Troubleshooting

While it can be hard to figure out why something isn’t working, we try to help figure out what might be happening. Here are some of the most common questions we get asked. If your question isn’t here, or you need help please contact us. We will do our best to help fix the issue.

I don’t hear streaming audio on my desktop.

If you are having issues listening to a stream via your desktop browser please try the following troubleshooting tips. Due to new privacy and security laws in the EU browsers have globally updated and restricted settings. Typically most issues with web-based listening are due to a configuration of your browser and these new settings.

Ad Block plug-in – If you are using an ad-blocker it can recognize the NPR player as an ad. This can remove the play button. If you have an ad-blocker installed or have a setting in your browser to “not play scripts” try turning that off and reload the webpage. (You might need to clear the cache in order to see changes.)

Incognito or Privacy Mode – try using the Incognito or Privacy mode of your browser. If you are able to listen in this mode, then there is a setting in your browser that is causing the conflict.

Try a different browser- sometimes issues are simply compatibility with the browser version.

Is the computer hardwired to the internet? If you are using a laptop and relying on Wi-Fi you might experience issues if ‘dead zones’ or places in your home where the signal is not very strong. This can stop and restart a stream due to buffering running out and reconnecting.

If none of these works then it might be a Virus Protection or Firewall that is blocking the stream or the code that the player uses. This isn’t as common, but it does happen. Sometimes a Windows update or Virus Protection update thinks the player is ‘unknown’. If you temporarily turn off your protection and refresh the stream resumes, then the conflict is due to a firewall or virus protection.

Hearing the Pre-Roll Sponsor block too many times!

Sponsor Pre-Rolls are set to play every 90 minutes, or on reconnect. If you are hearing the audio playing more frequently then there is a disruption in your connection. This can happen when listening on WiFi or mobile devices. If your phone switches towers or your home Wifi blips, then it can cause a new “handshake” triggering the pre-roll to play again.

If you experience this, try listening from a wired connection or desktop. While we try to keep our pre-rolls to a minimum, sometimes the technology causes issues we cant prevent.

I don’t want to use the website, do you have alternative streams?

Why yes, yes we do! We have direct stream URLs to our streaming service. You can use these URLs in your player of choice or just open them in a tab in your browser to listen with a “website free” experience.

I’ve activated Passport in the past but I can’t remember my login

The Passport Lookup Tool can help! Click here and enter the email address you provided to WXXI. Click the blue “Look up my account” button to get an email with login help. If you don’t get an email, you may have signed up with another email address.

How do I watch Passport on my smart device?

Simply download the PBS app and enter your login. For instructions, select the specific device or platform on the help page.

I have more questions about Passport!

PBS Help is available around the clock with additional FAQ, troubleshooting advice and more. You can also call the PBS Passport Help Line at 1-844-221-9994

And for personal assistance from WXXI, you’re always welcome to email us at passport@wxxi.org, or call the WXXI Member Hotline at (585) 258-0200 during business hours.

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