Please
review these FAQs for answers to the most common queries. Please
refer to the Product Offering FAQs on the individual MediaZone
Channel pages for specific details about these
offerings.
Do I need a credit card to use
MediaZone?
What forms of payment do you
accept?
What types of offerings are currently
available?
How do I buy a pay-per-view event,
package pass, or annual subscription?
Is my credit card transaction
secure?
Nothing is happening after I try to
register. How come?
What can I do if my payment card is
declined and I think it’s a mistake?
Can you tell me how much I will be
charged in my local currency if I am using a non-US credit
card?
How can I view my purchase
history?
How can I retrieve my password if I
forget it?
How can I change my password?
How can I change my email address or
username?
How can I change my credit card details
on file for future purchases?
How can I cancel a subscription or
reactivate a subscription?
How do I subscribe or unsubscribe from
your offers, newsletter and upcoming event emails?
What are the system and settings
requirements?
Do you support the Macintosh or Linux
operating systems?
Can I use dial-up Internet
access?
How do I turn on or 'enable'
JavaScript in Internet Explorer?
How do I set up Active X in Internet
Explorer?
How do I turn on or 'enable'
Cookies in Internet Explorer?
Can I use other media players like
QuickTime, RealPlayer, etc?
Can I access MediaZone content from
different computers, for example at both home and work?
Can I log in and view the content
multiple times?
Can I save downloaded matches onto other
devices or DVDs?
What is Digital Rights Management
(DRM)?
How do I get a DRM license?
Will the MediaZone service work with my
Firewall?
In the past I have had problems with
buffering when watching video over the internet. What can I do to
ensure that I will be able to enjoy the video experience?
How can I make the video image
larger?
Can I watch MediaZone content on my
TV?
What if I can see the video, but I
cannot hear audio?
I can't get my Windows Media Player
to work. Where can I find more information?
Why am I being asked to login, or to buy
the same package again and again?
Why did I get a "Maximum Licenses
Reached" notification?
Why does your webpage look odd or not
work right with all web browsers?
What kinds of support are
available?
When is live text-based chat support
available?
How quick will your support staff reply
to my email?
What do I do if I've tried
everything you suggested but I still can't get it
towork?
Various previews and events are offered free and available only
with MediaZone registration. You do not need a credit card to
register for MediaZone newsletters and to watch this content.
However, you do need a credit card to purchase media or subscribe
to MediaZone channels.
MediaZone accepts payments using American Express, Discover,
MasterCard or VISA
We cannot accept payment by check, money order, by mail or
phone.
MediaZone currently offers annual recurring subscriptions, content
packages and passes that end on specific dates or for a specific
length of time after purchase, and individual pay-per-view events.
Check individual MediaZone Channels for details.
After selecting a package or PPV by clicking on a Watch or Download
button or a package “Buy” button you will be prompted to register.
A small window will pop up asking for your username and password.
If you have not previously registered, enter your email address in
the New Customer field and follow the prompts to register. Your
email address and the password you create will be used as your
log-in. During the purchase process, you will need to provide your
credit card information. Once you've registered, MediaZone will
confirm your purchase and your media file(s) will be accessible to
you. Please note in order to validate your billing information, as
part of the purchase process, a $2.00 charge will temporarily
appear on your account. This charge will automatically be reversed
whether you make a purchase or not. Occasionally, a credit card
purchase is declined after the email notification is sent. If you
are prompted to buy the content again this is most likely the
cause. Please contact Customer
Care to verify the original transaction was accepted.
You can rest assured that your credit card information is secure
because MediaZone uses SSL (Secure Sockets Layer), a highly
sophisticated online encryption service for transporting your
credit card information.
You'll need to turn off the pop up blockers. You can either
turn them off or hold down the Ctrl-key while clicking
register.
We use an independent credit card verification company to authorize
all credit card transactions. If a credit card is declined we do
not know the reason and we are not able to assist you further with
getting it approved.
If your credit card is declined it is often due to problems
matching up addresses with card billing records. We suggest that
you try to enter the card information again exactly as it appears
on your card bill or try to use another card if possible.
Unfortunately, we cannot assist you further with this if the system
does not approve your purchase but we suggest that you contact your
card issuer. You are welcome to try to use another payment
card.
We cannot do a currency conversion for you. You can determine this
for yourself using one of the many free currency conversion tools
on the Internet. You can locate one of these tools via a search
engine like Google. We will be adding support for additional
currencies in the near future.
Your purchase history can be reviewed by clicking on the
‘MyAccount’ link in the page header. After signing-in, it can be
accessed by clicking the ‘view purchase history’ link on the
page.
If you forget your password, click the 'Forgot Password'
link on the login screen. An email will be sent to your registered
e-mail address explaining how to reset your password. Please check
your spam, bulk, or junk mail folder if the email does not
arrive.
You can change your password by clicking on the ‘My Account’ link
in the page header. After signing-in, your password can be
accessedby clicking the ‘Change account information’ link on the
page.
You can change your email address by clicking on the ‘My Account’
link in the page header. After signing-in your email address can be
changed by clicking ‘Change account information’ link on
thepage.
You can change your credit card details by clicking on the
‘MyAccount’ link in the page header. After signing-in your credit
card details can be changed by clicking the ‘Change payment
information’ link on the page.
You can cancel your subscription by clicking on the ‘My Account’
link in the page header. After signing-in, review your active
subscription in the ‘Manage Subscriptions’ link. To cancel select
the Action ‘Cancel’ on the page. MediaZone does not issue refunds
for the remainder of the subscription term but you will continue to
be able to access the content until the term expires. If you prefer
you may contact MediaZone
Billingand Technical Support to cancel your subscription. To
reactivate a subscription that has been disconnected re-purchase
the package.
You can change your email preference by clicking on the ‘My
Account’ link in the page header. After signing-in your credit card
details can be changed by clicking the appropriate checkbox in the
‘Change preferences’ link on the page.
MediaZone’s minimum requirements are:
Operating System: Windows 2000, XP or Vista
(No MAC or LinuxOS*)
Browser:
Internet Explorer 6.0 or higher with cookies enabled (default
setting)
Windows Media Player: 10 or higher
Connection Speed: Broadband connection required. Speed of 500 kbps
or higher (Dial up connection is not
recommended for this offering.)
System Clock: Set to correct time zone, time and date.
Active X: Enabled
JavaScript: Enabled
Pop-Up blockers: Set to off
Please note: MediaZone Technical Support cannot assist Intel,
Macintosh and Linux users running Windows OS in Boot Camp,
Parallels or any other virtualization tools.
Regrettably at this time, you cannot watch MediaZone's live
events or other entertainment using the Macintosh or Linux
operating systems due to lack of Windows Media Digital Rights
Management (DRM) support for these operating systems.
No, a dial-up connection should not be used. We recommend that you
have a broadband connection speed of at least 500kbps (0.5mbps) to
enjoy our service.
1. Click on Tools > Internet Options... in the menu bar of your
browser
2. Click on the Security tab
3. Make sure the Internet zone is highlighted
4. Click on Custom Level... to bring up your Security
Settings
5. Scroll down the list for the Active scripting option
6. Make sure that Enabled is selected
7. Click OK to close the Security Settings window
8. Click OK to close the Internet Options window
1. Click on Tools > Internet Options... in the menu bar of your
browser
2. Click on the Security tab
3. Make sure the Internet zone is highlighted
4. Click on Custom Level... to bring up your Security
Settings
5. Scroll down the list for the ActiveX options
6. For Download unsigned ActiveX controls make sure that Enabled or
Prompt is selected
7. For Initialize and script ActiveX controls not marked as safe
make sure that Disable is selected
8. For Run ActiveX Controls and Plug Ins make sure that Enable is
selected
9. For Script ActiveX Controls marked safe for scripting make sure
that Enable or Prompt is selected
10. Click OK to close the Security Settings window
11. Click OK to close the Internet Options window
1. Click on Tools > Internet Options... in the menu bar of
yourbrowser
2. Click on the Privacy tab - Click on the Advanced button
3. Check the box marked Override Automatic Cookie Handling
4. Make sure that Accept is selected for both First-Party and
Third-Party Cookies.
5. Also check the Always accept session cookies box
6. Click OK to close the Advance Privacy Settings window
7. Click OK to close the Internet Options window
No. You need to use Windows Media Player with our service. This is
because of the security features of the player that allow us to
keep the video safe from unauthorized use.
If you have more than one media player on your computer
(RealPlayer, QuickTime Player, etc), please set Windows MediaPlayer
as your default media player to avoid problems accessing our
content.
To make Windows Media Player the default media player:
1. Open up the Windows Media Player application
2. In Windows Media Player 9 or 10: Click on Tools
>Options
3. In Windows Media Player 11: Click on Library > More
options
4. Click on the File Types tab
5. Check the boxes for
6. Windows Media File (asf)
7. Windows Media Audio file (wma)
8. Windows Media Video file (wmv)
9. Click Apply and then OK
You are allowed to watch from up to three (3) different computers,
using the same Login and password, as long as you do not do so at
the same time. You must close the video window on the currently
streaming computer prior to being able to view on another computer.
Do not share your Login and password with other users. Violation of
this rule may result in the cancellation of your subscription and
no refund will be provided.
Yes. You can enter and exit the video service as many times as you
like within the duration of the license period of the offering.
Please note that in absolutely no way can you use the content you
purchase on MediaZone for commercial gain.
No, the video content utilizes Digital Rights Management (DRM)
technology to protect content from unauthorized distribution and
viewing.
Digital Rights Management (DRM) is a technology that allows for the
secure management of digital media. This security protects the
content from illegal and unauthorized sharing and viewing (also
known as digital piracy) by issuing licenses to your computer for
each piece of protected content to which you are authorized. As
long as this license remains on your computer, and it has not
expired, you will not need another license to watch that same piece
of content on that computer. As such you will not need to be
connected to the internet to view downloaded content after the
license has been delivered.
Usually, a DRM license will be delivered to your computer
automatically when you play MediaZone content. If this is the first
time you’ve ever tried to play DRM licensed content on your
computer, or if you recently reinstalled or upgraded your Windows
Media Player, Windows Media Player may ask for your permission to
download security upgrades from Microsoft.
This process should start automatically, but you will need to click
'Yes' or 'OK' when asked to permit the upgrade. If
you don’t permit the upgrade, MediaZone content may not play.
If the process fails for some reason, you may need to reinstall
Windows Media Player. Please consult Microsoft’s Windows
MediaPlayer website for additional assistance.
Sometimes personal and network firewalls can block communication
between your computer system and the Digital Rights Management
system and prevent the delivery of licenses. If this happens you
may be unable to download or view content. Most firewall or
internet security software will prompt you with a message asking
whether you want to allow or permit the following programs to use
the internet:
You must permit these programs to access the Internet.
If you have any problems downloading the programs or requesting
licenses we recommend that you temporarily disable your firewall
and then try to play the video again. Once the video has started
playing you may re-enable your firewall.
If you are trying to access from an office or university network
please contact your Network Administrator.
We recommend you test your service to make sure it will support the
bandwidth requirements for streaming video. Our videos are streamed
at 500 kbps, but we recommend that you have at least 550kbps speed
for a quality experience. Bandwidth depends on your Internet
Service Provider. It can be affected by network traffic and other
users at your location. We suggest the following:
1. Do a web search for "test DSL connection" to find
sites where you can test the speed and quality of your
connection.
2. Turn off any other programs that are sharing your connection
like other browser windows and email programs.
3. Re-start computer to close other programs that may be running in
the background.
To go full screen, simply double-click the video. You can do this
at any time during video play. If you are watching content in a
stand-alone video window (Windows Media Player) you can use the
"video size" control under the "View" menu on
the player to set the size of your picture to full screen or click
on the button with the arrow at the bottom right to make the image
full screen. (Use your Escape key to exit this mode.) We strongly
recommend using Internet Explorer, as you may experience difficulty
watching in full screen while using Firefox or other
browsers.
If you are watching content on our video player, which has
chat/comments, text feeds and other features, you also have the
option of double-clicking the video for full screen mode or opening
the video into a resizable window. Locate the ‘undock’ icon just
above the video in the upper-right hand corner and click. The video
will briefly pause while opening into a new, resizable window. You
can change the size by holding down the curser on the lower
right-hand side of the window and pulling (or pushing) it to
obtainthe desired size.
If you are able to connect your computer to a TV you can watch
MediaZone content on your television. Please check the
documentation that came with your computer for more information
about its capability to link to a television or home stereo.
MediaZone invites you to use the following settings to watch the
media on your television. However, the MediaZone technical and
billing support team does not provide chat/email support for this
feature.
Depending on the type of connection your PC and your television
has, you can take the steps listed below to view programming.
Please consult your local electronics retailer to learn more about
the components needed for viewing.
Composite Video
Most DVD-equipped computers have this setup. The outputs are
usually located at the rear or side of computer; the video output
is color-coded yellow and the audio output, or line-out color-coded
white and red, is the 3.5mm jack usually indicated by this
icon
S-Video
In most cases you can connect to a TV from your computer's
video card using an S-Video cable. S-Video is a standard connection
for video on most modern televisions and computer video cards. In
order to use this feature, your TV must also have an S-Video
input.The S-Video cable is only for the video picture so you will
also need to connect the audio from your computer to your TV or
your home stereo system. This is usually done using an RCA cable,
which plugs in to your computer's audio or video card.
Audio Output but NO Video Output
If you have an older video card, you may not have a video output
that can be directly connected to your TV. In this case, you will
need to utilize the VGA port on your computer, which is the
connector that's attached to your PC monitor.
For more information on this topic please
watch this
video.
Check that your system volume and/or speakers are not muted or
turned to a very low setting. You can usually do this by choosing
Start > Control Panel > Sounds and Audio Devices
Also check that there are no other applications playing sound that
are currently running on your computer. If you continue to have
trouble, we recommend the following change in Windows Media
Player:
1. Launch Windows Media Player.
2. Choose Tools > Options.
3. In the Player tab, check the box next to Download
codecsautomatically.
4. Close Windows Media Player and all instances of Internet
Explorer.
5. Relaunch the Windows Media Player.
Please consult Microsoft’s Windows Media Player website for
troubleshooting assistance.
In the unlikely event that you have this problem we suggest you
clear your cookies, temporary Internet files and lower your
Internet Explorer privacy settings:
1. In Internet Explorer: click on Tools > Internet Options
2. In the General Tab's Temporary Internet Files section, click
on the Delete Cookies and the Delete Files buttons. Also, click on
the Settings button and set Internet Explorer to check for newer
versions of stored pages with every visit to the page, and then
click OK.
3. On the Privacy tab set the slider-bar to default Medium. Then
click the Advanced button and verify that the Override Automatic
Cookie Handling option is not checked. Then click OK to close the
Advanced Privacy Settings pop-up.
4. Click OK to accept the changes and close the Internet Options
panel.
5. Close all instances of the Internet Explorer browser and then
launch a new Internet Explorer browser to access our content.
If you get a "Maximum Licenses" message when you try to
download an item it has come from the Digital Rights Management
system which is designed to prevent unauthorized sharing, copying
or viewing of the content. The Digital Rights Management system
limits the number of licenses that can be issued and if the limit
is reached a "Maximum Licenses" message is displayed.
Please be aware that you are only allowed to view your download on
a maximum of three computers. Occasionally, users will receive
a ‘Maximum Licenses Reached’ notification after using less than 3
different computers.
Maximum Licenses can also be caused by settings configured by your
Internet Service Provider (ISP).
To correct these settings, please perform the following steps prior
to contacting Customer Care:
1. In the menu area at the top of the Internet Explorer (IE)
window, click "Tools"
2. In the list that appears, choose "Internet
Options"
3. In the window that opens, the "General" tab will bethe
first tab displayed.
4. Please select the "Connections" tab.
5. Click "LAN settings"
6. Ensure all boxes are un-checked.
7. Click Ok.
8. Please select the "General" tab.
9. In the central section, labeled "Temporary Internet
Files"
10. Choose "Delete Cookies"
11. Click "OK" in the verification window.
12. Choose "Delete Files"
13. Click the box beside "Delete all offline content" and
click "OK".
14. Please click "OK" at the bottom of the "Internet
Options" window.
15. Please close and re-open Internet Explorer
(This is a very important
step).
If you continue to receive the "Maximum Licenses Reached"
notification, please contact Customer Care for assistance.
Different web browsers, such as AOL, Firefox, Netscape, Opera,
etc., display web pages slightly differently and this makes it
difficult to give everyone identical looking pages. The MediaZone
service has been designed to be optimized for Internet Explorer
version 6.0 and 7.0.
Please note that AOL's web browser is a non-standard version of
Internet Explorer.
If you are having problems when using another web browser (Mozilla
Firefox, etc.) please switch to the stand-alone version of Internet
Explorer (normally located under the Start button or on your
desktop). We suggest also that you run Windows Update to make sure
you have the latest updates to your software.
You can contact our Billing and Technical Support team via live
text-based chat or via email.
Our Billing and Technical Support staff is available via live,
text-based chat 24 hours a day, seven days a week. Our chat system
uses Java software. If you are having problems connecting to us,try
installing the latest Java version for free at www.java.com.
Our Billing and Technical Support staff will respond to emails
within one day but typically much sooner. If your email has a spam
filter running please check your "spam", “bulk”, or“junk”
mail folder in the event that your spam filter intercepts our reply
to your email. If you email us and then also contact our live text
chat support staff before we’ve replied to your email, please let
our support staff know that you also have an email pending in the
support queue.
Please contact our support staff by using the links labeled
Customer Service located at the top of this page. MediaZone
Technical and Billing Support is available 24 hours a day seven
daya week to help you have the best experience with our service as
possible!
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