ACCESS SUPPORT PAGE

Very few HCIN viewers experience problems accessing one of our video-streamed seminars, but if you should, please read the information below. Most often, just changing one or two settings on your computer will take care of any problems encountered.

Hardware and Software Requirements:

If you are reading this help page then you have already fulfilled the requirements of a computer with browser software and an active Internet connection.  To open a presentation you must also:

1. Use a current browser (IE6, Firefox, Opera, Safari, etc.) on a PC or a MAC.

2. If you are suing a PC you must be running the Microsoft Windows 2000 operating system or a later version.

3. Use version 9 or above of Windows Media Player (you can verify this by opening Media Player, then clicking on Help and About).

4. Have a DSL, cable, or faster Internet connection. If you have a dial-up connection the presentation slides and audio will play but the video may stop periodically.

If You Experience Problems:

If you have provided all of the required registration information and nothing happens (i.e., the viewer window does not open) this is an indication that your pop-up blocker needs to be turned off or that its settings need to changed. First, try turning your pop-up blocker off and then clicking on the presentation title. If that does not take care of the problem you may need to identify www.homecareinformation.net as site from which you will allow pop-ups.

The video-streamed program should start on its own, without clicking on the “play” button. As the seminar loads it will quickly go through a series of steps that normally do not take more than 5-15 seconds. Information on these loading steps is displayed immediately below the video window on the left hand portion of the screen. The normal loading sequence is – Initializing – Transitioning – Buffering – Playing. If the video stream encounters a problem loading, it will attempt to go through these steps, and will display “Ready” rather than going to “Playing” status. If this occurs, please check your pop-up blocker settings as noted above. This could also be an indication that network ports are being blocked or that your network is blocking script files. If this is the case, please speak with your technical support staff to find out if your network permits video-streamed content, before contacting HCIN.

If you still can not start the seminar from your computer, please try to access the presentation from another computer. If you are able to access the presentation from this other machine, please re-check your computer to make certain pop-up blocker settings are correct and that the required browser and Media Player versions are installed.

In the unlikely event you can not get the video stream to begin after following these steps, you can contact HCIN support via e-mail at support@homecareinformation.net or by calling 866-436-7047.