Troubleshooting Guide

If you are having trouble listening to Canopy Radio, here are some suggestions for you to try.

1. “Missing Plug-in” Error Message

If you get a message that your browser has a missing plug-in, you should ensure that QuickTime is installed and the browser plug-in is enabled on Windows and Mac computers. On Linux computers, MPlayer and mplayerplug-in must be installed.

For more details about the software and other minimum system requirements, see the Technical Requirements section.

2. Player Launches But There is No Sound

If the Canopy Radio web player opens and you don't hear sound, you should check the following:

• Ensure that QuickTime or MPlayer is installed and the browser plug-in is enabled
• Ensure that your system volume is not low or muted
• Ensure that your speakers are headphones are securely plugged in and turned on

There is also a chance that your system’s sound card drivers are not compatible with the latest version of Apple QuickTime Player. To update drivers, go to the website of your sound card manufacturer.

3. Poor Sound Quality

If your sound quality is poor, it is usually related to connection speed. A broadband Internet connection such as cable, DSL or T1 will provide the best quality, but even these may occasionally be slow. For best results, your Internet connection speed should be 256 Kbps or better.

The speed of your computer processor and the amount of memory installed will also affect the stream quality. A 1 GHz processor or faster and at least 512 MB of RAM is recommended for best results.

4. Still not Hearing the Stream?

If you are still unable to hear the Canopy Radio stream and you believe that the problem it is not due to your connection speed or equipment, consider the following issues:

• Apple QuickTime configuration settings might be altered. To fix this, reset QuickTime to its original configuration or uninstall and reinstall the latest version of QuickTime and get the latest version.
• Your computer’s browser cache may be full. A full cache can reduce performance. To recover cache space, delete temporary Internet files and remove items from your history.
• If you are attempting to access the audio stream from a restricted network, it is possible that a proxy server or firewall is configured to block this type of connection. You will need to speak to your Network Administrator to resolve the problem or try to listen to Canopy Radio from a connection outside the restricted network.
  
  Note that to hear the Canopy Radio stream, your firewall must allow outbound connections on TCP ports 38700 - 38799.