Media Player help

Media Player help

A Yeoman Warder being filmed

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 can't see anything playing
The Media Player Player requires Flash version 9 or above. To download the Flash plugin, visit Please note that this link will take you to an external website.

2. How do I disable pop-ups?
If you see a bar at the top of the page saying that 'a pop-up has been blocked for this site', then there will be either an options button or a button to temporarily or permanently enable pop-ups for this site. This method is the same for browser toolbars like Google and Yahoo.

3. The player doesn't fit on my screen
This is because the player has been designed to be viewed on a 1024x768 computer screen. If you have a screen resolution smaller than this, you will not be able to see all of the player. To solve this problem (on a Windows PC), close the web browser, right-click your desktop and select 'Properties'. From there, select the setting tab and adjust the resolution to be 1024x576 or higher. You may be asked to restart your computer, depending on your individual graphics settings. If you are using an older PC, you may find that this screen size is not possible with your graphics card. You will also notice that changing your screen size will alter the positions of your desktop icons.

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 etc are closed down, running additional programmes on an older pc can make the video jerky due to the speed of the CPU.

5. I'm using Windows Explorer and I'm getting no picture or the video doesn't run
Make sure that your computer is not processing too much information. It is better to close any programs running in the background, running additional programmes on an older PC can make the video jerky or not run due to the speed of the CPU.

6. Why isn't Flash recognised?
If you keep getting told to install Flash, existing versions need to be uninstalled before you reinstall it. Please follow the instructions at Adobe's site on how to remove Flash (this link will take you to an external website).
Once complete, download and reinstall the latest version of Flash. To download the Flash plugin, visit Please note that this link will take you to an external website.

7. 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.

8. Will I be able to stream content on my computer? 
Streaming works on any computer that can run the latest version of Flash and all files available to download should also be available to stream, although technical issues may occasionally mean that this is not the case.

9. 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.

10. 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 the Media Player 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 Media Player or the server(s) that make it available 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 Media Player.  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 the Media Player, and Historic Royal Palaces will not be liable for any damages that you may incur by downloading content. 

11. 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: 
- Windows Operating system version. (Click Start, right-click My Computer, and then click Properties.) In your question, include the full version name (for example, Windows XP Professional with Service Pack 2) 
- The task that you were trying to accomplish prior to encountering the problem
- If an error message is displayed, note the error message text. (For example, it might say "Windows Media Player has encountered an unknown error.")
- If the problem only occurs when you try and play/download a particular file and if so, the name of the playlist/asset 

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