Q: I've forgotten my user name and/or password.
A: Your user name is the email address that you signed up with. If you forget your password, you can reset it by clicking here.
Q: I'm trying to buy a video but the system won't let me.
A: A few of the videos on our system are only available for streaming, not for purchase.
Q: I'm using a Mac and downloaded a video, but the file is labelled "index.php" and I can't play it.
A: This happens in some older browser versions on the Mac - just rename the file "video.wmv" (where video is the name of the video you've downloaded) and you will be able to play it.
Q: The streaming video isn't really streaming, it's skipping, freezing or just playing audio.
A: If you're on a high-speed connection, the problem is almost definitely that you or someone else on your network is doing something else (downloading, uploading) that is bandwidth-intensive. Try closing all other applications (or having the people on your network stop downloading other material) and you should see this problem fixed.
Q: I'm getting an error message while trying to watch videos. What's wrong?
A: 95% of the time, the problem is that you are using an old version of Windows Media Player. Downloading the latest version will fix this issue - you can download the latest version here: http://www.microsoft.com/windows/windowsmedia/player/download.
Q: I have the latest version of Media Player, but I'm getting an error message about codecs.
A:
Please visit the following link: http://www.microsoft.com/windows/windowsmedia/format/codecdownload.aspx and choose the proper download for your operating system (e.g. Windows XP) to upgrade your codecs.
Q: I have the latest version of Media Player, but I'm getting an error message about licenses.
A: Please visit the following link provided by microsoft to reset your DRM settings: http://drmlicense.one.microsoft.com/Indivsite/en/indivit.asp
Q: I have the latest version of Media Player, but I'm still having problems.
A: Try closing all of your browser windows, then reopen your browser and log back into the system, and that should solve things. If not, clear your browser cache and reboot your machine, and then log back in.
Q: I've tried all the suggestions above but am still getting error messages.
A: If you have a firewall or virus protection software, there is a chance that either one may be preventing you from connecting to the online streaming server. Try temporarily disconnecting firewalls and/or virus software, and that may very well allow you to watch the streams.
Q: How do I reach you about a problem or a suggestion for new movies?
A: Just contact us via support and send us an email - if you're having a problem, please be as specific as possible, telling us what system, browser and connection you are using, and exactly what is happening when you experience the problem.
