Registration and Login
Using this Site
Using Video in this Site
Troubleshooting
Browser and System Requirements
Contact Information


Question or problem?
E-mail help@dkv.columbia.edu.
A response will be given
within one business day.
Important information for Windows XP users.
Important information for AOL users.
 
Top Questions
How do I retrieve a lost user ID or password?
Why doesn't my login work?
How do I print?
How do I view a video?
How do I make the text larger?
 
 
 
Registration and Login
Lost user ID or password
Login not working

Using this Site
Printing screens or documents
Saving documents
Using search
Viewing portable documents (PDFs)

Using Video in this Site
Viewing video
Video bandwidth options
Listening to audio
  Troubleshooting
Making the text larger
Flickering bar at the top or bottom of video window
Making a page load faster
Strange colors while playing sample video
JavaScript error messages
Plug-in error messages
Broken link or site not found
RealOne Player login prompt

Browser and System Requirements
System requirements
Using Netscape
Using Internet Explorer
Using AOL
Using Windows XP
Using OS X

Contact Information
Contact Customer Service
Providing feedback on the Site

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Registration and Login
Lost user ID or password
If you've lost your user ID or password, please e-mail Customer Service at help@dkv.columbia.edu with your full name and the name of the site you are trying to access.
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Login not working
Your user ID and password are case sensitive. They must be typed exactly as you entered them at enrollment. If your login is still not working, please e-mail Customer Service at help@dkv.columbia.edu with your full name and the name of the site you are trying to access.
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Using this site
Printing screens or documents
Some screens in this site may have print buttons on them. If not, use the browser's "File" menu and select "Print." Alternatively, you may use Ctrl-P on the PC and Cmd-P on the Mac.

If the right-hand side of the page is being cut off, on a Mac you can reduce the print size or, on a PC or Mac, change the layout to "Landscape" following the directions below.

On the Mac: Reduce the print size
  1. Select "Page Setup" option from the "File" menu
  2. Click the "100%" next to the "Scaling" option. Change the setting to "90%."
On the PC: "Landscape" format
  1. Select "Print" from the "File" menu.
  2. If you use Internet Explorer, click on "Layout" and then select "Landscape." If you use Netscape, click on "Properties" and then select "Landscape."
  3. Click "Print" (Internet Explorer) or "OK" twice (Netscape). These new print settings will remain until you close your browser.
On the Mac: "Landscape" format
  1. Select "Page Setup" from the "File" menu.
  2. Select "Landscape."
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Saving documents
To save a PDF, you may use Ctrl-S on the PC and Cmd-S on the Mac. Alternatively, use the browser's File menu to select Save. To save a web page or a transcript, you may use Ctrl-S on the PC and Cmd-S on the Mac.
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Using search
Search terms in lowercase will match words in any case; otherwise, an exact case match is used. If you want an exact case match, use uppercase; if you want a more general search that is case neutral, use lowercase.
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Viewing video
In order to view video you will need the free RealPlayer plug-in, version 8 or higher. To get the plug-in, download now, and look in the fine print for the "Free Player" link. Click on the link and follow the downloading instructions. Long download times (up to 30 minutes) may be expected on a 56K modem.

It is not necessary or recommended that you purchase the premium versions of the RealPlayer plug-in that are featured on the RealPlayer site.

Macintosh users browsing with Internet Explorer may experience errors when playing RealPlayer files. You may want to use Netscape 4.7 or higher instead.

Some users may be prompted for login. Please enter your user ID and password to hear the audio. RealNetworks is working to fix this bug. You may either enter your user ID and password each time to watch the video or disable the Real browser by following these directions.

Video bandwidth options
All video is dynamically streamed to ensure proper playback on both 56K modem and high-speed connections (Cable, DSL, T1.)

If you do have a high-speed connection and you are still having problems playing video on high, then it's possible that your RealPlayer preferences are set to play only at lower speeds. On the other hand, if you are using a 56K modem and are experiencing "stuttering" video, then it is likely that your RealPlayer preferences are set to play at higher speeds. Upon installation, set RealPlayer for the type of connection you have and adjust its preferences accordingly.

If you had RealPlayer installed prior to upgrading your connection, it's possible your preferences do not match your connection speed. To easily change your settings, follow these steps:
  1. Launch the RealPlayer application.
  2. From the menu, select "View," and then select "Preferences."
  3. In the "Preferences" window, select the "Connection" tab.

  4. From the pull-down menu titled "Normal Bandwidth," select the type of connection are using.

  5. Click "OK," and try replaying the video.
Note: Directions may vary slightly for Mac users.

Keep in mind that with streaming video there may be some interference which can cause some dropout. This is not related to connection speed, but rather may be due to high traffic over the Internet, and is therefore unavoidable.
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Listening to audio
In order to hear audio, you will need the free RealPlayer plug-in. To get the plug-in, download now, and look in the fine print for the "Free Player" link. Click on the link and follow the downloading instructions. Long download times (up to half-hour) may be expected on a 56K modem.

Macintosh users browsing with Internet Explorer may experience errors when playing RealPlayer files. You may want to use Netscape 4.7 or higher instead.

Some users may be prompted for login. You may either enter your user ID and password each time to watch the video or disable the Real browser by following these directions.

If you have the RealPlayer plug-in and still cannot hear audio, make sure the volume of your computer is turned on. If it is and you can't hear anything, make sure you have a sound card and speakers. If you have a Mac, they're both built-in, but if you have a PC check your computer's documentation. Almost any computer built in the past five years has a sound card. If your machine has a sound card but no speakers, you can use a set of headphones from a Walkman or portable CD player—if your computer has a headphone plug-in port. You can find that port on your monitor or the back of your CPU. Note: The headphone jack on the front near CD-ROM drives only works for audio CDs.
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Viewing portable documents (PDFs)
Some excerpts are PDF files that require the free Adobe Acrobat Reader plug-in. Download now and follow the downloading instructions.
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Troubleshooting
Making the text larger
The target resolution for this site is 800x600 pixels. To change your resolution on a PC, right-click on the desktop and choose "Properties." Then, select the "Settings" tab and change the "Screen Area" slider. To change your resolution on a Mac, select "Control Panels-Monitors" from the Apple menu. Change the selection for the "Resolution."
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Flickering bar at the top or bottom of video window
If you experience distortion, such as white flickering bars while viewing video, try the following:
  1. Close the window in which the clip appears. Locate the RealPlayer application on your computer. Click on the icon to launch RealPlayer. In RealPlayer, select "Help" and choose "Check for Upgrade/Update" in the pull-down menu. A small window titled "AutoUpdate" will appear and check RealPlayer's site for updates.
  2. Once "AutoUpdate" has queried RealPlayer's site, it should return with a menu of options. Select "Video Drivers Update" if it is an available option. If it is not an available option, you have the latest update and should proceed to the section below.
  3. Click "OK."
  4. "AutoUpdate" will download a small file and automatically install it onto your machine.
  5. Attempt to play the video that was giving you trouble again. If it still does not display correctly, please proceed to the instructions below.
If "AutoUpdate" does not solve your problem:
  1. Select the "View" menu and choose "Preferences" from the pull-down menu.
  2. Click on the "Performance" tab from the list of menu items.
  3. In the "Video card compatibility" section, deselect/uncheck "Use optimized video display."
  4. Click "OK."
If you have further questions or problems, please e-mail Customer Service at help@dkv.columbia.edu.
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Making a page load faster
Downloading files and viewing pages mostly depends on your modem's connection speed. You might want to try logging in when fewer people are online—such as late at night or early in the morning. Also, faster computers will be able to display and run applications quicker. If your machine seems to be having problems or you experience delays running Netscape 4.x or higher, you may want to download Internet Explorer 5.x/6.x (PC) or 5.x (Mac). As a general rule, Internet Explorer is less memory-intensive than Netscape.
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Strange colors while playing sample video
Your display adapter may only be capable of rendering 256 colors, or, more likely, your display's control panel is set to 256 colors. If that is the case, set your display's control panel to thousands/millions of colors (Mac: select "Monitors" or "Monitors & Sound") or high color/16 bit (PC: select "Display" or right-click on the desktop and choose "Properties") to correct the problem. You'll need to quit and relaunch your browser to reset the colors. If your video hardware is not capable of displaying more than 256 colors at your chosen resolution, the video will still work, but it may be oddly colored and/or look slightly fragmented.
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JavaScript error messages
Make sure that you are using one of the required browsers for this site.
For PC: Netscape 4 or above or Internet Explorer 4 or above. For Macintosh: Netscape 4.7 or above or Internet Explorer 5 or above. If you are still getting this message, make sure JavaScript is enabled.
With Internet Explorer, look in "Internet Options–Security" in the "Tools" menu and use the "Custom Level" option to enable active scripting.
With Netscape, look in "Preferences" in the "Edit" Menu and use the "Advanced" option to enable JavaScript.
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Plug-in error messages
If you cannot view a video, slide show, interactive or PDF, you will receive a plug-in error. You will need to download the appropriate plug-in. Please select one of these to be taken to more detailed help information: RealPlayer Video, RealPlayer Audio, Flash Interactive, or Adobe Acrobat PDF.
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Broken link or site not found
While we make an effort to keep links to external sites up-to-date, they may change without our knowledge—or be temporarily offline. If you encounter a problem linking to an external site, please e-mail Customer Service at help@dkv.columbia.edu.
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RealOne login prompt
The most recent version of RealPlayer is equipped with its own browser which requires your user ID and password to play certain audio and video files. You may either enter your user ID and password each time or disable the RealOne browser by following these directions to change your preferences:
  1. Start the RealOne Player.
  2. In the "Media Browser" window, select the menu "Tools" and the "Preferences" option.
  3. Set "On Startup Display" pull-down menu to "Player only (no Media Browser)."
  4. Select "OK."
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Browser and System Requirements
System requirements
For IBM-Compatible PC
Windows 95 or later. Windows XP users, please read this important information.
64 MB of RAM (128 or higher recommended)
Monitor: 800x600 pixel resolution recommended
Connection: Internet service and 56K modem minimum
Browser: Internet Explorer 4 or above (Internet Explorer 5 strongly recommended) or Netscape 4 or above. Netscape 6 is not recommended, click here for more information.
Sound Card (if you can hear audio you have a sound card)
Plug-ins: RealPlayer 8 or later, Flash Player 5 or later, Adobe Acrobat Reader 5 or later

For Macintosh
MAC OS 8.6 or higher
64 MB of RAM (128 or higher recommended)
Monitor: 800x600 pixels resolution recommended
Connection: Internet service and 56K modem minimum
Browser: Internet Explorer 5 or above or Netscape 4.7 or above. Netscape 6 is not recommended, click here for more information.
Sound Card (if you can hear audio you have a sound card)
Plug-ins: RealPlayer 8 or later, Flash Player 5 or later, Adobe Acrobat Reader 5 or later
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Using Netscape
The Netscape browser is free. Download the latest version of Netscape or download the 4.7 version (PC or Mac) or higher and follow the simple download instructions.

We don't recommend Netscape 6 as it represents a major departure from previous Netscape browsers. As such, the web pages may not display as intended. These problems should not occur with earlier (e.g., Netscape 4.7) or later versions (e.g., Netscape 7 or above).
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Using Internet Explorer
The Internet Explorer browser is free. Download Internet Explorer 5.x/6.x (PC) or 5.x (Mac) and follow the simple download instructions. PC users, please be aware if you have a previous version of Internet Explorer, it will be overwritten if you download a later version.
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Using AOL
If you use AOL, you will need to use Netscape or Internet Explorer, not AOL's default, internal browser. Among other things, AOL's browser has known compatibility problems with Microsoft's new operating system, Windows XP.

After logging on to AOL, open Netscape or Internet Explorer in order to use this site. You may need to contact AOL to configure Netscape or Internet Explorer to work with AOL's proprietary software. Both Netscape and Explorer are free to download and use. In this scenario, you are connecting to the Internet with AOL's network but using Netscape or Internet Explorer to surf this site. You may prefer to use Internet Explorer 4.x and above because AOL's browser has the same look and feel. Just make sure you're still logged on to AOL. Do not log off when using Netscape or Internet Explorer.
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Using Windows XP
Windows XP has known compatibility problems with several programs, including Microsoft's own Internet Explorer 6 and Outlook. Windows XP also doesn't work well with AOL 6, McAfee VirusScan (through 5.21), Symantec Norton AntiVirus 2001, and Quicktime 5. It's impossible to say with any certainty that this is what is causing your problems. The best place to find out is to go to Microsoft's Windows XP Support Center website. If you're still having problems, you can e-mail Customer Service at help@dkv.columbia.edu.
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Using Mac OS X
If you are using Mac OS X, you will need the free RealOne player from RealNetworks (look in the fine print for the free player link) in order to watch the video. There are known stability and compatability problems with this player, but it should work in most cases.

To switch to Mac OS 9, choose "System Preferences" from the Apple Menu in the upper left corner of the screen. Once "System Preferences" launches, choose "Startup Disk" from the "View" menu. Choose a System 9 folder from the list that appears and click "Restart."
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Contact Information
Contact Customer Service
Please direct your comments, questions, and suggestions to Customer Service: help@dkv.columbia.edu.
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Providing feedback on this site
We welcome feedback on your experience. To provide comments, select "Feedback" in the navigation. To provide general comments, e-mail Customer Service at help@dkv.columbia.edu.
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