Problems Watching Videos

For a smooth playback experience, you need a broadband internet connection. If your broadband connection isn't fast enough, videos may stutter. If you are experiencing stuttering or choppy playback, here are some suggestions that may help:

Your video download speed may be slow or inconsistent.

If you are watching video over a wireless connection and your video is stuttering, try watching over a wired connection or move your computer closer to your wi-fi router for a stronger signal.

If you are running any bandwidth-intensive applications on your own computer (e.g. Vuze, BitTorrent, Outlook, other downloads, internet phone services such as Skype, Vonage, MagicJack), you may want to pause these applications while watching.

If you are sharing an internet connection with other people, check to see if they are using any bandwidth-intensive programs (such as those outlined above) while you are watching videos.

If the video is still stuttering, you may be experiencing issues with your CPU performance. Try turning off any CPU-intensive programs you're running, or rebooting your computer. Additionally, you can try running the site in a different browser, or updating your Flash drivers.

If you experience video stalling problems only during full-screen mode, try lowering your desktop resolution.

If you're still having issues, you can use the following steps to try to further diagnose the problem:

Perform a speed test of your connection. This can be accomplished by going to http://www.speedtest.net Once there, click on the spinning yellow shape on the map to initiate a speed test (if none of the shapes are yellow, select one that is closest to your geographic location). Once complete, examine the results. If your download speed (indicated by the down arrow) is below 1,000Kb/s (~1.0 Mb/s), then your bandwidth is fairly limited.

And higher-quality streaming will be more to likely stutter. You may also want to contact your Internet Service Provider to get a download speed of over 1.0 Mb/s.

Perform a traceroute. If you receive an output with 13 or more hops, the problem is most likely related to how your Internet Service Provider is routing your computer's requests to the website. Unfortunately, we are unable to fix this problem - you can try contacting your Internet Service Provider to request help.

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If you having trouble hearing commentaries or viewing video highlights, please try the following

The Video Won't Play

1. Please completely Uninstall the version of Flash that you're currently running before upgrading to the most recent version. To uninstall Flash, follows Adobe's instructions, and click here

2. Once you have unistalled the older version of Flash, you'll be able to upgrade to the most recent version available. To do so please follow the steps below:

- Restart you computer

- Follow Get Flash Player instructions for reinstalling the most recent version of Flash

- Once you have downloaded the latest version of Adobe Flash, please exit your web browser

- Finally, click to install the update that you have just download from the Adobe site

Once you have completed the above steps open your browser and try to view the videos again, you should have no further issues.

Windows Vista Users

If you have tried the steps above and this has not been successful at rectifying your issues, this could be due to a Microsoft Windows Vista permissions issue.

Please use your 'Windows Button' at the bottom left of your screen and then use the search function:

- Go to: C:\Windows\System32\Macromed\Flash\

- Right-click the following file: FlashUtil9b.exe or FlashUtil9e.exe

- Select 'Run as Administrator' and install the update

- Restart your PC

Can't Hear Audio

To make sure that you hear sound whilst watching videos or listening to commentaries please try the following in the first instance:

- Adjust the volume control on your computer and speakers

- Adjust the volume control located in the lower left hand corner of the Player on the web page you are viewing

- Ensure that the volume is up on the other video players, such as Quicktime, Real Player or Windows Media Player, as this might affect the video player sound.

If these steps do not correct the issue and you still have no sound when playing the video, you may want to try the following steps:

For PC users

1. Click 'Start'

2. Select 'Run'

3. Type: sndvol32

4. click 'OK'

5. Make sure that the following are not muted and the volume is up for 'Volume Control' and 'Wave'

Make sure that you have your sound card selected as the Default device:

1. Click 'Start'

2. Select 'Control Panel'

3. Open the 'Sound and Audio Devices' icon

4. Click the 'Audio' tab

5. under 'Sound playback' set the Default device to your sound card, not your webcam/modem.

6. Click 'OK'

For MAC

1. Open Applications -> Utilities -> Audio MIDI Setup

2. Left side of the window, halfway down there is a selection box for "Properties For:" - select "Built-in Audio" here (should have the Apple logo next to it).

3. Under that you'll see a series of drop boxes under Audio Input. Find the one marked "Format:" and change it from "96000.0 Hz" to "48000.0Hz". Close Audio MIDI Setup and try something with Flash audio.

If you're still having trouble, check to see if you system meets the requirements for the running the video player:

1. Macromedia Flash Player 10+

2. Windows 2000 or higher with updates installed

3. MAC OS X 10.3 +

4. Internet Explorer 7.0+, Safari, Firefox, Chrome

5. Broadband connections with 650+ Kbps

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If you are watching a highlight or live stream and your Flash Player produces a spinning circle in the centre of the stream and does not load please follow the instructions below:

1. Right click (or ctrl click if using a Mac) on the Flash Player

A popup box will appear on the screen

2. Un-check the 'enable hardware acceleration' tick box

3. Select 'Close'

You will then return to the website and you will need to refresh your page you can do this by either closing and re-opening your web browser or press F5 on your keyboard.

 

NOTE: There is a known issue with the Adobe and OS X Lion whereby it wont allow you to 'click' disable hardware acceleration. Instead please highlight the box using the tab key then use space bar to de-select hardware acceleration.

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If you have checked that your computer's sound settings are correct, there may be a problem with Flash.

Click here for support from Adobe

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'Cookies are small files, stored on your computer and used to authenticate you after you have logged in initially. If you do not permit Cookies from World to be stored on your local computer, you will not be able to gain access to the site.

Internet Explorer 7
1. Start Internet Explorer.
2. Select the Tools menu and then Internet Options.
3. In the next window select the Privacy tab at the top of the screen.
4. Click on the Default button at the bottom right of this section.
5. Now drag the slider on the left of this section to the bottom - until you see the Accept All Cookies message.
6. Click the OK button at the very bottom of the window to accept your changes.
7. Stop all instances of Internet Explorer to ensure settings are applied properly.

Internet Explorer 8
1. Start Internet Explorer.
2. Select the Tools menu and then Internet Options.
3. In the next window select the Privacy tab at the top of the screen.
4. Now drag the slider on the left of this section to the bottom - until you see the Accept All Cookies message.
5. Click the OK button at the very bottom of the window to accept your changes.
6. Stop all instances of Internet Explorer to ensure settings are applied properly.

Google Chrome
1. Open Google Chrome
2. Select the 'Spanner' icon in the top right hand corner
3. Select 'Options'
4. Select 'Under The Hood' tab
5. Under 'Cookie Settings' ensure the drop down is set to 'Allow All Cookies'
6. Now stop all instances of Google Chrome to ensure the settings have applied properly

Safari
1. Open Safari
2. Select 'Edit Menu'
3. Select Preferences
4. Select 'Security' tab
5. Ensure 'Accept Cookies' is set to 'Always'
6. Select the 'X' in the top corner of the box
7. Now stop all instances of Safari to ensure the settings have applied properly

Firefox
1. Open Firefox
2. Select 'Tools' from the menu bar
3. Select 'Options'
4. Select 'Privacy' tab
5. Under 'Cookies' ensure the 'Accept Cookies From Sites' checkbox is checked
6. Click 'OK'
7. Close all instances of Firefox to ensure the settings have applied properly

Opera
1. Open Opera
2. Select 'Tools' from the Menu Bar
3. Select 'Preferences'
4. Select the 'Advanced' tab
5. Select 'cookies' in the left hand menu
6. Ensure 'Accept Cookies' is selected
7. Click 'OK'
8. Close all instances of Opera to ensure the settings have applied properly


It is also possible that this problem has been caused by a firewall on your machine blocking cookies externally to Internet Explorer. If this is the case you will need to amend your firewall to allow our cookies.

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The product is currently available for purchase only in the following countries / territories:

American Samoa
Guam
Northern Mariana Islands
Puerto Rico
USA Minor Outlying Islands
United States
Virgin Islands, U.S.

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To clear the cache, please follow the instructions below depending on your web browser (If you are not sure what browser you are using, select 'Help' or 'About' from your menu bar):

IE7 (Internet Explorer 7)
• Open Internet Explorer (one window only) and click on Tools then Internet Options. In the middle of the General Tab in the area relating to Temporary internet files and cookies click on Delete Files then OK. Then "delete cookies" and "delete files". Then click OK. Now press "Ctrl" and F5 together. Close and restart your browser.
• Now click on Tools>Internet Options> On the Security tab set the level to Medium. Then on the Privacy tab set the Privacy level to Medium-High.
• Now click on Tools>Pop Up blocker and ensure that the pop up blocker is turned off.
• Delete any shortcuts to the website in "favourites" and "bookmarks"
• The above should clear any corruption and force your computer to download new cookies from the site.


IE8 (Internet Explorer 8)
• Open Internet Explorer (one window only) and click on Tools then Internet Options. In the middle of the General Tab in the area relating to Temporary internet files and cookies click on Delete Files then OK. Then "delete cookies" and "delete files". Then click OK. Now press "Ctrl" and F5 together. Close and restart your browser.
• Now click on Tools>Internet Options> Under the Browsing History heading please select 'Delete'
• Please ensure that the Cookies, Temporary Internet Folders and History boxes are checked.
• Now click on Tools>Pop Up blocker and ensure that the pop up blocker is turned off.
• Delete any shortcuts to the website in "favourites" and "bookmarks"
• The above should clear any corruption and force your computer to download new cookies from the site.

Safari
• Press Ctrl, Alt and E at the same time and this will ask you whether you wish to empty the cache - select 'Empty'
• Delete any shortcuts to the website in "favourites" and "bookmarks"

Opera
• Select the 'Tools' menu and Advanced
• Select Cookies
• You will then need to delete the cookies one at a time.
• Delete any shortcuts to the website in "favourites" and "bookmarks"

Chrome
• Click on the spanner - top right corner
• Select Clear Browsing Data from the drop down box
• Ensure that Empty the Cache and Delete Cookies are checked
• Select Everything from the drop down box
• Click the 'Clear Browsing Data button
• Delete any shortcuts to the website in "favourites" and "bookmarks"


Firefox
• Click the following link: Click here
• Delete any shortcuts to the website in "favourites" and "bookmarks"

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Only the latest version of Flash, which Adobe provides for Windows, Macintosh and Linux, supports this.

Click here to get the latest version for your computer.

This link will take you to a website outside Fox Soccer and we are not responsible for content or software downloaded from external sites.

If you still experience problems and only audio is heard in full screen, check your computer's video acceleration settings.

Right-click (Windows) or Control-click (Mac) in the Click to Play window and select Settings, the first tab shown is for Display.

Remove the tick from the box next to Enable hardware acceleration.

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There are several steps that you may need to go through if you are having problems playing the content, so make sure you check all the following.


Enable JavaScript

If you are told to enable JavaScript for Click to Play streaming, please do the following:

Windows XP & Vista Users:


Internet Explorer
1. Go to Tools then Internet Options
2. Click on the Security tab
3. Click on Custom Level
4. Scroll down until you see a section labelled Scripting
Under Active Scripting, select Enable and click OK

Mozilla Firefox
1. Go to Tools then Options
2. Click on the Content tab
3. Make sure there is a tick in the box next to Enable JavaScript
4. Click OK

Apple Macintosh Users:


Safari
1. Go to Safari
2. Click on Preferences
3. Click on the Security tab
4. Make sure there is a tick in the box next to Enable JavaScript
5. Close Preferences

Mozilla Firefox
1. Go to Firefox
2. Click on Preferences
3. Click on the Content tab
4. Make sure there is a tick in the box next to Enable JavaScript
5. Close Preferences


Enable cookies

Internet Explorer

• Choose Tools, then Internet Options
• Click on the Privacy tab
• Click on the Advanced button
• Tick the override automatic cookie handling box
• Select Accept (or Prompt)
• Click the OK button

Mozilla Firefox

• Choose Tools from main menu, then Options
• Click on the Privacy tab
• Tick the Accept cookies from Site box
• Click the OK button

Safari

• Select Safari from main menu, then Preferences
• Click on the Security tab
• Select Always to Accept Cookies.
• Click the close button.

Find more about cookies from http://www.aboutcookies.org/

This link will take you to a website outside Fox Soccer and we are not responsible for content or software downloaded from external sites.

Security program settings

If you see a grey screen with no download button or error message displayed, it may be that your security program is blocking access as is not listed as a trusted site. Check your security program's settings to see how to do this.

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If the programme page loads but you can't see the 'Click to Play' window, you may not have Adobe Flash Player installed on your PC.

Click here to Get Flash Player

If you already have Flash installed and reinstalling hasn't fixed the problem, you may need to perform a clean install of Flash.

Due to recent enhancements to the Adobe Flash Player installers, you can now only remove the player by using the Adobe Flash Player uninstaller. To remove Flash Player, simply download and run the appropriate uninstaller for your system using the steps below.

1. Download the Adobe Flash Player uninstaller:

- Windows: uninstall_flash_player.exe (205 KB) (updated 7/30/09)

- Mac OS X, version 10.3 and above: uninstall_flash_player_osx.dmg (258 KB) (updated 7/30/09)

- Mac OS X, version 10.2 and below: uninstall_flash_player_osx.dmg (1.3 MB) (updated 05/27/08)

- Mac OS 8.x, 9.x: uninstall_flash_player.hqx (33 KB)


2. Save the file to your system, choosing a location where you can find it (for example, your desktop). Macintosh users may need to open or 'un-stuff' the .hqx file.


3. Quit ALL running applications, including all Internet Explorer or other browser windows, AOL Instant Messenger, Yahoo Messenger, MSN Messenger, or other Messengers. Check the Windows system tray carefully to make ensure no applications are still in memory which might be using Flash Player.


4. Run the uninstaller. This will remove Adobe Flash Player from all browsers on the system.


Note: The uninstaller cannot remove files currently in use. If you have any instances of the player open in your web browsers, instant messaging clients, stand-alone SWFs, or projectors, then the uninstaller will complete but some files may not be deleted. If this occurs, then close all of your applications and run the uninstaller again to ensure that all files are removed. Internet Explorer users may have to reboot to clear all uninstalled Flash Player ActiveX control files. If you're not certain, select the "Show Details" button in the Flash Player uninstaller. If there are any log lines that begin with "Delete on Reboot..." then you'll need to reboot BEFORE running the Flash Player installer again.

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