HELP AREA
System Requirements
What do I need to view this site?
Your computer must meet the following requirements to successfully view this site:
- Operating System Requirements
- Microsoft Windows XP (SP1, SP2), 2000, 98 (SE)
- Browser Requirements
- We recommend the latest versions of Microsoft Internet Explorer
- Media Player Requirements
- Windows Media Player 9+ (for PC IE users) and Macromedia Flash 6.0.65+
- Cookies must be enabled for this site. For more information see How do I Enable Cookies?
Where can I get free upgrades to meet this site's system requirements?
[Note that some company networks prevent individual upgrades on computers. If you receive an error message that says you do not have permission to upgrade, contact your network administrator.]
- Free upgrades for Internet Explorer are available here.
- Free upgrades for Windows Media Player are available here.
- Free upgrades for Flash are available here.
- To receive current system updates as recommended by Windows, click here.
Are cookies required to see this site?
Yes, you must have cookies enabled in order to access our site.
For information on how to do this, see How do I enable cookies? below.
How do I enable cookies?
Following are step-by-step instructions to enable the cookies in your browser.
Note that some firewalls and security tools also include cookie-blocking settings. We recommend you refer to your product manuals for instructions on how to disable this setting as it often resolves streaming issues.
If your cookies are enabled and you continue to have difficulty accessing this site, contact us here.
INTERNET EXPLORER 6:
- Start Internet Explorer.
- Choose Tools > Internet Options.
- Click the Privacy tab to display the Privacy panel.
- Use the vertical slide bar to adjust your privacy settings to no higher than Medium High.
- Click the Advanced button.
- Verify that the Override Automatic Cookie Handling option is not checked. Note that if you prefer to use the Override Automatic Cookie Handling option, you must accept first-party cookies to enter the site. Though not required for entry, we strongly recommend also accepting third-party cookies for the best experience.
- Click OK.
- Click OK again.
- Close all open Internet Explorer browsers.
- Reopen the browser and return to the site.
Technical Support
I receive an error message when trying to view this site.
If you receive an error message from our site, visit our system requirements section for free upgrades and downloads, or for instructions on how to enable cookies.
If you have already verified that you meet our system requirements and you continue to receive an error message, contact us here.
I can enter the site, but the videos do not play.
If you see a 'loading' message, black screen, or can only view advertisements, we recommend the following steps:
[Note that some company firewalls prevent streaming content from displaying. If you are unable to view streaming content on any site from your computer, we recommend you contact your network administrator.]
Make the following change in Windows Media Player to permit the stream through a firewall:
- Launch Windows Media Player
- Choose Tools > Options
- Click on the Network tab
- Check the HTTP box under Protocols
- Select the Configure button located in the Proxy Settings box
- Select "Use browser proxy settings"
- Close WMP and any open media files
- Return to the site
- Upgrade to the latest version of Windows Media Player
To check for updates:
- Launch Windows Media Player
- Choose Help > Check for Player Updates
If you are still unable to view the video, we recommend you disable ad-blocking settings in your personal firewall, browser, or ad-blocking software to determine if this allows the video to play.
If you continue to have difficulty, contact us here. Please include any specific error messages you receive.
I can see the video, but I cannot hear audio.
Verify that your system volume and/or speakers are not muted or turned to a very low setting.
Verify that there are no other streaming applications running on your computer
If you continue to have trouble, we recommend the following change in Windows Media Player:
- Launch Windows Media Player
- Choose Tools > Options
- In the Player Tab, check Enable Automatic Codec download
- Close Windows Media Player
- Re-launch the site
- If you are still unable to view videos, we recommend that you upgrade to the latest version of Windows Media Player. To check for updates:
- Launch Windows Media Player
- Choose Help > Check for Player Updates
If the previous suggestions did not improve performance, contact us here.
I can hear audio, but I cannot see the video.
Verify that there are no other streaming applications running on your computer.
If this does not improve the performance, we recommend that you upgrade to the latest version of Windows Media Player. To check for updates:
- Launch Windows Media Player
- Choose Help > Check for Player Updates
If the previous suggestions did not improve performance, contact us here.
Video and/or audio quality is poor or out of sync.
For best performance, we recommend that you upgrade to the latest version of Windows Media Player. To check for updates:
- Launch Windows Media Player
- Choose Help > Check for Player Updates
If you continue to experience poor quality video (for example: pink or green lines, choppy or flickering video or garbled audio) we recommend you adjust the Video Acceleration in your Windows Media Player:
- Launch Windows Media Player
- Choose Tools > Options
- Click on the Performance tab
- Adjust the scroll bar on Performance tab to raise or lower the Video Acceleration
- Click OK
- Close Windows Media Player
- Re-launch the site
If the previous suggestions did not improve performance, contact us here.
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