Troubleshooting - Videos
I can’t see a flash video on a web pageI am sure flash is installed correctly but I still cannot view the video
The video is jerky or slow
Troubleshooting - Virtual tours
I can’t see a virtual tour on a web pageI have received a virtual tour by email but I can’t get it to play
FAQ’s
What software do I need to play the virtual tours?What’s the difference between the WEB version and the EMAILABLE version of the virtual tour?
Can the virtual tour give me a virus?
Are there firewall problems?
I am a web designer do you have info about integrating tours into my website?
Troubleshooting - Videos
I can’t see a flash video on a web page
Latest version of Flash installed? This movie requires flash version 8 or above to play. It is possible you do not have flash installed, or you have an older version (flash 7 or earlier).
In either case, you need to click here to install flash/upgrade latest version
You will be downloading a file of around 1MB - on broadband this takes a few seconds.
On the download page under "Also install" you will see a Yahoo tool bar is offered - this is irrelevant and we suggest you untick that box before clicking "Install now".
Once installed the movie should play. You may need to close and re-open your browser first. You may possibly need to re-start your machine.
If you are still experiencing problems there are further tips at this help page
I am sure flash is installed correctly but I still cannot view the video
Firewall problems? Some corporate networks restrict the use of Flash (among other things). You can either forward the link to your personal computer at home, or perhaps speak to your IT department about allowing the use of Flash on your corporate network.
Jerky? Your connection may be too slow to stream the video fast enough. If you notice the video keeps stopping and starting, you will need to pause the video for a few minutes to allow the rest to download from our server. Once you have downloaded the full video, it is stored on your own hard drive, so you only need to download once, then the video will be available right away upon future viewings.
Slow? If the video is running slowly, or you notice any glitches in image, it is possible your pc may be struggling to play the video smoothly. This should only occur with very old computers. If you notice this happening, you can right click on the video and lower the quality by selecting quality > low
Troubleshooting - Virtual Tours
I can’t see a virtual tour on a web page
Old System? Virtual Tours require IE4 or Netscape 4 or later.
Java?Virtual Tours require the “Java Virtual Machine” (also called Java Runtime Environment). It used to be fitted as standard with Windows, but Microsoft fell out with Sun (inventor of Java) and were forced to stop fitting it or distributing it from Windows XP - Service Pack 1a (late 2003). But this is no problem since the software is freely distributable, so please just go to www.java.com and then click on "Java Software Download"
If you are interested in more background to the dispute from Microsoft's perspective, click here
Fire Wall? If you are behind a corporate firewall you should still be able to see the tours with no problem. Just once we discovered a client with a firewall which prevented any downloads from the internet at all - this also stopped the java applet - if you think this may be possible, either ask your IT person or email ehouse and ask us to do a test for you.
I have received a virtual tour by email but I can’t get it to play
Exe? Outlook 2003 blocks all exe attachments so if you have this you will probably not even have received the exe at all – email us and we’ll re-send it in a zip file.
Java? See the section above for background (can’t see the tour on a webpage) - if you double click the exe file and nothing happens, you probably don’t have the Microsoft Java Virtual Machine so please just download this file
After downloading you will need to unzip the file then run the .exe file inside and follow the instructions.
Mac? The emailable (offline) version of the virtual tour does not play on a Mac (but you can see ehouse tours on the web)
FAQ’s
What software do I need to play the virtual tours?
Virtual Tours require the “Java Virtual Machine” (also called Java Runtime Environment). It used to be fitted as standard with Windows, but Microsoft fell out with Sun (inventor of Java) and were forced to stop fitting it or distributing it from Windows XP - Service Pack 1a (late 2003). But this is no problem since the software is freely distributable, so please just go to www.java.com and then click on "Java Software Download"
After downloading you will need to install the program – double click it and follow the instructions.
What’s the difference between the WEB version and the EMAILABLE version of the virtual tour?
The web version is a java applet designed to play in a web page – it loads each image successively. The Emailable (offline) version is a self contained file which just plays itself – so you can watch it without a live web connection. This version also has an extra ‘Info’ window in which we can put text and graphics such as logo, map etc.
Can the virtual tour give me a virus?
No. (and all emails from ehouse are screened by Messagelabs)
There should be no firewall problems with web pages containing virtual tours. Emailable tours are an ‘exe’ file and these are stopped by many firewalls. It doesn’t mean the ehouse file is a virus, it’s just that many firewalls stop all ‘exe’ files. Sometimes we can get around this by zipping the file or renaming it – but some firewalls are smart enough to see through these wheezes. If you have a problem like this, email or call us
I am a web designer do you have info about integrating tours into my website?
Yes, click here for more details, or for specific questions, email or call us.
