|
|
Euroleague.tv Frequently Asked Questions
|
PRODUCT OVERVIEW
TECHNICAL REQUIREMENTS
ACCOUNT & BILLING QUESTIONS
TECHNICAL TROUBLESHOOTING
GETTING FURTHER SUPPORT
PRODUCT OVERVIEW
What content is available via the Euroleague.tv service?
Do I have to purchase the entire package or can I just purchase individual items?
What is a “webcast”?
How do I purchase a game?
From what countries/regions can I access games?
When and where will a schedule of live webcasts be available?
When will replays of webcasts be available later for “on demand” access?
How do I watch a game once the live webcast begins?
How can I learn about other Sports products and services?
What content is available via the Euroleague.tv service?
All matches of the Euroleague 2007-2008 season are available to watch live.
Do I have to purchase the entire package or can I just purchase individual items?
You can either purchase a package to allow you to watch all games or you can purchase games on an individual basis.
What is a “webcast”?
A “webcast” is an Internet video stream viewable on your computer. It is not a VHS or DVD purchase. Live webcasts are like a TV broadcast in that you cannot pause, rewind or fast forward them. An “on demand” webcast can be played at any time and is similar to playing a VHS or DVD that you can pause, fast forward, rewind and restart.
How do I purchase a game?
To purchase a game, go to the banner on the home page or click on Register, Login at the top of every page and follow the step-by-step instructions. Please make sure that your computer and Internet connection meet our minimum system requirements before you make your purchase so that you have the best experience possible. We don’t offer refunds if you purchase our content and later realize your computer does not meet our system requirements.
From what countries/regions can I access games?
You can access the games from any countries with the following exceptions:
- Chorale Roanne and Le Mans Live and on-demand of are not available in France.
On-demand videos about the matches are available in France after the midnight of the same game day.
- Lietuvos Rytas and Zalgiris live matches are not available in Lithuania.
On-demand videos about the matches are available in Lithuania after the end of the matches.
- Maccabi Elite matches (live and on-demand videos) are not available in Israel.
- Live and on-demand of matches selected by the television licensee ESPN are not available in these territories:
Latin America (Mexico, South America, Central America, the Caribbean,
Bermuda, the Bahamas and Ascension Island), Oceania (Australia, New
Zealand and Pacific Islands) and Cruise Ships. Africa (including Cape
Verde, the Comoros, Madagascar, Mauritius, and the Seychelles), Israel
and Japan.
When and where will a schedule of live webcasts be available?
The schedule of live webcast games is published on www.Euroleague.tv
When will replays of webcasts be available later for “on demand” access?
Full game replays will be available within 30 and 60 minutes from the completion of each game, on average.
How do I watch a game once the live webcast begins?
You can purchase the package in advance and start watching a game as soon as the game is available live on the media page Or you can buy a game that it is actually live at the moment and once your order has been processed you can start watching the game right away
How can I learn about other Sports products and services?
When you register, ensure that you opt-in to receive our marketing information.
TECHNICAL REQUIREMENTS
What are the minimum system requirements?
How many computers can I use to access games?
Do I have to install any special software to view games?
Can I use other media players like QuickTime, RealPlayer, etc?
Can I use dial-up Internet access?
Can I access games from a Macintosh?
What are the dimensions of the video window and the streaming bit rate?
Can I save Streaming content on my computer?
What is Digital Rights Management (DRM)?
How do I get a DRM license?
Do I have to obtain a DRM license every time I want to watch a new piece of content on the same computer?
What are the minimum system requirements?
Windows XP
Internet Explorer 6 or higher
Windows Media Player 10 or higher
A broadband Internet connection of at least 1 Mbps.
Internet Explorer’s “Privacy” and “Security” settings set to the default “Medium” setting
Firewalls and pop-up blockers disabled. (Firewalls may be raised after the successful receipt of a license and the initiation of the video stream.)
Unsupported Windows versions
We are unable to provide support or troubleshooting for issues relating to older versions of Windows, such as Windows 95/98, or pre-release/beta versions of the Windows OS.
Mobile Platforms
Windows operating systems on mobile platforms (Windows CE, Windows Mobile) may not contain the required DRM components and are therefore, currently unsupported. This policy also applies to non-Windows mobile platforms.
How many computers can I use to access games?
You can access games from a maximum of two computers. For example, you will be able to access our service from work or home, or from your desktop and your laptop. Beyond the first two computers, you will be locked out from viewing your purchased content from additional computers and you’ll get a “Maximum Licenses Reached” notification. For further questions about this topic, please read the: “Why did I get a ’Maximum Licenses’ notification?” FAQ.
Do I have to install any special software to view games?
There is no special software necessary to play games content, other than what is listed as our minimum system requirements. Click here if you don’t already have the latest version of Windows Media Player You should also run Windows Update to ensure you have the latest updates for your operating system and Internet Explorer.
Can I use other media players like QuickTime, RealPlayer, etc?
Games are secured using Windows DRM and requires the usage of Windows Media Player for viewing. If you have more than one media player on your computer (RealPlayer, QuickTime Player, etc), please set Windows Media Player as your default media player to avoid problems accessing our content:
Open Windows Media Player (WMP).
In the menu area at the top of the WMP window, click “Tools”
If “Tools” is not visible, Right-click on the upper bar area of WMP and a Menu-list will appear.
In the list that appears, choose “Options”
In the window that opens, the “Player” tab will be the first tab displayed.
Please select the “File Types” tab.
Click “Select All”, located below and to the right of the list.
Click “Apply”, located at the bottom of the “Options” window.
Click “Apply” and then “OK” at the bottom of the “Options” Window.
Can I use dial-up Internet access?
A dial-up connection is not recommended because our video streams at 1000 kbps, and a dial-up Internet connection is only 56 kbps or slower. We recommend you have a minimum Internet connection of at least 1Mbps to enjoy our service.
Can I access games from a Macintosh?
Games are not available to Mac users because the Mac version of the Windows Media Player does not support the DRM features we use to protect our content from unauthorized use. As soon as Microsoft releases a version of Windows Media Player for the Macintosh that supports these security features, Mac users will be able to access our content.
For more information on running Windows on your Mac, please visit: http://www.apple.com/macosx/bootcamp/
For more information on Microsoft’s compatibility with Macintosh platforms and Windows Media Player, please visit: http://www.microsoft.com/windows/windowsmedia/player/mac/mp9/readme.aspx#playingprotectd
What are the dimensions of the video window and the streaming bit rate?
The default video window will be 400 x 300 and the streaming bit rate will be approximately 400kbps. You can expand the video to full screen mode but image resolution may degrade and this may also slow down your frame refresh rate.
Can I save Streaming content on my computer?
No, our content is only delivered as a streaming media file and does not allow for saving the file to your computer. Additionally, we use Digital Rights Management (DRM) to protect our content from unauthorized distribution and viewing. Users have to accept “DRM licenses” on their computers in order to view our video content.
What is Digital Rights Management (DRM)?
Digital Rights Management (DRM) is a technology that allows for the secure management of digital media. This security protects the content from unauthorized distribution and viewing by issuing licenses to your computer for each piece of protected content to which you are authorized.
If you’d like to learn more from Microsoft about their DRM technology, please click here to read the relevant article on the Microsoft website.
How do I get a DRM license?
Usually, a DRM license will be delivered to your computer automatically without you even noticing the process when you play our content.
If this is the first time you’ve ever tried to play DRM licensed content on your computer (or if you recently reinstalled or upgraded your Windows Media Player), Windows Media Player will ask for your permission to download security upgrades from Microsoft (sometimes referred to as “individualization”).
This “individualization” process should start automatically, but you will need to click “Yes” or “OK” when asked to permit the upgrade (see example image below for PC’s with XP and Service Pack 2). If you don’t permit the upgrade, our content will not play for you.
If the “individualization” process fails for some reason, you may need to reinstall Windows Media Player from scratch. Please consult Microsoft’s Windows Media Player website for additional assistance.
Do I have to obtain a DRM license every time I want to watch a new piece of content on the same computer?
Generally, yes. When you first click on a streaming media link, a DRM license for that piece of content will be distributed to your computer and stored by Windows Media Player. This license cannot be moved to another computer. As long as this license remains on your computer, and it has not expired, you will not need another license to watch that same piece of content on that computer. Each piece of content requires its own license. Further, content licenses can expire within hours or days, depending on the terms of your purchase. Also, accessing content from multiple computers uses up the limited number of licenses issued to you for a specific piece of content.
ACCOUNT & BILLING QUESTIONS
What forms of payment do you accept?
How will charges appear on my credit card?
Can you tell me how much I will be charged in my local currency
if I am using a non-US Dollar payment card?
What can I do if my credit card is declined and I think it’s a mistake?
What if I want a refund for a webcast product or package?
How can I view my purchase history?
How can I retrieve my password if I forget it?
How can I change my password?
How can I change my email address or username?
How can I change my payment card details on file for future purchases?
How do I unsubscribe from your periodic newsletter emails?
What forms of payment do you accept?
We accept payments made via our website with cards displaying the following logos: Visa, Master Card and American Express. We cannot accept payments via PayPal, check, money order, by mail or phone, or in any other form.
How will charges appear on my credit card?
Our charges will appear as Infront AMS. You may also see a temporary “authorization hold” of US Dollar1 for each time you clicked the “Buy” button, even if the charge was declined. Temporary authorization holds on funds will be removed automatically by your bank after several days. Unfortunately, we cannot assist you in getting these holds on your funds removed sooner.
Can you tell me how much I will be charged in my local currency if I am using a non-US Dollar payment card?
We cannot do a currency conversion for you. You can determine this for yourself using one of the many free currency conversion tools on the Internet. You can locate one of these tools via a search engine like Google.
What can I do if my credit card is declined and I think it’s a mistake?
We use a third party credit card verification company to authorize all credit card transactions. If a credit card is declined, we do not know the reason nor can we assist you further with getting it approved. For international cardholders, the declines are often due to problems matching up international addresses with credit card billing records. We suggest that you try to enter the credit card information again exactly as it appears on your credit card bill or try to use another card if possible. Unfortunately, we cannot assist you further with this if the system does not approve your purchase. You are welcome to try to use another credit card.
What if I want a refund for a webcast product or package?
If you have technical problems we encourage you to first contact our support staff to help you fix them via our live text-based chat system. Please see the “How do I contact your support staff?” question under the “Getting Further Support Section” of this FAQ for further assistance.
Our refund policy is similar to the refund policy when purchasing any piece of software or other media like a CD or DVD at a store: there are no refunds once you open the package. Therefore, our refund policy is as follows:
For live event webcast products:
Requested before live webcast takes place: 100%
Requested after live webcast takes place: No refunds
For “on demand” webcast products: No refunds
How can I view my purchase history?
You can view your purchase history in the account section of the website.
How can I retrieve my password if I forget it?
If you forget your password, click the “Forgot Password” link located on the login screen to have it sent to your registered e-mail address. If you have a spam filter running (often enabled by default on AOL, Hotmail, EarthLink and Yahoo), please check your"spam", “bulk”, or “junk” mail folder if the email does not arrive.
How can I change my password?
You can change your password in the account section of the website.
How can I change my email address or username?
You can change your email address in the account section of the website.
How can I change my payment card details on file for future purchases?
You can change your payment card details next time you make a purchase. You can also access your payment card details in the account section of the website.
How do I unsubscribe from your periodic newsletter emails?
You can opt-out of our newsletter emails in the account section of the website
TECHNICAL TROUBLESHOOTING
Why does your webpage look odd or not work right with other web browsers
like AOL, Firefox, Netscape, Opera, etc?
Why am I being asked to login over and over again, or to buy the same package
when I already bought it?
Why am I hearing some sound but my video is choppy, frozen or missing entirely?
What if I can see the video, but I cannot hear audio?
Why did I get an “Maximum Licenses Reached" notification?
I am behind a firewall. Can I still access Product Y?
What do I do if I“ve tried everything you suggested but I still can“t get it to work?
Why does your webpage look odd or not work right with other web browsers like AOL, Firefox, Netscape, Opera, etc?
Each web browser handles web pages slightly differently and this makes it hard to give every user a great experience across all web browsers. Therefore, we decided to design our service specifically to work with the stand-alone version of Internet Explorer. Even AOL’s integrated web browser is a non-standard version of Internet Explorer. If you are having problems when using another web browser, please switch to the stand-alone version of Internet Explorer (located under the “Start” button or on your desktop) for the best experience. Please also run Windows Update to ensure you have the latest updates to your software.
Why am I being asked to login over and over again, or to buy the same package when I already bought it?
This is often caused by problems with your computer’s cookie management. We suggest you clear your cookies, temporary Internet files and lower your Internet Explorer Privacy settings:
In the menu area at the top of the Internet Explorer (IE) window, click “Tools”
In the list that appears, choose “Internet Options”
In the window that opens, the “General” tab will be the first tab displayed.
Please select the “Security” tab.
In the “Security level for this zone” section, click and raise the slider bar to “High”
If there is no slider bar present, click “Custom Level”
A “Security Settings” window will open.
In the “Reset custom settings”, select Medium and click “Reset”
In the Warning window, click “Yes”
Click “OK” to close the “Security Settings” window.
Click “Default Level” below the slider bar.
Please click “Apply” in the main “Internet Options” window.
This will reset your Privacy settings to Medium.
Please select the “Privacy” tab.
In the “Settings” section, click and raise the slider bar to “High”
Click “Default” below the slider bar.
Please click “Apply” in the main “Internet Options” window.
This will reset your Privacy settings to Medium.
Close all instances of the Internet Explorer browser and then launch a new Internet Explorer browser to access our content.
Why am I hearing some sound but my video is choppy, frozen or missing entirely?
If you have a broadband connection of at least 1Mbps but still have poor video quality, excessive buffering, or a total lack of video, this can be due to a lack of computer processing power or general traffic congestion on the Internet. Try not to run other applications while accessing streaming media.
Also, if you are accessing the video through a Local Area Network (LAN), you may experience excessive buffering or connectivity delays as a result of network congestion from the other users on your LAN.
If you are hearing sound only, but no video, you may need to check the [test clip]. If you can only hear the sound on the test clip, you may need to restore your Windows Media codec package (a codec is a software filter that allows the picture to be seen correctly). You can restore your Windows Media codecs from Microsoft.
Finally, if you continue to experience poor quality video (for example: pink or green lines, choppy or flickering video or garbled audio) we recommend you check the “Buffer” setting in your Windows Media Player:
Launch Windows Media Player.
In the menu area at the top of the WMP window, click “Tools” If “Tools” is not visible, Right-click on the upper bar area on WMP and a Menu-list will appear.
In the list that appears, choose “Options”
In the window that opens, the “Player” tab will be the first tab displayed.
Please select the “Performance” tab.
In the “Network buffering” section:
Click the ball beside “Buffer”
Change the default of 5 to 30
Click “Apply” and then “OK” at the bottom of the “Options” Window.
Please close WMP and attempt to view the video once more.
What if 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. Also, verify that there are no other streaming applications running on your computer. If you continue to have trouble:
We recommend the following re-installation of the WMP Codec Pack:
http://www.microsoft.com/windows/windowsmedia/format/codecdownload.aspx
Why did I get an “Maximum Licenses Reached" notification?
You are allowed to view each live game from a maximum of 2 computers. Each “on demand” piece of content has its own 2-computer maximum. Accessing a piece of content from more than the first 2 computers will lock out your access to that content. This is a fraud prevention feature. Do not share your account access with other people or jump around from computer to computer as this can lock you out of access to the content you purchased.
Maximum Licenses can also be caused by settings configured by your Internet Service Provider (ISP). To correct these settings, please perform the following steps prior to contacting Customer Care:
In the menu area at the top of the Internet Explorer (IE) window, click “Tools”
In the list that appears, choose “Internet Options”
In the window that opens, the “General” tab will be the first tab displayed.
Please select the “Connections” tab.
Click “LAN settings”
Ensure all boxes are un-checked.
Click Ok.
Please select the “General” tab.
In the central section, labeled “Temporary Internet Files”
Choose “Delete Cookies”
Click “OK” in the verification window.
Choose “Delete Files”
Click the box beside “Delete all offline content” and click “OK”.
Please click “OK” at the bottom of the “Internet Options” window.
Please close and re-open Internet Explorer (This is a very important step).
I am behind a firewall. Can I still access games?
Firewall / Ports
If you are experiencing problems accessing streaming video content, it may be that you are behind a firewall that prevents access on certain ports. Firewalls are security programs that block unauthorized traffic to and from your PC. If you are on a corporate network, please check with your network administrator.
If you have a personal firewall installed on either your home system or on a home network router (firewalls are sometimes pre-installed with ADSL or cable modems), then refer to your product“s documentation on how to allow access (for Windows Media Streams). Due to the large numbers of possible products and setups, we are unable to troubleshoot your particular firewall connection problems for you. Streaming requires open port 1755 Windows Media Player requires incoming and outbound access on port 1755 to stream correctly. You should configure your firewall to either have these ports open (for all applications to use) or to allow Windows Media Player to be a trusted application. Please consult your firewall documentation on how to do this as we cannot provide support to do this Solution or Suggested Action
Check ports
If you are still experiencing problems with Windows Media Player connecting to a live stream, check that it is actually using the correct ports. In Windows Media Player:
Go to Tools | Options
Select the Network tab
Check that UDP, TCP and HTTP are ticked under Protocols
Tick the “Use Ports“ box and enter 1755-1763 for the range
Restart Windows Media Player
What do I do if I“ve tried everything you suggested but I still can“t get it to work?
Please contact our support staff by using the link in the following “Getting Further Support” section if you are still having problems in obtaining a DRM license after reviewing this FAQ and attempting its suggested fixes.
GETTING FURTHER SUPPORT
What kinds of support are available?
When is live text-based chat support available?
How quick will your support staff reply to my email?
How do I contact your support staff?
What kinds of support are available?
You can contact our billing and technical support staff via live text-based chat or via email.
When is live text-based chat support available?
Our billing and technical support staff is available via live text-based chat during live webcasts. Our chat system uses Java software. If you are having problems connecting to us, try installing the latest Java version for free at www.java.com.
How quick will your support staff reply to my email?
Our billing and technical support staff will respond to emails within 2 business days. If you have a spam filter running (often enabled by default on AOL, Hotmail, EarthLink and Yahoo), please check your"spam", “bulk”, or “junk” mail folder in the event that your spam filter intercepts our reply to your email. If you email us and then also contact our live text chat support staff before we’ve replied to your email, please let our support staff know that you also have an email pending in the support queue.
How do I contact your support staff?
Just click here to contact our support staff if this FAQ didn’t answer your questions. We are eager to help you have the best experience with our service possible!
|
|
Euroleague.net
|
|