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Troubleshooting
If you are experiencing problems viewing a RetailRoadshow presentation or using the RetailRoadshow website,
please click on one of the following topics for help resolving the problem.
As a first step before any other troubleshooting, we strongly recommend running our System Check
if you encounter problems viewing a RetailRoadshow presentation. The System Check will alert
you to any issues you should address before attempting to view a RetailRoadshow.
Run System Check Now
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Problems Viewing a RetailRoadshow
Below is a list of some commons problems that you might encounter while attempting to
view a RetailRoadshow presentation. Along with each problem listed below is one or more
suggested solutions. (Please keep in mind that every computer system and end-user situation
is different, and that the suggestions provided below may not fully solve your problem.)
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Problem: When I click on a link to view a RetailRoadshow, the roadshow does not
load or play properly.
Possible Causes: If your computer passes our System Check, then this
problem is most likely due to a poor Internet connection or your browser's security settings. Other
possible causes are insufficient memory or disk space on your computer or a faulty install of the Macromedia
Flash player.
Suggestions:
- Verify your Internet connection is working properly. Close your browser, disconnect, and then
reconnect to the Internet.
- Verify that your browser's security settings allow the Macromedia Flash Player to function
as a browser plugin or scripted ActiveX control.
- Verify that you have sufficient available memory and disk space. Close all other applications that
are currently running, such as email or other browsers. Clear your browser's cache.
- Reinstall the Macromedia Flash Player. Click here for more details.
- Restart your computer.
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Problem: When the RetailRoadshow is loading, I see an error message stating
"A problem was detected with your Internet connection."
Possible Causes: This could be due to a poor Internet connection, a restrictive firewall
setting, or to temporary network congestion.
Suggestions:
- Verify your Internet connection is working properly. Close your browser, disconnect, and then
reconnect to the Internet.
- Run the RetailRoadshow System Check to verify the speed of your
Internet connection.
- If you are using a firewall or attempting to access the RetailRoadshow site from within a
corporate network, then your firewall may be blocking RTMP traffic on ports 1935 and 80. These ports should
be opened to RTMP traffic in order for the RetailRoadshow site to function properly.
- For more information on network or Internet connection issues, click here.
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Problem: When I click on a link to view a RetailRoadshow, I see a large gray box that says "Loading, please wait"
and then nothing else happens.
Possible Causes: If your computer passes our System Check, then this
problem is most likely due to a firewall setting. If you are using a firewall, it may be blocking RTMP
traffic on ports 1935 and 80. These ports should be opened to RTMP traffic in order for the RetailRoadshow
site to function properly.
Suggestions:
- Run the RetailRoadshow System Check to verify the speed of your
Internet connection.
- If the System Check indicates success on all items, then click here
to run the Macromedia port connection test. When this page loads, click on the "Start Tests" button. After a few seconds, the
result of each connection attempt will be displayed. For example, if the connection to RTMP on port 1935 was successful, you will
see a line of text reading "RTMP 1935 Success". If you see one or more failures in the list of connection attempts, then
you may need to configure your firewall to allow RTMP traffic on that port.
- If you are using a firewall or attempting to access the RetailRoadshow site from within a
corporate network, then your firewall may be blocking RTMP traffic on ports 1935 and 80. These ports should
be opened to RTMP traffic in order for the RetailRoadshow site to function optimally.
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Problem: While watching a RetailRoadshow, I click on the Help button (or Prospectus button
or Zoom button) and nothing happens.
Possible Causes: This is most likely due to a pop-up blocker installed on your computer or
in your browser.
Suggestions: Disable your pop-up blocker or add RetailRoadshow.com to your pop-up blocker's allowed
sites list. Click here for more information.
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Problem: While watching a RetailRoadshow, the video freezes or does not play back properly.
Possible Causes: This is due to heavy Internet traffic, network congestion, or to the
configuration of the specific RetailRoadshow presentation.
Suggestions:
- Verify that you are watching the video version of the roadshow. If you cannot see the "Switch to Audio"
button directly below the Play and Pause buttons on the roadshow screen, then you are watching the audio-only
version of the roadshow. (The video version is only available to high-speed Internet viewers for shows
that contain a video component.)
- Verify your Internet connection is working properly. Close your browser, disconnect, and then
reconnect to the Internet.
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Problem: While watching a RetailRoadshow, the slides are loading too slowly to keep up with the
presentation.
Possible Causes: This is due to either a poor Internet connection or to insufficent advance-loading
of the slides.
Suggestions:
- Verify your Internet connection is working properly and is fast enough to meet the
minimum requirements of the RetailRoadshow site. Close your browser,
disconnect, and then reconnect to the Internet.
- Run the RetailRoadshow System Check to verify the speed of your
Internet connection.
- If you are using a lower-speed Internet connection (e.g. a 56 Kbps modem), you must choose either
the Highest Quality or High Quality loading options before the roadshow presentation begins. Click
here for instructions.
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Problem: While watching a RetailRoadshow, the prospectus does not load when I click the
Prospectus button.
Possible Causes: This is most likely due to either a pop-up blocker or an Adobe Reader
installation problem.
Suggestions:
- Verify that your pop-up blocker is not preventing the Prospectus window from appearing.
To configure your pop-up blocker to work with the RetailRoadshow site, click here.
- Verify the Adobe Reader is installed and working correctly. Click here
for more details on installing Adobe Reader.
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Problem: I cannot hear the audio while watching a RetailRoadshow presentation.
Possible Causes: This could be due to problems with your computer's speakers, your
computer's sound settings, or to a faulty Macromedia Flash player install.
Suggestions:
- Verify that your computer's speakers are functioning correctly. Try to play an audio file in
another application (e.g. play an MP3 file or WAV file in Windows Media Player or the RealPlayer).
- Verify that your computer's sound settings are correct. Ensure that wavefile playback is not muted
and that the playback volume is sufficiently high.
- Close all other programs and applications that might be utilizing the audio device in your
computer. Restart your computer, if necessary.
- Verify that you can hear the audio in other Macromedia Flash applications on the web. If not, reinstall the
Flash player. Click here for more details.
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Problem: I cannot make out some of the words, numbers, or graphics on one or more slides
during a RetailRoadshow presentation.
Possible Causes: This may be due to your computer's screen resolution or color settings, or
to an insufficent advance-loading selection.
Suggestions:
- Verify that your screen resolution is set no lower than 800x600 and no higher than 1280x1024.
- Verify that your screen color depth is set to a minimum of 16-bit color.
- If you are using a lower-speed Internet connection (e.g. a 56 Kbps modem), you must choose
the Highest Quality loading option in order to use the Zoom feature. The Zoom feature allows you to
view an enlarged version of each slide during a presentation, which can make reading small text or
graphics easier. Click here for more information.
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Problems Viewing a Prospectus
Below is a list of some commons problems that you might encounter while attempting to
view a prospectus on the RetailRoadshow site. Along with each problem listed below is one or more
suggested solutions. (Please keep in mind that every computer system and end-user situation
is different, and that the suggestions provided below may not fully solve your problem.)
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Problem: While watching a RetailRoadshow, the prospectus does not load when I click the
Prospectus button.
Possible Causes: This is most likely due to either a pop-up blocker or an Adobe Reader
installation problem.
Suggestions:
- Verify that your pop-up blocker is not preventing the Prospectus window from appearing.
To configure your pop-up blocker to work with the RetailRoadshow site, click here.
- Verify the Adobe Reader is installed and working correctly. Click here
for more details on installing Adobe Reader.
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Problem: The prospectus does not load when I click on the View Documententation link on
the Roadshows List page.
Possible Causes: This is most likely due to an Adobe Reader installation problem or
a browser security or configuration issue.
Suggestions:
- Verify the Adobe Reader is installed and working correctly. Click here
for more details on installing Adobe Reader.
- Verify that your browser is configured to support inline frames (or iframes) and will allow the
scripting of inline frames. Some browsers do not support inline frames by default. The RetailRoadshow
site uses inline frames to display prospectus documents on the Roadshows List page.
- Verify that your browser meets the minimum system requirements of the
RetailRoadshow site.
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Problem: When attempting to load a prospectus, the Adobe Reader seems to be trying to
display the prospectus but it never appears.
Possible Causes: This is probably due to either a poor Internet connection or an incompatibility
between the Adobe Reader and your browser.
Suggestions:
- Verify your Internet connection is working properly and is fast enough to meet the
minimum requirements of the RetailRoadshow site. Close your browser,
disconnect, and then reconnect to the Internet.
- Run the RetailRoadshow System Check to verify the speed of your
Internet connection.
- Verify the Adobe Reader is installed and working correctly. Click here
for more details on installing Adobe Reader.
- Verify that your browser is fully compatible with the Adobe Reader functioning as a browser
plugin or ActiveX control. Some browsers (e.g. Netscape for Mac OS X) do not work proporly with the
Adobe Reader. Please consult our minimum system requirements for
more information.
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Internet Connection Problems
Aside from software or security configuration issues, most problems you may experience while viewing
a RetailRoadshow presentation usually are related to your Internet connection. In order have the best experience
viewing a RetailRoadshow, you should use a high-speed Internet connection, such as a DSL or cable
modem or a T1 connection. However, even if you are using a high-speed connection, you may
experience temporary network congestion or other difficulties that could impact your RetailRoadshow
viewing experience.
Please consult the following list of tips and suggestions for dealing with potential Internet connection
problems. (Keep in mind that every computer system and end-user situation
is different, and that the information provided below may not apply to you specifically.)
- Run the RetailRoadshow System Check to verify the speed of your
Internet connection. In order to have a good experience viewing a RetailRoadshow, your detected
Internet connection speed should be at least 45 Kbps. In order to have an optimal viewing experience,
your detected Internet connection speed should be at least 250 Kbps. HINT: You may want to run the
System Check two or three times to get a more accurate estimate of your Internet connection speed.
- If you are using a firewall or attempting to access the RetailRoadshow site from within a
corporate network, then your firewall may not be allowing RTMP traffic on port 1935. The RetailRoadshow
site uses port 1935 to deliver the streaming audio/video components of roadshow presentations. Although
the streaming audio/video content can also be delivered on port 80 (which is typically open on
most firewalls), usage of port 1935 is optimal and will provide a better viewing experience.
- During certain times of the day (e.g. 9AM through 5PM U.S. Eastern time, Monday through Friday),
the Internet is generally more congested and Internet traffic runs more slowly than at other times. If
you are experiencing slowness or sluggishness while viewing a RetailRoadshow during these "peak traffic"
periods, you may want to come back to the site during non-peak hours.
- In addition to general Internet congestion, most corporate networks are also subject to congestion
and sluggishness at certain times throughout the day. If you are viewing a RetailRoadshow from within
a corporate network during a "peak traffic" period, your experience may not be optimal due to your
lower bandwidth at that moment. In addition, some corporate firewalls can interfere with the
RetailRoadshow bandwidth detection system, and this could lead to a worse viewing experience than if
you viewed the RetailRoadshow from your cable or DSL connection at home, for example.
- If you are using a high-speed Internet connection and have successfully run the
System Check two or three times, but are still having problems viewing
a RetailRoadshow, please try the following procedure if you are not on a corporate network:
- Shut down all applications (e.g. browsers, email programs, etc.).
- Disconnect from the Internet.
- Shut down your computer.
- Power off your cable or DSL modem, if possible.
- Wait a few seconds, then power your cable or DSL modem back on.
- Restart your computer.
- Reconnect to the Internet (if not automatically reconnected when your computer starts).
- Open a browser and go to http://www.retailroadshow.com, and attempt to view a RetailRoadshow presentation.
The above procedure will effectively reset your computer and Internet connection to their default
state, which will allow you to visit the RetailRoadshow site without interference from
other applications or software. We recommend trying to view a RetailRoadshow presentation in this
state when you have tried other suggestions on this page without success. (NOTE: If you are on a corporate
network, please consult your IT department for help accessing content on the RetailRoadshow website.)
If you continue to experience difficulties after trying the above procedure, we would further recommend
the following:
- Clear your browser cache.
- Free up additional space on your primary hard drive (e.g. your C:\ drive on Windows PCs).
- Disable unneeded "memory resident" programs or System Tray programs.
- If possible, try a different supported browser than the one you have been using.
- Uninstall and reinstall Macromedia Flash player.
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