanced tab.
Under Settings, click on + icon against <Applet> tag support.
Make sure the box next to Internet Explorer, Netscape, or Mozilla is checked.
If it is not checked, click the checkbox to enable the JRE for your Web browser.
Click Apply.
If you do not see the coffee cup icon in the Windows Control Panel, you do not have the latest version of the Sun JRE installed on your computer.
To verify for installation pleas go here
Internet Explorer
Java is embedded in Internet Explorer
Open Internet Explorer on the menu bar go to "Tools > Sun Java Console"
This should give you something like this: "
Java Plug-in 1.5.0_10
Using JRE version 1.5.0_10 Java HotSpot(TM) Client VM
User home directory = C:\Documents and Settings\your.name
Firefox
Open Firefox on the menu bar go to: "Tools > Options"
Select "Content" and tick "Enable Javascript" and "Enable Java"
To get the Java Plugin go here
Opera
Java is embedded in Opera
Open Opera on the menu bar go to "Tools > Advanced > Java Console"
This should give you something like this:
Opera Java Console
Java vendor: Sun Microsystems Inc.
Java version: 1.5.0_10
ADDITIONAL RESOURCES
Troubleshooting - Java
Internet Explorer 6.0 Solution Center
JAVA
Windows XP Service Pack 1
Troubleshooting
If any of the following links corresponds to your question please click on the link if available, you will then be shown the most up-to-date advice for resolving the issue. If there is no link available then please scroll down to the relevent section of the advice for this operating system
I can't log in - Password Advice, Cookies
I can't see the video - Check WMP, DirectX
I can see the video but can't hear any sound - DirectX, Sound Card
The Picture quality is bad - Video Driver adaptors, DirectX
The sound quality is bad - Sound card, corrupted WMP
The number of Licences have been exceeded - DRM advice
If these links do not resolve the problem then please go through the following information, which contains the most up-to-date advice available on all aspects of software and systems settings required in order to play the content of the Australian Open site
SOFTWARE REQUIRED
It is recommended that you have the following software downloaded on your computer;
Windows Media Player Version 10.00.00.4036
Internet Explorer Version 6.0.2800.1106 + SP1 or upgrade to Service Pack 2
If you are not running Windows XP SP1, install SP1a to make sure that you have the latest security and reliability updates for Windows XP
The following settings will in most cases be set by default but should be verified to ensure optimum performance for maximum enjoyment of the content.Please note that the content is produced for Windows Media Player and Internet Explorer, whilst other browsers might work we do not guarantee that they will render the content correctly.
WINDOWS MEDIA PLAYER 10
Windows Media Player 10 is the all-in-one media player that provides the best experience for discovering, playing, and taking your digital entertainment anywhere--on Windows XP-based PCs and the widest choice of portable devices. After installing, you might need to restart your computer.
To find out what version of Windows Media Player you have Open WMP, go to Help/About Windows Media Player
Latest version can be downloaded here
In Windows Media Player go to Tools\Options\
On the "File Types" tab "Select All"and click "OK"
On the "Security" tab Tick "Run script commands when present"
On the "Privacy" tab Tick "Acquire licenses automatically for protected content"
On the "Performance" tab ensure 'Detect Connection Speed' is set and ensure 'Use Default Buffering' is set
On the "Play" menu adjust Volume to suit your taste.
On the "Player" tab Tick "Download codecs automatically"
On the "Network" tab "Select all protocols"
In the "Streaming Proxy settings" Configure:
HTTPProxy = Browser
MMSProxy = Autodetect
RTSPProxy = Autodetect
See if the Player is set to work offline, click the File menu in the Player to verify if a check mark is displayed next to the Work Offline command. If it is, to clear the check mark and enable the Player to connect to the network, click Work Offline.
Note that if you are trying to play the file from a computer in your office, your corporate network administrator may prevent the Player from accessing the Internet, even if you remove the check mark next to Work Offline. In this case, contact your network administrator for more information.
If you want to continue to work offline but allow Windows Media Player (Windows Media Player 9 Series or later) to connect to the Internet when it needs to, you can do the following:
In the Player, on the Tools menu, click Options.
In the Options dialog box, on the Player tab, click Connect to the Internet (overrides other commands).
Some video adaptors cannot play audio content that was created by using an 8-kilohertz (kHz) or 16-kHz sampling rate. To determine whether this is the problem, determine the sampling rate that is used in the Advanced Systems Format (.asf) file. To do this, follow these steps:
a. In Windows Media Player, open the streaming media file that is causing problems.
b. On the File menu, click Properties.
c. Click the Advanced tab.
d. Examine the list of codecs being used to see if you can determine the sampling rate for the audio. If the rate is 8 kHz or 16 kHz, this may be the problem.
Additional Resources:
Frequently asked questions about how to troubleshoot issues in Windows Media Player
streaming Errors in Windows Media Player
Windows Media Player 10 Error Messages
Troubleshooting Windows Media Player 10
For more information about playing multimedia files using Windows Media Player, see the Knowledge Base link on the Web Resources page
INTERNET EXPLORER 6
Internet Explorer 6 Service Pack 1 is recommended for systems running versions of Windows prior to Windows XP SP2.
To find out what version of Internet Explorer you have o pen IE, go to Help/About Internet Explorer
Latest updates can be downloaded here
Cumulative Security Update for Internet Explorer (867801)
If you've recently had trouble logging on to Web sites or completing Internet transactions - or if you have started seeing the message "HTTP 500 internal server error" when trying to visit secure Web sites - then you might need this update.
If you receive a "Microsoft Internet Explorer has encountered a problem and needs to close." error message, click here
By default, Microsoft® Internet Explorer plays sounds, animations, and videos from intranet or Internet sites. However, you can disable any of these options to ensure that pages load faster or to enhance a quiet work environment. You can also configure Internet Explorer to play a specific radio station by default every time the browser starts.
To enable or disable sounds, videos, and animation from Web pages
1.On the desktop, right-click Internet Explorer, and then click Properties.
2.Click the Advanced tab, and then in the Multimedia section, select or clear the Play animations, Play sounds, or Play videos check boxes.
To enable ActiveX
1.On the desktop, right-click Internet Explorer, and then click Properties.
2.Click the "Security" tab then "Internet" click "custom Level" and select the following options:
| Download signed ActiveX controls |
Enable or Prompt |
| Run ActiveX controls and plugins |
Enable or Prompt |
| Script ActiveX controls marked safe for scripting |
Enable or Prompt |
To enable Java
1.On the desktop, right-click Internet Explorer, and then click Properties.
2.Click the "Security" tab then "Internet" click "custom Level" and select the following options:
| Java Permissions |
High Safety |
| Active scripting |
Enable or Prompt |
| Scripting of Java applets |
Enable or Prompt |
To enable cookies
1.On the desktop, right-click Internet Explorer, and then click Properties.
2.Click the "Privacy" tab.
3.Set slider to "Medium"
1.On the desktop, right-click Internet Explorer, and then click Properties.
2.Click the Advanced tab,
SelectUse JRE 1.5.0_10 for <applet>
SelectJIT compiler for virtual machine enabled
Additional Resources:
IE6
AUDIO DEVICES
Click Start, click Control Panel, and then double-click System.
2.On the Hardware tab, click Device Manager.
3.Expand the Sound, video and game controllers branch.
Double-click the sound card.
On the Driver tab, click Update Driver, and then click Next.
Follow the prompts to automatically install the driver. If you have recently downloaded an updated driver, click Install from a list or specific location (Advanced) to install it.
Configuring Audio Performance Options
Windows 2000 lets you optimize audio playback and recording by specifying the default hardware acceleration and sample rate conversion quality.
To configure audio performance options
1.In Control Panel, double-click Sounds and Multimedia.
2.Click the Audio tab, and then under Sound Playback or Sound Recording, click Advanced.
3.Click the Performance tab, and then under Audio playback or Audio recording, select the hardware acceleration and sample rate conversion quality settings for the workstation.
Additional Resources:
Audio Playback in Windows Media Player
Troubleshoot video and audio
Troubleshooting Audio Playback Issues in Windows Media Player
VIDEO DEVICES
To locate your Video Card information please use the following steps;
Start > Settings > Control Panel > Display
Select the "Settings" tab
Click on the "Advanced" button
On the new window select "Adapter" tab and click "Properties"
Select the "Driver" tab and click "Update Driver"
Follow the instructions in the "Wizard".
When asked to "Search the following hardware devices" select "Microsoft Windows Update"
This will allow you to access the Video Card information from the Hardware Tab.
VIDEO CODECS
Make sure that the waveform-audio driver or audio codec is listed; to verify this, in Control Panel, double-click Sounds and Multimedia click the Hardware tab, and then examine the Devices list. Check with the manufacturer of the sound card to ensure you have the proper drivers. If you cannot find the correct audio codec or driver for the sound card in the list, connect to the manufacturer's Web site and download a current driver.
If you're having problems viewing video you may need to download and install the necessary codecs (compression software) on top of your Windows Media Player.
Download the latest codec's for Windows Media Player from click here
MULTIMEDIA
If the broadcast volume does not improve can you please check you system settings:
Start > Settings > Control Panel > Sounds and Multimedia
Windows Media Player > Play > Volume.
To adjust the volume
Move the Volume slider left to decrease or right to increase the volume level.
-or-
On the Play menu, point to Volume, and then click Up, Down, or Mute.
Note
To turn audio off, click the Mute button. To turn audio back on, click the button again.
To adjust the graphic equalizer levels
Click Now Playing.
On the View menu, point to Enhancements, and then click Graphic Equalizer.
ACTIVEX
See settings in Internet Explorer
DIRECTX
DirectX Diagnostic Tool
Windows 2000 includes the DirectX Diagnostic Tool, a utility for diagnosing problems with DirectX drivers and multimedia hardware. You can use the tool to obtain detailed system and driver information, as well as to test specific devices. The results can be reported to Microsoft Product Support Services to speed up diagnosing and resolving problems. To display the DirectX Diagnostic Tool, on the Start menu, click Run, and then type:
dxdiag
To ensure you have the latest version of DirectX please follow this Link
SHOCKWAVE / FLASH
Update for Internet Explorer
Flash Player
Flash Player
Plugins for Firefox / Opera
Acrobat Reader
Installing the Adobe Shockwave plug-in
Flash Player
JAVA
To see whether your browser is configured to use the Java Runtime Environment (JRE) or not, first open the Windows Control Panel. From the Start menu button, select Settings, then Control Panel to open the Control Panel. You should see the Java Coffee Cup logo icon in the Control Panel.
Double-click the icon to open the Java Control Panel
In the Java Control Panel, click the Advanced tab.
Under Settings, click on + icon against <Applet> tag support.
Make sure the box next to Internet Explorer, Netscape, or Mozilla is checked.
If it is not checked, click the checkbox to enable the JRE for your Web browser.
Click Apply.
If you do not see the coffee cup icon in the Windows Control Panel, you do not have the latest version of the Sun JRE installed on your computer.
To verify for installation please go here
Internet Explorer
Java is embedded in Internet Explorer
Open Internet Explorer on the menu bar go to "Tools > Sun Java Console"
This should give you something like this: "
Java Plug-in 1.5.0_10
Using JRE version 1.5.0_10 Java HotSpot(TM) Client VM
User home directory = C:\Documents and Settings\your.name"
Firefox
Open Firefox on the menu bar go to: "Tools > Options"
Select "Content" and tick "Enable Javascript" and "Enable Java"
To get the Java Plugin go here
Opera
Java is embedded in Opera
Open Opera on the menu bar go to "Tools > Advanced > Java Console"
This should give you something like this:
Opera Java Console
Java vendor: Sun Microsystems Inc
Java version: 1.5.0_10
ADDITIONAL RESOURCES
Troubleshooting - Java
Internet Explorer 6.0 Solution Center
JAVA
Windows XP Service Pack 2
Troubleshooting
If any of the following links corresponds to your question please click on the link if available, you will then be shown the most up-to-date advice for resolving the issue. If there is no link available then please scroll down to the relevent section of the advice for this operating system
I can't log in - Password Advice, Cookies
I can't see the video - Check WMP, DirectX
I can see the video but can't hear any sound- DirectX, Sound Card
The Picture quality is bad - Video Driver adaptors, DirectX
The sound quality is bad - Sound card, corrupted WMP
The number of Licences have been exceeded - DRM advice
If these links do not resolve the problem then please go through the following information, which contains the most up-to-date advice available on all aspects of software and systems settings required in order to play the content of the Australian Open site
SOFTWARE REQUIRED
It is recommended that you have the following software downloaded on your computer;
Windows Media Player Version 11.0.5721.5145+ KB900325 + KB925766
Internet Explorer Version 7.0.5730.11
If you have Windows XP Service Pack 1 and wish to upgrade you can do so here
The following settings will in most cases be set by default but should be verified to ensure optimum performance for maximum enjoyment of the content.Please note that the content is produced for Windows Media Player and Internet Explorer, whilst other browsers might work we do not guarantee that they will render the content correctly.
WINDOWS FIREWALL
WINDOWS MEDIA PLAYER 11
Windows Media Player 11 is designed to work with all versions of Windows XP Service Pack 2
To discover what version of Windows Media Player Version you have ,Open WMP go to Help/About Windows Media Player
Latest version can be downloaded here or here
In Windows Media Player go to Tools\Options\
On the "File Types" tab "Select All" and click "OK"
On the "Security" tab Tick "Run script commands when present"
On the "Privacy" tab Tick "Acquire licenses automatically for protected content"
On the "Performance" tab ensure 'Detect Connection Speed' is set and ensure 'Use Default Buffering' is set
On the "Play" menu adjust Volume to suit your taste.
On the "Player" tab Tick "Download codecs automatically"
On the "Network" tab "Select all protocols"
In the "Streaming Proxy settings" Configure:
HTTPProxy = Browser
MMSProxy = Autodetect
RTSPProxy = Autodetect
See if the Player is set to work offline, click the File menu in the Player to verify if a check mark is displayed next to the Work Offline command. If it is, to clear the check mark and enable the Player to connect to the network, click Work Offline.
Note that if you are trying to play the file from a computer in your office, your corporate network administrator may prevent the Player from accessing the Internet, even if you remove the check mark next to Work Offline. In this case, contact your network administrator for more information.
If you want to continue to work offline but allow Windows Media Player (Windows Media Player 9 Series or later) to connect to the Internet when it needs to, you can do the following:
In the Player, on the Tools menu, click Options.
In the Options dialog box, on the Player tab, click Connect to the Internet (overrides other commands).
Some video adaptors cannot play audio content that was created by using an 8-kilohertz (kHz) or 16-kHz sampling rate. To determine whether this is the problem, determine the sampling rate that is used in the Advanced Systems Format (.asf) file. To do this, follow these steps:
a. In Windows Media Player, open the streaming media file that is causing problems.
b. On the File menu, click Properties.
c. Click the Advanced tab.
d. Examine the list of codecs being used to see if you can determine the sampling rate for the audio. If the rate is 8 kHz or 16 kHz, this may be the problem.
Additional Resources:
Frequently asked questions about how to troubleshoot issues in Windows Media Player
Streaming Errors in Windows Media Player
Windows Media Player support
When you try use Windows Media Player 11 to play a digital rights management (DRM)-protected media file, if it does not play click here
For advice on using protected files (DRM) click here
INTERNET EXPLORER 7
Internet Explorer 7 is recommended for systems running versions of Windows XP SP2.
Internet Explorer Version;(Open IE go to Help/About Internet Explorer)
Get Internet Explorer Version 7 Here
Read the "Release Notes" here
MS07-016: Cumulative security update for Internet Explorer 7
When you use Internet Explorer 7 to visit a Web site, you may receive error messages that state that you do not have the most current version of Internet Explorer, if this happens click here
Internet Explorer 7 may exit immediately when it includes an add-on and you start it in Windows XP or in Windows Server 2003, if this occurs click here
By default, Microsoft® Internet Explorer plays sounds, animations, and videos from intranet or Internet sites. However, you can disable any of these options to ensure that pages load faster or to enhance a quiet work environment. You can also configure Internet Explorer to play a specific radio station by default every time the browser starts.
To enable sounds, videos, and animation from Web pages
1.On the desktop, right-click Internet Explorer, and then click Properties.
2.Click the Advanced tab, and then in the Multimedia section, select the Play animations in webpages, Play sounds in webpages, and Show pictures.
3.In Java section "Tick" Use JRE 1.5.X_xx
To enable ActiveX
1.On the desktop, right-click Internet Explorer, and then click Properties.
2.Click the "Security" tab then "Internet" click "custom Level" and select the following options:
| Download signed ActiveX controls |
Enable or Prompt |
| Run ActiveX controls and plugins |
Enable or Prompt |
| Script ActiveX controls marked safe for scripting |
Enable or Prompt |
| Display video and animation on a webpage that does not use external media player |
Enable |
| Active scripting |
Enable or Prompt |
| Scripting of Java applets |
Enable or Prompt |
To enable cookies
1.On the desktop, right-click Internet Explorer, and then click Properties.
2.Click the "Privacy" tab.
3.Set slider to "Medium"
Additional Resources:
Internet Explorer 6.0 Solution Center
Internet Explorer 7 Solution Center
AUDIO DEVICES
Click Start, click Control Panel, and then double-click System.
2.On the Hardware tab, click Device Manager.
3.Expand the Sound, video and game controllers branch.
Double-click the sound card.
On the "Driver" tab, click "Update Driver", and then click "Next"
Follow the prompts to automatically install the driver. If you have recently downloaded an updated driver, click Install from a list or specific location (Advanced) to install it.
Configuring Audio Performance Options
Windows 2000 lets you optimise audio playback and recording by specifying the default hardware acceleration and sample rate conversion quality.
To configure audio performance options
1.In Control Panel, double-click Sounds and Multimedia.
2.Click the Audio tab, and then under Sound Playback or Sound Recording, click Advanced.
3.Click the Performance tab, and then under Audio playback or Audio recording, select the hardware acceleration and sample rate conversion quality settings for the workstation.
Additional Resources:
Audio Playback in Windows Media Player
Troubleshoot video and audio
Troubleshooting Audio Playback Issues in Windows Media Player
VIDEO DEVICES
To locate your Video Card information please use the following steps:
Start > Settings > Control Panel > Display
Select the "Settings" tab
Click on the "Advanced" button
On the new window select "Adapter" tab and click "Properties"
Select the "Driver" tab and click "Update Driver"
ollow the instructions in the "Wizard".
When asked to "Search the following hardware devices" select "Microsoft Windows Update"
This will allow you to access the Video Card information from the Hardware Tab.
VIDEO CODECS
Make sure that the waveform-audio driver or audio codec is listed; to verify this, in Control Panel, double-click Sounds and Multimedia click the Hardware tab, and then examine the Devices list. Check with the manufacturer of the sound card to ensure you have the proper drivers. If you cannot find the correct audio codec or driver for the sound card in the list, connect to the manufacturer's Web site and download a current driver.
If you're having problems viewing video you may need to download and install the necessary codecs (compression software) on top of your Windows Media Player.
>Download the latest codecs for Windows Media Player from click here
MULTIMEDIA
If the broadcast volume does not improve can you please check you system settings:
Start > Settings > Control Panel > Sounds and Multimedia
Windows Media Player > Play > Volume.
To adjust the volume
Move the Volume slider left to decrease or right to increase the volume level.
-Or-
On the Play menu, point to Volume, and then click Up, Down, or Mute.
Note
To turn audio off, click the Mute button. To turn audio back on, click the button again.
To adjust the graphic equalizer levels
Click Now Playing.
On the View menu, point to Enhancements, and then click Graphic Equalizer.
ACTIVEX
See settings in Internet Explorer
DIRECTX
DirectX Diagnostic Tool
Windows XP includes the DirectX Diagnostic Tool, a utility for diagnosing problems with DirectX drivers and multimedia hardware. You can use the tool to obtain detailed system and driver information, as well as to test specific devices. The results can be reported to Microsoft Product Support Services to speed up diagnosing and resolving problems. To display the DirectX Diagnostic Tool, on the Start menu, click Run, and then type:
dxdiag
To ensure you have the latest version of DirectX please follow this Link
SHOCKWAVE / FLASH
Update for Internet Explorer
Flash Player
Flash Player
Plugins for Firefox / Opera
Acrobat Reader
Installing the Adobe Shockwave plug-in
Flash Player
JAVA
To see whether your browser is configured to use the Java Runtime Environment (JRE) or not, first open the Windows Control Panel. From the Start menu button, select Settings, then Control Panelto open the Control Panel. You should see the Java Coffee Cup logo icon in the Control Panel.
Double-click the icon to open the Java Control Panel.
In the Java Control Panel, click the "Advanced" tab.
Under Settings, click on + icon against <Applet> tag support.
Make sure the box next to Internet Explorer, Netscape, or Mozilla is checked.
If it is not checked, click the checkbox to enable the JRE for your Web browser.
Click Apply.
If you do not see the coffee cup icon in the Windows Control Panel, you do not have the latest version of the Sun JRE installed on your computer.
To verify for installation please go here
Internet Explorer
Java is embedded in Internet Explorer
Open Internet Explorer on the menu bar, go to "Tools > Sun Java Console"
This should give you something like this: "
Java Plug-in 1.5.0_10
Using JRE version 1.5.0_10 Java HotSpot(TM) Client VM
User home directory = C:\Documents and Settings\your.name
Firefox
Open Firefox on the menu bar go to: "Tools > Options"
Select "Content" and tick "Enable Javascript" and "Enable Java"
To get the Java Plugin go here
Opera
Java is embedded in Opera
Open Opera on the menu bar go to "Tools > Advanced > Java Console"
This should give you something like this:
Opera Java Console
Java vendor: Sun Microsystems Inc.
Java version: 1.5.0_10
ADDITIONAL RESOURCES
Troubleshooting - Java
Internet Explorer 6.0 Solution Center
JAVA
ACCESS PROBLEMS
If you have registered on the site but your username or password are not accepted, please check the following;
I've forgotten my username and/or password
Click on the 'Contact Us' link below and mark your email subject as 'Site Access - Username/Password Query option. Please give as many details as possible, such as email address and home postcode and we will try and help.
Contact us
The password storing mechanism within Internet Explorer can occasionally corrupt passwords, and it is sometimes necessary to clear your stored password and re-enter the information. This can be done as follows:
1. Within Internet Explorerclick on the Tools menu and select Internet Options.
2. Select the Content tab, and click on the Auto Complete button.
3. Click the Clear Password button, and ok the confirmation.
4. Click OKto exit Internet Options
5. Close all instances of Internet Explorer.
The changes will take effect the next time you start Internet Explorer
When I access the site, I am repeatedly told to enable Cookies (IE6)
Cookies are small files, stored on your computer and used to authenticate you after you have logged in initially. If you do not permit Cookies from Barnsley World to be stored on your local computer, you will not be able to gain access to the site.
To enable Cookies in Internet Explorer 6, you should:
1. Start Internet Explorer.
2. Select the Tools menu and then Internet Options.
3. In the next window select the Privacy tab at the top of the screen.
4. Click on the Default button at the bottom right of this section.
5. Now drag the slider on the left of this section to the bottom - until you see the Accept All Cookies message.
6. Click the OK button at the very bottom of the window to accept your changes.
7. Stop all instances of Internet Explorer to ensure settings are applied properly.
DRM Problems
Digital Rights Management software has been applied to the Australian Open content to protect the footage from being copies or shared over the internet. Your computer will be granted a set number of licences to view the content. It is advisable not to log onto the site on more than four different computers.
If you attempt to view content on the site but are told that 'the number of licences have been exceeded' then you should email our customer service so that they can re-set the number of licences on your account.
If the problem still persists then this indicates that your computer software (Windows Media Player or Internet Explorer) is either out of date or corrupted, or your system set up needs reconfiguring. To rectify this problem you should then follow the advice contained in these pages on updating your software or changing your system settings.
If you are still encountering technical problems then please email our customer service department at customerservices@performgroup.com
Alternatively, you can also get further assistance here; http://www.performgroup.com/page/FAQ
