ASUN.tv FAQ

Welcome to ASUN.tv.This season, every ASUN fan will have the ability to obtain an all-access pass to the Atlantic Sun Conference through the new ASUN.tv.
 
OVERVIEW

REGISTERING

SITE SUPPORT

ACCOUNT SUPPORT

WINDOWS MEDIA PLAYER

LIVE/ON-DEMAND BROADCAST DIFFICULTIES

GENERAL QUESTIONS
 
OVERVIEW

What is ASUN.tv?

ASUN.tv is a premium content, subscription-based web product that is found on ASUN.tv. ASUN.tv specifically focuses on streaming video (live and archived) and other exclusive content. Additionally, ASUN.tv offers premium stats packages, gamecast interfaces, special members-only features and offers, and will continue to offer new and exciting features to its members.

REGISTERING

How do I Signup and enroll?

To process your subscription, click here. You will need to create a username and password. You will also be required to provide your name, address, phone number, email address and credit card information.

During registration I receive an error "Invalid Email", what does this mean?

This means you have previously created an account with our service in the past using the same email address.  Even if you have not used the multimedia service before, you may have created the account for another service our site also offers.  Log in with the information you used then to access your profile.  Upon logging in, go to the 'Purchase Packages' area of your account to purchase new service with your existing account.

Account Management

Both technical and customer support for ASUN.tv can be obtained via email. Please submit your comments, problems or suggestions directly to Customer Service at ASunTVhelp@neulion.com

ASUN.tv System Requirements

ASUN.tv live programming and archived video can only be utilized through a high-speed Internet connection, such as cable, DSL, or satellite. If your connection to the Internet is by dial-up modem or is slower than a DSL connection you will not be able to watch ASUN.tv media, but you may be able to utilize audio only broadcasts. A DSL, cable modem or other high speed connection is required for viewing.

In addition to having a high-speed Internet connection, your computer should meet or exceed the following recommended system requirements:

System
Minimum Windows Requirements

Minimum Mac Requirements

Audio Capability
In order to hear the audio components of our films and animations, your computer must be equipped with a 16-bit or better sound card and speakers

Firewalls
Some types of firewalls may prevent viewing live events on ASUN.tv. Please consult the Firewall manufacturer or Documentation for specific instructions on how to configure your firewall to allow multicast information through.

SITE SUPPORT

Why do I have to login every time I try to watch a video?

Videos are premium subscriber content and you need an active account to login and view. Once you are logged in, you will not have to log in again to watch premium content until the next time you access the site.

The video doesn't look very good:

We recommend increasing your buffer time. This will make the initial download slower, but will make the streaming video run smoothly once it has started. While increasing your buffer time, you might also want to try adjusting the video acceleration to halfway, instead of full.

To find these options, open the program Windows Media Player and press the ALT button on your keyboard. You will then see a small options menu open. Select "Tools," and then go to "Options."

Once you are in "Options," look for the "Performance" tab. This is where you will find both the buffer length, and video acceleration. Try setting the buffer length to 20 seconds, applying the options, and then refresh your stream.

Why can I access the content at home but not while at work, a hotel, school, etc.?

Your work, school, or the hotel could have network settings which either restricts the access to some content or to content which requires large amounts of bandwidth to access.  You would need to discuss these restrictions with the network administrator for them to allow you access.  Also, if you are using a computer that does not allow you administrator rights there could be restrictions on the type of content you are allowed to access such as live multicast video, you would also need to talk to the computer administrator to allow your profile access to such content.

I have high-speed wireless internet, but still seem to be having buffering problems?

While wireless internet can provide convenience for many lower bandwidth internet applications, it is not optimal for the higher speeds required for live video streaming.  Over a wireless router you can experience large amount of bandwidth fluctuation from other computers on your network and also from external devices which can interfere with the wireless signal.  If you are experiencing poor video quality or frequent buffering, we recommend connecting directly to the router or modem to provide higher quality and more consistent signal. Click the links below to test your bandwidth.

I cannot view the content:

ACCOUNT SUPPORT

I cannot log in:

Please verify your username and password. If these items are correct, check your billing information to verify it is updated and accurate. It is possible that if payment has not been made on the account, service will be interrupted. If you have further problems logging in, please contact Customer Service here.

I forgot my password

To get your password, enter your account id as you normally would when logging in. For the password field, enter an incorrect password. The site will then ask if you have forgotten your password and ask if you would like to have it emailed to you. Please ensure you check your e-mail applications 'spam' or 'junk' folders in the event that you are filtering mail from us. Conversely, you can also contact Customer Support by clicking here.

I can't login in anymore

Your account may have been deactivated due to too many failed login attempts or a credit card problem. Click here and open a ticket stating that you cannot log in and we'll track down the reason.

When I select an event from the media player it prompts me to login again but never accepts the login. Is my account still active?

Please try to clear your Temporary Internet Files and Cookies. If you continue to have issues after clear your browsing history check for any security software such as McAfee, Norton, or Zone Alarm. Please also check for any toolbars such as Google or Yahoo.
Also, there may be a problem with the way your computer handles cookies. If you are using Internet Explorer, please click Tools and then Internet Options. When the Internet Options window opens, select the tab that says privacy and click Advanced. Then click the box next to where it says Automatic Cookie Handling so that a checkmark appears in it. Make sure that First and Third Party Cookies are radioed to Accept.
Some security software and toolbars can block Cookies that our site requires. Please try to disable the software. If you do not want to disable the software for security purposes then please check the configuration. For assistance with configuration please consult the software manufacturer.

My login does not work. I have verified the password via the password help but still cannot login. Is the web site down?

Your account may be inactive due to failed login attempts. Please contact our customer support team. You can click on Contact Us at the bottom of the page to submit a support ticket.

I am having trouble subscribing:

When registering, make sure you follow the instructions for entering your personal information. This includes valid name, address, email address, telephone and credit card information. Billing information is required to be identical to what the credit card issuer has on file for billing purposes. If you have further problems with registration, please contact Customer Service.

How do I cancel my current subscription?

To cancel your online subscription, please login with your email address and password. After logging in, you should see your account profile page. When you are on this page, click on Manage Packages. From here you cancel any active subscriptions.

How do I renew my current subscription?

Monthly subscriptions automatically renew on the date of purchase for each subsequent month until cancelled. Annual subscriptions renew automatically one year after initial purchase until cancelled

My credit card has expired and I need to enter a new card or expiration date. Where do I update billing information?

To update Billing information, please login with your email address and password. After logging in, you should see the Account Profile. When you are on this page, click on Manage Cards. This will allow you to add, remove, or update your credit cards associated with the account.

I purchased a Pay Per View event but I cannot login. Was my account not setup correctly?

Pay-Per View events allow you to have access for that event only. Therefore, your login information will not work until an hour before the event's start time. If you continue to have issues logging in during the hour prior to the event's start time, please contact customer support.

WINDOWS MEDIA PLAYER

I cannot get the audio to play

Check the following knowledge base articles from Microsoft for possible solutions:

I cannot get the videos to play

Make sure you are up to date with the critical and driver updates from http://windowsupdate.microsoft.com.

There can be an issue if you have both the Java VM and the Microsoft VM installed. In Internet Explorer go to Tools -> Internet Options and click the Advanced tab. Scroll down about half way and look for the heading "Microsoft VM" and make sure the "JIT compiler for virtual machine enabled" option is checked. You will have to restart your computer for the change to take effect.

To check for the Java VM, go to Start -> Settings -> Control Panel. Look for a program called "Java Plug-in 1.x.x". If there, open it up and make sure the "Enable Java Plug-in" is unchecked. You will have to restart your computer for the change to take effect.

Or you can enable the Java VM and disable the Microsoft VM, whichever you prefer.

Check the following knowledge base articles from Microsoft for possible solutions:
I can play the on-demand videos but none of the videos from the live events

There are a few things to check. First, make sure that Windows Media Player is set to allow Multicast streams.

Open Windows Media Player from the Start Menu
On the menu go to Tools -> Options
Click on the "Network" tab
Make sure there is a check next to "Multicast"
Click the "OK" button to save the changes.

If you are running Windows XP, try disabling the Windows XP firewall

Open the Control Panel from the Start Menu
Click on Network and Internet Connections
Click on Network Connections
Right click your Internet connection in the window and click "Properties"
Click on the "Advanced" tab
Make sure that the Internet Connecion Firewall is unchecked

The video and audio are out of sync

This might be a sound card or driver issue. Check for sound card driver updates from your vendor and from http://windowsupdate.microsoft.com. Download the latest DirectX from Windows Update as well.

LIVE/ON-DEMAND BROADCAST DIFFICULTIES

I have an Apple computer. Are your services compatible with OS X?

Our service has been tested with the latest versions of Safari and Firefox for OS X. You will need to install Windows Media Player 9 for OS X. Please see the link below for download.
Windows Media Player 9 for OS X is located at the link below: http://www.microsoft.com/windows/windowsmedia/player/mac/mp9/default.aspx
You will also need to download Flip4Machttp://www.microsoft.com/windows/windowsmedia/player/wmcomponents.mspx

When I select a live/On-Demand broadcast the media player say transitioning and never plays. Are there technical difficulties with the broadcast?

This issue is with your Windows Media Player settings. Close any open web browsers and open Windows Media Player. In Windows Media Player, choose Tools from the top menu. If you can not see the top menu, press the Alt key on your keyboard. This will highlight the word File and will show the other categories. Once you click on Tools, click on Options. From here, click on the network tab. You will then see four options that are checked off. When you are on this screen, please uncheck UDP. After that, click Apply and then click OK.

I have a router/firewall. Will that cause problems with broadcasts?

If you have a router/firewall then this would also need to be configured to allow multicasting. Another option would be to disable the firewall for the event and then enabled once the event is over. For assistance with configuration please consult the manufacturer of your router/firewall.

I cannot view any broadcast. The media player never loads the control options such as play/pause, stop, and volume control.

Do you have any kind of security software installed on your computer such as McAfee, Norton, or Zone Alarm? If so please try to disable the software. If you are not sure if you have any of that software then you can check by clicking on Start and going to the control panel. Look for add/remove programs. This will give you a list of software installed on your computer. Some security software can block Active X or Flash controls that our site requires. Please try to disable the software. If you do not want to disable the software for security purposes, please check the configuration. For assistance with configuration please consult the software manufacturer.

GENERAL QUESTIONS

Can I share my username and password with someone else?

ASUN.tv is a single-user membership product. Sharing your username is not permitted. Sharing your username with another person allows that person access to your credit card information as well. You can not log in on multiple computers at the same time. Each subsequent login while an ID is already logged in will end the session logged into previously.

Is my privacy protected on ASUN.tv?
Your privacy is important to us. We provide a detailed notice explaining our online information practices. For more information, visit our privacy guidelines included in the terms and conditions.

Can I link my site to ASUN.tv?

Yes, you are allowed to link to http://www.ASUN.tv/. Unless you have our written permission, you must link to the main page rather than a specific page inside the site. If your site is frame-based, we require that ASUN.tv opens in a new frame rather than in a frame on your site.

Can ASUN.tv link to my site?

In order to protect ourselves against NCAA rules violations, we will not provide links to any sites other than major media outlets as permitted by NCAA regulations.

Is there recruiting information on ASUN.tv?

Due to NCAA regulations we cannot post any information on recruiting on this website.

I sent a support request and did not get a response?

While we respond to every support request that comes in through this site, there are several reasons as to why you may not have gotten a response. You may have typed the incorrect address in the reply-to category, or the e-mail may have been sent to the incorrect address. We will not respond to any emails that include foul or abusive language. Our response may also be caught in the spam or junk filter of your email client. If you have any questions, comments or concerns about our web site, please contact us here.

I'd like to see something on ASUN.tv that is not on the site, where do I send my input?

We value your input and would like to hear from you! We've created a place for you here to tell us what you like and don't like about ASUN.tv. Please click here to give us your input. Additionally, we plan to continuously conduct surveys and polls on the site that will be very helpful to us as we continue to make the site a better experience for our fans.