Video Customer Support Page For


Video Requirements
If you encounter issues playing any of our videos please check if your computer meets the following requirements:

  • Processor of at least 2.6 Ghz
  • Windows 2000, XP or Vista (all)
  • At least 1 Gig of memory (if running Vista we highly recommend 2 Gig or more)
  • Windows Media Player 10 or 11
  • Latest version of Adobe Flash (for streaming videos)
  • Microsoft Internet Explorer 5, 6, or 7
  • Internet connection of at least 500kbps (1.5Mbps or higher for streaming videos is recommended)
  • AOL users click here
  • Processor of at least 2.2 Ghz
  • Mac OS 10.4, Leopard, or Tiger
  • At least 1 Gig or memory
  • Flip4Mac
  • Note: the latest version of Flip4Mac is required to play WMV movies on your Mac.
  • Latest version of Adobe Flash for Mac
  • Apple Safari Browser
  • Internet connection of at least 500kbps (1.5Mbps or higher for streaming videos is recommended)

I have problems playing the movies with the Windows Media Player (stuttering, artifacts, no picture but sound etc.)

First, let's see if your Windows Media Player is the issue and what's causing your problems:

a) Please download this free media player from VLC here. We'll use this to test whether or not the problem is with your Windows Media Player or with something else.

b) Install the VLC player and follow the on-screen instructions to launch the player.

c) Now play the video you had a problem with using the VLC player.

If the video plays properly on the VLC player, this is indication that your Windows Media Player got corrupted. Please uninstall and then re-install a fresh copy of the latest Windows Media Player software.


I reinstalled Windows Media Player but still have problems

If the videos do not play properly on the VLC player either, please re-download at least one of the videos you experienced problems with.

If the re-downloaded video still doesn't play correctly please Contact Us right away and let them know. Please tell them the name of the video so that they can investigate the problem further.


Your WMVs are the only ones I experience problems with when I play them on my computer.

Most of our WMV videos are provided to you in High Definition (HD). HD movies require lots of computer resources to run smoothly. We pride ourselves on providing some of the largest and clearest movies available anywhere, and some older or slower computers may experience issues. Here are some helpful tips to help you get the most out of our HD videos:

  • Do NOT run other programs at the same time you are watching the videos. Your computer may need all the resources it has to play High Def movies.
  • Disable Anti-virus programs (Norton, Mcafee, etc.) while you play the WMV movies.
  • Make sure the WMV is fully downloaded before attempting to play it
  • If your system has less than 1 Gig of memory we highly recommend you upgrade.
  • If you have Windows Vista Business, Home Premium, or Ultimate on your system we highly recommend you upgrade your memory to at least 2 Gigs. Those neat Vista graphics come with significantly increased memory and processor requirements.


Streaming video (Flash) problems

Please make sure you have the latest version of the Adobe Flash Player. You can download the most recent version for free here.

Streaming videos will stutter or freeze if your Internet connection is slow or congested. Dial-up and ISDN users will not be able to play Streaming videos smoothly.



Important note to all Mac users: you must have the latest version of Flip4Mac installed to play any WMV movies.



Dial-up users will not be able to properly watch streaming Flash videos because the Internet speeds are simply too low. Downloading the videos is however possible, but please keep in mind that dial-up speeds will require very long downloading times for High Definition videos.



Please do not use your AOL browser to navigate or download videos. This may work, however we recommend to open up a seperate Internet Explorer browser and work with that instead.

We do not support the AOL Media Player or any other software or program provided by AOL to watch the movies. Use the Windows Media Player to watch downloaded movies.

Note to Internet newbies: even if you use AOL to access the Internet, you can still surf the web, access sites, and play files such as our movies using the regular, stand-alone Internet Explorer. After connecting to the web using AOL simply find and click the Internet Explorer icon (it's probably located somewhere on your desktop, or inside C: > Program Files > Internet Explorer > iexplore.exe) to open it up, then use it like you would the AOL browser. Minimize the AOL window to avoid confusion.

Changing default players - from AOL to Windows Media Player (recommended)
By default, AOL sometimes automatically tries to play WMV movie files with its AOL media player. To change this please download the newest Windows Media Player here. Once it's installed, open up the Windows Media Player, right-click somewhere on the top part of the player, select "Tools" > "Options". Click the "File Types" tab and check Windows Media Video file (wmv). Click "Apply". Click "OK". WMV movies should now automatically open with the Windows Media Player .


Download Managers (DAP etc.)

You are allowed to use download managers, however we do not support using such software. If you encounter problems using any download managers please contact the software manufacturer for troubleshooting titps.


Test your Internet connection

Sometimes even the fastest broadband connection experiences problems. You can test your current Internet connection for free at the following sites:

USA (requires Flash to test)




I have the most recent version of Windows Media Player, the most recent version of Adobe Flash, my system meets or exceeds all requirements and I am on a broadband Internet connection - but I am still having problems.

Please Contact Us directly so we can help you. Please describe your problem in detail and let us know if you are on a PC or Mac, your operating system, and any other system information you have.


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