Yes. Windows Media Player is the only player option available to view RichmondGov.Com Video. The RichmondGov.Com video player is optimized for Windows Media Player version 9 and above. Mac users using the City's video player may have to wait anywhere from two to five minutes for the video to load and play on a Mac computer.

For optimal performance we recommend that you download the latest player. The latest Windows Media Player can be obtained from the Microsoft Download Center.

You can also upgrade to the most recent version of Windows Media Player at any time. Open the Windows Media Player application and select "Check for Players Updates…" from the Help menu.

If you are a Mac user and continue to have problems viewing the video, even after an extended wait for the video to load, try downloading a 3rd-party-plugin for the QuickTime system which enables Windows Media files (.wmv format) to open. More information can be found here.

We recommend the latest version of Windows Media Player, which can be obtained from the Microsoft Download Center. This is a free download.

• If you click on a link and a new window doesn't open, a pop-up blocker may be the cause. Pop-up blockers are set to on or off at the workstation. Setting your pop-up blocker to "off" will allow pop-ups from RichmondGov.Com and will fix this problem. Please see your pop-up blocker's help section for more information. In Windows Internet Explorer, click on Tools > Pop-up Blocker > Turn off Pop-up Blocker on the top navigation bar.
• Some toolbars (such as Google Toolbar) also contain pop-up blockers. Please refer to the help pages for these toolbars as well if your window is being blocked.

The most common cause of a pause or stop is Internet traffic congestion. If this problem persists, try closing the player, then re-launch it from any video link on RichmondGov.Com.

Too many temporary internet files can also cause jerky video or sound echo on playback. Temporary internet files are saved on your workstation each time you visit a web page. This is often referred to as "browser cache". Too many temporary files can affect workstation speed in general, including video playback. To clear your browser cache on a Microsoft Windows workstation, please see #8.

• A browser error may have occurred. Try closing the player and reopening using the video link on RichmondGov.Com.
• Try viewing other web pages. If you cannot view other pages, your Internet Service Provider may be experiencing problems with their servers. If the problem persists, contact your Internet Service Provider.
• A large brower cache can severely affect workstation performance, including video playback. One way to clear your browser cache is to restart your computer. If that doesn’t work, you can force the removal of the temporary files in the browser cache by doing the following:

  To clear your browser cache on a Microsoft Windows workstation:

  In Microsoft Internet Explorer:

  • Click on Tools, then choose Internet Options.
  • Click the General tab.
  • Click the Delete Files button.
  • On the Delete Files dialogue box click the OK button. Selecting "Delete all offline content" is optional, and would remove saved passwords.
  • Click OK to close the Internet Options box (it may take a minute or more to clear the cache.)

  In Firefox:

  • Choose Options from the Tools menu.
  • Click the Privacy icon, then select Cache.
  • Click OK to close the Options window.

• If the buffer setting for the video player doesn’t match your Internet connection speed, the video playback can be affected. The City of Richmond web site offers two video options for playback: 1) high-speed, and 2) low-speed connections. Windows Media Player should find the correct Internet connection speed. To override the default setting and specifically set the correct Internet connection speed, use the instructions below.

  To manually set the buffer in Windows Media Player:

  • Open up Windows Media Player > Tools (Right-Click ~ Tools - Version 11) > Options > Performance
  • If it is not already set, change the connection speed from the automatic setting "Detect Connection Speed" to the speed designated by your Internet Service Provider.
  • Set the Network Buffering to 1.
  • Now hit Apply.
  • Then try to view a video.