Knowledgebase
ND Support > Help Desk > Knowledgebase

Search help:


Third Step: Connection Problems after following Step 1 and 2 above

Solution

NOTE: This article is not intended for users who are able to connect and hear audio but that audio is "breaking up" or stuttering. This is handled in a seperate article in this Wiki found HERE

FURTHER NOTE: This article is only relevant to those who cannot connect at all and are unable to hear any audio.

It is important to note that if you are attempting to connect to the radio station's audio streaming service from work or a corporate network, that the system administrator might have blocked access to Streaming Services.

As a first port of call you should check with your system administrator or IT manager to verify whether or not you will be allowed to access streaming on their network as this might prevent you from wasting time trying to get connected. If the network has been blocked from allowing streaming services to run, there is nothing that can be done to circumvent this, nor is it suggested to try and "break" the security of your network as it could resuld in the revokation of network rights at your place or work.

If however you are not restricted from accessing streaming services OR you are connecting from your own network (from Home or Work) then there are only a few possible causes that could be preventing you from connecting.

  1. ANTI-VIRUS OR FIREWALL SOFTWARE ON YOUR COMPUTER IS PREVENTING YOU FROM ACCESSING THE STREAMING SERVICE

    Some Anti Virus packages with built in Firewall protection or some built in protection provided by your operating system could be blocking access to media streaming services. This could be "selective" blocking in that you might be able to make use of services such as YouTube or other Audio Streaming services, but are not able to connect to others.

    Here we suggest that you seek guidance on disabling your Anti Virus software temporarily in order to test whether or not the audio streaming then works or not.

    Similarly your operating system's security settings could also be blocking access to certain streaming media platforms. Here we would again suggest temporarily disabling them and trying to reconnect to the audio streaming again.

    NOTE: It is a good idea to temporarily disable both the Anti Virus Software and the Firewall on your operating system at the same time before attempting to retry the audio stream. If it turns out that turning these two systems off allows you to connect to the audio stream, then they can be re-enabled immediately and further help should be obtained in order to create an "exception" inside your firewall/anti virus to allow streaming to function.

    If you need assistance in disabling these, please submit a ticket by clicking HERE. You will need to provide us with as much information about your computer as possible. As a minimum we need to know:

       - Your Operating System and it's Version (e.g. Windows 7 Home Edition)
       - Your Anti Virus Package and it's Version (e.g. Norton Anti Virus 2003)
       - Your current Internet Connection (e.g. I am connecting from home via an ADSL connection)
       - Your Internet Connection's Speed (e.g. 4 megabit)
       - Your Internet Service Provider (e.g. AfriWeb ADSL Services)
       - Any error messages that might have come up while trying to connect


  2. FIREWALL OR SECURITY SETTINGS ON YOUR ROUTER/MODEM/WIRELESS ACCESS POINT ARE PREVENTING YOU FROM CONNECTING TO OUR SYSTEM

    In certain circumstances we have found that a built in firewall that is part of certain models of ADSL Routers or Wireless Routers blocks outgoing access to streaming services.

    As there are thousands of routers on the market, it is difficult for us to assist with this directly and we would suggest attempting to gain access to your router directly and searching for any FIREWALL or SECURITY features and temporarily disabling them and retrying your connection to the audio stream. If you do get this right and you are able to successfully connect to the audio stream, we ask that you re-enable the security feature that you disabled as to not leave your system vulnerable. You are then welcome to submit a support ticket and we will guide you through properly configuring the router to allow connection to our system and still keeping your network secure (*)

    Most routers will be accessible by going to one of the following addresses in your Web Browser:

    http://10.0.0.2  or
    http://10.0.0.254  or
    http://192.168.0.1  or
    http://192.168.1.1  or
    http://192.168.0.254  or
    http://192.168.1.254  or

    By Default the username and password might be one of the following combinations (provided as USERNAME / PASSWORD):

    admin / admin
    admin / administrator
    administrator / administrator
    administrator / admin
    admin / password
    administrator / password
    admin / epicrouter

    (or simply refer to your router's manual for the IP Address (the http://10.0.0.2 part) and the Username and Password required to gain access to the router)


  3. IT IS HIGHLY UNLIKELY, BUT A THIRD POSSIBLE CAUSE OF CONNECTION PROBLEMS COULD BE THAT YOUR INTERNET CONNECTION SPEED IS TOO LOW TO PROPERLY SUPPORT AUDIO STREAMING

    In order for an audio stream (or a video stream) to run smoothly, you require enough available "bandwidth" or "line speed" and as such if this is not available, the stream will not perform adequately and you will either be left with little or no audio flowing into the player.

    If this is the case, we suggest that you do a speed test and report your PING, DOWNLOAD and UPLOAD speeds to us so that we are able to advise you whether or not your line speed is affecting your ability to connect.

    The speed test can be done here: http://www.speedtest.net

    Once that is done, the test results can be submitted to us by clicking HERE

 
Was this article helpful? yes / no
Article details
Article ID: 3
Category: Audio Streaming
Date added: 2013-01-05 23:23:09
Views: 10972
Rating (Votes): Article rated 3.2/5.0 (27)

 
« Go back

 
Powered by Help Desk Software HESK, brought to you by SysAid