Some lucky people in this world have recently taken a brand new computer out of the box, plugged it in and started watching on-demand video on the Internet. They live near sophisticated, multimedia-savvy Internet Service Providers and have plenty of bandwidth, that precious commodity that allows lots of high-speed communication to their PCs.

The rest of us have to do the best with what we have, and sometimes we need a little help getting there.

LiveOnTheNet.com brings streaming audio and video to millions of people around the world. For the most part, you can't download our files. This allows us to create an on-demand environment where you watch what you want to the minute you want to watch it. It also means you can't "have" a copy of a performance, which makes artists and performers happy to give us their work at an affordable price so you don't have to pay.

This Help section was created to guide you to multimedia readiness. In it, you'll find discussions that address general Internet multimedia problems and problems that relate to your own computer, as well as problems that LiveOnTheNet.com may have from time to time.

If you're having a problem viewing multimedia on your computer, first review this outline to determine where the problem is.

My problem is:

• I can't log on to any of your events. You probably don't have the latest version or RealPlayer Basic, or if you do, it's not properly installed. Or, you may have a computer that for one reason or another doesn't support Real's current generation of players. You'll find help in the section "Downloading and Installing a RealPlayer."

• I log onto your events, but the video isn't good. There are lots of reasons for this. If you have an older computer with a slower (below 200 MegaHertz) processor in it, you won't be able to see smooth video from any source. You will have the same problem if you connect to the Internet at less than 57.6K speeds. If you have a 57.6K or greater connection speed, and aren't satisfied with the video you're getting, see the section "Getting a performance-enhancing update" below.

  Some users have experienced low-quality video even when all these problems are addressed, then finding out that everything improves after changing Internet Service Providers. If you've correctly installed a player on a computer with a 200+ MegaHertz processor, updated your modem or terminal adapter software and still can't see smooth video with high-quality sound, you might ask friends or associates using a different Internet Service Provider to try to watch the same thing at the same time as you. You may find that the problem is with your provider, and you should discuss the problem with them.

• Usually everything is fine. But sometimes I can't log onto an event, or I log on and then get kicked off and have to repeat the process to see the event. Sometimes I see a "net congestion" error. If any of these problems occur, it's probably because you're trying to watch an event that a lot of other people are trying to see. The bottleneck may be occurring at your Internet Service Provider's server, at any server along the Internet between your computer and our server, or the problem could be with our servers… sometimes, our events are too popular for our own good. And servers, even ours, are just computers. Every once in a while, they need attention. Sometimes, unfortunately, it's during an event.

Getting set up for multimedia

There probably are a few things you need to know before you can enjoy everything LiveOnTheNet has to offer. Please take a few moments to read about the different tools you need on your computer prior to viewing an event. If you'd like to ask us a question, click here.

About the viewing tools we use. Even if your computer can to you loaded with multimedia viewing tools, you'll find that updates are issued fairly frequently. Chances are that you'll see an improvement if you use the latest viewing tools, modem and network updates.

Getting a performance-enhancing update

Your modem or terminal adapter can be updated with downloadable firmware updates that manufacturers provide for free. All you need to do is find the website of the company who made your modem or terminal adapter (usually, you can use http://www.manufacturername.com and find it). When you get to the manufacturer's site, look for a downloads or upgrade link. Follow this link to the latest date you can find for updated software for your device. Many people have breathed a new, high-performance life into their existing equipment with these free upgrades.

To get the most out of your LiveOnTheNet experience, you should know the following facts about your computer. You'll definitely need to know them to contact our technical help desk.

The speed of your processor (200 MegaHertz, for instance) The speed of your Internet connection (28.8 Kbps, 57.6 Kbps, for instance) and your operating system (Windows, Mac, etc.).

All of the audio and video we offer on LiveOnTheNet utilize Real™ players. Real is the premiere creator of Internet audio and video players, and their latest technology allows the very best entertainment experience, and makes the best use of poor or slow connections or telephone line conditions.

Downloading and Installing a RealPlayer

Click HERE to download the FREE Real Player (Select the "RealPlayer 8 Basic" option near the bottom of the page).

When you go to the Real website to download your player software, remember that the version you're looking for is FREE. You'll see Real players for sale, but you don't need them. If you are interested in more control over the way your player looks and sounds, the advanced version may be worth the money. If not, make sure you look around the page to find the free version of the player you want, and be sure to read the section about who can and can't use the latest version of the RealPlayer Basic.

Who can and can't use the latest version of the RealPlayer Basic?

Not everyone will be able to use the new player software, however. If your computer doesn't have a fast enough processor, or your operating system isn't compatible with the latest release of RealPlayer Basic, you'll have to use an older version of Real player software.

Macintosh/UNIX users

Click here for the free download (be sure only to get the Plus player if you wish to pay...otherwise select the free player)i if you have a less-than-200 MegaHertz processor speed. If you have a faster-than-200 MegaHertz PowerPC. If you get to the Real site by any other means than the links shown here, make sure you go for the FREE player.

Fill in the required information. You'll need to know your Operating System and the speed of your connection.

After you complete the required information, you'll be prompted to select a Real.com server to get your download from (try the one geographically closest to you, it should take the shortest time to download). After you click on a server location, you'll be prompted to choose a location on your computer where you want the file to be downloaded. We suggest you save this to your desktop.

Click on SAVE and the download begins. Go to your desktop, double-click on the program icon and it will begin to install. You will see a software license agreement, and your acceptance of this agreement allows the download to continue. Follow the simple prompts through the setup and provide the information you are prompted for. If you are unsure about any of this information, click ACCEPT to allow the installation to proceed using the default information at each step.

Windows 95/98/NT users

Click here for the free download (be sure only to get the Plus player if you wish to pay...otherwise select the free player). Fill out the form to download the RealPlayer Basic. You'll need to know the operating system your computer uses, the type of CPU and the type of connection you have (modem and speed, ISDN, network, etc.).

After you complete the form, you'll be prompted to select a Real.com server to get your download from (try the one geographically closest to you, it should take the shortest time to download). After you click on a server location, you'll be prompted to choose a location on your computer where you want the file to be downloaded. We suggest you save this to your desktop.

Click on SAVE and the download begins. Go to your desktop, double-click on the program icon and it will begin to install. You will see a software license agreement, and your acceptance of this agreement allows the download to continue. Follow the simple prompts through the setup and provide the information you are prompted for. If you are unsure about any of this information, click ACCEPT to allow the installation to proceed using the default information at each step.

WebTV and other Internet television users

Most WebTV or similar brands of Internet television can handle Real Audio now. Our Audio only broadcasts should be accessible by WebTV users, but are not guaranteed at this time.

Still need technical help?

If you are experiencing any technical difficulties with this website, click on the link below to email us. Please include the following in your message:

1. Your Full Name and Email Address (In case we need to respond)
2. The type of Operating System you are using (Windows 98, Mac OS, etc.)
3. The type of browser you are using (Internet Explorer, Netscape, etc.) INCLUDING version number (Normally found in the Help:About menu)
4. The version of RealPlayer you have installed (Found by starting the application and clicking on the Help:About menu)
5. The specific page you are having a problem with including name, date and starting time of the event.
6. Any error messages or relevant information pertaining to the error you received.

ALL OF THE ABOVE INFORMATION IS NEEDED TO PROCESS REQUESTS

You may not receive an email back from this service unless more information is needed, but rest assured that at LiveOnTheNet we appreciate your comments and will do our best to fix any problems you may be experiencing. Thank you for helping to keep this the best place to be LiveOnTheNet!

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