ITV Local Technical Help
We’ve tried to make using ITV Local trouble-free, but as with any new technology there may be problems which need simple adjustment. Here’s a handy list of fixes for some of the problems our viewers have experienced.
If you can’t find a solution, please email us and we’ll have a member of our technical staff contact you personally.
Video doesn’t play or I get a black or grey screen with an error message.
Normally when ITV Local starts for the first time the system tests your connection speed to ensure we send our video stream at the right speed for your broadband connection. Sometimes these connection speeds can change and need to be reset manually.
Solution 1 – Click the “Settings” tab which is situated on the top of the right-hand video-items panel (it’s usually next to search). You’ll see a list of speeds ranging from 56kb to 1800kb with a radial button selected, which is your current connection speed. Just select a lower speed and click confirm. You can continue to lower your connection speed until the video starts to work. Please note that ITV Local works best with a broadband service, and only very limited functionality will be available at dialup speeds.
Solution 2 – The ITV Local video player needs Microsoft Windows Media Player version 10 to work correctly. If necessary, upgrade the version on your computer by opening Media Player from your start menu, right-clicking anywhere on the blue bar at the top of Media Player and selecting “Help” then “Check for player updates”.
When trying to play video I get a green screen but may still be able to hear the audio.
This issue is usually due to the Windows Media Player ‘video acceleration’ and can be easily fixed.
Solution – Switch ‘full video acceleration’ to ‘off’ by following these instructions.
1. Click Start - Run – type in ‘wmplayer’
2. Open the Options section of Windows Media Player
3. Click on the Performance Tab
4. Move the slider bar for Video Acceleration to the Left (None)
5. Choose OK and close Windows Media Player.
6. Restart Internet Explorer and you should now be able to see the video correctly.
I’m trying to watch ITV Local at work but there’s no video and there’s a message about a “Firewall” popped up on my computer.
Sometimes corporate and collegiate IT departments have a policy that restricts video streaming on computers at work to prevent too many viewers overloading the company internet connection.
Solution – speak to your IT department to check whether they would be prepared to lift the firewall restrictions. Please note - firewalls can stop or slow down the speed of your connection. Configure them to open the relevant ports to enable streaming or contact your IT support.
Video doesn't play and I get the message “this browser requires cookies”.
This is a system fault that we are currently investigating. Please clear your cookies (on Internet Explorer: go to the Tools Menu, select Internet Options, and Delete Cookies.) Please log the fault by emailing us so we can track this fault to its source.
I have a “Pop-up Blocker” message which is stopping the ITV Local player from loading on my computer.
Our early trial versions of the ITV Local player were susceptible to pop-up blockers and we’ve tried hard to ensure our new version does not give any trouble. However, if you still experience pop-up restrictions, here are a few suggestions.
Solution 1 – allow pop-ups. With MS Internet Explorer, Go to “Tools” on the menus at the top of the browser, and select “pop-up blocker”. Here you can either set IE to allow pop-ups from ITV Local (www.itvlocal.com and player26.narrowstep.tv) or turn off the blocker completely (not recommended). After this your player should work normally.
Solution 2 – check other programmes. If you have Norton, McAfee or any other third-party virus/spy-ware protection on your system they may well include a pop-up blocking function. In most cases these programmes will have a control panel which will allow configuration. Please refer to your specific supplier’s instruction manual, and set it to allow all pop-ups from www.itvlocal.com and player26.narrowstep.tv
I can’t seem to see the entire ITV Local player on my computer screen.
We have re-designed the ITV Local pages to work best with a computer screen set to an average display size (1024x768). If you’re not seeing all of the buttons on the page you may need to increase the size of your screen.
Solution – increase screen resolution. Go to your Windows desktop, right-click anywhere on the screen, and select the “Properties” tab. Select “Settings” and adjust the “Screen Resolution” slider-bar until it reads 1024 by 768 pixels or higher. Select OK, and you should see the entire ITV Local page.
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