I have to use refresh button many times to get video, sound, and chat!

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Hi darby3! Thank you for taking the time to send this information!

This is a common issue our users deal with but it's usually related to the Flash player being outdated, the internet speed being too slow or browser compatibility issues with Internet Explorer.

I would strongly suggest trying to view on a different web browser to make sure it's not your Internet Explorer. Unfortunately our site has compatibility issues with IE which is why we always suggest Chrome or Firefox for users that are having viewing issues.

Your internet speed is at the very minimum of our recommended speed as well so if anyone else is using your network or if you are trying to download something while watching the stream it could cause issues since there will be competition for the available internet speed.

I'd recommend making sure all other programs are closed on your computer before going to Ustream to watch this channel, and that no one else is using your internet connection when you're trying to view.

I just tested and was able to view the recorded videos and access the chat, so hopefully switching to a different browser will help you. If not please let me know so I can help troubleshoot with you further.

So sorry for the inconvenience you've been experiencing trying to watch these guitar lessons!

Thank you for your attention to this problem, it may take a few days before I try your recommendations, but will let you know when I do.

Hi Lisa, I loaded Google Chrome and have much improved video, audio, and chat! It seems to work very well but haven't tried it for the live show yet. I see that some of the recorded shows are missing the photo, is this normal, I haven't seen that happen with the classic mode? Yet when I select them the video runs fine.

Hi darby3 - great news! Thanks for letting me know. Are you saying that in the new beta site you aren't seeing the image thumbnails of the recorded videos prior to playing them?

Are they just appearing as blank black thumbnails? I haven't seen that before, if you haven't already I'd suggest refreshing the browser window.

Thank you Lisa, I see now that I have just one thumbnail that is blank and it is white, hope this helps.

Hi darby3 - Was it always blank and white, or did it use to have an image? The way our thumbnail system works is it chooses a screen at random, usually from somewhere in the middle of the recording. Is there a chance you had a blank white screen showing at some point in your recording?

It has been blank only since I selected the beta version, in the classic version it has a photo. I can still select it so is not a real problem.

It all seems to be working ok now, except the blank thumnail window. I will see the next time I view a live show which won't be until Tuesday after next

I only have the blank window on the one labeled "Ulternate guitar tuning"

I see it on the Alternate Guitar Tuning in the regular site (non-beta). I looked at the video and I see when the white screen happens in the video - there's a blank white screen in the intro, right after the photo slideshow in the intro when the video fades to white.

It looks like the system auto-captured that moment as the thumbnail which is why it looks blank white. Unfortunately we don't have the ability to change these, but I'll contact the backend team to see if there's anything that can be done.