Frequently Asked Questions

I’m receiving a 3222 error message from Silverlight. How can I resolve this?

The URL address for the movie is not correct.

RESOLUTION:

  1. Verify that the URL address for the movie does not contain spaces and was not prematurely truncated due to line wrapping or copy & paste issues
  2. Contact your instructor to verify that the URL address is correct
  3. If the above steps do not resolve the issue, please contact Swank support at digitalsupport@swank.com for assistance. Include a screen shot of your browser as well as the URL address for the movie you are attempting to view.

I am having difficulty creating lessons for the movie. How can I resolve this?

Lesson plans should be as concise as possible, and it is helpful to copy and paste lesson plans from another text editor.

RESOLUTION:

  1. Make sure your lesson plans are concise
  2. Back up your lesson plans via copy (Ctrl+C) and paste (Ctrl+V) into another text editor such as Notepad or Word
  3. If the above steps do not resolve this issue, please contact Swank support at digitalsupport@swank.com for assistance

I am having difficulty saving my lesson notes for the movie I am viewing. How can I resolve this?

Notes should be as concise as possible, and it may be helpful to copy and paste notes to another text editor.

RESOLUTION:

  1. Make sure your notes are concise
  2. Back up your notes via copy (Ctrl+C) and paste (Ctrl+V) into another text editor such as Notepad or Word
  3. If the above steps do not resolve this issue, please contact Swank support at digitalsupport@swank.com for assistance

What is Silverlight?

Silverlight is a Microsoft product that is used to play the movies. More information about Silverlight can be found on the Microsoft website.

RESOLUTION: Visit http://www.microsoft.com/silverlight/

How can I tell if my computer is compatible with Microsoft Silverlight?

Official requirements for Silverlight can be found on Microsoft’s website.

RESOLUTION: Visit http://www.microsoft.com/getsilverlight/Get-Started/Install/Default.aspx#sysreq

How do I download Microsoft Silverlight?

Silverlight can be downloaded from Microsoft’s website.

RESOLUTION: Visit http://www.microsoft.com/getsilverlight/

How do I install Silverlight?

Directions for installing Silverlight can be found on Microsoft's website. Mac OS X users: please pay close attention to the extra steps required after the download is finished.

RESOLUTION: Visit http://www.microsoft.com/getsilverlight/Get-Started/Install/

How can I verify my Silverlight plugin is functioning properly?

There are two ways to verify your plugin is functioning properly via Microsoft's website.

RESOLUTION:

  1. Visit http://www.microsoft.com/getsilverlight/Get-Started/Install/ and you should see the words "You are ready to use Microsoft Silverlight" near the top of the page.
  2. Visit http://www.microsoft.com/silverlight/extensible-media/ and you should also be able to see the video.

I have installed Silverlight but it doesn’t seem to be working with my browser. How can I resolve this?

The issue may be related to the browser you are using.

RESOLUTION:

  1. Test again with an alternate browser such as Firefox, Chrome, or Safari
  2. Visit http://www.microsoft.com/getsilverlight/Get-Started/Install/Default.aspx#sysreq to see Microsoft’s official matrix for browser compatibility with Silverlight.
  3. If the above steps do not resolve the issue, contact your campus IT support staff for assistance

My Silverlight plugin appears to be working, but I’m receiving a 4001 error message or I cannot play the movies. How can I resolve this?

There are a number of possible reasons for this problem.

RESOLUTION:

  1. Verify that the URL address for the movie is correct, complete, and does not contain spaces
  2. Your IP address may be outside the approved range. Make note of your current IP address and contact your campus IT support staff or your campus network administrator to review it for possible approval.
  3. The video file you are trying to play may be protected by Digital Rights Management. Check the following:
  4. If the above steps do not resolve the issue, please contact your campus IT support staff for assistance

Why is it telling me that I need to upload Silverlight when I have already installed it?

Silverlight may not be installed properly.

RESOLUTION: Verify that Silverlight was installed properly by reviewing the FAQ How do I install Silverlight

The login site requires a username and password. Where do I find this information?

Our sites do not require a login. If you have clicked on the Admin link, this is for admin use only.

RESOLUTION: In order to play a movie, click on the poster for the movie you want to watch and then press the Play button

The movies pages are not working on my PC running Windows XP. How can I resolve this?

Windows XP users require an older version of Silverlight, Silverlight 4. If another version of Silverlight (e.g. Silverlight 5) is installed, it must be uninstalled and replaced with Silverlight 4.

RESOLUTION:

  1. Verify what version of Silverlight is currently installed
  2. If some version other than Silverlight 4 is installed, uninstall it using Add/Remove Programs on the Control Panel
  3. Install Silverlight 4. One location where Silverlight 4 can be found is http://go.microsoft.com/fwlink/?LinkID=149156&v=4.0

I only see a black box where the movie is supposed to be. How do I resolve this?

It may be that you are not accessing the proper link.

RESOLUTION: Verify that the URL address for the movie is correct, complete, and does not contain spaces.

The movie is buffering/freezing during playback. How do I resolve this?

This problem may be due to a poor network connection.

RESOLUTION:

  1. Replay the movie using a different browser to see if the playback quality improves
  2. Replay the movie using a different computer to see if the playback quality improves

The movie I’m watching stops in the middle of playback or appears to be incomplete. How can I resolve this?

There are a number of possible reasons for this problem, all of which require support assistance.

RESOLUTION: Please contact Swank support at digitalsupport@swank.com for assistance.

Which browsers are suitable for playing movies?

Movie playback requires Microsoft Silverlight, and Microsoft maintains a list of compatible browsers for Silverlight.

RESOLUTION: Visit http://www.microsoft.com/getsilverlight/Get-Started/Install/Default.aspx#sysreq to see Microsoft’s official matrix for browser compatibility with Silverlight

What are the system requirements for playing movies?

Movie playback requires Microsoft Silverlight, and Microsoft maintains a list of system requirements for Silverlight.

RESOLUTION:

  1. Visit http://www.microsoft.com/getsilverlight/Get-Started/Install/Default.aspx#sysreq to see Microsoft’s official system requirements for Silverlight
  2. In addition, for HD streaming (720p), we recommend the following:
    • Network connection: 1.5 Mbps (megabits) minimum, 3.0 Mbps recommended
    • RAM: 1 GB minimum
    • CPU: Intel Core Duo 2.4 GHz minimum

I have reviewed all of the FAQs and do not see any that address my problem. What should I do?

Contact your Campus IT support staff

If the above steps do not resolve the issue, please contact your campus IT support staff for further assistance.