Troubleshoot video and audio

Video Help

Videos for Microsoft Office 2007 and Microsoft Office 2003 use Windows Media Player. For best results, view the demos with the latest version of the player. The player is free, and you can get it from the Windows Media Player page. If you experience problems watching one of these videos, follow the troubleshooting steps below:

ShowI see a black screen, but there is no video or audio.

Do one or more of the following:

  • If you’re using a computer with Windows 7 and you’re trying to view a video for Office 2003, you may need to install the ACELP codec that was used for these videos. You can install the codec from this 3rd-party site. Review the license agreement and then scroll to the bottom of the page to install the codec.
  • Look for the player controls and for status messages such as "Connecting..." or "Buffering..." in the lower-left corner of the new window. If you do not see those, use the vertical scroll bar on the new window to scroll down until the controls and status messages are visible.
  • If you see status messages such as "Connecting..." or "Buffering..." in the lower-left corner of the new window, wait a little longer. The video is preparing to play.
  • If you see the word "Ready" in the lower-left corner of the new window, click the Play button. You may have to do this several times.

ShowI can hear the audio, but I can't see the video (or vice versa).

Windows Media Player uses support files called codecs to play media files. Media Player uses one codec for audio and another codec for video. If you're hearing the audio but not seeing the video (or vice versa), you're missing one of the codecs needed to play the file. For more information, see Codecs: Frequently asked questions.

ShowThe video doesn't play correctly, or it ends prematurely.

Download and install the latest version of Windows Media Player. The player is free, and you can get it from the Windows Media Player page.

 Important   To install the player, you must be an administrator on the computer you're using. After you install Windows Media Player, you must restart your computer, return to the article that contains the demo, and then run the demo again.

ShowThe video begins again when I change my screen resolution.

Download and install the latest version of Windows Media Player. The player is free, and you can get it from the Windows Media Player page.

 Important   To install the player, you must be an administrator on the computer you're using. After you install Windows Media Player, you must restart your computer, return to the article that contains the demo, and then run the demo again.

ShowI get a message saying something about missing a player or other component.

Follow the on-screen instructions for downloading and installing the missing component.

 Important   To install any missing components, you must be an administrator on the computer you're using. After you install Windows Media Player, you must restart your computer, return to the article that contains the demo, and then run the demo again.

ShowI get a message that mentions codecs.

Under some conditions, you may see the following message:

"Windows Media Player cannot play the file. The file may be formatted with an unsupported codec, or the Player could not download the codec."

If you see this message, try one or more of the following:

  • If you're viewing a demo for Office 2003, install the ACELP codec from this 3rd-party site. Review the license agreement and then scroll to the bottom of the page to install the codec.
  • Update the drivers for your audio card. For possible driver updates, see your audio card manufacturer's Web site.

ShowI get two messages - one that indicates Microsoft Windows Media Player 7 or later is required to play this video, and another one that says This Web page wants to use an add-on that is either disabled or from a publisher you have blocked.

This pair of messages can occur if the Windows Media Player is not enabled for your browser. If you are running Microsoft Windows® XP Service Pack 2 or later, do the following to enable the Windows Media Player add-on: In Windows Internet Explorer, on the Tools menu, click Manage Add-ons. In the Show list, click Add-ons that have been used by Internet Explorer or All add-ons. In the Name column, select Windows Media Player. Under Settings, select Enable.
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Audio Help

ShowI need to control the audio.

The audio plays automatically whenever you start a demo. You control the audio with the Mute, Play, Pause, and Stop buttons.

To stop the audio and video from playing, click Stop. To stop just the audio, click Mute. To restore the audio, click Mute again.

ShowI don't hear the audio.

If you don't hear the audio, there could be a problem with your computer, or your computer may not have a sound card. Another reason could be that you are using a browser other than Internet Explorer 5 or later.

Here are some other reasons the audio may not work:

ShowThe Mute button on the controls may be turned on.

Click the Mute button.

ShowThe Volume slider may be set too low.

Drag or click the Volume slider to a level that is above the lowest volume setting.

ShowThe system volume may be set too low.

In Control Panel, open Sounds and Audio Devices. On the Volume tab, under Device volume, drag the slider to the right to increase the system volume.

ShowOther programs may be using your sound devices.

Close all other programs that could be using your sound devices.

ShowYour computer speakers or headphones may not be plugged in correctly.

Make sure that your speakers or headphones are correctly plugged in, have electric power, and are turned on.

 Note   Some speakers require batteries.

More information

If you still need help with Windows Media Player, see Windows Media Player Help and Support.