Troubleshooting

If you are encountering technical difficulty with animation, sound or graphics on this web site, these pages may assist you to identify and resolve the issue. Support is offered for Netscape Navigator and Internet Explorer in the Apple Macintosh and Microsoft Windows environments.

Most problems with Flash 5 can be resolved if you install the latest version of Netscape or Internet Explorer for your computer, then download and install Flash 5 from the Macromedia website.

If you are using an older version of Netscape or Internet Explorer and prefer not to upgrade, the following sections may be helpful in resolving problems:

Animation

• Flash 5 and Classic Mac OS
• Flash 5 and Mac OS-X
• Flash 5 for Windows & Netscape
• Flash 5 for Windows & Internet Explorer
• Flash 5 not recognized by Internet Explorer
  
  

Broswer Cache

• Browser cache issues
  
  

Music

• Troubleshooting Music
  • Macintosh
  • Windows/PC volume controls
  • Internet Explorer sound settings

contact technical assistance

Flash 5 and Classic Mac OS

When properly installed, the Macromedia Flash Player plug-in will be placed in the "Plug-ins" folder of your browser. If, after completing the Flash 5 installation, you experience difficulty with Flash animation, please check the following:

• Ensure that the Flash plug-in "Shockwave Flash NP-PPC" file, located in the "Plugins" folder of your browser, is version 5.0r41 or higher. If the version number is lower, remove the plug-in and reinstall.
  
  Note: The version number can be determined by using "Get Info" (Apple + "I" keys) on the file.

Flash 5 and Mac OS-X

On releases of Mac OS-X prior to version 10.1, the Macromedia Flash 5 player will not work on some systems, even after updating the OS. This can result from OS-X and/or Internet Explorer for OS-X not being completely updated. The version of Internet Explorer that ships with OS X is 5.1b1 (5502). This browser will not work with the updated Flash Player for Mac OS X.

• If you are experiencing difficulty with Flash, please check that the version number of Internet Explorer installed on your system is 5.1b1 (3408). This version will work with the current Macromedia Flash Player.
• If your browser version is 5.1b1 (5502), run the updater again (System Preferences > Software Update > Update Now), restarting after each update until the OS does not allow any further updates. Then, download and install Flash 5 from the Macromedia website.

Flash 5 for Windows & Netscape

When properly installed, the Flash Player plug-in "npswf32.dll" will be placed in the Netscape "Plugins" folder. If, after completing the Flash 5 installation, you experience difficulty with Flash animation, please check the following:

• Ensure that the Flash plug-in "npswf32.dll" file (located in the Netscape "Plugins" folder) is version 5.0.41.0 or higher. If the version number is lower, remove the plug-in and reinstall.
  
  Note: "npswf32.dll" is a hidden file... if the file does not appear in the Netscape "Plugins" folder, be sure that "Show all files" is enabled in Files and Folders View options.

Flash 5 for Windows & Internet Explorer

When properly installed, an ActiveX control file "swflash.ocx" will be placed in the following directory:

• for Windows 95/98 & ME...
          C:\Windows\System\Macromed\flash\
  
  
• for Windows NT/2000...
          C:\Windows\System32\Macromed\
  

Deleting the file "swflash.ocx" and reinstalling Flash 5 from the Macromedia website may help to clear a damaged OCX file.

Flash 5 player not recognized

Symptom:

Flash 5 player is not recognized, even after a new installation of the plug-in.

Fix:

If you are using Microsoft Internet Explorer and have installed the Flash Player, and still cannot access this site, the problem could result from.

Security settings

• Check the Internet Explorer security settings to be sure that Flash content is not restricted.

Classic Mac OS

• Select "Preferences" from the "Edit" menu
• Select the "Security Zones" option (in the "Web Browser" category).
• Set the Internet zone security level to "Medium".

Mac OS-X

• Select "Preferences" from the "Explorer" menu.
• Select the "Security Zones" option (in the "Web Browser" category).
• Set the Internet zone security level to "Medium".

Windows

• Select "Internet Options" from the "Tools" menu.
• Select the "Security" Tab.
• Set the Internet zone security level to "Medium".

Note: Setting the security level to "High" (most secure) will restrict Flash content to your browser and prevent access to this site.

File helpers

Check the File Helper settings for Shockwave Flash to be sure that it is enabled.

Mac OS

1. Launch Internet Explorer.
2. Select the "Preferences" option from the "Edit" menu. (In Mac OS-X, "Preferences" is under the "Explorer" menu.)
3. Select the "File Helpers" preference panel (under "Receiving Files").
4. Scroll through the list of file helper applications and select "Shockwave Flash".
5. Check that "Shockwave Flash NP-PPC application/x-shockwave-flash" is displayed. If the Shockwave Flash NP-PPC application is not displayed, and another plug-in (such as the QuickTime Plug-in) is enabled, click on the "Change" button located below the file helper list.
6. Select "Shockwave Flash NP-PPC" in the "Plug-in name" pop up list and "View with Plug-in" in the "How to handle" pop up list.
7. Click "OK" to close the Edit File Helper" panel, then click "OK" again to close the Preferences panel.
   Note: It is necessary to quit the browser and restart your computer, before the settings become active.

Browser cache issues

If after installing Flash 5 and returning to this website you do not see animation, the issue may be related to browser cache.

• Use your browser's "Refresh" (or "Reload") button to reload the page.
• Alternatively, you can clear your browser's cache and restart.
  

To clear cache in Netscape 6.x:

• Select "Preferences" from the "Edit" menu.
• Open the "Advanced" category and select "Cache".
• Click on the "Clear Memory Cache" and "Clear Disk Cache" buttons.

To clear cache in Internet Explorer:

• Select "Preferences" from the "Edit" menu.
• On the Preferences panel, select the "Advanced" category.
• Click on the "Empty Now" button.

• Macintosh
• Windows/PC volume controls
• Internet Explorer sound settings

Macintosh

Macintosh OS 8.x

Make sure that sound is enabled in the "Monitors & Sound" control panel. The "Mute" check box should not be selected and the "Computer System Volume" should be at a normal level.

Note: If your computer does not have external speakers, the volume control slide should be placed in the mid to high range.

Macintosh OS 9.x

Sound output

Make sure that sound is enabled in the "Sound" control panel. Open the "Sound" control panel and click on the "Output" tab. The "Mute" check box should not be selected and the "Main Volume" control slide should be at a normal level.

Speakers

Click the "Speakers" tab and check that the speaker volume level sliders for are not set to low levels. (Volume increases as the sliders are moved to the right.)

Note: If your computer does not have external speakers, the volume control slides should be placed in the mid to high range.

Macintosh OS-X

Open the "System Preferences" controls (located in the Dock) and select "Sound" preferences. Make sure that sound is enabled in the "Sound" control panel. The "Mute" check box should not be selected and the "Main Volume" control slide should be at a normal level.

Windows/PC volume controls

If Flash 5 is installed and you cannot hear music, please check the Volume Control panel to be sure that sound is not muted and that volume levels are at an audible level.

1. Locate the "Volume Control" panel... for example:
   C:\WINDOWS\Start Menu\Programs\
      Accessories\Multimedia\Volume Control
2. The "Mute" check boxes for "Volume Control" and "Wave" should not be selected and the volume slide switches should be at a normal level.
3. Adjust the balance controls, if necessary. (If your computer does not have external speakers, the volume control slide should be set in the mid to high levels.)

Note: If you are using an older PC, without a sound card, volume controls may not be functional. Such machines are not capable of playing music originating from this website.

Internet Explorer sound settings

Symptom:

The Flash 5 player is installed for Internet Explorer, but music cannot be heard.

Fix:

If you are using Microsoft Internet Explorer and cannot hear sound when the Flash player is operating and the volume controls are normal, check the "Play sounds" option to be sure it is enabled.

For Internet Explorer and Classic Mac OS

• Launch Internet Explorer.
• Select the "Preferences" option from the "Edit" menu.
• Enable "Play sounds" in the "Web Content" preference panel. (On some versions of Internet Explorer, the "Play sounds" check box is located on the "Page Content" preference panel.)

For Internet Explorer and Mac OS-X

• Launch Internet Explorer.
• Select the "Preferences" option from the "Explorer" menu.
• Enable "Play sounds" in the "Web Content" preference panel.

For Internet Explorer 4.x and Windows

• Launch Internet Explorer.
• Select the "Preferences" option from the "Edit" menu.
• On the "Internet Options" panel, select the "Advanced" tab.
• Scroll down the list of available options to "Play sounds" and enable the check box, if it is not selected.

For Internet Explorer 5.x and later with Windows

• Launch Internet Explorer.
• Select the "Internet Options" from the "Tools" menu.
• On the "Internet Options" panel, select the "Advanced" tab. Scroll down the list of available options to the "Play sounds in web pages" option.
• Enable the check box, if it is not selected.