Streaming Troubleshooting Guide.
Step 1: - Check your environment to correspond to
our "System Requirements".
Click here to view a complete list of system
requirements.
Step 2: - Fix/Clear potentially corrupted Digital
Rights Management (DRM) Components
of your Media Player.
Please perform the following steps:
1. Close your Windows Media Player and ALL instances
of your web browser
2. Delete ALL the files from the following directory:
select location based on your OS
Windows Vista: C:\Program Data\Microsoft\Windows\DRM\
Windows XP or 2000: C:\Documents and Settings\All Users\DRM\
Windows 98SE or ME: C:\Windows\DRM\
If you prefer to use our script that would perform this task, please follow this link:
DRM FIX SCRIPT.
Once you have cleared DRM directory try playback of this test clip:
DRM TEST CLIP.
If you can play the clip, you shoul be ready to successfully Playback video from
our site.
(If you are prompted to upgrade security components, please do so).
If the issue persists, repeat (2) and follow (3).
3. Fully reinstall Windows Media Player (http://windowsmedia.com/download)
(Only if you can not playback after performing (1) ).
If you are unable to locate any files in the DRM directory or the directory itself,
perform the following:
a. Start Windows Explorer.
b. Click Tools, click Folder Options, and then click the View tab.
c. In the Advanced Settings box, under Hidden files and folders, click Show hidden
files and folders (if it is not already selected), and then click OK.
d. Uncheck "Hide protected operating system files"
e. Click "OK"
Step 3: - Check version of your Windows Media Player
We do require Windows Media Player Version 9 or later.
For the ultimate viewing experience, version 10 or later is recommended.
Click here to donwload the latest version.
Step 4: - Check your Windows Media Player (WMP) Settings:
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Privacy Settings:
WMP Menu->Tools->Options->
Privacy (tab)
Please make sure that your settings correspond to the picture to the right(click on the picture to enlarge)
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Network Settings:
WMP Menu->Tools->Options->
Network (tab)
Please make sure that your settings correspond to the picture to the right(click on the picture to enlarge)
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Performance Settings:
WMP Menu->Tools->Options->
Performance (tab)
Please make sure that your settings correspond to the picture to the right(click on the picture to enlarge)
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Still Having Trouble Streaming? Few other things to look at and check:
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Do you access the Internet through AOL or MSN application?
If so, try closing AOL or MSN application and access Internet directly (through your ISP) and regular Web Browser
(MS Internet Explorer, Netscape Navigator, Firefox, etc.)
-
Do you access the Internet through a firewall, proxy or broadband router?
If so, try temporarilty disabling firewall, proxy and/or connecting direcly to your DSL or Cable modem bypassing your Router.
Do you have "License Acquisition Window" with a login prompt displayed every time you try to watch Pay Per Minute Streaming?:
Your Cookies may be disabled or cookie security setting may be too high.
Please go to your browser's privacy settings and check to make sure your cookies are enabled and Security Level/Zone is set to maximum of "Medium High"
Do you have "License Acquisition Window" with a text "License Acquired" displayed every time you try to watch Pay Per Minute Streaming?:
Your Media Player Privacy Settings need to be adjusted.
Please follow Step 2 in the guide at teh top of this page
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