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Help with SurferNETWORK Player

We are happy to address your questions, but first please review the following list of common problems.

Does the player say 'No Stream'?

This usually means that the player is ready to play the stream but it is not receiving one. Causes for are:

  • The stream is DOWN
  • Something on your network or computer is blocking the stream

If none of these suggestions work for you, please let us know by filling out a Trouble Report. Also, please note, if you have been able to listen to streaming recently, and nothing on your system has changed, the most likely cause for the No Signal message is that the stream is down.

Things to check:

IN YOUR BROWSER:

SILVERLIGHT:Please make sure you have the latest version of Silverlight installed. It is a free one-time download from Micrososft.

Please note that in some cases you may need to first UNINSTALL your current version of Silverlight in order to get the newest version to work correctly.

PROTECTION MODE:If you are using Internet Explorer 7 or higher, "Protection Mode" may need to be turned off.

POP-UP BLOCKERS:Pop-up blockers can sometimes prevent players from opening properly. If you have pop-up blockers on your system, you can temporarily disable them by holding down the "Ctrl" key when clicking the "Listen Live" button. This is a good quick way to test if it is the pop-up blocker that is blocking the stream. If the player is opening but just not streaming, this is not the issue.

IN YOUR PLAYER:

IS IT INSTALLED AND UP TO DATE?: Windows and Mac (Intel Based) users can make sure they have the latest version of Silverlight installed. It is a free one-time download from Micrososft.

Linux users can fill out a Trouble Report, including the stationís call letters, so that we can send you specific information on how to listen.

IN YOUR NETWORK, FIREWALL, or ANTIVIRUS:

CORPORATE/NETWORK FIREWALLS and/or POLICIES: If you are listening in an office, is there a firewall, or a proxy server in place that blocks streaming media? Go to Microsoft's general help page look for the firewall and proxy server information.

If you are on a network where the network administrator could have blocked streaming, or restricted the bandwidth available for streaming, please contact them.

PERSONAL FIREWALL and/or ANTI-VIRUS: Some anti-virus and/or personal firewall software packages block streaming. If you have any of this software on your computer, please try disabling them one at a time and try to access the stream. If you are able to access the stream when one specific software package is disabled, streaming will have to be "allowed" through that software. Please consult the software Help or manual to learn how to allow streaming.

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Why is the stream playing the same 5-10 seconds of audio?

REPETITIVE AUDIO There are generally two causes for this:

  • The streaming is hung up. Please start by filling out a Trouble Report and letting us know the call letters and a brief description of the problem.
  • The broadcaster is playing filler audio during a non-streamable sporting event or syndicated show. Sometimes the radio stations cannot stream everything that they play over their terrestrial broadcast so they use a looping audio clip to fill in the blank time.

Why is the stream choppy or buffering?

Internet connection is too slow or is cutting out. Common symptoms are constant buffering and disconnects. Call your Internet Service Provider and have them check your line if you believe this to be the problem.

Bandwidth limitation on your network. This could be a company security or bandwidth-usage policy. It could also mean that your network is busy with file transfers or downloads. If you are in an office please check with your administrator.

Computer memory is low. If your memory or cache file folders are full you may experience audio streaming errors, try emptying your Temporary Internet files, and any addition files, such as the contents of the recycling bin.

If none of these problems are evident on your system and the stream is buffering more than normal, or every few seconds, please fill out a Trouble Report telling us the Call Letters and a short description of the problem.

If you are experiencing this problem only once in a while, this also might help:

Open the Windows Media Player on your computer. Go to View->Options->Advanced tab. Then select Streaming Media (Windows Media) and click Change. At the top, you can tell Windows Media to buffer more audio before it begins to play. You can tell it to buffer 30 seconds or so to help. Try to increase the number to suit your needs. **Keep in mind that if this is a permanent problem with your connection, choppy audio may be inevitable.

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Why do the same audio ads keep playing?

Due to some legal obligations, some radio ads cannot be streamed over the Internet. To accomplish this, we replace these ads with PSAs (Public Service Announcements) or other ads. Sometimes there are not enough ads to generate a wide enough selection so you hear each ad a lot. If you are hearing the same ads frequently, please fill out a Trouble Report and tell us the call letters and a brief description of the problem so that we can insert more ads or notify the station.

Does the player work with mobile devices?

On Apple products, first check to see if your station has a custom app available in iTunes. If not, you can use VLC or ooTunes or Pocket Tunes, please fill out a Trouble Report to get the link for these apps.

On Blackberry phones or most Android devices, you can use the YourMuze app. If the station isn't listed, let us know by filling out a Trouble Report and we can add it for you.

On Android devices, you can also use the XiiaLive or yxPlayer Pro app. You will need a link, let us know by filling out a Trouble Report and we will send it to you.

On Windows Mobile phones please fill out a Trouble Report to get the link for your built in Windows Media player.

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Why is the radio broadcast ahead of the Internet stream?

The Internet stream is usually delayed between 5 seconds and 220 seconds. This is due to regular Internet traffic delays. If you are experiencing a delay greater than 220 seconds, please fill out a Trouble Report and let us know the call letters of the station.

Why does it ask for my email address and information again? (ONLY For broadcasters who require registration)

Your browser is most likely set up to NOT accept "cookies". The registration program places a small cookie on your computer to let it know you have been there before. Without the cookie, the program "thinks" you are a new user. Configure your browser to accept cookies. If you periodically clear your computer of cookies, you will be asked to re-register the next time you want to listen. SurferNETWORK does not require a login or registration. If you are seeing this it is most likely from the broadcasterís website.


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