Audio and Video Issues

1. Why won’t my audio play?

Answer: Most of the time, this is a simple fix:

• Make sure your speakers are turned on.
• Make sure the volume control on your computer is set high enough.
  (Double-click the speaker or audio icon on your desktop menu bar, and adjust the volume. Or access your control panel, select the “Sound” category, and adjust the volume for your computer system.)
• Make sure your speaker is not on “mute.” If your mute option is turned on, a red line will usually appear across your speaker or audio icon. Simply click it, and de-select the mute option.
• Test your computer sound by going to another website (like You Tube or CNN) to see if you can hear audio on a non-HealthCare Interactive site.
• From within one of our training programs, roll your cursor over the speaker icon to make sure the volume on the product is set high enough.
• In case your audio settings were accidentally changed, shut down and restart your computer. This can often reset your audio settings.

2. How do I turn off the narrator within a CARES® training program?

Answer: If you prefer not to hear the narrator within one of our training programs, you can do one of the following:

• Turn off your computer speakers.
• On the bottom bar of most of our programs, look for a “Read To Me” button. Click on it, and turn the narrator off.
• In case your audio settings were accidentally changed, shut down and restart your computer, which may reset them.

3. Why won’t my video clips play?

Answer: Video issues usually happen for one of the following reasons.

• Your facility or organization blocks online audio (.MP3 format) or video (.MP4 format). Please check with your IT (Information Technology) department. If you are blocking .MP3 or .MP4 files, an administrative request may have to be made to specifically allow files from the “www.hcinteractive.com server.”
• Your firewall is blocking online audios (.MP3 format) or videos (.MP4 format). Please check your settings, or check with your IT department.

4. Why does my video stop and start…or play in a “choppy” way?

Answer: Some of our customers experience “choppy” videos. This usually happens for one of only a few reasons.

• You are not on a high-speed connection (DSL/Cable/T1/T3) to the Internet.
  Our programs are video based and require a high-speed Internet connection. If you “dial in” or reconnect to the Internet each time you use it, you may have a dial-up connection. A dial-up connection will cause video to appear “choppy.”
• There are too many people using the Internet from your network.
  If you work for an organization with many computer users, or if you are accessing the CARES® program from a coffee shop or other location with many users, there may be too much network traffic to handle the videos in our programs. As a test, try logging on in the early morning or late evening to see if you experience similar issues.

Remember: You can always access our training programs from any computer with a high-speed Internet connection. So, if you are having trouble accessing the video clips within our program, try a different computer—at the library, a friend or relative’s house, at work, or at school.