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Customer Service FAQ
Video Doesn't Play
Video not clear or no video
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.
Why do I get "Server busy" or "Network Error" in Windows Media Player?
You can correct this by using HTTP protocol.
Why does Windows Media player say connect to the Internet?
Sometimes Windows Media Player doesn't detect a permanent Internet connection.
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
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
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.
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.
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.
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.
Resetting cookies may resolve the login issue.
The procedure for IE 7:
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.
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.
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.
As the movie plays time is deducted from your account, calculated to the second so you get the most from your minutes. Note that "Premium Content" movies deduct time at an accelerated rate. For your protection, you will receive a prompt that this accelerated viewing ratio comes into play and you must accept the agreement prior to playback so there's no chance of accidentally choosing "Premium Content."
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.