CUSTOMER SUPPORT PAGE
Help, video is not playing for me!
This can be caused by several different factors, but first and formost, you'll want to make sure you have the most recent version of Windows Media Player, and the most recent version of the free DivX Codec. If it is still not working, and both those components are fully up to date, check
your hardware acceleration settings. In Windows, to do this, right click on your desktop, choose Properties, click on the Settings tab, then click on Advanced. In the new box, click on Troubleshoot. Move the Hardware Acceleration bar to the opposite side it is on, apply the settings, and try the video again. Also, you can try uninstalling and reinstalling the DivX codec. If still no go, reboot the computer, and try again. If still no go, please contact us.
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FAQ
Q. How do I cancel my subscription?
A. Customers can go here for account information and management.
Q. How do I open downloaded files?
A. You will need a decompression utility such as the free Winzip to open the .zip files.
Q. Which movie player you advise me to use?
A. We encourage you to use either Windows Media Player of the DivX player for playing back the high quality videos. BS Player will work as well.
Q. When watching movies, there is audio, but no video.
A. This error occurs when you try to watch a movie and the video player you are using is unable to find the needed video codec. You may be able to hear the audio, but no video is shown. Fortunately, there is an easy way to fix this problem. Make sure you have DivX installed. If you do, uninstall and reinstall DivX.
Q. The picture is green or corrupted when playing the movies. How do I fix that?
A. This happens when you are using an older version of DivX then what we used to make the files. Simply update DivX to the newest version available, and you should be all fixed.
Q. The picture is upside down when playing the movies. How do I fix that?
A. We've had a few reports about this problem, with the majority of such users running Windows XP. The easiest solution seems to be to go to the Tools->Options->Performance->Advanced menu and simply deselect the "Use video mixing renderer" option. While this option typically works, it doesn't solve the problem for everyone. You can find more potential solutions by reading the upside down problem thread in these forums.
