StratosFour Support Services Support
We are Dedicated to Insuring Your
Webcast Experience is Extraordinary
StratosFour Support Services
StratosFour Technical Support
Sign up for StratosFour updates


StratosFour supports all of our services in-house, providing you the quickest path to issue resolution. If you need support, you will be talking directly to the people who are most familiar with our services. We are dedicated to providing you with the highest level of service possible.

FAQs

Google Chrome Support

The Google Chrome browser has ended support for all NPAPI plugins by default beginning with version 42. Silverlight is an NPAPI plugin that is currently required to view StratosFour webcasts in the Google Chrome browser. If you have Silverlight installed but see the prompt to "Install Microsoft Silverlight", please follow these steps to resolve the issue on a Windows PC.

  1. Open Chrome and type "chrome://flags/#enable-npapi" in the address bar.
  2. Click "Enable" in the Enable NPAPI setting.
    Enable NPAPI
  3. Relaunch Chrome by clicking "Relaunch Now" at the bottom of the Chrome window. Note: You must click the "Relaunch Now" button. Simply closing and re-opening the browser will not work.
    Relaunch Chrome
  4. After Chrome relaunches, verify Silverlight is installed by going to
    http://www.microsoft.com/getsilverlight/Get-Started/Default.aspx
  5. If you see the following message, Silverlight is installed. Relaunch the webcast and continue as normal.
    Silverlight Installed
  6. If you are prompted to install Silverlight, please click the "Click to Install" button and follow the prompts to install Silverlight.
    Install Silverlight
  7. If you have any issues enabling the NPAPI setting in Google Chrome on your Windows PC, please contact technical support at 800-437-7135 or

What browser can I use?

If you are using a PC, most webcasts can be viewed using Internet Explorer, Firefox or Chrome. If you are using a Mac, most webcasts can be viewed using Safari or Firefox.

Why didn't the webcast window open?

This is most likely due to pop-up or ad blocking software that is installed on your PC. StratosFour webcasts do need to open a new window. You will need to either disable all of your pop-up blockers, or add www.stratosfour.com to their allow lists.

What if I can't see the video/hear the audio?

There are a few things you can check to make sure you have everything you need to participate in the webcast. First, make sure your System Settings in the box on the left side of this page do not indicate any issues. Make sure that your speakers are turned on and plugged in to the correct port on your PC, and that the volume control on your PC is not muted or turned down.

If you can hear the audio but do not see any video, first check the program information to make sure that the webcast is supposed to have video. Many webcasts can be audio only. If there is supposed to be video and you are getting the audio but not the video, then it is most likely a bandwidth issue at your location. StratosFour structures webcasts so that if there are bandwidth constraints at the user's end, the video (which needs more bandwidth) will drop, and the audio (which has lower bandwidth requirements) will continue to play. This allows lower bandwidth users to receive the audio, which is typically the most important content.

If you still are not getting any audio/video, it is typically a firewall related issue. Although this is not as common as it used to be, some company networks will block streaming audio/video at the firewall. You will need to contact your IT department if this is the case. We are happy to work with your IT department so they can be comfortable with the content that we deliver.

Why does the media player say "Buffering" a lot?

If the webcast starts and stops and the media player controls say "Buffering" a lot, this is most likely a bandwidth issue on your end. If you are trying to view an on-demand (not live) webcast, try connecting at a later time when your network traffic may be lower. If you are trying to view a live webcast, you may try to connect from a PC on a different network segment, or talk with your IT department. Broadband connections are recommended for participating in StratosFour webcasts.
Please contact us for technical support, and to answer any questions you may have.