(For complete troubleshooting tips see instructions at the bottom of this page.)

Can’t find the video you are looking for? Having problems getting videos to play? In the form below, please describe your issue or concern. Then simply click the “send” button.

Thanks for your interest and feedback.

Best Regards, Keith

VIDEO PLAYBACK ISSUES – WHAT TO DO I have had a few viewers who have told me they can’t view one or more of my videos. If you are having trouble with playing any video. There are several things you can do.

INSTALL AND USE THE FIREFOX BROWSER My goal is for videos to play reliably in any browser (including the troublesome Internet Explorer browser), but if you want to get access to videos while we troubleshoot, please try Firefox. Download the Free Firefox browser here. (Note: You may need to re-install the Flash Player after installing Firefox.)

IF USING FIREFOX, TRY INTERNET EXPLORER Oddly, in some cases users are reporting that they can’t access videos using the Firefox Browser. In the past, Firefox has been very reliable, but in some cases viewers are having better luck with Internet Explorer. If you are already using Firefox, then give IE a try. It might work.

UPGRADE YOUR FLASH PLAYER For optimal results on any video site, it’s best to make sure you are using the latest version of the Adobe Flash player. Download it here.

CLEAR YOUR BROWSER CACHE Browsers often store or buffer data in the “cache”. Over a period of time, the cache can become too full which will affect performance when visiting many websites. Clearing your cache is a often recommended maintenance practice. Sometimes clearing your cache will improve performance when playing WoodTreks videos too. Here’s how to do it: http://en.wikipedia.org/wiki/Bypass_your_cache

AOL USERS The Internet Explorer (IE) browser that is installed by default as part of the AOL software package, may be preventing correct video playback, either delaying video playback or even preventing the player from loading. Using IE outside AOL (in other words the free standing IE) has, in some cases solved the issue. (Or install the Firefox Browser – see above)

LINUX USERS – The new release of Flash 10 for Linux is not playing nice with the WoodTreks player. I am working on seeing if I can get this resolved. In the meantime, if Linux users with Flash 10 are unable to view videos, please try re-verting back to Flash 9.  The archived flash players are available from Adobe at the URL:
http://kb.adobe.com/selfservice/viewContent.do?externalId=tn_14266&sliceId=2

PROVIDE FEEDBACK TO TROUBLESHOOT THE PROBLEM. If these steps don’t work, or you’d like me to work on browser support issues, you can help. Here’s a list (sorry it’s so long) of questions that will really help locate the issue. If you will collect the data from this list below and send it to me, that will be a tremendous help.
1. What platform are you using? (example: Windows, Linux, Mac)
2. What Operating System and version are you using? (example: Mac OSX 10.5.2)
3. What are your machine specs? (example: 2.16 GHz Intel, 2GB Ram)
4. What Browser are you using? (example: Firefox 2.0.0.14)
5. What Flash version and build? (example: Flash 9.0.124.0)
Click here to check which version you have. Visit: http://www.adobe.com/go/tn_15507
6. What is your bandwidth? visit http://www.speedtest.net to test

ONE MORE OPTION TO TRY This is rare:

1. Please visit the following URL:
http://www.macromedia.com/support/documentation/en/flashplayer/help/settings_manager03.html
2. You will see there “Adobe Flash Player Settings Manager” (on the top of the right frame). This website actually changes the settings on your installed player.
3. Under the “Global Storage Settings” tab, you will see a checkbox: “Allow third-party Flash content to store data on your computer”. If it’s unchecked for you (by default it’s enabled), check it as “enabled”.
4. Switch to any another tab in the Settings Manager to make sure your settings are saved.
5. After that, visit Woodtreks.com and see if player will load. Wait till player loads and starts playing the video. If player doesn’t come up after minute or 2 please refresh page and/or repeat steps 1-5…

If after this you are still getting a problem please let me know.

The more information I am are able to get from you, the more easily I can track down the problem. My goal is to make this all very easy for you to use and enjoy. Thanks. — Keith