Collaborative Media Group Events

Support and Troubleshooting

System Requirements

We now support Apple iOS devices such as iPhone and iPad.  Android devices and Blackberry are not supported at this time.

List of devices and OS combinations that are certified for running Adobe Flash Player:

http://www.adobe.com/devnet-apps/flashruntimes/certified-devices.html

In order to watch videos on our site, make sure you have access to the following system requirements:

  • Macromedia Flash Player v9.0.115.0+ plug-in  
  • Windows 2000 or higher with latest updates installed  
  • Mac OS X 10.3 or higher  
  • Supported Browsers: Google Chrome, Firefox, Safari (use current versions)  
  • Broadband connection with 500+ Kbps

What version of Flash do I have?

Collaborative Media Group (CMG Canada) uses the h.264 codec and at minimum this requires the v9.0.115.0 plug-in.  To test what version of Flash you have installed please run the test below, under Test Your Computer Network Access. 

When the test is completed the very first line of the results will output your Operating System and Flash plug-in version.  For instance, if it says "WIN 10,1,82,76" this means you are on a Windows machine and are running version 10 of Flash, which exceeds the v9.0.115.0 requirements.  If you are on a Macintosh OS/X machine the results could say "MAC 10,0,42,34" which exceeds minimum requirements.

If you do not have the required version please update your version of Flash from here: http://get.adobe.com/flashplayer/.


Video Performance Issues

If you are experiencing a choppy video or if you find that you are constantly buffering it is possible that your broadband connection is not high enough to download the live stream.  To test the capabilities of your connection please go to: http://speedtest.net/.

When you go to http://speedtest.net/ there should be a rotating gold colored pyramid, this represents the nearest test server to your location.  To begin the test press the "Begin Test" button.  The test will analyze your upload and download speed.

When the test has completed the result of your download and upload speeds will be displayed in two blue boxes.  If the Download number is less than 500Kbps that could a reason why you are having video performance issues.  If your Download speed is greater than 500Kbps (ie: 756Kbps, 1.6Mbps, 12Mbps, etc.) then please try viewing the Test Video below and perform a test on your ports under Test Your Computer Network Access.

Test Video

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Test Your Computer Network Access


What to do in the event of a problem


If you run into any difficulties during the initial connection process or during the event please check the following items prior to emaling the help desk.

  • Do you have a good network connection?  Can you access a different web address?
  • Do a refresh of your browser page.
  • Clear your browser cache.
  • Reboot your computer if required.
  • If all of the above have been tried and you still have problems, email the helpdesk at support@cmgcanada.ca

If you have reviewed the information here and tested your computer as instructed below but still are having issues, please contact our support department via email at support@cmgcanada.ca.