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Doug Nelson 06-14-2009 09:27 AM

Troubleshooting your RP LIVE viewing
Just some general tips and observations that might help.

RetouchPRO LIVE can happen because I'm basically repurposing apps that were not designed for what we're doing. Also, keep in mind that RetouchPRO is not some media or publishing company with a staff of trained professionals, it's just me (and I'm still in training, but striving to act professional).

While it does work, it means the workflow can be clumsy, and this sometimes spills over to the viewer.

I handle registration completely by hand (so far). So yes, it may take a few hours for your confirmation, especially if you register while I'm asleep. But I do clear all that I have an hour before broadcast. Then I close my email client, since I'm also host and engineer and need time to get things started.

A typical event will have me juggling over a thousand emails, so the best thing you can do here is to not send an email every five minutes demanding to know why your confirmation hasn't arrived yet. One will suffice. And if you waited until an hour before showtime to finish registering, I'm sorry. Just send me an email with your paypal transaction info and I'll refund your ticket price.

There are 2 steps to registering.
  1. You authorize payment via paypal
  2. You register with the actual broadcast website via clicking on a link in the email I'll send you

90% of registration problems are due to skipping step 2. The remainder are due to registering with a different identity than you paid with (there's a text box on the payment form for you to tell me if you'll be registering as someone else), or spam filters.

If you've clicked on the registration link in the email (step 2 above) you will, again possibly a few hours later, receive an email with the URL to actually view the event. If you can't connect then, I suggest going to and using their toll-free tech support number (they've actually invited your calls).

Here are some things that have caused connection problems for some:
  • Firewalls
  • Java out of date
  • Norton utilities "protecting" you
  • Slow broadband (this can also cause audio problems)

Doug Nelson 11-07-2009 10:05 AM

Re: Troubleshooting your RP LIVE viewing
Please verify you have the latest Java installed and active. The #1 reason for connection failure is no Java.

khsdt 12-22-2010 08:57 AM

Re: Troubleshooting your RP LIVE viewing
I had none of problems mentioned above.
Finally, by switching off UAC on my Vista machine I was able to install and connect.
Maybe Doug can add this to the problem/solution area.

See also:

The sad thing about this is, that this problem is more than one year old !!!

Greetings, KH

glennab 03-28-2011 04:04 PM

Re: Troubleshooting your RP LIVE viewing
Hi Doug

I've had no problems with the webinars except for operator error. You're an awesome janitor! I really appreciate the webinars. You may one day make me a guru. Maybe…


wasco55 04-23-2011 10:05 PM

Re: Troubleshooting your RP LIVE viewing
I live in Norway, an this is the message I get on my screen This rent video is currently unavailable in your country.

Doug Nelson 04-24-2011 08:10 AM

Re: Troubleshooting your RP LIVE viewing

wasco55 04-24-2011 08:24 AM

Re: Troubleshooting your RP LIVE viewing

Originally Posted by Doug Nelson (Post 289938)

Thanks so I just have to wait:depressed

Brockery 12-03-2011 03:23 AM

Re: Troubleshooting your RP LIVE viewing

Doug Nelson 12-03-2011 06:24 AM

Re: Troubleshooting your RP LIVE viewing

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