Basic Troubleshooting

Before resorting to the Java Console, please go through more basic view troubleshooting on the Troubleshooting Viewer issues with Clipstream® Video v3 page.

Viewing Console

First, have the viewer visit the page where the Clipstream® content should be found.

If the user has Java enabled, then Clipstream® Video or a grey applet (indicating Java loading but with an error) with the dimensions of the video should load. If nothing shows, then please refer back to basic troubleshooting on the Troubleshooting Viewer issues with Clipstream® Video v3 page.

Have the user now bring up the Java Console.

Bringing up the Java Console

Look for the mini-icons in the bottom-right-hand-corner of the screen and find the square white logo with red steam rising from a coffee cup. (pictured as the first icon in the picture below).

If the mini-icons do not immediately show, search for the white arrow pointing up and click on it to reveal any hidden icons and click on it.

If there is still no Java logo, then see if the viewer is actually on the right page or has Java enabled or may have to enable the console through the control panel.

If the logo does show, right-click on the white Java console and choose Open ___version___ Console.

Viewing the Java console window

Once the viewer has the Java console enabled and open, have them refresh the page.

The Java console window will appear (it may be hidden underneath windows).

The top will show the Java version and underneath a list of commands it will show the Clipstream® applet loading:

This will provide you with the version number of the applet.

Enabling the console through the Control Panel

If the user cannot for some reason show the Java console, they can enable it through the Windows control panel.

1. Click the Start button.
2. Click the Control Panel icon.
   
   All the available Control Panel icons will appear.
3. Double-click on the Java icon in the available Control Panel icons.
   
   The Java control panel will appear.
4. Go to the Advanced tab.
5. Under the "Settings" tree, open up the Java console item.
6. Make sure that Show console is checked.
   
7. Close the window and refresh the page.