Trying to listen on line - need some help?
Our F.A.Q. is intended to handle most basic support questions regarding the internet stream. Please ensure you have reviewed the F.A.Q. and reviewed our support policy before contacting us for support.
System Requirements
Our web stream is delivered using the latest Windows Streaming Media technology. Therefore; it is best heard on a computer running Internet Explorer 5.5 or newer and Windows Media Player 9 or newer running on Microsoft Windows. Here are links for customers needing to upgrade:
General Help Questions:
Q: I can not launch the tuner, I have no idea why?
A: If you have a pop-up blocker installed follow the steps in the next section.
Emptying the cache can also be helpful in cases where you can't get the stream. Here's how:
1) Open Internet Explorer browser.
2) Select "Tools" > "Internet Options" > "General".
3) Click on "Delete Temporary Internet Files"
4) Select "Apply", then "OK".
Q. I have a pop-up blocker. What should I do?
A. You need to tell your pop-up blocker to allow our server by adding our tuner address into the allow list. More information on this can be found in your pop-up blocker’s help section.
For Internet Explorer, try:
1) Open Internet Explorer browser.
2) Select "Tools" > "Pop-up Blocker" > "Pop-up Blocker Settings".
3) In the “Address of Web site allow” text box, cut and paste the server address *.dc1.sonixtream.com
4) Select "Add", then "Close".
NOTE: It is possible (although not recommended) to have more than one pop-up blocker installed. Please check for this in any third party Internet security product(s) you may be using.
Q. Why does the sound cut out while I am listening?
A. This would be caused by a sound buffer. Buffering is when the stream is "paused with no audio" which can be caused by a portion of computer memory that temporarily holds sound files on their way to audio speakers. It may also occur if you are listening via a modem or other slow or congested internet connection. The tuner requires a consistent 22Kbps stream to maintain the audio. Surfing the internet or downloading files while listening via a modem may also cause excessive buffering. For best performance, either a dedicated high-speed internet connection (i.e. cable modem or DSL) is recommended.
Q. The music plays, but none of the buttons on the tuner work.
A. This behavior typically means that the scripting option is turned off on your web browser. To re-enable scripting,
1) Open Internet Explorer browser.
2) Select "Tools" > "Internet Options"
3) Click on the "Security" tab
4) Click on the "Custom Level" button
5) Select "medium" from the drop-down at the bottom
6) Click "reset", then "Yes" when prompted to reset the security option for the Zone.
7) Click "OK" until all of the dialog boxes are closed. Once this is finished, re-launch the tuner.
Q. I am trying to listen while at work but I cannot get connected.
A. Because streaming audio and video is very bandwidth intensive, many companies will utilize a firewall to block streaming audio from being played within an office. Unfortunately there is nothing that we can do to prevent or circumvent this. You may want to talk to your system administrator to see if this can be fixed.
Q. Why do I see "Click to activate this control."?
Microsoft® changed the way ActiveX controls behave so Dynamic HTML (DHTML) events related to user interaction, such as onblur and onclick, are automatically blocked. To activate an interactive control, either click it or use the TAB key to set focus on it and then press the SPACEBAR or the ENTER key. Interactive controls loaded from external script files immediately respond to user interaction and do not need to be activated.
Basically, you now need to click the control to "approve" it before the Flash and navigation buttons will work.
Technical Questions:
Q: Can the stream be heard with operating systems other than Windows?
A: Users running Mac OS X will be able to hear the stream. Click here for more information. Other operating systems are not supported.
Q: Can a browser other than Internet Explorer be used to listen?
A: FireFox 1.5 and Netscape 8.1 running on Windows can be configured to take full advantage of the tuner. Safari and IE on the Macintosh can hear audio, but the tuner is depreciated. See Browser Support for more information.
Q: Does the stream work with Windows Media Player 10?
A: Yes.
Q: Does the stream work with Windows Media Player 11?
A: Windows Media Player 11 is a Beta or pre-release product. We cannot guarantee it will work without problems.
Q: When the listen link is clicked, it tries to open, but there is a message that says “pop-up blocked.”
A: Disable pop-up blocking in the browser or pop-up blocking tool. Some browsers and pop-up blockers offer a way to temporarily allow pop-ups or completely disable pop-up blocking for a specific site. Here are links to help pages for the more popular tools:
Q: The tuner loads, but no audio is heard.
A: Most likely ActiveX and/or scripting is disabled in the browser. Refer to the browsers help documentation regarding enabling or disabling ActiveX and scripting. Also, ensure the correct version of Windows Media Player is installed on the computer.
Q. The tuner loads and audio is heard. However, things like title and artist are missing.
A: The browser likely does not support ActiveX. However, some browsers can be ActiveX-enabled through special settings or third-party plug-ins. See the Browser Support section below and/or the browser's documentation.
Q. Why do I see "Click to activate this control."?
Microsoft® changed the way ActiveX controls behave so Dynamic HTML (DHTML) events related to user interaction, such as onblur and onclick, are automatically blocked. To activate an interactive control, either click it or use the TAB key to set focus on it and then press the SPACEBAR or the ENTER key. Interactive controls loaded from external script files immediately respond to user interaction and do not need to be activated.
Basically, you now need to click the control to "approve" it before the Flash and navigation buttons will work.
Q. When the listen link is clicked it shows a page cannot be found error.
A: Try refreshing or clicking on the link again. If the error persists and you are not using Opera, please contact us.
Q. When the listen link is clicked in Opera, it shows a page cannot be found error.
A: Unfortunately, Opera is not supported at this time. Please use Internet Explorer or one of the other browsers.
Browser Support Questions:
Q: Does the stream work with Internet Explorer 7?
A: Internet Explorer 7 is a Beta or pre-release product. We cannot guarantee it will work without problems.
Q: Does the stream work with Mozilla FireFox?
A: The tuner has been tested to work optimally with FireFox 1.5, Windows Media Player and the ActiveX plug-in provided by the Mozilla ActiveX project. Customers not comfortable with, unwilling or unable to install the plug-in will be able to hear the stream. However, they will not be able to enjoy all the features of the tuner like title, artist and album art display. Windows Media Player 9.0 is available from Microsoft's Website.
Q: Does the stream work with Netscape Navigator?
A: The preferred version is Netscape Navigator 8.1. Customers using Netscape 8.1 must change the preferences for the tuner page using the site controls option. Netscape should be told to render (draw) the page using Internet Explorer rather than FireFox. Along with changing the rendering engine, ActiveX and scripting support must also be enabled. For help with site controls go to Netscape Site Control Help.
Q: Does the stream work with Opera?
A: Unfortunately, we do not provide support for Opera at this time. Please use one of the other browsers
Q: Does the stream work with Macintosh systems?
A: Customers using Safari or Internet Explorer who also have Windows Media Player 9 for OS X installed can hear the stream. However, they will not be able to enjoy all the features of the tuner like title, artist and album art display. Windows Media Player for OS X can be downloaded from Microsoft's Website.
Support Policy
It is strongly recommended that you consult with an IT professional before making any changes. That aside, we are glad to be helpful in ensuring you can enjoy our web stream.
If, after taking the recommended actions, you still cannot hear the stream you should contact us. Please be aware that recommendations we provide may cause you to enable features that some would consider a security risk. However, the amount of risk is dependent on your internet “surfing” habits and knowledge of internet security. The scripting and ActiveX controls used in conjunction with our stream are for enabling dynamic content and the audio stream. They are not considered harmful to your computer. You should ensure that you understand our recommendation. If you do not understand or agree with our recommendation, you shouldn't take action.
Special note for users at Work/School:
Please be aware that recommendations may cause you to inadvertantly violate employer or institution computer security policies. It is your responsibility to ensure you have consulted with your IT department before contacting us.
Because streaming audio and video is very bandwidth intensive, many companies will utilize a firewall to block streaming audio from being played within an office. Unfortunately there is nothing that we can do to prevent or circumvent this. You may want to consult with your IT department to see if this can be fixed.
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