|
How do I update my personal details? |
You can maintain your name and address by using the MY PROFILE section. Log in to the service as normal, click the MY PROFILE link at the bottom of the screen, and choose 'Personal Details' to update.
My Profile also allows you to update your 'Payment Details', and 'Email and Password' can be changed as well. |
|
When will I be able to view match footage? |
| Weekend games will be available on Monday. Mid-week fixtures are available the following day. |
|
I want to contact the club. |
| To contact the club please click here |
|
What are the minimum system requirements for this service? |
To access the service and view clips you will require: Windows 98 or later, Windows Media Player 7.1 or above and Internet Explorer 5.0 or above, Netscape 7.01 or above or Firefox.
For best results, we recommend Internet Explorer 6 or above on Windows 2000 or Windows XP. If you do not have Windows Media Player and/or Internet Explorer, you can download the latest versions from www.microsoft.com.
As Microsoft Digital Rights Management (DRM) licence system is not fully supported on Mac OS, some limitations apply to MAC users, most specifically the ability to download clips is not available. This means that MAC users of this service should ensure they have sufficent bandwidth to stream the clips used. |
|
I have an Apple Mac, can I access? |
| As Microsoft Digital Rights Management (DRM) licence system is not fully supported on Mac OS, some limitations apply to MAC users, most specifically the ability to download clips is not available. This means that MAC users of this service should ensure they have sufficent bandwidth to stream the clips used. |
|
How do I cancel my subscription? |
| You may email us at support.WHUTV@Level3.com
to cancel your subscription. Please include your details in your email:
-Your username
-Your full first and last name
-Your account number (if you know it)
-Reason for cancelling
Please supply your reason for cancelling and any suggestions you have for improving our service. |
|
Clip will not play, player status is saying "Ready" |
There are 2 main causes for this issue.
To determine the cause in your case, right click on the player
and select Error Details....
Then click Web Help or More Information to get additional information.
- If the error refers to a DRM license issue such as
"Windows Media Player cannot play, synchronize, or burn a protected file
because an error occurred while verifying the license.",
this could mean that your DRM component is corrupt.
Refer to the "Licence delivery error:
A problem has occurred in the DRM component" section in this FAQ
for details on how to fix this issue.
- Otherwise if you are using Internet Explorer 6,
apply the following rollup fix from
Microsoft Knowledge Base kb922760.
|
|
Licence delivery error: Automation server can't create object |
This error should only appear for Internet Explorer browsers. Please choose the solution appropriate to your version of Internet Explorer.
-
Internet Explorer version 7 or later
- Navigate to Tools > Manage Add-ons >
Enable or Disable Add-ons...
- In the list of Add-ons find RMGetLicense Class.
Note: if you cannot see this add-on try changing the view
in the Show dropdown list.
- Select the RMGetLicense Class.
- In the Settings section click Enable.
- Click OK.
- If you do not see RMGetLicense class in the list of Add-ons:
- Set your Security settings to Default Level if necessary:
- Navigate to Tools > Internet Options.
- Select Security Tab.
- Click Default Level.
- Click OK.
-
Internet Explorer version 6 on Windows XP Service Pack 2
- Navigate to Tools > Manage Add-ons...
- In the list of Add-ons find RMGetLicense Class.
Note: if you cannot see this add-on try changing the view
in the Show dropdown list.
- Select the RMGetLicense Class.
- In the Settings section click Enable.
- Click OK.
- If you do not see RMGetLicense class in the list of Add-ons:
- Set your Security settings to Default Level if necessary:
- Navigate to Tools > Internet Options.
- Select Security Tab.
- Click Default Level.
- Click OK.
-
an earlier version of Internet Explorer than those above
- Set your Security settings to Default Level if necessary:
- Navigate to Tools > Internet Options.
- Select Security Tab.
- Click Default Level.
- Click OK.
- Ensure that you have Windows Media Player installed.
- Install the latest version of Windows Media Player from the
Microsoft site.
|
|
Licence delivery error: Parameter is incorrect |
This problem may have a number of contributory factors.
Depending on your system, you may need to try one or more
of the following steps in order to fully resolve the issue.
After completing each step, check to see if the issue has been resolved.
- Step 1: Re-individualize Windows Media Player following the link to
Microsoft Security Upgrade page.
- Step 2: Update Windows Media Format run-time components:
- Step 3: Reset DRM system
- Warning: This may delete all media usage rights
and you may not be able to play
protected files you have aquired / downloaded earlier. Please
refer to Microsoft F.A.Q (below) for further information.
- Ensure that your File Explorer settings allow viewing hidden files and folders:
- Open explorer.
- Select Tools > Folder Options menu.
- Select View Tab.
- Check Show hidden files and folders.
- Uncheck Hide protected operating system files (Recommended).
- Save these settings.
- Follow the steps described in "Q. Why do I get
an error message that the rights (or licenses) for my files are
corrupted or not valid?" section of
Microsoft DRM F.A.Q.
Note: if you are using Windows Media Player 9 or earlier,
please follow the steps described for Windows Media Player 10
of the F.A.Q. section above or proceed to the
Microsoft Knowledge Base kb810422.
|
|
Licence delivery error: A problem has occurred in the DRM component |
This problem may have a number of contributory factors.
Depending on your system, you may need to try one or more
of the following steps in order to fully resolve the issue.
After completing each step, check to see if the issue has been resolved.
- Step 1: Re-individualize Windows Media Player following the link to
Microsoft Security Upgrade page.
- Step 2: Update Windows Media Format run-time components:
- Step 3: Reset DRM system
- Warning: This may delete all media usage rights
and you may not be able to play
protected files you have aquired / downloaded earlier. Please
refer to Microsoft F.A.Q (below) for further information.
- Ensure that your File Explorer settings allow viewing hidden files and folders:
- Open explorer.
- Select Tools > Folder Options menu.
- Select View Tab.
- Check Show hidden files and folders.
- Uncheck Hide protected operating system files (Recommended).
- Save these settings.
- Follow the steps described in "Q. Why do I get
an error message that the rights (or licenses) for my files are
corrupted or not valid?" section of
Microsoft DRM F.A.Q.
Note: if you are using Windows Media Player 9 or earlier,
please follow the steps described for Windows Media Player 10
of the F.A.Q. section above or proceed to the
Microsoft Knowledge Base kb810422.
|
|
Licence delivery error: Player requires individualization |
|
|
What is Digital Rights Management? |
| Digital Rights Management is the system by which we comply with rights issues relevant to online distribution of Football League footage. |
|
I am getting an error message about licenses. |
| We have experience with license errors of the following nature:
- 'Your license ... has expired'
- License acquisition errors (various)
This is usually the result of a configuration on your PC. Please follow the steps below to resolve errors of this nature:
1. Update your Windows operating system to the latest release (or service pack) available from Microsoft. To do this, visit www.windowsupdate.com where you can check for updates and install them using Microsoft's site.
* NOTE: Windows XP users are advised to select Service Pack 1 only, for best results.
2. After updating Windows, if the license errors persist, then we advise you to delete all Temporary Internet Files and Cookies. To do this:
a) CAUTION: this procedure will remove all cookies and internet temporary files, some of which may be used by other internet sites and services that you frequent.
b) Close your browser (e.g. Internet Explorer, or AOL browser)
c) Locate and delete your Temporary Internet Files and Cookies
d) Click the START menu, select Settings
e) Open 'Internet Properties'
f) Click on Delete Cookies and Delete Files buttons
g) Click OK to close this window
h) Restart your browser, and login to our service
i) Try again to play the same clip
j) IMPORTANT: do not attempt to download the clip OR play any previously downloaded clips, as this would cause the error to repeat
3. If the error persists after trying the steps above, please email us so we can provide further advice. You should supply answers to the following:
Type of PC (eg: Compaq, Dell, Apple Mac) -
Internet Service Provider (eg: AOL, BT broadband, office network) -
Connection Type/Speed (eg: Broadband, work high-speed, 56k) -
Operating System (eg: Windows XP, Windows 2000) -
Service Pack installed (if any; eg: Service Pack 4) -
Web Browser (eg: Internet Explorer, Mozilla, Opera) -
Media Player and version (eg Windows Media Player 9.0) -
Any other installed Media Players (Real Player etc)-
Do you use any Routers/Firewalls (eg if using from work) -
Did you see any Error Messages? -
What message? -
At what point does the message appear? -
Your PC (IBM clone, Mac, etc) -
Processor/CPU Speed - |
|
I get sound but no picture/I only get an image using Full Screen |
It is likely that the problem you are experiencing relates to your video card driver needing updated. Check for updates for the driver by accessing your Video Card manufacturers web site.
To locate your Video Card information please use the following steps;
- Select start
- Then Settings
- Then Control Panel
- Select System
This will allow you to access the Video Card information from the Hardware Tab.
If that doesn't solve the problem, turn down (or turn off) video acceleration. To do this in Windows Media Player 9 Series, go to the Options dialog box and look for this option on the Performance tab.
Alternatively, please try turning off video rendering:
In Windows Media Player, click Options on the Tools menu. On the Performance tab, click Advanced. Clear the Use video mixing renderer check boxes in the Video Acceleration and DVD Video sections. Click OK, and then click OK. |
|
Why can't I see the picture clearly? |
If the video clip is buffering or stuttering you have either selected the wrong connection speed or there is congestion on the Internet. Check or "downgrade" these settings to a lower Viewing Options rate or choose a slower streaming speed (i.e. Medium)
If you are accessing the video stream using a 56k modem you are strongly advised that in this case you download your clips. |
|
How long will it take to download a clip? |
| Download times will vary according to the length of the clip. As a guide, please allow for at least the following time for one minute of actual footage:
|
Video Quality |
| Connection |
Med (100kbps) |
Hi (300kbps) |
| ADSL / T1 / Broadband |
30 seconds |
90 seconds |
| Dual ISDN |
1 minute |
3 minutes |
| Single ISDN |
2 minutes |
6 minutes |
| 56k Modem |
3½ minutes |
10 minutes |
| 28k Modem |
6 minutes |
18 minutes |
|
|
I have a 56k modem - how should I access the clips? |
| It is essential that 56k users download their clips. To download footage, select a connection rate for your clip and then click on the download link. |
|
How do I view clips? |
If you wish to view or download the clips from Channel 1 then simply press either Play or Download. The average time to download a clip using a 56k modem is displayed in the Clip Info box and is based on the size of the clip.
If you try to view content in one of the subscription channels you will need to become a Subscriber to the service first. Once subscribed, from a technical perspective, we recommend that to provide the best results you use the following applications: - Windows Media Player (versions 6.4 onwards). If you do not have Windows Media Player, please download the latest version from www.microsoft.com. - Internet Explorer (5.0 onwards are recommended). If you do not have Internet Explorer, please download the latest version from www.microsoft.com. Once you have downloaded the Player and Browser, simply select Med or Hi to stream the clip direct to your PC. If you have already successfully watched a clip on site, you have the Windows Media Player installed on your machine. |
|
Why do I keep getting prompted with a ' You are now entering a secure area ' message? |
| This will only happen on the first time you subscribe and is connected with Digital Rights, we recommend that you leave and re-enter the site. |
|
I can't log in. An error 'Logging in. please wait' never goes away. |
The error you've experienced may be due to a unique configuration of your PC. Please follow the steps below to try to resolve this:
1. Update your Windows operating system to the latest release (or service pack) available from Microsoft. To do this, visit www.windowsupdate.com where you can check for updates and install them using Microsoft's site.
*NOTE: Windows XP users are advised to select Service Pack 1 only, for best results.
2. If the error persists after updating Windows, please send an email so we can provide further advice. You should supply answers to the following:
Type of PC (eg: Compaq, Dell, Apple Mac) -
Internet Service Provider (eg: AOL, BT broadband, office network) -
Connection Type/Speed (eg: Broadband, work high-speed, 56k) -
Operating System (eg: Windows XP, Windows 2000) -
Service Pack installed (if any; eg: Service Pack 4) -
Web Browser (eg: Internet Explorer, Mozilla, Opera) -
Media Player and version (eg Windows Media Player 9.0) -
Any other installed Media Players (Real Player etc)-
Do you use any Routers/Firewalls (eg if using from work) -
Did you see any Error Messages? -
What message? -
At what point does the message appear? -
Your PC (IBM clone, Mac, etc) -
Processor/CPU Speed - |
|
We are temporarily unable to create a licence for this content. Please try again later |
In order to resolve the issue relating to the license expired message
Close Internet Explorer.
Delete all Temporary Internet Files and Cookies.
Restart Internet Explorer and access the service.
Select to play / stream the relevant clip.
Please do not attempt to download the clip or access any previously downloaded footage first as this would cause the error to re - occur. |
|
Why does the console sometimes close when I download a file? |
| This is caused by your browser settings. To overcome this without changing your browser settings, right click on the "Download" button and click "Save Target As .." |
|
I can only view clips in 'Full Screen' mode. |
The problem you are experiencing relates to your video card driver requiring an update. Check for updates for the driver by accessing your Video Card manufacturers web site.
To locate your Video Card information please use the following steps;
- Select start
- Then Settings
- Then Control Panel
- Select System
This will allow you to access the Video Card information from the Hardware Tab.
If that doesn't solve the problem, turn down (or turn off) video acceleration. To do this in Windows Media Player 9 Series, go to the Options dialog box and look for this option on the Performance tab.
As a final possibility, please try turning off video rendering:
In Windows Media Player, click Options on the Tools menu. On the Performance tab, click Advanced. Clear the Use video mixing renderer check boxes in the Video Acceleration and DVD Video sections. Click OK, and then click OK. |
|
What vendor name appears on my credit card statement? |
| The name WP Online Sports Svcs will appear on your credit card statement. |
|
Can I change my username? |
Unfortunately, no, your username cannot be changed. However, you can update your email address which is associated with your username. To do this:
- Login to the service with your username as it stands
|
|
How do I pay for the service? |
We accept payment by MasterCard and Visa credit cards. Your subscription is automatically renewing (whether monthly or annually), as stated in the terms and conditions.
Annual subscribers will receive a reminder via email (sent to the email address you have registered on your account) 30 days in advance of your renewal payment, and confirming the amount you will be charged. |
|
Why is the live commentary broadcast delayed? |
This is not a tape delayed broadcast. The broadcast feed is live and encoded up to the web immediately for you to view. However delays can be incurred as the stream is delivered to you from our servers to your machine. All live broadcasts over the web are delayed by between 20-90 seconds for technical reasons that we (and other web broadcasters) have no real control over. The technology is improving all the time and we're sure that in the next 18 months we'll see the delay reduced, but until then this is the best service we can offer.
The length of the delay is entirely dependant on your local ISP and how they route the live stream from our servers to your machine. The delay is also added to by any local buffering (default 10 seconds) within your media player along with a host of other small delays en-route. All this is usually very helpful when downloading streams or files however for live feeds it does make the stream appear delayed.
We can assure you that the broadcast is sent out live but, unlike tv, delays are incurred during the transmission. |
|
What is my Username? How do I log in? |
Your username is usually the email address you supplied when you subscribed to the service. You must enter your username exactly as you entered it during the subscription process.
If you are not sure, please contact us (either by email or telephone - see HELP for details), with your full name and email address, and your account number if you know it, and we will confirm your username to you. |
