Ustream Help Center

For all issues, try a different browser.  We recommend Google Chrome -- download it here:

http://www.google.com/chrome/index.html

Video Playback is Choppy, Video is Lagging

Most of these issues are caused by either the broadcaster's internet connection, or the internet connection you are trying to watch on.  We recommend doing a speedtest at speedtest.net  Most broadcasts are in the range of 300kbps to 2Mbps.  If your connection or the broadcaster's connection is too slow, you will experience issues with choppy or lagging playback. 

Sound is too quiet or too loud, no sound at all

Check the volume control on the video player (this is in the lower right hand corner below the video).  Check the volume on your computer itself.  If you still have audio issues, it is most likely a problem on the broadcaster's end. 

No player loading at all, jittery video, fully white or fully black screen where video is supposed to be:

Make sure you have Adobe Flash Player installed and updated on your computer:  http://get.adobe.com/flashplayer/

Black screen with spinning white wheel:

Try refreshing your page.  If problem persists, broadcast may be off air, but broadcaster did not fully disconnect.  If problem is consistent for you, please submit a support ticket to let us know -- if possible, include your geographic region or IP address as well as the channel URl you are trying to watch in your support inquiry. 

Video Stops partway through:

Try refreshing your page.  If problem is consistent for you, please submit a support ticket to let us know -- include the recorded video URL in your support inquiry.

Allow 3rd party Flash cookies to be stored on your computer

Clear your third party flash cookies, and make sure they are allowed.  Here's how:

1. Go to your Website Storage Settings Pannel  http://www.macromedia.com/support/documentation/en/flashplayer/help/settings_manager07.html
2. Click Delete all sites.  Note: this will delete all flash cookies for sites that you have visited.  For more information on flash cookies, please read here http://www.aboutcookies.org/default.aspx
3. Then, go to http://www.macromedia.com/support/documentation/en/flashplayer/help/settings_manager03.html
4. Click the box next to "Allow third-party Flash content to store data on your computer".

If you cannot view a stream, this could be because of a firewall.

The following is a guide on how to allow Ustream on common blocking applications:

Adblock Plus extension (Firefox):Locate the 'APB' stop sign (usually upper right on your browser), click the down-arrow next to it and click "Disable on ustream.tv".(There maybe more than one)

"Noscript" add-on for Firefox. Locate the blue 'S' on the bottom of your task bar and/or "opinions" and allow "ustream.tv. " (May need to allow more than one)

IE7Pro AdBlock: Locate the blue 'E' icon in the lower-right corner of your browser. Right-click it, and select "AD Blocker," then "Don't Filter This Site."(Anything with ustream.tv)

SafariBlock: Open Safari Preferences, choose the SafariBlock tab, and click the "Disable" button.

Kaspersky Internet Security: You have a couple of options:

1. Pause Protection: Right-click the red/black "K" (Kaspersky Icon) in the lower-right corner of your screen. Click "Pause Protection". Choose an appropriate time period from the drop-down menu. Then click outside of the drop menu. The window will disappear, and the "K" will turn gray. You can now surf our site for the time period chosen.

2. Turn Off Anti Banner: Right-click the red "K" in the lower-right corner of your screen. Choose "Open Kaspersky Internet Security." Choose "Firewall" in the left menu. Then click "Configure." Then choose "Firewall" in the left menu of the pop-up screen. Finally, un-check "Enable Anti Banner." ZoneAlarm Pro firewall: You can turn off ad blocking under the "Privacy" tab and slide the "Ad Blocking" control to the "off" position.

NOTICE: there is no reason to disable ZoneAlarm, only the banner blocking option needs to be disabled.

Norton Internet Security: 2005/06: Open Norton Internet Security. In the main window, double-click "Ad Blocking" and then uncheck "Ad Blocking".

NOTICE: there is no reason to disable NIS, only the ad-blocking feature needs to be disabled to access this site. Alternatively, in some versions, you can click the Norton icon in the toolbar (lower right corner) and select "Allow ads from this site" OR uncheck the box that says "block ads from this site". 2007: This version didn't come out with built-in security for ad blockers. However, there is an available add-on called Norton Security Center. Click the "Add-On Pack" tab at the top.

1. Click "Ad-Blocking," then "Configure."
2. In the new window click "Advanced."
3. Now click the button that says "Add Site," and type in "www.ustream.tv" (without quotes).
4. Click "OK." This adds the site to the left column.
5. Now ensure that "www.ustream.tv" is selected in the left column, and click the "Add" button.
6. In the prompt, click "Permit" and type "ad" in the window (without the quotes).
7. Click "Ok," three times.
8. You can now close Norton Control Center and restart your browser.

AdSubtract: Right mouse-click on the AdSubtract icon in your task tray (looks like an orange circle with a plus and minus sign) and select "Disable AdSubtract". WebWasher: Right mouse-click on the WebWasher icon in your task tray (looks like a blue circle with a white "W" and then select "Deactivate standard filter".

The quality of a broadcast depends on many factors, including the type of equipment used, the stability of the internet connection, the upload speed, etc. These factors are all up to the broadcaster, and not Ustream. A majority of problems experienced are based on low bandwidth or local internet issues, which unfortunately Ustream cannot control.

We take inappropriate content very seriously. Click on “Menu” on the bottom-right corner of the player, and then click “Report Abuse.”

If the stream you’re trying to watch asks for a password, it is because the broadcaster set their stream to be private.   Only the broadcaster will be able to give you access; Ustream cannot provide passwords to protected streams.