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Euroleague.tv Frequently Asked Questions
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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 will replays of webcasts be available later for “on demand” access?
• How do I watch a game once the live webcast begins?
What content is available via the Euroleague.tv service?
All matches of the Euroleague 2008-2009 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?
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:
- Zalgiris (live and on-demand videos) are not available in Lithuania.
- Maccabi Electra matches (live and on-demand videos) are not available in Israel.
- Live and on-demand of matches selected by the television licensee Canal + are not available in France (two games per week).
- 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 (one game per week).
- 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, US, Canada and Japan (one game per week).
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.
TECHNICAL REQUIREMENTS
• What are the minimum system requirements?
• How many computers can I use to access games?
• Can I use dial-up Internet access?
• What are the dimensions of the video window and the streaming bit rate?
• Can I save Streaming content on my computer?
What are the minimum system requirements?
- Windows XP or Mac OS X 10.4;
- Internet Explorer 6 (or higher) or Safari 3 (or higher);
- Windows Media Player 10 (or higher) or Flip-4-Mac plugin;
- 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.
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.
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.
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.
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.
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?
• I am behind a firewall. Can I still access games?
• 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 and Safari.
Why am I being asked to login over and over again, or to buy the same package when I already bought it (Internet Explorer only)?
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 (only for Windows user):
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 (Internet Exploer only)?
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
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 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!
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