For the ultimate in flexible meeting space
The Virtual Neurology Conference Centre
(VNCC) is the perfect venue

Why does the video keep stopping or not play smoothly?
If your network connection is not consistent, you may experience problems connecting – the video will pause while more video is downloaded before it starts playing again.

You can check your connection speed at http://www.speedtest.net/

This link will take you to a website outside VNCC. The VNCC is not responsible for content or software downloaded from external sites.

Check that your connection is not being shared with others that may be downloading or uploading files. Network traffic may also build at certain types of day, so you may wish to try later.

Some security programs, firewalls or routers may block your access. This may mean that you never see the video. Please check your computer's settings to ensure that it is not blocking Flash.

It's also possible that your video download speed is slow or inconsistent. In this case, you can try pausing the video until the entire stream is downloaded (see on-screen remote control) and then playing the video. Occasionally, an incomplete copy of a video can get stuck in your cache and never fully download. You can retry the download by clearing your browser's cache. You clear your browser’s cache as follows:

Clearing browser cache:
To find out how to clear the cache, click your browser:
Internet Explorer 7
Internet Explorer 6
Firefox 2.x (PC)
Firefox 1.x (PC)
Safari

• Clear the cache for Internet Explorer 7
  
  1. Click "Start" and select "Control Panel".
     (Note: With Windows XP Classic View click the Windows "Start" button and select "Settings" and "Control Panel").
  2. Open the "Internet Options" icon.
  3. Click the "General" tab if it isn't selected already.
  4. Click the "Delete" button.
  5. Under the heading "Temporary Internet files," click "Delete Files".
  6. Click "OK" to exit.
• Clear the cache for Internet Explorer 6
  
  1. Click "Start" and select "Control Panel".
     (Note: With Windows XP Classic View click the Windows "Start" button and select "Settings" and "Control Panel").
  2. Open the "Internet Options" icon.
  3. Click the "General" tab if it isn't selected already.
  4. Under the heading "Temporary Internet files," click "Delete Files...".
  5. Click "OK" to exit.
• Clear the cache for Mozilla Firefox 2
  
  1. Open Mozilla Firefox and click on the "Tools" menu.
  2. Select "Options" then "Advanced". (Top right)
  3. Click the "Network" tab.
  4. Under the "Cache" heading, click the "Clear Now" button.
  5. Click "OK" to exit.
• Clear the cache for Mozilla Firefox 1.x
  
  1. Open Mozilla Firefox on the "Tools" menu.
  2. Select "Options" then the "Privacy" icon.
  3. Click "Clear" across from the Cache option.
  4. Click "OK" to exit.
• Clear the cache for Safari
  
  1. From the Safari menu, click "Empty Cache".
  2. When asked "Are you sure you want to empty the cache?" Click "Empty".
  3. Click "Done".
  4. Reload the page.

Why can't I connect?
Some security programs, firewalls or routers may block your access. This may mean that you never see the video. Please check your computer's settings to ensure that it is not blocking Flash.

Why isn't Flash recognised?
If you keep getting told to install Flash, existing versions need to be uninstalled before you reinstall it. Please follow the instructions at Adobe's site on how to remove Flash.

This link will take you to a website outside VNCC. The VNCC is not responsible for content or software downloaded from external sites.

Once complete, download and reinstall the latest version of Flash.

Why are my download speeds so slow?
With ADSL, the further you are away from the telephone exchange the lower the reliability and speed of your broadband service, which may result in slow downloads. Peer-to-peer also relies on other users being able to upload files, so if fewer computers in your local area are sharing files, this may result in slower download speeds. In addition, some ISPs limit or even block access for downloads during certain hours.

If in doubt, please contact your ISP.

When is the best time to play or download a programme?
VNCC video files are quite large so in general it's faster and more efficient to view these videos when the network is not at its busiest. This tends to be between 9.00 hours until 15.00) or overnight (midnight until breakfast). So you may want to consider viewing the videos when you know the network will be quieter. You may also want to check with your internet service providers (ISP) when its networks are at their quietest. This will vary from ISP to ISP.

The video won't play
To uninstall Flash, please follow Adobe's instructions, listed here >

Once you've finished, restart your computer and follow Adobe's instructions for reinstalling Flash here >

If the instructions here don't resolve the issue, please try the following:

1. Temporarily disable any popup-blocking software installed on your computer to test.
2. Allow www.vnccfamily.org as trusted sites in your Firewall software.
3. Ensure that other applications, such as Quicktime, iTunes, Real Player or Windows Media Player aren't set as the default streaming application, as this might affect the video player.

Windows Vista users:
If the flash uninstall/re-install does not work, this may be due to a Microsoft Windows Vista permissions issue. Please use the Windows button at the bottom left-hand corner, then the search function:

1. Go to: C:\Windows\System32\Macromed\Flash\
2. Right-click on the following file: FlashUtil9b.exe or FlashUtil9e.exe
3. Select "Run as Administrator" and install the update

Restart your computer

Videos that I watch end early
If a video is cut off while it's loading, an incomplete copy can get stuck on your computer and it will never fully download. You can try again by clearing your browser's cache (see earlier question). If it continues to happen, you might want to check the stability of your internet connection.

Incomplete buffering
If the video's buffering is interrupted in any way, an incomplete copy can get stuck in your cache and never fully buffer. You can attempt to restart the buffering by clearing your browser's cache (see earlier question). If the issue continues to happen, you might want to check the stability of your internet connection.