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Frequently Asked Questions

ITServices has gathered a listing of frequently asked questions. If you have a question that is not found on the list, please fill out the Online Help Form or call us at 613.533.6666.

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Q. How do I allow someone else to manage all of my content?

Submit a Help Form requesting to delegate your Streaming Service account and be sure to include the NetID(s) of anyone you are delegating your library to.
Q. How do I manage another library (e.g. departmental or someone for whom I am a delegate)?

Log into your account. At the top of the page, click the dropdown box to the right of your name and choose the library you would like to manage. Anything you do now will apply to this other library - don't forget to select your library when you're finished!
Q. Where can I find the streaming documentation?

Click here to go to the Enhanced Streaming Service documentation.
Q. What is my login and password?

Your Streaming Service login is your NetID and its password.
Q. What do I do if I've forgotten my streaming account password?

Follow the standard procedure to Reset Your NetID Password.
Q. Where do I upload my media files?

See the Uploading Content tutorial.
Q. Why don't see the option to upload content when following the Uploading Content tutorial?

You must have Flash installed to use Ensemble. Download the latest version of Flash.
Q. How do I know how much space I am using in my account?

Follow the tutorial for Checking Your Quota.
Q. Why do I get an error saying my file can't be found when I've just uploaded it and it's listed in my Media Library as "Ready"?

After uploading a video, it will be displayed in the Media Library with a "Ready" status, but you may encounter an error when attempting to play it. This is because the video is still being processed. Processing takes approximately as long as the length of the video. (e.g. A 3 minute video will take ~3 minutes to process and a 40 minute video will take ~40 minutes to process.)
Q. Is live streaming supported?

ITServices does not support live streaming as a service. We are investigating the options and would like to have a better understanding on what the implications are if we make it available to the community.

Contact streaming@queensu.ca if you want to participate in a pilot project.
Q. Can I stream just audio?

Yes, you can stream MP3 and AAC files from your account.

Follow the tutorial on Embedding Content.
Q. File names: can I have spaces and special characters in my file names?

Any character allowed in a file name by your operating system can be uploaded.
Q. How do I change or transfer ownership of a departmental streaming account?

Submit an Online Help Form; include the NetID of the person the account should be transferred to.
Q. I no longer need my streaming account, how do I delete it?

Please submit an Online Help Form , asking to delete your streaming account.
Q. How do I get a course account?

Course content can now be uploaded to your personal account because the personal account quota has increased from 1GB to 15GB.
Q. Where is the content from the course account I had in the Original Streaming Service?

Course account content were moved to the Enhanced Streaming Service library of the person who sponsored the course account. In some cases, this may be your ITAdmin Rep. If you cannot find your old course content, contact the IT Support Centre.
Q. A video won't play for me. Any suggestions?

There are many possible answers. We suggest following our Viewing a Video tutorial. If our test video does not play after completing the tutorial, please contact the IT Support Centre for additional assistance. If our video does play, the problem is probably with the way the video was added to the page. In this case, please contact the maintainer of the site where the video is located.

Kingston, Ontario, Canada K7L 3N6 613.533.2000