How do I listen online?
To listen online just click the icon on the top right of the screen labelled "Listen Live". This will launch the Galaxy player as a new window and start the streaming.

What do I need?
Please check that your computer has the correct software installed. (All the software required is completely free.)

You need to have Windows Media Player installed on your computer. Most computers usually have this installed already, but to check that you've got the latest version click here.

If you are a MAC user then you need to make sure that you have Flip4Mac installed: http://www.flip4mac.com/wmv_download.htm

We recommend the following as a minimum specification for you to listen online:
speakers or headphones
166MHz processor or higher
16-bit soundcard
56 kbps modem, though a broadband connection is ideal.

You need to be accessing the site on one of the following browsers:
Internet Explorer - version 6 or 7 (PC)
Firefox - version 2.0 (PC, Mac, Ubuntu, Linux)

The Listen Live player isn't being launched!
If you are running a Pop-up Blocker or ad-removal software this might prevent the Galaxy Listen Live Player loading, as it opens in a new window. You don't have to uninstall the Pop-up Blocker, just add us to your list of trusted sites. To do this go to Tools>Pop-up Blocker settings and add the following URL to the trusted list: http://listen.galaxynortheast.co.uk

The Listen Live player launches, but the stream doesn't start!
If you are at work, your company may have a 'firewall' enabled to securely protect its internal data. Sometimes your company's 'proxy' settings may be set in such a way that they prevent external streaming sources from occurring. If this is the case you will need to talk to your company's IT department.

Why can’t I hear anything?
If the player connects, buffers and starts playing but you hear no audio you should check that the volume on your media player is turned up and that your speakers are connected and turned on. Then go to your control panel, sounds and audio devices and check that your sound playback device is set to the correct sound card. You should also check the sound volume options and make sure your sound card is faded up and not muted.

I see a message about plug-ins - what does this mean?
Some browsers require additional files in order to stream online radio. When attempting to listen via Mozilla Firefox, you may encounter a message about missing plug-ins. The same message may occur if you have recently updated your browser to a new version. In most cases, re-installing Windows Media Player will also install the necessary the plug-ins. Download the latest version here

Why does the stream keep buffering?
If you are on 56K dial up (not Broadband!) you may find the stream keeps stopping, buffering or is very slow to load in the first place. Please check your internet connection speed, as slow connections and older dial up modems can cause the audio to "never" play or constantly buffer. If you are using a dial-up connection (modem), you will usually get varying connection speeds. Often, the speed is much faster than your 56k modem is capable of producing.

Can you give me the direct URL of your audio stream?
We can only offer support for streaming via the Galaxy Listen Live Player, but if you own a SONOS system, or wish to manually enter the Galaxy North East direct stream address into your Windows Media Player, you will need to copy and enter the following URL: http://mediaweb.musicradio.com/Show.asx?StreamID=161

Do I need to refresh the stream?
Sometimes, the stream may stop working for an unknown reason, or if Windows Media Player tries to load or play another piece of Media. If it continually buffers and you are on a fast connection; try refreshing the stream by closing Windows Media Player and starting it again.

I’m not in the UK, why can’t I listen?
If you live abroad you will probably have noticed a couple of changes with the way you can listen online. This has happened because of a change in the way we are allowed by the music industry to stream on the Internet. Due to new licensing laws we can no longer offer our radio station listen live streams outside of the UK. Sorry. For the majority of listeners, the change will be invisible, as we will able to automatically verify that the network you're connected to is in the UK, and allow you to listen live.

I use AOL, why won’t it work?
AOL users might also have difficulties, as AOL's IP address is registered as being in another country, in this case the United States. AOL users should contact AOL to ask if there a work-around to this problem.

Does the stream work on macs?
If you are a MAC user you may see a message saying that MAC OSX does not support mms file formats. This is correct, but shouldn't stop you listening!
First of all, you need to make sure that you have the correct version of Windows Media Player installed. This is determined by the OS of your Mac:
For Mac OS 8.1 and higher you will need Windows Media Player 7.1
For Mac OS X you will need Windows Media Player 9 and above.
You will also need another piece of software called Flip4Mac. Though Microsoft don't support Safari, they do recommend using the Flip4Mac plugin.
Download it at: http://www.flip4mac.com/wmv_download.htm
Most versions of MacOS can use version 2.1.3, but if you're running MacOS X Leopard (10.5) then you need the beta version 2.2.

I've checked all of the above, but I'm still not hearing Galaxy!
If you are still experiencing problems, please send us your IP address and details of who your ISP (Internet Service Provider) is. You can find out what your IP address is at: www.whatismyip.com

Email these details to Galaxy.Website@galaxyfm.co.uk and we will run a trace on your connection to try and further diagnose your problem.

I've emailed you a question and haven't heard back from you. Why not?
We wish we could respond to everyone immediately, but we do not have 24/7 customer support. We appreciate all feedback and do try to get back to everyone eventually.

Happy listening!