Basic Info

What is a browser plug-in?

This is a software that comes with or added to a web browser, enabling the browser to read, play or show movies, music and other special file types.

How can pictures be downloaded to my computer?

Point your mouse over the image, right click and select “Save Picture As” to download the photo.

How can movies be downloaded?

Our movies can not be downloaded, as these are copyright material.

Can a download accelerator be used when viewing videos?

At this time, the use of a download accelerator is not allowed. We advise that download accelerators be turned off when viewing our videos. For further information, you may contact the software provider of the download accelerator.

Logging In

• Take note that your user/login name and password are both CaSe SeNsItIvE, and thus must be typed exactly as they were submitted in your application sign-up.

• If you can not access our sites, ensure that your computer’s security settings are set to a minimum, as this might interfere with your viewing. Do this by choosing “Tools” from your browser menu, select the “Security” tab from “Internet Options” and minimize Internet Security to the lowest level.

• Your access to our sites might also be hampered by a security software installed in your computer. Disable the security software to view our sites with no difficulty.

General Settings

Minimum Screen Resolution

A minimum of 800 x 600 is required in terms of screen resolution, so that 17” (or less) monitors would still be able to view contents properly. To modify your screen resolution, follow these steps:

• Right click on your desktop
• Choose “Properties” or “Personalize” then “Display Settings”
• Select a resolution of at least 800 x 600 pixels
• Click “OK”

Windows Media Player

Make sure that your Windows Media Player must be able to play the following file extensions: .asf, .wma and .wmv. To check:

• Click on your “Start” button
• Go to “Programs” then “Accessories”
• Select “Entertainment” and open Windows Media Player
• Once Windows Media Player is open, choose “Tools” then “Options”
• Choose the “File Types” tab
• Check the box next to Windows Media File (.asf), Windows Media Audio File (.wma) and Windows Media Video File (.wmv)
• Select “Apply” then “OK”

Browser Plug-Ins

Since there is no single standard application for streaming video, there are different browser plug-ins listed below available for download. Run the installer after downloading. You might be asked to restart your computer or browser to completely install the plug-in.

Windows Media (must link to http://www.microsoft.com/windows/windowsmedia/download/default.asp)
Flash (must link to http://www.macromedia.com/go/getflashplayer/)
Quicktime (must link to http://www.apple.com/quicktime/download/)
Explorer (must link to http://www.microsoft.com/windows/ie/downloads/default.asp)

Firewall

You might have to disable your firewall to prevent interference in accessing our sites. Depending on the security software installed in your computer, you can follow the steps below.

            Norton Internet Security and Norton Personal Firewall

• Log on using an account with Adult or Supervisor rights
• Select “Internet Status” on the left side of the window and select “Current Status”
• Choose “Disable” in the Current Status window

Windows XP

• Log on as a user with Administrator status
• Access the “Network Connections” folder, then right click on your connection and choose “Properties”
• Select the “Advance” tab and remove the check from “Protect my computer and network by limiting or preventing access to this computer from the Internet”
• When asked by a dialog window to confirm the disabling of the firewall, click “Yes”

McAfee Internet Security

• Right click on the McAfee Icon
• Choose “Personal Firewall” then select “Options”
• On the “Security Tab”, set the Security Level to a minimum
• Modify “Access” to low
• To save changes, click “OK”

Westell 2100

• On your browser, access the Wirespeed Dual Connect Page by entering http://192.168.1.1
• Choose “Firewall Configuration” from the Configuration menu
• Select “None” or “Low”
• When prompted to confirm changes, click “OK”
• Exit from the browser window

Video Troubleshooting

How can I view videos without any problem?

Access our sites using the latest version of Internet Explorer, instead of using Internet connection windows such as MSN, Earthlink, AOL, etc. To see some content, you might be required to install browser plug-ins. Disable any firewalls, content filtering software or popup blockers, as they can interfere with your viewing experience.

Why is the video resolution not as good as it appears on a TV screen?

To transmit TV quality video over the Internet, massive bandwidth is required. Thus, video transmitted via the Internet will improve resolution when prevailing bandwidth speed increases.

Is there a way to improve overall video and audio quality?

You can try getting a faster connection, which is a proven solution. Alternatively, you can press the pause button before viewing the video to increases the buffer size. The longer you pause, the better the video looks and sounds once you resume playing it.

How can I get the audio to play smoothly?

To receive both audio and video optimally, users must have at least a 56K connection. Less than that, video is given priority by the application and therefore your computer’s audio must be muted.

For additional help, you may refer to the websites below corresponding to the applications that you might be using.

Windows Media Player Trouble Shooting Website (must link to http://www.microsoft.com/windows/windowsmedia/mp10/troubleshooting.aspx)
Flash Player Trouble Shooting Website (must link to http://www.macromedia.com/support/flashplayer/)
QuickTime Trouble Shooting Website (must link to http://www.apple.com/support/quicktime/)
Internet Explorer Trouble Shooting Website (must link to http://www.microsoft.com/windows/ie/support/default.mspx)

Will I have to pay if I get a free trial membership?

A free trial membership is good for a specified number of days only. If you do not cancel your trial membership within the trial period, you will automatically be upgraded to a standard monthly membership plan. For further information, please read the Terms and Conditions of the website that you joined.

How often will my credit card be charged for membership?

There will be a charge on your credit card thirty days (30) days from the day that you originally subscribed. For instance, if your membership was activated on June 15th, your credit card will be charged automatically again on July 14th. If you cancel your membership, we will not renew your account. It will expire on that date. As an example, if your membership was activated on June 15th and you canceled on June 30th, your account will expire on July 14th. If you joined on a trial basis, the billing cycle of thirty (30) days begins at the end of the trial, unless you cancel within the said trial period.

Why are there other charges on my credit card statement?

We have exclusive offers for our new members who sign up. You may see cross sale promotions which give you access to other websites and special offers before you submit your credit card information. If you have chosen to avail of these offers, the corresponding charges will be reflected in your account statement. An email confirming each offer will be sent to you.

What company will I get billed by?

We have the following payment processors that handle billing.

>> If payment is made through a credit card

• RS Billing

Credit Card statement is displayed as:
            Supportdefined.com 1-866-602-8163

Please note that your membership can not be canceled via email. It is the member’s responsibility to use our online cancellation page or call our support line for assistance.

>> If payment is made through an online check

• Web Transaction Service (WTS)

Credit Card statement is displayed as:
WTS* 1-800-717-7476

For any issues or concerns, please email customerservice@achbill.com
or if you want to cancel, you may visit this page: http://www.achdebit.com/customer_support.html.

>> If payment is made through 2000 Charge

• 2000 Charge

Credit Card statement is displayed as:
2000Charge.com or MShost.com

For any issues or concerns, please visit http://help.2000charge.com/.

>> If payment is made through phone

• GX900

For any issues or concerns, please visit http://www.gxbill.com/customersupport.html.
Or call the customer service department Monday-Friday 10am-6pm EST at 1-866-703-1334.

For general support questions and other inquiries, please call our 24-hour toll free number at 1-866-480-7521 or you can send us an email at csupport@helpdynamic.com.