Login Issues

Login Failed

If you received a Login Failed error message this means that an invalid username / password combination was used when attempting to log in to the site. Try to log in to the site again.

Stuck in a Loop

If you are experiencing other login issues and are using Internet Explorer, resetting the cookies on your computer may help resolve the problem.

To reset cookies using Internet Explorer 6:

1. Tools menu -> Internet Options
2. General tab -> Delete cookies button
3. Confirm and restart computer

To reset cookies using Internet Explorer 7:

1. Tools menu -> Internet Options
2. General tab -> Browsing History section, Delete button
3. Click on the delete cookies button
4. Confirm and restart computer

Personal Firewall

If you have a firewall running, such as Zone Alarm or Norton Internet Security, it may prevent you from logging in properly. Session cookies must be accepted in order to log in properly, and these programs block cookies by default. Check the documentation for your particular software to update your settings.

Video Doesn't Play

Windows Media Player and RealPlayer

Q. Why do I get "Server busy" or "Network Error"?

A. There are several potential reasons why you may receive this error, in both Windows Media Player and Realplayer. We have a redundant network, so in the event that one server is actually busy it will not affect every movie that we offer. Check to see if any of the following apply to you:

• Verify that your personal firewall is configured correctly.
  
• If you are an AOL user, you could receive this error if you are using RealPlayer. You may want to try using Windows Media Player instead.
  
• Verify that you are using HTTP protocol for streaming video in your media player (typically under network settings) and are not using Multicast, UDP, or TCP.
  

Q. Why do I have no video in Windows Media Player?

A. Our videos are for Windows Media Player 9 and above. Note that you may be required to install video codecs when attempting to play our movies if you are not running the most current version of Windows Media Player. If you are not prompted to install the video codecs automatically you can download them from Microsoft.

Q. Why does Windows Media player say Connect to the Internet?

A. Sometimes Windows Media Player cannot detect a permanent Internet connection. Verify that Media Player is connecting properly or upgrade to the latest version of Windows Media Player.

Q. Why do I get a "General Error"?

A. If you are still not successful in getting your preferred player to play movies, you may want to download and install the alternate player, such as Windows Media Player or RealPlayer. You can use the sample clip to determine which player works best on your system.

MAC OS X

Q. Why doesn't RealPlayer launch in Mac OS X?

A. Sometimes QuickTime or Graphic Converter will launch when attempting to play a movie. You will need to associate video files with RealPlayer and make RealPlayer the default application for these file types.

Q. I am receiving an error that my account is locked when attempting to play a video.

A. This message is unique to using RealPlayer in a Mac OS X environment. Verify that you are using HTTP protocol for streaming video.

Video is not Clear, is Choppy, Slows Down, or is Blank

There are many different factors that may cause a video to be blurry, stop and start, slow down, or even appear to be blank. You could experience video difficulties because of issues ranging from the type and age of your computer hardware to the type of graphics card that you are using. However, connection speed and video acceleration settings are two common problems that we have identified and have provided information about these issues to assist you with some troubleshooting.

• If the video AND audio are choppy, this typically, but not always means that you are having issues with your internet connection or the connection speed is low.
• If your video is choppy but your audio is not, this usually, but not always indicates that you are having hardware issues with your computer.

Connection Speed

One of the most critical factors in how clear your video quality is has to do with your internet connection speed. Connection speed is going to vary according to the type of internet connectivity that you are using. Most connectivity types are either a dial-up (low speed), DSL (medium speed), or cable (high speed). Therefore, if you are using a dial-up for internet connectivity you will have lower video quality, and depending on your actual bandwidth setting (such as 28.8 kbps), you may only hear audio when attempting to watch a movie.

Outside factors can also affect your connection speed even if you are using a fast connection type. Keep in mind that local Internet congestion especially during peak hours of the day and weekends can make the Internet slow down. Be sure to keep your system free from viruses and spyware as well as these can also impact your computer performance tremendously.

By default, most players are configured to detect your connection speed automatically. However, if you are consistently having issues you may want to go ahead and select the type of connectivity in which you are using directly in the player.

Video Acceleration Settings

Video Acceleration is a setting in media players that has to do with whether or not the graphics card is performing most of the CPU-intensive operations processing. Depending on the age of your hardware or even the type of hardware that you are using you may need to reduce the amount of Video Acceleration in your player.

For Windows Media Player and Real Player, first try setting this option to the middle position. If you still experience problems, you may want to set the option to the far left.

Downloads

Q. Why do I get a "Content Not Found" or "Corrupt File" or "Format Not Supported" error?

A. If you get a "Content not Found" error on license acquisition, then the movie is defective and you should contact our Customer Service /Technical Support team. Please remember to provide the movie title when contacting Customer Service.

If you receive an error about corruption or the format not being supported, attempt to download the movie again. It may have become corrupted during the download process.

Q. Why does Windows Media Player freeze on license acquisition for German language?

A. The German language version of WMP freezes before being able to acquire a playback license. There is a support article about this issue (with a patch) by Microsoft.

Q. Why doesn't the license acquisition work for Windows Media Player?

A. Download rentals require an Internet connection to download the license each time playback is attempted. Sometimes Windows Media Player does not detect a permanent Internet connection. Be sure that you verify that the Internet connection is working properly.

Q. Why is the video slow, and the playback choppy or in slow motion?

A. This is caused by the computer's CPU not being fast enough to play the video properly. The system requirements for downloads are significantly higher than for streaming video. The minimum recommended CPU speed is 750 MHz.