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LIVE STREAM/MEDIA

Streaming FAQ's

Streaming Live FAQ's and Support Information.

If you cannot view service, please try these steps. On a computer (PC & Mac):

  • Ensure that the latest updates are applied to the browser
  • Ensure that the latest version of Adobe Flash player is installed
  • Install the latest version of Java (http://java.com/en/download/index.jsp)
  • Ensure that your system has all needed access to the Flash Media Server by running port tests (http://www.therealtimeweb.com/index.cfm/2004/10/2/fms-port-tester?CFID=3021679&CFTOKEN=80936508)
  • Click the following link to ensure that are able to view a flash test video. http://www.youtube.com/watch?v=B8tSMKGbnW0
  • Ensure that your download speed is enough to stream the service. (www.speedtest.net and click Begin Test)
  • On a mobile device:

    Note: Android devices will need to download MX Player from the google playstore.

  • Ensure that the latest updates are applied to the device.
  • If you are using an app or a browser, ensure that the latest updates are applied.
  • If you are able to view the service but it is freezing, please follow these steps.

  • Ensure that your download speed is able to stream the content. You can confirm by going to www.speedtest.net.
  • If you are at least receiving 1Mbps, try closing other apps that might be using more of your device bandwidth.
  • Contacting New Hope Support Team

    If you are still experiencing issues, please provide as much of the following information as possible and email to technology@newhopecog.com.

    For computers:

  • What type of computer device are you on?
  • What Operating system (Windows, Mac, Linux) are you on?
  • What version of the Operating system are you on? (WinXP, Win Vista, Win7 and Win8: Start Button > My Computer, right-click, select Properties.
  • On a Mac, Go to the Apple Menu, and select, “About this Mac” – more info here: support.apple.com
  • Is the Operating System, hardware and software up to date and current? Have you checked for OS updates recently?
  • Is your Internet Connection working? Can you browse other sites, and does a new page draw quickly? Who is your Internet Service Provider?
  • Do you have other software programs or Apps using your Internet connection or bandwidth? For the best results, we recommend that the playing window you are using to view live content be the only Internet browser application open.
  • Are you using your computer with a WiFi connection?
  • Is the WiFi connection being used by others?
  • What browser are you using?
  • Do you have more than one browser installed?
  • If so, does the issue occur on the other browsers as well?
  • How much bandwidth speed do you have? You can check by going to www.speedtest.net and clicking ‘Begin Test’.
  • For Mobiles:

  • What device do you use?
  • What version of the Operating System are you on?
  • Is the Operating System, hardware and software up to date and current?
  • Are you attempting to watch the event in an app or from a browser?
  • Which browser are you using?
  • Do you have more than one Browser open?
  • Is the browser up to date and current?
  • What type of connection are you on? WiFi, Edge, 3G, 4G or LTE etc…? Is your Internet Connection working?
  • Do you have other software programs or Apps using your Internet connection or bandwidth?
  • Is your cellular connection strong or weak - How many bars are you seeing in your provider bar?
  • How much bandwidth speed do you have? You can check by going to www.speedtest.net and clicking ‘Begin Test’.
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