CBS College Sports Account Information FAQ
• 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?
• Will I be able to get a Video feed with a school-specific All-Access Subscription for away games?

System Requirements

• Make sure your computer meets all the All-Access system requirements.

CBS College Sports Subscription Access FAQ
• 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?
• What are pay-per-view events and are they included in my subscription?

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

CBS College Sports Technical Troubleshooting FAQ

• Media Player Requirements for All-Access?
• What are the All-Access system requirements?
• Is All-Access compatible with Microsoft Internet Explorer 7.0?
• How do I download and install the latest Flash plug-in?
• How do I launch an enlarged version of the video being played?
• Why can't I see the entire 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?
• 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 CBS College Sports products use? How do I associate these file types with my media player?

Contact CBS College Sports Customer Support
• Contact us

1. What is All-Access?

All-Access is an Internet broadband offering provided by CBS College Sports that allows college sports fans to experience the passion, tradition and excitement of our teams with comprehensive, easy-to access multimedia coverage. During the summer of 2008, CBS College Sports All-Access powered by Microsoft's Silverlight technology was completely redesigned and optimized. The state of the art interface will give fans the highest quality streaming experience in the most user-friendly environment. This new player will be fully compatible across different web browsers and will offer new enhanced features such as aggressive searching tools, interactive calendar feature, simplified player navigation and more.

2. Who delivers and supports All-Access?

CBS College Sports Network.

3. 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.

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

400Kbps - 500Kbps.

5. 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 4, 1.6 + GHz (or equivalent)
• Operating System: Windows 2000 SP4, Windows XP SP2, XP Media Center 2005, Windows Vista
• Microsoft Silverlight plug-in 2.0
• The Microsoft Silverlight plug-in may be downloaded at the following link: http://www.microsoft.com/silverlight/resources/install.aspx?v=2.0
• Click on the "CLICK TO INSTALL" button then click on the following prompts to complete the Silverlight installation:
• Click on the "Run" button
• Click on the "Run" button again
• Click on the "Install now" button
• The Microsoft Silverlight installation is now complete
• Recommended Browsers: Microsoft Internet Explorer 6.0 and 7.0 or Firefox 2.x (JavaScript must be enabled)
• Note: Windows 2000 SP4 and Silverlight 2.0 support the Microsoft Internet Explorer 6.0 browser only
• 512 Megs + RAM (Windows Vista 3Megs + RAM recommended)
• 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
• Flash 9.0 or higher
• Minimum Screen Resolution 1024 x 768

• Macintosh:

• Processor: Intel Core Duo, 1.83 + GHz
• Operating System: INTEL-BASED MAC OS X 10.4.8 or higher
• Microsoft Silverlight plug-in 2.0
• The Microsoft Silverlight plug-in may be downloaded at the following link: http://www.microsoft.com/silverlight/resources/install.aspx?v=2.0
• Click on the "CLICK TO INSTALL" button then click on the following prompts to complete the Silverlight installation:
• Click on the continue button
• Click on the continue button
• Click on the continue button
• Click on the AGREE button
• Click on the continue button again
• Click on the "Install" button
• The Microsoft Silverlight installation is now complete
• Click on the OK button and re-start your Mac
• Recommended Browsers: Safari 3.0 or higher or Firefox 2.x (JavaScript must be enabled)
• 1 + GB 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

1. 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.

2. 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.

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

Please contact customer service at customersupport@cstv.com.

4. 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.

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

Please contact customer service at customersupport@cstv.com.

6. How do I retrieve my password?

Please email customer service at customersupport@cstv.com.

7. How do I cancel my subscription?

Please email customer service at customersupport@cstv.com.

Visit our Account Services Feedback page

8. 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.

9. How do I find school-specific information?

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

10. What are pay-per-view events and are they included in my subscription?

Pay-per-view events are single one time purchase events available live as well as on demand. Most pay-per-view events are included in annual XXL as well as annual school and conference subscriptions but are not included with monthly subscriptions with the exception of ACC Select. CBS broadcast games are not available as part of the XXL or school annual subscription package. You may review the pay-per-view schedule at the following link: http://www.sportsline.com/cbscollegesports/affiliates/ppv

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 CBS College Sports 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.

Visit our Account Services Feedback page

3. What is the CBS College Sports refund policy?

CBS College Sports 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. Media Player Requirements for All-Access?

2. What are the All-Access system requirements?

• Processor: Intel Pentium 4, 1.6 + GHz (or equivalent)
• Operating System: Windows 2000 SP4, Windows XP SP2, XP Media Center 2005, Windows Vista
• Microsoft Silverlight plug-in 2.0
• The Microsoft Silverlight plug-in may be downloaded at the following link: http://www.microsoft.com/silverlight/resources/install.aspx?v=2.0
• Click on the "CLICK TO INSTALL" button then click on the following prompts to complete the Silverlight installation:
• Click on the "Run" button
• Click on the "Run" button again
• Click on the "Install now" button
• The Microsoft Silverlight installation is now complete
• Recommended Browsers: Microsoft Internet Explorer 6.0 and 7.0 or Firefox 2.x
• Note: Windows 2000 SP4 and Silverlight 2.0 support the Microsoft Internet Explorer 6.0 browser only
• 512 Megs + RAM (Windows Vista 3Megs + RAM recommended)
• 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
• Flash 9.0 or higher
• Minimum Screen Resolution 1024 x 768

• Macintosh:

• Processor: Intel Core Duo, 1.83 + GHz
• Operating System: INTEL-BASED MAC OS X 10.4.8 or higher
• Microsoft Silverlight plug-in 2.0
• The Microsoft Silverlight plug-in may be downloaded at the following link: http://www.microsoft.com/silverlight/resources/install.aspx?v=2.0
• Click on the "CLICK TO INSTALL" button then click on the following prompts to complete the Silverlight installation:
• Click on the continue button
• Click on the continue button
• Click on the continue button
• Click on the AGREE button
• Click on the continue button again
• Click on the "Install" button
• The Microsoft Silverlight installation is now complete
• Click on the OK button and re-start your Mac
• Recommended Browsers: Safari 3.0 or higher or Firefox 2.x (JavaScript must be enabled)
• 1 GB + 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

•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

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 an enlarged version of the video being played?

• Click on the rectangle with the arrow pointing up under the video to set the video to enlarged mode.

• Click on the rectangle with the arrow pointing down to return to standard size video mode. Top-->

6. Why can't I see the entire All-Access player?

The video screen resolution needs to be changed to 1024 x768.

Windows:

• 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

Macintosh:

7. 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

8. 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 CBS College Sports 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 CBS College Sports 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 suggested configurations.

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

If you are having difficulty accessing CBS College Sports All-Access content, 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.

To clear the cache in Firefox:
• Pull down Tools menu.
• Select Options.
• Click on the Advanced icon tab.
• Under the CACHE section click on the "Clear Now" Button.
• Click on OK and exit the Tools menu.

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

11. 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.

12. 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 and clear out your web browsers cache.

• Refer to Technical FAQ # 10 (How do I delete the Temporary Internet files to clear my browser's cache?)
Note: Firewalls may interfere with accessing All-Access content. CBS College Sports does NOT support particular firewall software (McAfee, Zone Alarm, Norton Internet Security etc.). To receive CBS College Sports content, we recommend setting CBSSPORTS.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.

13. 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: CBS College Sports 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
• Clear out your browser's cache by deleting Temporary Internet files
• Close out of All Access and start a fresh browser and clear out your web browsers cache. • Refer to Technical FAQ # 10 (How do I delete the Temporary Internet files to clear my browser's cache?)

On a Mac:
• Clear the Browser cache
• Set the bandwidth speed in QuickTime to 768 kbps
• Run a bandwidth speed test to ensure your bandwidth is at least 500kbps
• The following link may be used for a bandwidth speed test http://tech.msn.com/speedtest.aspx

14. 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 # 10 (How do I delete the Temporary Internet files to clear my browser's cache?)
Note: CBS College Sports does NOT support particular firewall software (McAfee, Zone Alarm, Norton Professional etc.). To receive CBS College Sports content, we recommend setting CBSSPORTS.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. What file types do CBS College Sports products use? How do I associate these file types with my media player?
All CBS College Sports video and audio files are automatically associated via the Microsoft Silverlight 2.0 plug-in.

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Contact CBS College Sports 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.