RAM, Processor Speed, and Software Updates
Windows: Right click on “My Computer” on your desktop. Click on “Properties.” Click on the “General” tab. Toward the bottom of the window you should see the speed of the processor speed (ex. 1.9 GHz) followed by the amount of RAM (ex. 512 MB). To update your computer’s software, click on the “Automatic Updates” tab. Make sure the circle to the right of “Automatic (recommended)” is selected. Then click “Apply In the lower right hand corner of the screen. Click “OK.” To find out how to increase your processor speed or amount of RAM CLICK HERE.
Mac: Click on the Apple button in the upper left hand corner of the screen. Click on “About This Mac.” It is the first item in the menu. While you are here, you may wish to update your software to the latest version. This is free and updates any software on your computer that has been discovered to have a glitch. Often, this will take a while and may require you to restart your computer after the updates. Before you start, you should close all unnecessary applications to ensure that the installation goes smoothly. You can also get to this same option by click on the Apple button and “Software Update…” Your computer will check for software updates. Then click on the “Install” button in the lower right hand corner of the screen. To find out how to increase your processor speed or amount of RAM CLICK HERE.
Internet Service Providers (ISPs)
Below is a list of several large ISPs in the United States and Canda. If you have suggestions for any other reliable high-speed internet providers in your area(especially those outside the United States), please contact us with their information so that we may add them. If one of these companies is your ISP, you can contact them and they should be able to tell you the downstream speed of your internet connection. AT&T, SPC, and Pacific Bell are all owned by SBC in the US.
Adelphia(PowerLink, US)):
Web(Click on HIS Support. Enter you’re your Username and Password to login): http://www.adelphia.net/index.php
AT&T and SBC (SBC bought AT&T in 2006, US)
Phone: 1-877-722-3755
Web: http://support.sbcglobal.net/
Bell(Canada):
Phone(Tech. support is available 24/7): Ontario and Quebec: 310-SURF (310-7873) (no charge) Elsewhere in Canada: 1 800 773-2121. From anywhere in North America: 1 800 668-6878 (Ontario customers) 1 800 641-2311 (Quebec customers)
Web: http://service.sympatico.ca/?language=en®ion=ON
Rogers(Canada):
Phone: 1-888-ROGERS1 (1-888-764-3771)
Web(Click on “High-Speed Internet” midway down the side of the page. Then click on “Got a question? View our FAQs.” Search for answers to your questions.): http://www.shoprogers.com/homeen.asp
Verizon(US):
Web: http://www.verizonbusiness.com/us/customer/
Phone: 1-866-232-4282
Wave Broadband:
Phone(Support available 24/7): 1-866-WAVE-123 (1-866-928-3123)
Web: http://www.wavebroadband.com/
Windows® Media Player 9 Series
Windows: To determine what version of Windows Media Player you have click Start > Programs > Accessories > Entertainment > Windows Media Player. The Click on “Help” > “About Windows Media Player.” If you cannot see the “Help” menu, right click on the Windows® Icon in the upper left corner of the media player. Then click on “Show Menu Bar.” In the “About Windows® Media Player” window, there is a version number below the Windows® Icon. If this is not at least version 9, you need to perform a software update.
Mac: You must install this free application from Microsoft. It is recommended that you update your software before installing Windows Media Player 9 Series.
Installing Quicktime Player
Quicktime Player from Apple is a free download. Quicktime Player is used for the playback of high-quality video files. Get the latest version of Quicktime Player visit http://www.apple.com/quicktime/mac.html
How To / Explanations / Definitions:
Can I Watch it Again/Rewind
All of our events are happening LIVE. The means that as the audience is there watching and listening, you are right along with them. Consequently, you cannot go back, rewind, or pause. However, within 5 days after the event you will have on-demand access to all presentations that you have paid for for a period of 30 days.
Full Screen Viewing
Double click on the video image to enter full screen.
As long as your mouse does not move, the Windows Media Player controls will eventually disappear. To get them back, move your mouse. Please note that while in full screen mode, you will not be able to see any chat window that may be available. During full screen mode, the image may appear slightly fuzzy as well as shaky (depending upon the speed of your computer).
To exit full screen mode(Windows only)
Double click on the video image to exit full screen
The Video will then resume playback next to the chat window if available.
Supported Web Browsers
While other web browsers such as FireFox may work, the browsers below are the only ones that have been tested with our service.
Windows: Internet Explorer is a program that allows you to view Internet pages. All computers should come pre-installed with Internet Explorer.
Mac: Safari is the default Internet browsing application for Mac Users. Microsoft no longer supports Internet Explorer for Mac as of 2005. To update to the latest version of Safari, Go the Apple Icon in the upper left hand corner and click on software update. For help performing software updates on your Mac, CLICK HERE.
Streaming (defined)
Streaming is the process of playing back video from a website without the viewer having to download the video. Thus, there is no wait to watch the video being played back. No information ever has to be written to the hard drive. So there is no need to worry about filling it up.
High Speed Internet Connection (defined)
High-speed Internet: A fast Internet connection. This Internet connection is always on and does not tie up the user’s telephone line as with a dial-up Internet connection. This may be referred to as DSL, Cable Internet, T-1, T-3 connection for the majority of users. Most homes with a high-speed connection will have either a DSL or Cable Internet Connection. Large businesses and corporations will most likely have a T-1 or T-3 Internet connection or faster. For a contact list of several large internet providers in the US and Canada CLICK HERE.
Downstream Internet Speed (defined)
Downstream Speed: The downstream speed of an Internet connection is the rate at which information can get to a computer from the Internet. To determine the downstream speed of your Internet connection, contact the company that provides your Internet connection. For your convenience, we have listed the names, numbers, and websites of several large ISPs.
Refunds, Partial Refunds, and Compensation
Refunds and compensation will be assessed on a per-incidence, per-person basis. Refunds or compensations will not be issued as a result of the viewer using unsupported hardware or software or the user's inability to operate both supported and unsupported hardware and software. Generally, users will be compensated with FREE online access to the portion that has been missed. In this way, users can watch the missed portion of the live event at their own leisure for up to 30 days after the compensation has been issued. Compensations will be issued within 5 days of the live event. We believe that this provides a win-win situation for everybody. As our valued customer, you have the ability to see the missed portion of the live event and we have the golden opportunity to grow to better meet your needs.
Is there any delay in the live feed?
Depending upon the speed of your internet and other connection factors such as time of day, you may experience a 10-60 second delay in the live feed.
What is Mix-N-Match?
When you purchase Mix-N-Match you can choose to attend a live webcast for as long or as little as you would like. Say there is a 2 day Saturday- Sunday conference coming up. You are pretty familiar with all of the presenters, except there are a couple of keynotes presentations you would like to catch. If you purchase a 2 hour block of Mix-N-Match time you could watch for an hour on Saturday and an hour on Sunday and watch them both LIVE. If there is time permitting, you can even ask questions via the built in chat feature. If you run out of time, your screen will go black. You can simply purchase more time to keep watching. When you first login, you can see how much time you have left so that you can plan your viewing. Your viewing time counts down when you start viewing and automatically stops when you close the webcast video window.
Troubleshooting:
Video Appears Fuzzy/ Jumpy
We strive to deliver the cleanest, clear picture possible. However, several things may prevent you from viewing our webcasts at there fullest quality:
1) Your Internet connection speed determines the quality at which the video will play. In order to stream video to an Internet connection with a low speed, the video has to be compressed more, the frame rate must be lowered.
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SOLUTION: View the web-cast on a higher speed Internet connection. Call your ISP and see if you can have the speed of your connection increased. This usually costs extra. See our list of ISPs. Then we can stream you a higher quality video. This is done automatically. |
2) Your computer may be slow. This would produce video that stops frequently or appears severely jumpy.
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SOLUTIONS: The easiest solution would be to close all unnecessary programs that you are not using.
Add more RAM to your computer, replace the CPU, or increase the size of your hard drive. All of these solutions require a fairly in depth understanding of computers. Increasing the size of your hard drive will help since your computer will have to de less swapping to access programs that are running. We recommend that you take your computer to a reliable computer repair shop to advise you on these solutions. They would also be able to perform the upgrade.
As a last resort and only at your own risk, you may wish to consider disabling your anti-virus software. While this will free up system resources, this should be considered only as last resort since. Doing so will leave your computer vulnerable to viruses. You may want to ask a computer shop or email the manufacturer of your antivirus software to discuss the pros and cons. We accept no liability for any mal effects disabling your anti-virus software may cause. |
3) You may be viewing the video full screen. This will make the video appear slightly more grainy. Additionally, if your computer is running too slow, the video may appear even more jumpy.
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SOLUTION: Exit Full Screen Mode. For instructions on how to do this CLICK HERE. |
Technical Support
If you do not see an answer to a question regarding this service in our FAQ section, please feel free to get in touch- preferably by e-mail. In this way, we can strengthen our FAQs section to better serve you. Important: please e-mail us 24-48 hours prior to the event for a prompt response. This way, your questions will be addressed promptly
e-mail(fastest response): stevejanak@zenworksproductions.com
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