Virtools Web Player
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Troubleshooting

Our checklist covers everything you'll need to use the Virtools Web Player.
Go through the links to double-check your configuration and spot necessary updates.
  • Does the Virtools Web Player support AOL Web browsers ?


    • No the Virtools Web Player is not supported by AOL Web browsers. Please use another Web browser such as Internet Explorer or Firefox.


  • If the Virtools Web player does not install, check your security settings.

    Make sure to disable any download acceleration utility.
    The Virtools Web player first downloads an .exe file, installer.exe that will continue the installation of the Web Player.
    Modify your Internet Security options to authorize ActiveX installation and execution.
    Make sure that your Network administration policy allows you to download .exe files.
    Contact your Network administrator to make sure that your proxy/firewall settings allow you to download .nwi, .packed, .exe, .jar files.
    You must have administrative rights to install the Virtools Web Player.



  • Does your computer have a Pentium II (or equivalent) or higher with at least 32 MB of RAM?

    Move or minimize windows to access the My Computer icon on your desktop.
    Right-click My Computer and choose Properties to see if your computer meets minimum system requirements for the Virtools Web Player.

    To run Virtools content properly, you'll need at least a Pentium II processor and 32 MB of RAM.



  • Are you using Microsoft Windows or Mac?

    Virtools Web Player is currently available for Microsoft Windows only on the PC platform. We also have a Mac Web Player. Please check back later to see if a Web Player is available for your Operating System or subscribe to the Virtools Newsletter.



  • If you're using Windows 95, 98, ME, 2000 or XP, do you have DirectX 5 (or later) installed?

    From the Start Menu, choose Run. In the dialog box displayed, type "DxDiag" (without quotation marks).
    The DirectX Diagnostic Tool application should launch. The System tab indicates the DirectX version currently installed.
    If the DirectX Diagnostic Tool application does not appear or your current version is earlier than DirectX 5, upgrade your version of DirectX.



  • If you're using Windows NT, do you have Service Pack 6 (or later) installed?

    From the Start Menu, choose Run. In the dialog box that appears, type "Winver" (without quotation marks). If you have a Service Pack installed, the version number will be displayed. If this version is not Service Pack 6 or later, or if no Service Pack is installed, please update your Service Pack or install a recent version.



  • Are you using Microsoft Internet Explorer 4.0 (or later) or Firefox 1.0 / Netscape 6.1 (or later)?

    If your web browser is Microsoft Internet Explorer: From the Help menu in your web browser, choose About Internet Explorer. If you do not have IE 4.0 or later, please update Internet Explorer.

    If your web browser is Netscape or Firefox: From the Help menu in your web browser, choose About Mozilla Firefox / Netscape. If you do not have version 1.0 (or latter) for Firefox or 6.1 (or latter) for Netscape , please update your browser.



  • Does your computer have a graphics card with 3D acceleration?

    For the best Virtools Web Player experience, we recommend using a graphics card with 3D acceleration (and at least 8 MB of video ram).
    In Win 95/98/2000/ME/XP, from the Start Menu, choose Run.. In the dialog box displayed, type "DxDiag" (without quotation marks).

    The DirectX Diagnostic Tool application should launch. On the Display tab, check DirectX Features box to see if Direct3D Acceleration is Enabled. If Direct3D Acceleration is not enabled, you may have problems viewing content with the Virtools Web Player.



  • Do you have the latest drivers for your 3D graphics accelerator card?

    For Windows 95/98/2000/ME/XP, from the Start Menu, choose Run. In the dialog box that appears, type "DxDiag" (without quotation marks). The DirectX Diagnostic Tool application should launch. The manufacturer of your 3D graphics accelerator card will be displayed on the Display tab.

    For Windows NT, from the Start Menu, choose Settings/Control Panel. Next, double-click Display, and select the Settings tab. Click the Display Type button. Adapter Type is the name of your 3D graphics accelerator card, and Driver Information tells you which driver version you are using.

    Note this information to check and eventually update your driver on the manufacturer's website.



  • Is your monitor set to display 16- or 32-bit color?

    From the Start Menu, choose Settings/Control Panel. Next, double-click Display and select the Settings tab. Make sure Colors/Color Palette is set to 16-bits (Hi-Color) or 32-bits (True Color). 24-bit color is NOT supported, 16-bits is recommended.



  • Did you configure the Virtools Web Player Network Settings?

    Trying to view Virtools Behavioral Server based compositions, if you can not connect to the server, check your Network settings. Detailed explanations are provided here.



  • Using Firefox, I got a Javascript application error dialog box stating that "Virtools Web Player installation failed".

    Click the Ok button of this dialog box then at the top of the Firefox window click the "Modify Options" button to autorhize player.virtools.com to install softwares. Click the Install button again.
    We are currently processing the Firefox installation process certificat.



  • I've tried all of the above and still can't pinpoint the problem.



    • If you're unable to solve the problems you've encountered with the tips given here, please fill out this form, describing the problem in detail along with your PC configuration, and click send.



    Please describe your problems as precisely as possible:

    Please indicate your PC configuration. To do this:
    Download Virtools Diagnostic Tool (64 K), double-click to run it, then cut and paste the results into the field below:

    Are you behind a firewall? 

    Your Email Address:



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