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.

UPDATING OR UPGRADING YOUR SUBSCRIPTION:

Each account in our system has an open ended expiry date because monthly subscriptions do not have a specific expiry date. This means that if you have joined as a monthly subscriber or annual subscribe, there won't be an expiry date on your account. However, if your account lapses due to an incorrect payment method or declined card, your account will revert to an email only type of account which will no longer give you access to the subscriber areas.

To reactivate your account, log in where it says My Account with your current password and click Upgrade/Update my Account. Choose the monthly or annual option and proceed to the payment screen. Complete the required fields and submit your data. A subscription payment will be processed overnight and your account will be restored the following morning. If your account is not activated for any reason, please contact us at our general email address.

VIDEO STREAMING:

The videos on this site use RTMP streaming delivery which is different from the progressive download delivery you may be familiar with. This means that the video is not saved within your browser and does not require dedicated memory space on your computer in order to play.

You can stop, rewind, fast forward and pause the video at any time. If you want to go to a point in the video timeline, click and drag the red button left or right and release. The video will start momentarily afterwards at that point.

PROBLEMS WITH THE VIDEO STREAM:

The usual problem with any video playing correctly will be network traffic or a setting within your computer. We have tested the video performance on Mac and PC using all common browsers, such as Internet Explorer, Firefox, Safari and Opera. Please check the settings within other applications on your computer such as anti-virus software, blocking software and other add-ons that may need to be switched off for our specific web site.

AOL users:

We have had feedback that AOL users may get intermittent service or have video feeds not work. This seems to be a problem with their specific browser and/or connection to their servers. Please try using a different browser if you experience this to check that if it is browser specific.

I can get YouTube videos so why not yours?:

YouTube videos are only up to 10 minutes in length and are designed to be available to the widest possible computer/browser combinations and therefore have a relatively low version of Flash to cover all browser combinations. They also utilize progressive download (you can see the video loading along the time line in the video window) instead of video streaming.

COMMON ASSUMPTION: DONATIONS VERSUS SUBSCRIPTIONS

I made a donation of $5 / $20 / $50 but didn't get a log in or password:

Our site has a subscription option or a free option where you can make voluntary donations. 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.

This can be for any amount and is tax deductible for US tax payers. However, if you donate $50 or more, or multiples of $5, it does not automatically give you a subscription for that period of time - it is simply a donation of whatever you feel inspired to give. If you want the extra features that are afforded to subscribers, please subscribe instead.

You can always cancel at any time through the My Account link at the top of every page and receive a refund for the unused balance of your annual subscription (with a one month minimum of $5). You will remain a subscriber until the end of that billing month but will then have your account cancelled.

MAKE SURE YOUR FLASH PLAYER IS UP TO DATE:

Adobe has tested Adobe® Flash® Player 10 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 10 is available in the following languages: Brazilian Portuguese, Chinese Simplified, Chinese Traditional, Czech, Dutch, English, French, German, Italian, Japanese, Korean, Polish, Russian, Spanish, Swedish, and Turkish.

Support

Flash Player 10 is not available for Microsoft Windows 98, Microsoft Windows ME, Macintosh OSX 10.1 - 10.3, and Red Hat® Enterprise Linux 3 and 4 operating systems. To download the latest Flash Player 9 for these operating systems, visit the page Flash Player 9 for Unsupported Operating Systems.