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Web browser's diagnostics

If you encounter any problem listening to our webradios or browsing our websites, please check the following elements :

Javascript disabled

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Web browser

CCBot 2.0
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Flash Player

You have to update your Flash player to listen to our webradios.
You have to install flash player to listen to our webradios.

Cookies

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At work

Please note that some companies restrict access to our webradio. Contact your IT administrator for more information.

From home

If you use a firewall, an antivirus or parental control, it's possible that the webradio would be blocked. Try to temporary disable those softwares and see if that solves the issue.

FAQ

Here are some answers to the recurring problems that our listeners may experience:

I can't listen to the webradio at all. I can't hear anything.

All browsers
If the player says "Ready", try to click on the "Play" button.
If this doesn't work, try to refresh the page by pressing Ctrl+F5 (Windows) or Apple(Command)+R (Mac).
Web Radios (Sonos, Bose Soundtouch, Logitech Squeezebox, Reciva, etc)
We have contacted all the providers and the radios should once more be available on these machines.
Nonetheless, please be aware that some radio stations have changed name. You will probably need to erase your presets, search for the radio station and save the new links.
For the web radios that use vTuner, here are the information of our stations as shown on their website:
- 98.5 FM Montreal, Location : Verdun QC Canada, Genre : Talk.
- Rythme FM 105.7 Montreal, Location : Montreal QC Canada, Genre : Pop
- CKOI 96.9 Montreal, Location : Montreal QC Canada, Genre : Top 40
- The Beat 92.5, Location : Montreal QC Canada, Genre : Soft Rock/Pop
- FM93, Location : Quebec QC Canada, Genre : Talk
- M FM 102.9, Location : Quebec QC Canada, Genre : Pop
- CKOB 106.9 FM Mauricie, Location : Trois-Rivieres QC Canada, Genre : Talk
- CKOF 104.7 FM, Location : Gatineau QC Canada, Genre : Talk
- CKOY 107.7, Location : Sherbrook QC Canada, Genre : Talk
- CIME FM 103.9, Location : Saint-Jerome QC Canada, Genre : Pop
- Rythme FM 100.1 Mauricie, Location : Trois-Rivieres QC Canada, Genre : Pop
- Rythme FM 93.7 Sherbrooke, Location : Sherbrooke QC Canada, Genre : Pop
- Rythme FM 98.3: TBD
- Rythme FM Abitibi 96.5: TBD
- Rythme FM Outaouais 97.1: TBD
- Radio Circulation CKAC AM 730, Location : Montreal QC Canada, Genre : News
Internet Explorer
It is possible that the security options are set too high, which blocks javascript.
To verify and fix:
1. Right-click with your mouse at the top of Internet Explorer's window. Select "Menu Bar".
2. In the tab Tools, select "Internet Options".
3. In the window that appears, click on the "Security" tab. Make sure the security level is not set to "Maximum". If it is the case, reduce it to about half, which is "Medium-high". Click on ok.
4. Close and restart Internet Explorer and verify if that fixes the problem.
Firefox / Chrome
If your browser has been opened for a long time, try closing and restarting it. If that doesn't fix the problem, try restarting your computer.
Verify if you have plugins or add-ons installed that would block Flash. Try deactivating them temporarily and verify if that fixes the problem.
Chrome on Android
We are aware that the webradio stops when closing the screen or going to another tab. We are working on fixing this issue. Meanwhile, please use our Android mobile app Cogeco Radio.
Ad Blockers (AdBlock Plus)
Usually, the ad blockers do not affect the radio, but sometimes they block a request and that prevents the radio to start. Try to deactivate temporarily the ad block and verify if that fixes the problem.
Avast (antivirus)
If you have AVAST installed with the WEB agent activated, you need to add akamaihd.net to the exclusion list of the analysis.
Kaspersky (antivirus)
If the loading bar blocks halfway through, it is possible that Kaspersky blocks some javascripts. Try adding akamaihd.net to the exclusion list of the analysis and see if that fixes the problem.
Flash is blocked or is activated on request only
Our webradio uses the HLS format. On computers, the format is usually read using Flash. Please make sure Flash is not blocked. Go in your list of plugins and make sure the plugin Shockwave Flash is set to "Always activated".
On mobile devices, the HLS format is often read natively by the browser. If you have problems with Flash on mobile, please use our mobile app Cogeco Radio (Android et iOS).
Other
If your browser has been opened for several days, try closing and restarting it. If that doesn't fix the problem, try restarting your computer.
If your browser doesn't support HTML5 nor Flash, try using another browser like Chrome or Firefox.

I can't listen to the radio, but I can listen to the audio segments.

Flash is blocked or is activated on request only
Our webradio uses the HLS format. On computers, the format is usually read using Flash. Please make sure Flash is not blocked. Go in your list of plugins and make sure the plugin Shockwave Flash is set to "Always activated".
On mobile devices, the HLS format is often read natively by the browser. If you have problems with Flash on mobile, please use our mobile app Cogeco Radio (Android et iOS).

The radio cuts often.

I listen using WIFI
Try plugging in an ethernet cable (a blue cable) into your computer to connect to internet using a direct connection.
Otherwise, it is possible that your WIFI conflicts with your neighbour's. Verify if you can change the router's frequency and verify if that fixes the problem.
I listen using my mobile data plan (2G, 3G, 4G, LTE, etc)
If you are listening from a mobile device and you are on the move, it is possible that the stenght of your signal varies. If it falls too short, you may experience cuts in the stream.
Also, if you are inside a building with a metallic structure or thick walls, the signal may have a hard time reaching your device. In this case, you may also experience cuts in the stream.
The radio constantly buffers.
The new player indicates the buffering process (with a loop around the Play button). If it is the case, try restarting your router or try changing its frequency.
Bad buffering can be due to many different reasons: a bad internet connexion, a wire incorrectly or partially plugged, a firewall restriction, a network latency. It can also be caused if your machine's CPU is completely used.
If your machine seems barely responsive, try closing applications and see if that fixes the problem.

I have problems with the mobile app Cogeco Radio

The app crashes
On iOS, if you have less than 500 Mb of free space, the app might crash when listening to the radio or to audio files. Try freeing up some space and verify if that fixes the problem.
Otherwise, verify your Internet connection.
The radio doesn't start
Please make sure you have the latest version of the application.
Android
iOS
The radio cuts or skips
Please verify your Internet connection
The radio stops after a couple of seconds on Android
Verify that you are not in power saving mode.
Also, there exists applications that lets you optimize the battery usage, but that also cuts the radio. Try to deactivate it and see if that fixes the problem.

Contact us

If the diagnosis appears to be successful but the technical problem persists, you may contact us by describing the encountered problem:
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