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Player Opens but there's no sound.

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Technical Support

Email: support@alexanderstreet.com
Telephone: 1-800-889-5937

When reporting a problem please include your customer name, e-mail address, phone number, domain name or IP address and that of your web proxy server if used.

Symptoms
  • You have an audio enabled computer, with a compatible browser, the correct version of Flash but you cannot hear any music
  • The player says 'please wait' or 'playing'
  • There is no sound
Cause
  • You have an incorrect version of the Macromedia Flash Player.
  • A firewall is blocking the MP3 or Windows Media content.
Solution

1. Please ensure that your volume is turned up and that your speakers/headphones are plugged in. You might like to test that you can hear music from another site/service on the same computer.

2. Our music products require that Macromedia Flash player version 6 (or greater) is installed. a. On PCs using Internet Explorer, the Flash player provides the visual player control, which control windows media player, which is actually playing the music (in Windows Media Audio format). On MACs and PC users using Netscape browsers, the Flash player provides both the visual interface and plays the music (in MP3 format).

b. You can upgrade to the latest version of the Macromedia Flash player by visiting the Macromedia Website here: http://www.macromedia.com/shockwave/download/index.cgi?P1_Prod_Version=ShockwaveFlash>( 800kb).

3. You may need to open port 1755 on your firewall.

a. Firewalls cause can block media streams (music). In order for us to stream music to you, we require that certain ports are open on these firewalls. Ports are numbered doorways to Internet services, and firewalls can be configured to accept or reject access to particular ports.

b. Our music products require that port 1755 is opened on the firewall in order to support the streaming of Windows Media Audio to PC users using Internet explorer.

Resources

You can check the version of Flash you have installed on the Macromedia Site here: http://www.macromedia.com/support/flash/ts/documents/test_version.htm