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Listen Live Troubleshooting

If you are unable to Listen Live, and your internet service provider (ISP) is Verizon FIOS and you have Windows 7, there is a good chance that the problem is with a setting in your FIOS router.  As a Verizon FIOS customer, you must change that setting yourself, by accessing the router from your computer.  The steps outlined below will guide you through finding and changing the necessary setting, but please be aware that this likely will not be a five minute process, and may require that you contact Verizon FIOS technical support.  It is recommended that you find a block of time that you can devote to this issue, and that you read through all the steps described before beginning.  If you need assistance with these steps, personnel from the VPC web team may be able to help you telephonically; please email webmaster@viennapres.org with contact information so we may contact you by telephone.

Please note that this problem occurs only with Windows 7.  However, if you had a home network with multiple computers which worked with Listen Live, prior to Windows 7, and you upgraded one or more of the computers to Windows 7, none of the computers in the network (even ones still operating with XP or Vista) will now work with Listen Live.  You will need to update the router as described below.

Getting Started

In order to update the setting in your Verizon FIOS router, you must first be able to access your router from your computer.  To do this you will need three pieces of information, identified below.  If you don't already have this information, this will likely be the most difficult part of this procedure.  Remember, you are just collecting the information for now.

The information you will need is as follows:

  • The URL (or web address) of your router (4 numbers separated by dots, such as "192.168.1.1");
  • Your router's User Name; and
  • Your router's password.

This information may be obtained through one of several sources:

  1. In some cases, when your Verizon FIOS installation was made, information about your router was made available to you via a "FIOS Service Summary" document, stored on your computer.  There are several ways you can see if you have this document:
    • Look on your desktop for an icon or a link to the "FIOS Service Summary".  If it exists you can access the document via this link.
    • If you don't find such an icon or link on your desktop, you can look on your computer's hard drive in the following folder:  C:/Program Files/Verizon/TechWizard/info.html; click on this file to open the FIOS Service Summary document.
    • You can also use your computer's Search facility to look for this document.  Click on the Start icon in the lower left corner of the screen, and enter "FIOS Service Summary" in the search box.  If a match is found, click on the matching document.
    The FIOS Service Summary document, in the "My Router" section, contains all three pieces of information (URL, User Name, Password) required to access your router.  This information should be accurate, unless you have previously accessed the router and changed the Username or Password, or unless Verizon has updated the Username or Password.
  2. Verizon FIOS has automated many of its functions for internet, telephone and TV.  These features are made available to you through a software program called "Verizon In-Home Agent".  You may use this program to obtain router information.
    • Look for an icon for Vz In-Home Agent on your desktop.  When you select that icon, the program will check for updates.  If you have not used the program recently (or have never used it), it is likely to need updates, if not a complete program replacement.  Follow on-screen directions from Verizon for download and installation of updates.
    • If you do not have the Verizon In-Home Agent, you can download it free from the Verizon website.  Follow on-screen directions from Verizon for download and installation of the program.
    Once the In-Home Agenct has been installed and updated, you may click on the desktop icon to run the program.
    • You may need to login to the Agent if this is the first time you have used it.  The User Name and Password are the same as your Verizon email account.
    • When you start the In-Home Agent, the main menu will appear.  Select the Internet option.
    • Near the bottom of the screen, select "Your Verizon FIOS Router".
    • Under Quick Links, select "How to Login into my Router".
    • The next screen will display the router's URL, User Name, and Password.  The Password given here is the Password that was set up when the router was installed.  If you or Verizon have previously changed the Username or Password, you will need to use the new one instead.
  3. If you are unable to locate the FIOS Service Summary document, or if you do not have Verizon In-Home Agent, or if attempts to access the router (as described below) are unsuccessful, you will need to contact Verizon FIOS Technical Support.  The FIOS support number is 888-881-8161.  Select the option for Internet Tech Support.  You will need to obtain all three pieces of information described above.

Updating Your Router

The steps below are required to insure your Verizon FIOS settings are correct so that you can access Listen Live.  Remember, these changes apply only to Windows 7 users.  In order to complete these steps, you must first obtain your router's URL, User Name, and Password; see the "Getting Started" section above.  Once you have this information, complete these steps:

  1. Log into your FIOS router.
    • Open your internet browser and type the router's URL (such as "192.168.1.1") into the top URL or address line of the browser.  Press the <Enter> key.
    • You should see a Logon screen; enter the router's User Name and Password.
  2. Select the "Advanced" tab from the horizontal menu at the top.
    • You will see a warning that "Any changes made in this section may affect your router's performance and configuration.  Do you want to proceed?"
    • Select Yes.
  3. Find and Select Universal Plug-and-Play.
  4. If the first option, "Allow Other Network Users to Control Wireless Broadband Router's Network Features" is checked, this is likely the cause of your Listen Live connection problem.
    • Uncheck the option cited above.
    • Click Apply to apply changes.
    • Click Yes on the Advanced Tab screen.
    • Click Logout in the left-side menu.
    • Close the browser window.
  5. Try Listen Live again. Be sure you retry during a time period when a broadcast is being made.

Did This Fix the Problem?

After completing the process described above, you may verify the results with either of the following:

  • Try accessing Listen Live again, at a time when a broadcast is being made; or
  • Send an email to webmaster@viennapres.org and request a test/simulation of Listen Live without having to wait for another live broadcast.  Provide your telephone number and we will contact you to conduct a test where we launch the Listen Live function with music.

We want to know if this procedure worked for you, so please let us know your experience and results by sending an email to webmaster@viennapres.org.


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