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Radio Player Self Help


  • 1. FAQ: General

    What is streaming audio?

    Streaming audio is sound (as on the radio) delivered over the Internet via a modem or broadband connection. It's called "streaming" because the sound and picture data flow in a digital stream from a server computer to your computer, ready to hear or view in real time, without having to download all of the content before you can enjoy it. It comes to you in a stream of digital bits... hence the term "streaming."

    Why doesn't the radio station start right away when I click on the "Listen Live" link?

    In order for us to stream our radio station on the website, we need to sell advertising to recover some of the hard costs. This includes selling a commercial that airs while the station stream is "loading" for you to hear. The station will start automatically after the commercial.

    2. FAQ: Technical Troubleshooting

    What are the basic requirements?

    Please ensure you have an updated browser for the best results. Not sure which version of your browser you are using? Go to http://www.whatsmybrowser.com to find out! Below are links with the latest versions to download for your convenience.

    • PC Applications
    • Firefox 2 or higher, find the latest browser here: Firefox
    • Internet Explorer 7.0 or higher, find the latest browser here: Internet Explorer
    • Flash Player 9.0 or higher, find the latest player here: Flash
    • Mac Applications
    • Safari 4.0 or higher, find the latest browser here: Safari
    • Firefox 2 or higher, find the latest browser here: Firefox
    • Flash Player 10.0 or higher, find the latest player here: Flash

    Here are answers to some common issues. If your answer is not found below, please scroll to the bottom of this page to e-mail someone directly.

    In the past I was always able to access the "Listen Live" feature. Now however, I am not. Why?

    There has probably been in a change in your system, and you might not even know it! Make sure you meet the basic requirements (listed above) to ensure you are up-to-date.

    Still having issues? Please try this link: http://www.adobe.com/support/flash/

    Since our streams use Flash, this link determines which ports the Adobe Flash Player is able to connect through to the Flash Media Server located at Adobe.com.

    • Possible causes of overall failure:
    • - Adobe Flash Player is out of date. Upgrade to Flash Player 10.0 or higher.
    • - You may be behind a "stateful inspection" firewall. These firewalls will drop socket connections if they detect non-HTTP traffic such as the Real-Time Messaging Protocol (RTMP) traffic used by the Flash Media Server.
    • - You are using a proxy server to connect to the Internet. Most proxy servers only negotiate HTTP traffic. For this reason, attempts to connect to the Adobe Flash Media Server using RTMP through a proxy server fail.

    Are you ready to try testing your audio again? CLICK HERE.

    If you are able to hear the above link, Flash streaming is enabled and working on your computer.

    Why won’t the Listen Live player work on my Mac?

    Our Listen Live player is Macintosh-compatible and works with the latest versions of Safari (get it here) and Firefox (get it here). Just make sure you have the latest version of Flash Player installed on your machine. Find the latest Mac player here.

    Please note: iPhones and iPads are not Flash-enabled. Please use our Rogers Radio App to stream our stations.

    I want to upgrade but I’m having issues with installing the applications!

    If you are having issues with installing Flash on your machine, please refer to the Adobe Flash support site for assistance. Click here for help.

    In order for the Flash Player to work, ActiveX needs to be running in Internet Explorer. If you’re using Internet Explorer, follow these steps:

    • - Open Internet Explorer.
    • - Hit "Tools" in the main menu bar.
    • - Scroll down and click "Internet Options."
    • - Select the "Security" tab.
    • - Click the "Custom Level" button.
    • - Scroll through the list of settings. Find the ActiveX settings and make sure the radio button is set to "enable" on each of the settings.

    3. FAQ: Audio Issues

    Why does the station I’m listening to keep re-buffering?

    Re-buffering is something that is experienced with all live internet streaming. Most often, the reasons for this are because of your Internet connection speed or because of excess Internet traffic. You can try waiting a few minutes or accessing the channel later when there might not be as much traffic.

    What format are the Listen Live audio streams?

    Our streams use RTMP/AAC+v2 format. RTMP is short for Real Time Messaging Protocol, a proprietary protocol developed by Adobe Systems for streaming audio, video and data over the Internet, between a Flash player and a server.

    Do you charge to listen to streaming radio?

    We do not charge to listen to streaming radio, but you may incur data charges from your network operator.

    As a guide, listening to the radio for 30mins would equate to approx 12.3MB of data traffic. Also please note that charges from your network operator are likely to be higher if you are roaming.

    Okay, I’ve updated my players and I still can’t hear the radio station! Now what?

    Sometimes our streaming provider encounters technical difficulties or internet service providers have. Please try the following before reporting that our streaming is broken.

    If you see a blank window appear when clicking on Listen Live, then your system is configured to block all ads from being served; thus you're not able to access the feed. If this is the case please contact us.

    If you're listening at work, check with your IT department to make sure there are no restrictions on your computer.

    If you are listening from home and using one of the following: firewall, anti-virus or parental control, try disabling and try again. Make sure that these are not creating a problem.

    Are you ready to try testing your audio again? CLICK HERE.

    If you are able to hear the above link, Flash streaming is enabled and working on your computer.

    Are you still not able to hear us? Please contact bilal.shirazi@rci.rogers.com for further steps.