Video Support

Our most frequently asked questions...
•What are the minimum requirements to watch the live video streams?
•What if I get a "Disconnected" message or other error message in QuickTime?
•What if the video skips, freezes or breaks up?
•Can I still view the broadcast if I'm behind a firewall?
•What happens if I receive this message: "QuickTime is missing software required to perform this operation. Unfortunately, it is not available on the QuickTime server" ?
•Why can't I use Real Player or Windows Media Player to view broadcasts?
•If I quit viewing the broadcast, can I still log in later?
•Can I share my passport with other users?
•What is your refund policy?

What if I get a "Disconnected" message or other error message in QuickTime?
You could very well be behind a firewall that is preventing you from accessing the stream. First, try adjusting your QuickTime preferences with our quick tutorial. If that doesn't work, you might need to enter a different URL into QuickTime. Please submit a support request and let us know which broadcast you are trying to view.
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What if the video skips, freezes or breaks up?
If you shared your log-in information with anyone and your video stream stops altogether, it is likely that another user logged in with your credentials. If that is not the case, your network could be suffering from latency or other issues. Please submit a support request.
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Can I still view the broadcast if I'm behind a firewall?
Absolutely. Our broadcasts stream through Port 80, which is universally accessible through firewalls. Ocassionally, however, users behind firewalls need to adjust their streaming transport settings. Check out our quick tutorial.
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What happens if I receive this message: "QuickTime is missing software required to perform this operation. Unfortunately, it is not available on the QuickTime server"?
This is likely because you do not have QuickTime 7 on your computer. Our state-of-the art video codec is only compatible with QuickTime 7. You can download it here for free.
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Why can't I use Real Player or Windows Media Player to view broadcasts?
To provide our viewers with the best possible video, we use QuickTime's H.264 codec, the same codec used by Hollywood studios for their on-line movie trailers. Because our broadcasts are streamed through QuickTime Streaming Server, other multimedia applications won't recognize the streams. However, QuickTime is a free download and is used by hundreds of major corporations and industries for the creation and presentation of multimedia content (visit QuickTime's home page for more info).
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If I quit viewing the broadcast, can I still log in later?
Yes. When you are ready to resume viewing the broadcast, click on the "Watch" link and log in. You will see a message indicating that a session is already in progress. Click the "Continue with Session" button to resume the broadcast.
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Can I share my passport with other users?
You are welcome to share with log-in information with others, but keep in mind that only one viewer can use your username and password at any given time. If another user logs in with your credentials while you are viewing the broadcast, you will be disconnected from the stream without warning.
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What is your refund policy?
We will refund passport fees if, and only if, there are network or other issues on our end that prevent you from successfully viewing a broadcast. We will attempt to remedy any issues that may be occurring on your local computer and/or network, but we cannot provide refunds should our efforts not result in a satisfactory solution. Furthermore, under no circumstances will a refund be offered if our technical support staff is not contacted DURING the broadcast. All support inquiries should be made through our support form.
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Still having problems?
Visit Apple's QuickTime support page or submit a support request.
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