CSTV.com Account Information FAQ
• I subscribed last season, but now I can't login.
• What is All-Access?
• Who delivers and supports All-Access?
• How do I sign up for All-Access?
• What is the encode rate (kbps) for your streaming video?

System Requirements

• Make sure your computer meets all the system requirements for CSTV.com products.

CSTV.com Subscription Access FAQ
• I subscribed last season, but now I can't login.
• Can I access my subscription from any computer, anywhere at anytime?
• How long until games are archived?
• I am trying to sign up online but I am having problems.
• I am trying to sign in to my subscription but my password is invalid
• I am a paid subscriber but I cannot access any content.
• How do I retrieve my password?
• How do I cancel my subscription?
• How much does All-Access cost?
• How do I find school-specific information?

CSTV.com Billing Information FAQ
• Can I use a debit card to sign up?
• How do I cancel my subscription?
• What is the CSTV.com refund policy?

CSTV.com Technical Troubleshooting FAQ

• Which Media Player do I need to play media on All-Access?
• What are the system requirements?
• Is All-Access compatible with Microsoft Internet Explorer 7.0?
• Can I use All-Access without leaving Firefox?
• How do I download and install the Windows Media Player?
• How do I download and install the latest Flash plug-in?
• How do I launch a Full-Screen version of the video being played?
• I’ve double-clicked the video being played and Full-Screen mode does not display. Why isn’t this working?
• How do I set the optimal configuration for my Media Player?
• Why can't I see the event links on the right side of the All-Access player?
• What should my Pop-up Blocker settings be?
• Game Tracker Requirements
• How do I delete Temporary Internet Files in my browser to clear the cache?
• I know I need to enable cookies for All-Access to function properly. How do I enable cookies in my browser?
• Can I use AOL as my browser when accessing my All-Access subscription?
• When I play an All-Access video feed, why can I hear the audio but not see the video?
• How can I improve the quality of my video feed?
• If I get the message: "Error, Windows Media Player cannot play the file if the file is on another computer, verify that you are connected to the Network" What could the problem be?
• I am having trouble accessing the game feeds and I may be behind a firewall, on a router, or on a wireless connection. Why does my media player try to connect endlessly, stay at a blank black screen or try to connect and then reconnect, or I receive a "Cannot connect to server/network" error message?
• What file types do CSTV.com products use? How do I associate these file types with my media player?
• The interface will not load, it just stays black and a circle keeps spinning in the center. What could the problem be?
• When I click on an event link at game time I get the message “The Game has not yet begun, please try back later”. What could the problem be?
• Live events stop playing on my MAC after approximately 5 minutes. What could the problem be?
• Video events with a green screen without video but I can hear the audio. What could the problem be?

Contact CSTV.com Customer Support
• Contact us

1. I subscribed last season, but now I can't login.

During the summer, CSTV All-Access went under construction and the upgraded system requires a new password. You should have received an email providing your assigned password. If you did not receive this email, please contact customer service at customersupport@cstv.com.

2. What is All-Access?

All-Access is an Internet broadband offering provided by CSTV that allows college sports fans to experience the passion, tradition and excitement of our teams with comprehensive, easy-to access multimedia coverage.

3. Who delivers and supports All-Access?

CSTV Networks, Inc.

4. How do I sign up for All-Access?

You will be prompted to sign-up with All-Access when you click on free or subscription content within the product. If you experience any problems during the registration process please contact customer service at customersupport@cstv.com.

5. What is the encode rate (kbps) for your streaming video?

400Kbps - 500Kbps.

6. Will I be able to get a Video feed with a school-specific All-Access Subscription for away games? School-specific All-Access subscriptions generally do not generate away game video feeds.

System Requirements

• Processor: Intel Pentium III 800 MHz (or equivalent) • Operating System: Windows 2000 SP4, Windows XP SP2, XP Media Center 2005
• Browser: Microsoft Internet Explorer 6.0 and 7.0
• 512 MB RAM
• 16-bit sound card and speakers
• 65,000-color video display card
• Internet connection: High Speed Broadband Connection at least 500kbps
• Web browser (see above); cookies enabled
• Media Player: Windows Media Player (Windows 2000) 9 and (Windows XP) 10
• Flash 7.0 or 8.0 for Internet Explorer
• Minimum Screen Resolution 1024 x 768

• Macintosh:
• Operating System: MAC OS X 10.4.2 or higher
• Browser: Safari 2.0.4 or higher (JavaScript must be enabled)
• 512 MB RAM
• 16-bit sound card and speakers
• 65,000-color video display card
• Internet connection: High Speed Broadband Connection at least 500kbps
• Web browser (see above); cookies enabled
• Minimum Screen Resolution 1024 x 768
• Flip4Mac plug-in (by Telestream - free download): With Flip4Mac, you can play Windows Media files (.wma and .wmv) in QuickTime Player and view Windows content on the Internet using a web browser
• Flip4Mac System Requirements:
• QuickTime 7.1.6 or higher (7.3 or higher recommended)
• The Flip4Mac plug-in may be downloaded at the following link: http://www.microsoft.com/windows/windowsmedia/player/wmcomponents.mspx
• Click on "Free Download" button and then click on the "Download" button.
• We recommend that you review the Flip4Mac download and installation
instructions on the same page as the Download button before downloading.

1. I subscribed last season, but now I can't login.

During the summer of 2006, CSTV All-Access was completely redesigned and optimized. The upgrade system requires users to possess a new password. If you were a previous user of All-Access, you should have received an email providing your assigned password. If you did not receive this email, please contact customer service at customersupport@cstv.com.

2. Can I access my subscription from any computer, anywhere at anytime?

Yes. As long as the computer meets the system requirements and has internet access with at least 500kbps bandwidth for Video, then you can login with your registered email address and password to access your subscription from anywhere at anytime.

3. How long until games are archived?

The archives should generally be available within 24 to 48 hours of the game (subject to school(s) discretion and/or tape delay exceptions e.g. school / conference not releasing footage).

Note: School year 2006/07 archives will not be available on Macintosh. School year 2007/08 archives will be available to Macintosh users.

4. I am trying to sign up online but I am having problems.

Please contact customer service at customersupport@cstv.com.

5. I am trying to sign in to my subscription but my password is invalid?

Please be sure to type your password exactly as you entered it. Passwords are case sensitive. Also, make sure the CAPS LOCK key is NOT on. If you are still have problems signing in, email customer service at customersupport@cstv.com.

6. I am a paid subscriber but I cannot access any content.

Please contact customer service at customersupport@cstv.com.

7. How do I retrieve my password?

Please email customer service at customersupport@cstv.com.

8. How do I cancel my subscription?

Please email customer service at customersupport@cstv.com.

9. How much does All-Access cost?

The XXL All-Access monthly subscription costs $14.95. The XXL All-Access annual subscription costs $119.95. School and Conference products may vary.

10. How do I find school-specific information?

The following link will provide you access to specific School athletic websites.
http://www.cstv.com/online/partners/cstv-partners.html#schools

1. Can I use a debit card to sign up?

Yes. You can sign up online using your debit or credit card.

2. How do I cancel my subscription?

All CSTV.com monthly subscriptions are billed on a recurring 30 day cycle regardless of usage until cancelled. Annual subscriptions are billed prior to the start of each season. You can cancel your subscription by emailing customer service at customersupport@cstv.com.

3. What is the CSTV.com refund policy?

CSTV.com will honor any refund request for an unused seasonal subscription made within 10 days of purchase and any refund request for an unused monthly subscription made within 5 days of the purchase or within 5 days of the last billing. Please email customer service at customersupport@cstv.com.

1. Which Media Player do I need to play media on All-Access?

• Windows 2000 SP4 - WMP Version 9
• Windows XP SP2, XP Media Center 2005: WMP Version 10

• Macintosh: Quick Time 7.1.6 or higher (7.3 or higher recommended) with the Flip4Mac plug-in

2. What are the system requirements?

• Processor: Intel Pentium III 800 MHz (or equivalent) • Operating System: Windows 2000 SP4, Windows XP SP2, XP Media Center 2005
• Browser: Microsoft Internet Explorer 6.0 and 7.0
• 512 MB RAM
• 16-bit sound card and speakers
• 65,000-color video display card
• Internet connection: High Speed Broadband Connection at least 500kbps
• Web browser (see above); cookies enabled
• Media Player: Windows Media Player (Windows 2000) 9 and (Windows XP) 10
• Flash 7.0 or 8.0 for Internet Explorer
• Minimum Screen Resolution 1024 x 768

• Macintosh:
• Operating System: MAC OS X 10.4.2 or higher
• Browser: Safari 2.0.4 or higher (JavaScript must be enabled)
• 512 MB RAM
• 16-bit sound card and speakers
• 65,000-color video display card
• Internet connection: High Speed Broadband Connection at least 500kbps
• Web browser (see above); cookies enabled
• Minimum Screen Resolution 1024 x 768
• Flip4Mac plug-in (by Telestream - free download): With Flip4Mac, you can play Windows Media files (.wma and .wmv) in QuickTime Player and view Windows Media content on the Internet using a web browser
• Flip4Mac System Requirements:
• QuickTime 7.1.6 or higher (7.3 or higher recommended)
• The Flip4Mac plug-in may be downloaded at the following link: http://www.microsoft.com/windows/windowsmedia/player/wmcomponents.mspx
• Click on "Free Download" button and then click on the "Download" button.
• We recommend that you review the Flip4Mac download and installation
instructions on the same page as the Download button before downloading.

•Is All-Access compatible with Microsoft Internet Explorer 7.0?

Yes. To upgrade to IE 7.0, click on the link below and follow the instructions:

http://www.microsoft.com/windows/ie/downloads/default.mspx

•Can I use All-Access without leaving Firefox?

Yes. Click on the link below and download the extension plug-in to enable Firefox to run an Internet Explorer browser session:

http://www.download.com/IE-Tab/3000-11745_4-10603738.html?tag=lst-0-3

Download and install the IE_TAB extension plug-in and restart Firefox. Open www.cstv.com or the school site in a new tab. Then right click on the page and select “View Page as IE Tab”.

3. How do I download and install the Windows Media Player?

•Go to the Windows Media Download Center
http://www.microsoft.com/windows/windowsmedia/download/AllDownloads.aspx
•From the list of downloads, select the appropriate Windows Media Player for your operating system
•Click on the Download button for Widows Media Player 9 or 10
•After the download, open the installer (MPSetup.exe) and complete the installation.

4. How do I download and install the latest Flash plug-in?

• Go to the Adobe Flash Player Download Center for Windows
http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash
• Click on the 'Download Now' button
• After the download, open the installer (install_flash_player.exe) and complete the installation.

5. How do I launch a Full-Screen version of the video being played?

• Double-click on the video to view the video in Full-Screen mode.

Note: There is enlarged 2/3 screen support but no current support for the full screen mode for the Macintosh.

6. I’ve double-clicked the video being played and Full-Screen mode doesn't display. Why isn’t this working?

Some computer manufacturers disable Full-Screen mode (e.g. double-clicking the video) by default.

To Re-enable Full-Screen mode:
• Load Windows Media Player
• On the menu bar, select “Tools” then “Options”
• In the Performance Tab, select the “Advanced” button
• Ensure “Enable full-screen mode switch” is selected
• Click the “OK” button

7. How do I set the optimal configuration for my Media Player?

• Optimal configuration for Windows Media Player
• Open the Windows Media Player in stand alone mode
• Pull down the Tools menu of your Windows Media Player (you may have to maximize the player window to access the Tools menu)
• Select Options
• In the Player tab, be sure the "Download Codecs Automatically" box is checked.
• Also, be sure the "Connect to the Internet (overrides other commands)" box is checked.
• In the Performance tab, in the Connection Speed category, select Choose Connection Speed
• In the Connection Speed drop down menu, choose the speed proper to your Internet service.
Note: For CSTV.com video, the speed must be higher than 500Kbps. If you do not know your connection speed, contact your Internet Service Provider
• Select the Network tab
• Uncheck the top two Streaming Protocol circles: Multicast and UDP. Leave TCP and HTTP checked. (You can also try and uncheck TCP.)
• Click Configure
• Change the Proxy Setting to Do Not Use a Proxy Server
• Click OK to the Configure Protocol window
• Click Apply
• Click OK to the Options window

• Optimal configuration for QuickTime on the Macintosh
• Open the QuickTime Player in stand alone mode
• Pull down the QuickTime menu and select QuickTime preferences
• Under the browser tab make sure "Play movies automatically" and "Save movies in disk cache" are checked
• Under the streaming tab set the speed to 768kbps DSL/Cable
• Check "Enable instant on" box
• Close the QuickTime preferences

• Flip 4Mac Plug-In
• Close all applications.
• Click on the Apple menu and select "System Preferences".
• Find and click on the "Flip4Mac WMV" preferences icon.
• Select the second tab from the left marked “Player” or "Movie".
• Find the “Create streaming movies” option and be sure it’s checked ON.
• Close the Flip4Mac preferences.
• Re-start the Mac.

8. Why can't I see the event links on the right side of the All-Access player?

The video screen resolution needs to be changed to 1024 x768.
• Click a RIGHT CLICK on your desktop
• Select PROPERTIES
• Click on the SETTINGS tab
• Slide the bar under "screen resolution" to 1024 x 768
• Click on APPLY
• Click on OK

9. What should my Pop-up Blocker settings be?

• Pop-up Blocker turned OFF - some applications, such as the Media Player and Game tracker and the sign in screen are launched in separate pop-up windows. You may not be able to launch these applications properly if you have Pop-up Blocker turned on
• Your computer may have 3rd party pop-up blockers in addition to your browsers pop-up blockers that will also need to be disabled

10. Game Tracker Requirements

Game Tracker will work with Flash Player 7 or higher installed. It is recommended that your connection speed is higher than 500 Kbps (Mid-Level DSL or above). To ensure optimal performance, make sure your browser is configured to maximize the refresh speed of your CSTV.com Game Tracker session. Follow these steps in Internet Explorer Version 6:

• Pull down the Tools menu and select Internet Options
• Make sure you are in the General tab
• Click on the Settings button
• Under 'Check for newer version of stored pages'
• Fill in the circle for 'Every visit to the page'
• Click OK
• Click OK to close the Internet Options window

DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION:

Changing configurations of your computer is done at your own risk. In no event shall CSTV be responsible or liable for any damage, failure, interruption or error to your computer and/or software or operating system with respect to any changes made based on the above suggested configurations.

11. How do I delete Temporary Internet Files in my browser to clear the cache?

If you are having difficulty accessing CSTV.com, then you should clear out your browser's cache.

To clear the cache on Internet Explorer Version 6:
• Pull down the Tools menu and select Internet Options
• Make sure you are in the General tab
• Click Delete Files. (Click OK in the Delete Files pop up window)
• Do not check the 'Delete offline connect' box
• Click OK to close the Internet Options window

To clear the cache on Internet Explorer Version 7:
• Pull down the Tools menu and select Internet Options
• Make sure you are in the General tab
• Under Browsing history "Delete temporary files, history . . ."
• Click on the Delete button
• Go to the "Temporary Internet Files" tab
• Click on the "Delete files" button on the right
• Click “Yes” to the prompt "Are you sure you want to delete all temporary Internet Explorer files?"
• Click on the "Close" button when the temporary internet files have been deleted
• Click OK to close the Internet Options window

To clear the cache in Safari on the Macintosh:
• Pull down the Safari menu and select Empty Cache.
• Click on Empty in the ensuing window.

12. I know I need to enable cookies for All-Access to function properly. How do I enable cookies in my browser?

Below are directions on how to locate the cookie settings on browsers supported by CSTV.com:

Internet Explorer Version 6
• Pull down the Tools menu and select Internet Options
• In the Privacy tab, the bar on the left slides up or down, setting the cookie level
• If the slide bar does not move, click on the DEFAULT button in the lower right to restore defaults, this enables you to move the slide bar
• Configure your browser with the slide bar to accept cookies, at your preferred level
• Recommended Cookie level: Medium

13. Can I use AOL as my browser when accessing my All-Access subscription? You will NOT be able to use AOL as your browser. Please refer to System Requirements.

14. When I play an All-Access video feed, why can I hear the audio but not see the video?

• Close out of All Access and start a fresh browser
• Pull down the Tools menu and select Internet Options
• Make sure you are in the General tab
• Click Delete Files. (Click OK in the Delete Files pop up window) • Do not check the "Delete offline connect box"
• Click OK
Check that the correct version of the Windows Media Player installed
• Open the Windows Media Player in stand alone mode
• Pull down the Help menu of your Windows Media Player (you may have to maximize the player window to access the Tools menu)
• Select 'About Windows Media Player'
• The will show you what WMP version you are running.
• If you are not running version necessary to support your Operating System you will need to download it from: http://www.microsoft.com/windows/windowsmedia/download/AllDownloads.aspx Ensure that you have set the optimal configuration for your Windows Media Player Refer to Technical FAQ # 5 (What are the optimal configurations for my media player?) Note: CSTV.com Support does NOT support particular firewall software (McAfee, Zone Alarm, Norton Internet Security etc.). To receive CSTV.com content, we recommend setting CSTV.com as a trusted site on your firewall software. Please consult the Help section of your firewall software for further support. Please see Disclaimer above regarding changing your computer's configuration.

15. How can I improve the quality of my video feed?

If the media player continues to buffer or reconnect or shows only a frame-by-frame "choppy" feed, then there may a problem with the bandwidth or you may need to clear your browsers cache. Our broadcasts are streamed at 500Kbps and above, and your bandwidth must be consistently pulling over 500Kbps to receive a high-quality video feed. First, test your bandwidth. For an accurate reading, use a reliable bandwidth-testing website (such as http://tech.msn.com/speedtest.aspx). Bandwidths continually fluctuate, especially with a wireless connection, so perform two or more tests. Again, the recommended bandwidth for video is 500Kbps and above. A user connecting below 500Kbps may get the video, but will likely experience choppy feeds. If you are not consistently testing above 500Kbps, you may want to contact your Internet Service Provider. Note: CSTV.com does not support any specific bandwidth-testing website.
Verify Your Bandwidth, Running a Bandwidth Test
• Open a fresh browser window and go to http://tech.msn.com/speedtest.aspx
• Go to INTERNET SPEED TEST and enter your area code in step #1
• Go to #2 CHOOSE YOUR CURRENT CONNECTION TYPE and fill in the applicable circle
• Click on the TEST IT button
• The Bandwidth Meter will return your available bandwidth in RED with a number and the word YOU
• The number in RED is your available bandwidth. If under 500kbps, please contact your ISP
Be sure your Windows Media Player bandwidth is set properly
• Open the Windows Media Player in stand alone mode
• Pull down the Tools menu of your Windows Media Player (you may have to maximize the player window to access the Tools menu)
• Click on the Performance tab
• Set the Connection Speed to the appropriate value as per your diagnostic test
• Click Ok
• Click Apply and Ok to close the Windows Media Player
Clear out your browser's cache by deleting Temporary Internet files
• Close out of All Access and start a fresh browser window
• Pull down the Tools menu and select Internet Options
• Make sure you are in the General tab
• Click Delete Files. (Click OK in the Delete Files pop up window)
• Do not check the "Delete offline connect box"
• ***Your mouse pointer may turn into an hourglass (while cleaning temp files) if you have not done this in while. If this happens, wait for the mouse pointer to return
• Click OK

On a Mac:
• Clear the Browser cache
• Set the bandwidth speed in QuickTime to 768 kbps - Refer to Technical FAQ #7
• Run a bandwidth speed test to ensure your bandwidth is at least 500kbps
• Use the following link for a bandwidth speed test http://tech.msn.com/speedtest.aspx

16. I get the message: "Error, Windows Media Player cannot play the file if the file is on another computer, verify that you are connected to the Network". What could the problem be?

Typically, this is an indication that you have some type of anti-Spyware software (Spy-sweeper, Ad-Aware, Spybot, etc.) running. This type of software is usually set to load when you start up your computer. This may be blocking the audio or video stream. You will need to temporarily disable this software.
• Place you mouse pointer on the icons on your system tray to the left of the clock in the lower right corner
• As you move your pointer from right to left over each icon you should see an overlay description of each icon in a white text box
• Once the Spyware software icon has been identified
• Right click on the Sypware icon and select 'disable' or uncheck any enabled check boxes. (software will reload on your computers next start-up)
• Close All-Access and open a new IE browser window
• Try to access the event feed again
Note: CSTV.com does not support particular Sypware software (Spy-sweeper, Ad-Aware, Spybot, etc.)

If you are not running spyware and are using a Wireless Internet connection please try the following steps:
• Open the Windows Media Player in stand alone mode
• Pull down the Tools menu of your Windows Media Player (you may have to maximize the player window to access the Tools menu)
• Select Options
• Select the Network tab
• Uncheck the all Streaming Protocols except HTTP: Leave HTTP checked.
• Click the Configure button in the lower right
• Ensure the proxy setting is set to "Use proxy settings of the web browser"
• Click OK in the Configure window
• Click Apply and then OK to save the changes and close the Windows Media Player
• Try to access the event feed again
Please see Disclaimer above regarding changing your computer's configuration.

17. I am having trouble accessing the game feeds and I may be behind a firewall, on a router, or on a wireless connection. Why does my media player try to connect endlessly, stay at a blank black screen or try to connect and then reconnect, or I receive a "Cannot connect to server/network" error message?

• Refer to Technical FAQ # 11 (How do I delete the Temporary Internet files to clear my browser's cache?)
In the Windows Media Player check the following settings:
• Pull down the Tools menu and go to Options
• Select the Network tab
• Uncheck the top two Streaming Protocol circles: Multicast and UDP. Leave TCP and HTTP checked. (You can also try and uncheck TCP)
• Click on Configure
• Change the Proxy Setting to Do Not Use a Proxy Server.
• Click OK to the close the Protocol window
• Click OK to the Options window
Note: CSTV.com Support does NOT support particular firewall software (McAfee, Zone Alarm, Norton Professional etc.). To receive CSTV.com content, we recommend setting CSTV.com as a trusted site on your firewall software. Please consult the Help section of your firewall software for further support. Please see Disclaimer above regarding changing your computer's configuration.

18. What file types do CSTV.com products use? How do I associate these file types with my media player?
All CSTV.com feeds are 'Windows Media Audio/Video files' with extensions 'WMV,' 'WMA,' and 'ASX,'. To check your computer's file associations, pull down the Tools menu in any Windows folder and select Folder Options. Then, click on the File Types tab. Verify that extensions WMV, ASF and ASX open with the Windows Media Player.

Flip4Mac will handle these associations by default for the Macintosh

19. The interface will not load, it just stays black and a circle keeps spinning in the center. What could the problem be?
Typically, this is an indication of a conflict with the settings in your Norton Internet Security software and the All-Access player interface. The following steps should resolve this and allow the interface to load:
• Close all applications.
• Open the Norton Internet Security software.
• Find the Add blockers and (if present) Pop up blockers and uncheck each to disable.
• Exit Norton Internet Security and clear the browsers cache by deleting the temporary internet files. (see Technical FAQ #11 if you need help doing this)
• Close any browsers sessions and open a fresh browser and you should be able to load the interface now. Please keep in mind that Norton Internet Security software versions can differ greatly in where the features are located. It is important to delete your browsers temp files after the settings changes in Norton Internet Security have been made.
Note: CSTV.com Support does NOT support particular firewall software (McAfee, Zone Alarm, Norton Professional etc.). To receive CSTV.com content, we recommend setting CSTV.com as a trusted site on your firewall software. Please consult the Help section of your firewall software for further support. Please see Disclaimer above regarding changing your computer's configuration.

20. When I click on an event link at game time I get the message “The Game has not yet begun, please try back later”. What could the problem be?
Typically this is an indication that you need to clear your browsers cache and optimize the settings in your Windows Media player.

• Clear your browsers cache by deleting the temporary internet files. (See Technical FAQ #11 if you need help doing this)

• Optimize the Windows Media Player settings by doing the following:
• Close all applications
• Open the Windows Media Player by itself
• Pull down the Tools menu of the Windows Media Player (you may have to maximize the Windows Media Player window to access the Tools menu)
• Then select "Options"
• Select the "Network" tab
• Uncheck all but two "Streaming Protocols": Leave "TCP" and "HTTP" checked.
• Click on the "Configure" button in the lower right.
• Change the Proxy Settings to "Do Not Use a Proxy Server".
• Click "OK"
• Select the "Performance" tab
• In the "Connection Speed" category; change from "Detect connection speed (recommended)" to "Choose Connection Speed".
• After selecting "Choose Connection Speed" use the drop-down menu and set to "DSL/Cable 768".
• Click on "Apply"
• Click "OK" to close the Options window.
• Close the Windows Media Player
• Open a fresh Internet Explorer browser window and click on the watch/listen link again.

Note: If you are unable to see the tools menu in the Windows Media Player; please take the following steps:

Run the mouse pointer from left to right along the menus reading "NOW PLAYING, LIBRARY, RIP, BURN, SYNC etc. to approximately one inch to the right of the last item displayed in the menu line keeping the pointer level with the menu items. Then in a blank space approximately one inch from the last item and do a single right mouse click. Select the bottom choice to "Show menus" or "Show classic menus" and then go to the tools menu which should now be visible and begin the steps above.

Please see Disclaimer above regarding changing your computer's configuration.

21. Live events stop playing on my MAC after approximately 5 minutes. What could the problem be?
Typically this requires a settings change in the Flip4Mac plug-in.
• Close all applications.
• Click on the Apple menu and select "System Preferences".
• Find and click on the "Flip4Mac WMV" preferences icon.
• Select the second tab from the left marked “Player” or "Movie".
• Find the “Create streaming movies” option and be sure it’s checked ON.
• Close the Flip4Mac preferences.
• Shut down and re-start the Mac.
• If your version of Flip4Mac does not have this feature, please uninstall your current version then use the following link to roll back your Flip4Mac.
• http://www.findmysoft.com/mac/Flip4Mac-WMV-Player-download.html
• Make the settings change as listed above and re-start.
• Re-try the live event.

Or

• If you are running the 2.2.x.x version of Flip4Mac you may download and install the plug-in patch that adds the "Create Streaming Movies" feature to the latest version of Flip4Mac at the following link:
•http://flip4mac.com/support_wmv.htm
• Once the "Streaming Utility application" plug-in has been downloaded and installed.
• Find the "Create Streaming Movies" check box and be sure it is check ON.
•Close all applications and re-start your Mac.
• Re- try event.

22. Video events with a green screen without video but I can hear the audio. What could the problem be?
Typically this is an indication the video acceleration in your Windows Media Player needs to be slowed down. Please try the following steps.
• Close all applications.
• Pull up Windows Media Player in stand alone mode
• Pull down the Tools menu.
• Go to Performance tab.
• Slide the Video Acceleration bar full to the left (the default will be to the right).
• Click on Apply then OK and close the Windows Media Player.
• Re-try the video event.

Contact CSTV.com Customer Support
If you do not see the answer to your question or problem in our FAQ section, or have further questions, comments, or suggestions for us, please do not hesitate to contact us. For technical problems or questions regarding All-Access audio or video content, please visit our Technical Support Feedback Page. For assistance with an account-related problem (including password resets and billing information), please visit our Account Services Feedback Page.