Frequently Asked Questions

Yes, Octoshape plug-ins are available for both Mac OS X and Linux. The Linux plug-in is still a BETA version it may not work for all users.
Read more about the Mac plug-in.
Read more about the Linux beta plug-in.

1.6. Can several users on the same machine use Octoshape Streaming Services?

Yes, but each user will have to install the plug-in and accept the End User License Agreement individually.

2. Installation and Uninstallation

2.1. I don't have Java, what do I do?

The Octoshape plug-in is a Java-application, and as such needs a Java Virtual Machine to run. You can install Java from the java.com website.

2.2. The Octoshape installer claims I have not installed Java, but I know I have. What do I do?

Your Java version may be installed in such a way that the Octoshape Streaming Services plug-in is unable to locate it. To solve this problem, re-install Java: (http://www.java.com/en/download/windows_automatic.jsp).

2.3. When I install Java, I get this error message: "Cannot proceed with current Internet proxy settings". What do I do?

We refer to Sun's web-site: http://java.com/en/download/help/connect_proxy.jsp

2.4. Why does my firewall pop up asking if OctoshapeClient.exe should be granted access to the Internet?

In order to receive streaming data, the plug-in has to communicate with other hosts on the internet. This may trigger warnings or prompts from your firewall-software. It is important that you grant the Octoshape plug-in access to the internet.

2.5. How do I uninstall Octoshape Streaming Services?

In the 'Start' menu > 'Programs' > 'Octoshape Streaming Services' you select 'Uninstall Octoshape Streaming Services'.

3. Running the Octoshape plug-in

3.1. How can I see if the Octoshape Streaming Services plug-in is running?

When the plug-in is running you will see the small Octoshape icon

in the lower right corner of your screen (in the System tray). Usually the plug-in will launch itself whenever Windows starts. However, you can launch it manually from the "Start" menu.

3.2. I have Windows Vista and I am repeatedly told to 'Get the Plug-In' even though the Octoshape plug-in is installed and running, what do I do?

We are currently looking into this problem here at Octoshape. In the meantime you can play from this page: Octoshape protocol play.

3.3. What do I do if my computer is suddenly very slow?

Most likely the problem has nothing to do with Octoshape Streaming Services. To check if the Octoshape Streaming Services plug-in is causing the problem you must either reboot your computer or terminate the OctohapeClient.exe process from the Windows Task Manager. To do this, press Ctrl-alt-del simultaneously, open the task manager, select the process called 'OctoshapeClient.exe' and press 'end task'.

3.4. Octoshape is preventing my computer from shutting down, and I get a dialog box with a title saying something like '... TRd ww ...'?

You probably have a third party application called 'Total Recorder' (used to grab streams) installed. Look here for a resolution.

3.5. Where does the Octoshape plugin obtain its proxy settings from?

The plugin uses the proxy settings of Internet Explorer. On versions of Windows prior to Windows 2000 service pack 3 and Windows XP service pack 1, the plugin is not able to detect proxy settings automatically, even if Internet Explorer is configured to use a proxy.

3.6. There is a red cross over the Octoshape system tray icon and the tool tip message reads "Could not contact update server". What should I do?

This happens when the plugin could not establish a connection to the internet. This can be caused by a number af reasons:
1) You have no open internet connection available
2) You have blocked the Octoshape Plug-in in your firewall (see this question)
3) You do not have valid proxy settings (see this question).

4. Playing a stream

4.1. How can I see if the Octoshape Streaming Services plugin is playing a stream?

If you hover your mouse cursor over the Octoshape icon you will see a tool tip telling you the current state of the plug-in (for instance, 'Ready to Play', 'Playing', 'Contacting update server', etc. ).
You can see where to find the Octoshape icon in the answer to the question 'How can I see if the Octoshape Streaming Services plug-in is running?'.

4.2. Windows Media Player only plays the audio of a video stream, what's wrong?

Most likely, the stream you're trying to watch, is encoded in a format Windows media player does not support. Go to the Windows Media Player website, update Windows Media Player, restart your computer and try watching the stream again.

4.3. I want to play the streams in my favourite player, XXX, but it doesn't work?

Any media player can be used, if it can connect to a media server and play an 'ASF' stream. Some users experience problems with Winamp, but this is usually due to a lacking ASF codec.

4.4. I want to listen to more than one channel, but only one is played.

The Octoshape plug-in only allows one channel to be played at a time. If you really want to listen to more than one channel, and your internet connection has the nessecary bandwidth, you can launch a second (different) version of the plug-in (e.g. a beta version).

4.5. When I try to play a stream, I get this message: "This stream cannot be viewed in your country."

Due to licensing restrictions, some broadcasters cannot legally broadcast some of their content in all countries. To prevent this, some channels cannot be seen via Internet connections that are situated in countries that may not receive the broadcast. Such restrictions are agreements between the broadcaster and their content providers and as such Octoshape has no influence on this matter. We simply enforce the restriction on request. If you believe you are in fact in a country that should have access to the content, please contact support@octoshape.com

4.6. Why do I get a stream with a lower bitrate than the one I have selected?

If you are playing an Octoshape channel that has multiple bitrates, the Octoshape plug-in will try to play the bitrate you have selected, but if this bitrate is too demanding for your internet connection the plug-in will choose a lower bitrate stream.

4.7. When I try to watch a video embedded in a webpage with the Firefox browser the image and/or the media player controls are cut off. Is this error related to Octoshape?

No, it is a compatibility problem between Windows Media Player 11 and the Firefox browser. This Firefox browser plug-in from Microsoft should solve the issue: Windows Media Player Firefox plugin.

4.8. I updated Firefox and now I can't play Octoshape streams, how do I fix it?

Restart the Octoshape plug-in. This will allow it to register the new version of Firefox.

5. Settings

5.1. Where do I find the settings menu?

When Octoshape Streaming Services is running, you can find the settings menu by right clicking the Octoshape icon in the systray (the lower right corner of the screen) and select 'Settings'.

5.2. If I don't have the 'Octoshape recommended player' will I have to install a new player?

Most likely, you will not need a new player. The 'Octoshape recommended player' setting will make Octoshape Streaming Services use the media player with the best compatibility, among the media players already installed on your system. You will only need to install a new media player if it is mentioned in the requirements.

5.3. If I don't have the 'Octoshape recommended browser' will I have to install a new browser?

Most likely, you will not need a new browser. Like in the case of 'Octoshape recommended player' (se answer above) Octoshape Streaming Services will choose among the browsers you already have installed on your system.

5.4. What does 'Start normally' mean, and why should Octoshape Streaming Services do anything at all when my computer starts up?

The 'Start normally' setting makes the Octoshape Streaming Services plug-in start along with Windows, retrieve possible updates, and then enter idle mode. When the Octoshape Streaming Services plug-in is in idle mode you will be able to play a stream whenever you feel like it, without waiting for the Octoshape Streaming Services to start up or check for updates.

5.5. What does it mean when the Octoshape Streaming Services plug-in is in idle mode?

When the Octoshape Streaming Services plug-in is in idle mode it awaits your streaming requests. Until you start streaming something, the plug-in is completely passive. But running the plug-in in idle mode ensures that streaming begins as soon as you request it. If you set the plug-in to automatically exit when it is not used (i.e. not enter idle mode), you will experience an initial short delay in the streaming, as the plug-in is loading.

6. Privacy

6.1. Will other users know my IP-address?

When streaming, the Octoshape Streaming Services plug-in will be communicating with other hosts on the network. This includes the Octoshape servers and the computers of other users. All of these hosts will know your IP-address, and your computer will know theirs. This is simply the way things work on the internet, and there is nothing unusual about that. However, the other users you are communicating with, will not know your name, your e-mail address or any other information you may have provided Octoshape ApS.

6.2. Will Octoshape ApS know my IP-address?

Yes, Octoshape ApS will know your IP-address and be able to pair it with your name and e-mail address if, and only if, you have provided Octoshape with this information. Any information received from users, is treated as highly confidential. We refer to our privacy statement here: Privacy statement.