I'm having problems viewing the video clips and I am using AOL.

I'm having problems with the chat rooms or live video features.

I downloaded the Vivo Active plug-in, but I still can't see the video.

I can't play the AVI movies!

How do I clear my disk cache?

Is there an extra charge for viewing the live video feeds?

I am having problems playing the wmv or asf files?

I'm having problems viewing the video clips and I am using AOL.
Please try some of the following to fix AOL problems.

1. From the AOL web browser program, Click on "Members" Select the "Preferences" menu in the AOL browser Click on "Uncompressed Graphics" Click on the "Advanced" section Click on "Purge Cache." That should help a majority of your problems.

2. You must be using AOL version 3.0 or higher (to upgrade go to keywork "upgrade") and you SHOULD run Microsoft's Internet Explorer on top of AOL. Once IE is installed you can minimize AOL once you dial up and then open the IE browser.

Here is how to use IE on top of AOL:
If you are using Windows 95 or newer chances are you already have Internet Explorer (IE) installed on your system.

How to find if you have IE?
a.) Go to the Start button, and then Programs.
b.) Look for Internet Explorer.

How do I use IE with AOL?
a.) Sign on to AOL as you normally would.
b.) Instead of typing in Web addresses in AOL, do the following:
1.) Go to the Start button, and then Programs.
2.) Look for and select Internet Explorer.
3.) Go to our Web site using the "Address" box at the top, underneath the "Back" and "Forward" buttons.

I'm having problems with the chat rooms or live video features.
Before contacting us for technical support, please follow these steps:

1. Our sites are best viewed with either Internet Explorer or Netscape browsers. Some of our features are not 100% compatible with AOL, or with WebTV. If you use a non-Netscape or Explorer browser, you may have problems accessing all areas of the site. Whichever browser you use, however, it is important that you are using the most current version because web technology is constantly evolving. We highly recommend downloading the latest Netscape browser at http://www.netscape.com
   
2. Be sure that Java and JavaScript are enabled in your browser's preferences. Some of our features require that Java be enabled on your browser. Most browsers have this option enabled, but it could have been inadvertently turned off. To check your Java settings, go to your browser's "Preferences" and ensure that the "Java" and "JavaScript" functions are enabled. (If you are using Netscape, select Preferences from the Edit menu, then click on Advanced).
   
3. Try clearing your browser's disk cache and then re-enter the feature you were having trouble with. If you need instructions on how to do this, please see below.
   
4. Go to the chat room or live video feature and look for a "Help" or "Customer Service" web page or email address. Various vendors operate most of these services and they are best qualified to assist you with their product.
   
5. If the Video is still not working, the Internet may be down somewhere between you and the where the video is coming from. Check back at a later time to see if it is working again. If you are trying to access one of the live video with one-on-one chat features, you need to purchase an additional password.
   
6. If you cannot find a customer service contact, please fill out our Technical Support Form. We will do our best to reply promptly.

I downloaded the Vivo Active plug-in, but I still can't see the video.

1. Download VIVOPLAY.EXE to your PC (note the destination directory).
   
2. Run VIVOPLAY.EXE to install the Vivo Active Player plug-in (NPVIV32.DLL).
   
3. Close and re-start Netscape for the new plug-in to take effect.

I can't play the AVI movies!
An AVI is a Windows movie file, which is playable inside of most browsers, or it's playable by using your own multimedia player. If your browser does not support AVI's it will tell you when it tries to download it, alerting you to save it to your drive or find an appropriate plug-in. Movie files can be fairly large, and may take a while to download, depending on your modem speed. Every step has been taken to make these movies as small as possible with satisfactory playback quality. If the movie appears to be loading into your browser but does not become playable, the file transfer may have stopped somewhere along the way. This may be common with slower modems. Also, for best picture quality, use a current Netscape browser.

How do I clear my disk cache?
As you surf the web, your browser stores "copies" of web pages on your hard drive in order to speed up your surfing. When you re-visit a site, your browser loads the old copy from the disk cache instead of downloading a fresh page from the Internet. If you experience problems with photos, video, message boards or chat rooms, try clearing your disk cache in order to force your browser to download a fresh page. Here's how to clear your cache:

If you are using a current Netscape Browser:

1. Select the Edit, Preferences menu item.
   
2. Click on + by Advanced.
   
3. Click on Cache.
   
4. Click on Clear Memory and Clear Disk.
   
5. Click on OK.

If you are using a current AOL Browser:

1. Click on the My AOL icon on the tool bar.
   
2. Click on Preferences.
   
3. Click on the WWW button.
   
4. Click on the Advanced tab.
   
5. Click on Purge Cache.
   
6. Click on Yes.
   
7. Click on OK.
   
8. Click on OK.
   
9. Close the Preferences window.

If you are using a current Internet Explorer Browser:

1. Select the View, Internet Options menu item.
   
2. Click on General (Temporary Internet Files).
   
3. Click on Delete Files.
   
4. Click on OK.

Is there an extra charge for viewing the live video feeds?
Please refer to the Billing Section here in the Support Center.

I am having problems playing the wmv or asf files?
Your Windows Media Player may be out of date. Click Here to get the latest version.

If you have VIDEO questions that are not answered above, please submit a Technical Support Form. We will do our best to reply promptly.