Media Player help

Media Player help

Filming at the Tower of London

Here, you can find further information about the Media Player and how to solve problems playing content.

We have included answers to most frequently asked questions however if you still need further assistance, you will find contact details at the bottom of the page.



  1. I want to change the way the video displays on my screen
    Subtitles: Gives the ability to toggle on/off subtitles.
    YouTube - subtitles 
    Settings: Controls for speed, subtitle language and video quality.
    YouTube - settings 
    YouTube: Links through to enable the watching of the video within a YouTube browser window.
    YouTube - watch on YouTube 
    Full screen: Link to display full screen in whatever device being used.
    YouTube - full screen
    For more assistance with YouTube please visit YouTube help

  2. I want to change the way the image galleries display on my screen
    Flickr - open the HRP channel
    Clicking on the “by HRP Digital” link: takes you to the HRP Digital Flickr channel, where you can see all our image galleries, and display them full screen.

  3. I want to adjust the settings of the audio file
    Main links (top left): The “Historic Royal Palaces” text links through to the HRP SoundCloud channel. The text underneath (in this example “Koh-I-Nor”) links through to that specific audio file within the HRP SoundCloud channel
    SoundCloud - go to the HRP channel/soundtrack 
    Further links: The “SoundCloud” text links through to the HRP SoundCloud channel. The Share button enables you to share this audio file via Facebook, Twitter, Tumblr, Google+, Pintrest or email
    SoundCloud - go to the HRP channel/share this soundtrack

  4. The video resolution is poor, or is jerky
    This could be due to the speed of your internet connection. If the video cannot keep up, then click the 'settings' button on the bottom right of the player, and click 'retest' or select a slower datarate, then click the 'confirm' button. The video will now stream a lower speed. You should also make sure that any background programmes such as MSN Messenger are closed down, running additional programmes on an older pc can make the video jerky due to the speed of the CPU.

  5. What internet connection do I need?
    In general, we recommend an internet connection of 512kbps or higher and a Pentium 4 or greater processor for Windows machines. Don't forget that local network traffic or ISP management may affect download and streaming speeds.

  6. Is the content accessible?
    We are committed to making the Media Player output as accessible as possible to all audiences. Where possible, audio and video content will have an accessible alternative to download, however in some cases an alternative may not be available at the time.

  7. What are the intellectual property rights of the Media Player content?
    Historic Royal Palaces owns all intellectual property and you agree not to copy, disclose, provide or otherwise make available for unauthorised use the content.

    Any files you download from this site are done at your own discretion and risk and you will be solely responsible for any damage to your computer system or loss of data that results from the download or use of any such data.

    Historic Royal Palaces does not represent or warrant that the files or the server(s) upon which the files are hosted will be uninterrupted, timely, secure and free from bugs, viruses and errors.

    Under no circumstances will Historic Royal Palaces or its service providers be liable to you or any third party for any of the following losses or damage, whether such losses or damage were foreseen, foreseeable, known or otherwise: (a) loss of data; (b) loss of revenue or anticipated profits; (c) loss of business; (d) loss of opportunity; (e) loss of reputation or goodwill; or (f) any indirect, incidental, consequential, special or exemplary damages arising from your access and use of the files on this site. You agree that this exclusion of liability is a fair allocation of risk. Nothing in these Terms shall exclude or limit either party's liability for the tort of deceit, death or personal injury caused by negligence.

    You are solely responsible for adequate protection and backup of your data and equipment used with accessing the files, and Historic Royal Palaces will not be liable for any damages that you may incur by downloading content.
  8. My question isn't answered in this FAQ. What can I do?
    If you do not find an answer to your question in this FAQ, submit a question to our Webmaster at Where possible, please try and include the following information:
    • Operating system version. In your question, include the full version name (for example, Windows 7 Professional with Service Pack 1)
    • The task that you were trying to accomplish prior to encountering the problem
    • If an error message is displayed, note the error message text.
    • If the problem only occurs when you try and play/download a particular file and if so, the name of the playlist/asset