COMMON LOG IN PROBLEMS:

Most log in problems are due to the password being typed incorrectly. The temporary password is case sensitive and has letters and numbers which can easily be mis-typed, for example a lower case l as in london, looks like a number 1 or an upper case I as in India.

Please do the following to ensure successful log in:

- Go to the email you were sent containing the temporary password.
- Double click the password and press Ctrl-C (Command-C on a Mac) to copy it exactly.
- Go to our website and click on the My Account link at the top right of the page.
- Type in your email address.
- Click into the password field and press Ctrl-V (Command-V on a Mac) to paste the password.
- Make sure "No" is selected where it says "Remember Me".
- Click Log In.
- Once you are logged in, click on Edit My Account.
- Type in a new password you can remember easily.
- Click Update and Log Out.
- Log back in again using the new password and click on "Yes" where it says Remember Me.

Each time you return to the site, it will fill in your user name and password automatically.

COMMON VIDEO PROBLEMS:

Nearly all browsers have a cache memory that stores pages temporarily so that they can be revisted without going back to the web to gather the information. This means that all the pictures, text and video files end up in this cache from all the web pages you go to. When a video is requested from our site, it needs a large enough space to fit the whole video into so it can play all the way through. If there is not enough space the video will stop. No matter how many times you reload the page, it will do the same thing.

Solution: Go to the Internet Options or Internet Preferences within your browser and select Empty Cache or Delete Temporary Internet Files to remove all the files. While you are here, set the cache size to 0 (zero) Megabytes so that nothing is stored which could block further downloads.

The video stops or stutters: This is usually because the player is playing the video faster than it is being downloaded. Try stopping the video for at least 3 minutes and then resuming play. Don't start it again as it will just start downloading the information again. Stop if from playing and watch the bar fill up along the bottom until it is about a third of the way across. Then click Resume.

The video plays for a bit then skips to the end: This is basically due to both of the problems above. Try emptying the cache and when you reload it, stop the video for at least 3 minutes and resume play after a third of the video has loaded. If this persists, please check that you have the patest version of Flash Player by clicking on the link below that says Get Flash Player.

AOL users: We have had feedback that AOL users may get intermittent service or have video feeds not work. This seems to be to do with the browser and/or connection to their servers. Please try using Firefox as your browser if you experience this.

COMMON ASSUMPTION:

I made a donation of $50 but didn't get an account:

Our site has a subscription option or a free option. For those of you who do not want to pay a regular annual or monthly subscription, you still have the option to make a voluntary donation at any time, as a No Cost Member. This can be for any amount, however, if you donate $50 or more, or multiples of $5, it does not upgrade you to a subscriber for that length of time. If you want the extra features, please subscribe instead. You can always cancel at any time through the My Account link at the top of every page and ask to revert to a No Cost Membership.

MAKE SURE YOUR FLASH PLAYER IS UP TO DATE:

Adobe has tested Adobe® Flash® Player 9 extensively on the following minimum hardware configurations:

Recommended hardware for standard and high-definition (HD) video playback

The following minimum hardware configurations are recommended for an optimal playback experience:

Operating systems and browsers

Flash Player 9 is supported on the following minimum operating systems and browsers:

1. ATI Rage 128 GPU does not support fullscreen mode with hardware scaling.
2. Only Advanced Linux Sound Architecture (ALSA) is supported (OSS/ESD will not play audio; audio will silently fail). Only GTK2-based browser versions are supported.

Languages

Flash Player 9 is available in the following languages for the above operating systems and browsers: Chinese Simplified, Chinese Traditional, English, French, German, Japanese, Italian, Korean, and Spanish.

• Read the Flash Player 8 system requirements ›
• Read the Flash Player 7 system requirements ›

If you're having trouble viewing Flash content, visit the Flash Player Support Center.