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Customer Service FAQ
Video Doesn't Play
Video not clear or no video
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Miscellaneous Issues

Video Doesn't Play

Why do I get "Server busy" or "Network Error"?

We have multiple servers, so in the event that one server is actually busy it will not affect every movie. If you have a personal firewall, make sure that it is configured properly. The following steps will make the file play normally.

  • Right click streaming link
  • Choose "Save Target As"
  • Save to a location where you can find it easily
  • Open file after Download.

Why do I get "Server busy" or "Network Error" in Windows Media Player?

You can correct this by using HTTP protocol.

  • Tools menu -> Options
  • Network tab
  • Uncheck Multicast, UDP, and TCP
  • Click OK
  • Movies will play normally

Why does Windows Media player say connect to the Internet?

Sometimes Windows Media Player doesn't detect a permanent Internet connection.

  1. Tools menu > options
  2. Player tab > Check "Connect to the Internet"

The option is not present on WMP v8. Upgrade to v11 if possible. A workaround is described at Microsoft's website.

Why do I get "General Error"?

If all else fails, try using the other video player. Use the sample clip to determine which player works best on your system.

Video not clear or no video

Why is the picture blurry or still?

A low bit rate stream will not be as clear as a high bandwidth stream. In the extreme case, a very low bandwidth setting (28.8k) can cause the user to only receive audio. Make sure that the player bandwidth settings are appropriate and that you're selecting the correct stream bit rate.

Windows Media Player

  • Tools menu -> Options
  • Performance tab -> Choose connection speed 768kbps (56k for dial-up)

Why do I have no video in Windows Media Player?

Our videos are for Windows Media Player 11. They will play in earlier versions but without the video codec, only the sound can be heard. Install the codecs from Microsoft.

Why does my player quit in the middle of viewing?

If all else fails try the other player application

Downloads

Why do I get "Content Not Found"?

If you get a "Content not Found" error on license acquisition, then that movie is defective. Contact tech support for a replacement. Remember to mention the title.

Why does Windows Media Player freeze on license acquisition?

The German language version of WMP freezes before being able to acquire a playback license. There is a patch to correct this issue at Microsoft’s website.

Why doesn't the license acquisition work?

Download rentals require an Internet connection to download the license each time playback is attempted. Sometimes Windows Media Player doesn't detect a permanent Internet connection.

  • Tools menu -> options
  • Player tab -> Check "Connect to the Internet"

How long does a download take?

A video should take no more than four hours to download. This is a conservative estimate based on a file size of 800 MB downloading at 56 kB/sec, which is reasonable for a 512 kbps connection. Download rentals are not recommended over a dialup connection.

Why does Windows Media Player say "Corrupt file or format not supported"?

If a download rental does not play all the way or does not playback normally, then the file is corrupt. You then will have to re-download the file.

Why does the video appear pixilated or blurry, or pause to re-buffer constantly?

You may have to disable your overlays.

  • Windows Media Player
  • 1. Open Windows Media Player
  • 2. Tools menu -> Options
  • 3. Performance tab -> Video acceleration slider -> middle position
  • 4. If you are still experiencing problems, repeat the steps, moving the slider to the far left position

Why is the video slow, and the playback choppy or in slow motion?

This is caused by the computer's CPU not being fast enough to play the video properly. The system requirements for the download rentals are significantly higher than for streaming video. The minimum recommended CPU speed is 750 MHz.

Miscellaneous Issues

Why can't I login to the website?

Check to see if there is an error message. "Login Failed" means that an invalid username / password combination was used. If you are experiencing the "login loop" there will be no error message.

Reset Cookies

Resetting cookies may resolve the login issue.
The procedure for IE 6:

  • Tools menu -> Internet Options
  • General tab -> Delete cookies button
  • Confirm and restart computer

The procedure for IE 7:
  • Tools menu -> Internet Options
  • General tab -> Browsing History section, Delete button
  • Click on the delete cookies button
  • Confirm and restart computer

Personal Firewall

If you have a firewall running, such as Zone Alarm or Norton Internet Security, it may prevent you from logging in properly. Session cookies must be accepted in order to login properly, and these programs block them by default. Check the documentation for your particular software to update your settings.

How can I get my streaming rental to start playing?

Watch movies immediately with our streaming rentals.

  • 1. First set up your free user account.
  • 2. Once you find a movie you would like, add it to your cart.
  • 3. Once you have finished browsing our directory of movies, click Checkout and you will be brought to the checkout page for completing your order
  • 4. To view the movie(s) that you ordered visit Rentals under "My Account". Click on the desired bitrate and your movie will play.

How can I get my Download Rental to start playing?

Watch DVD quality movies on your computer at full screen. Progressive download allows you to watch the movie while it downloads.

  • 1. First set up your free user account.
  • 2. Once you find a movie you would like, add it to your cart.
  • 3. Once you have finished browsing our directory of movies and made your selections, click the "View Cart" link and you will be brought to the Shopping Cart page. Click the "Checkout" button to open the order page for completing your purchase.
  • 4. To view the movie(s) that you ordered visit your "Downloads" page under "My Account". Click on the "Download" link under the expiration date and choose "Save As", then save the movie file to a memorable location. Once the movie has finished downloading, locate the file and begin viewing!

How do I use my available pay per view minutes?

Our most popular way to watch movies, pay for streaming videos by the minute and only pay for what you watch.

  • 1. First set up your free user account.
  • 2. After you set up your account, you will need to purchase one of our time packages
  • 3. Once you have time in your account, find a movie you like. Next, just click the bit rate link next to your preferred movie player.

    As the movie plays time is deducted from your account. Watch all or parts of as many movies as you want, your time will never expire, to check your available time go to "My Account" and click on "Pay-Per-Minute"

How can I get my download rental to work on my Mac?

Download rentals may not function on a Macintosh computer. Contact Customer Service for an alternate method of viewing your movie.

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