Troubleshooting
Connection Speed
Playback Controls
Security Prompt
Video Files:
How can I access the movie online?
You must have a
Member Account to view the movie online which is established at the time of purchase. Once you’ve ordered the movie and completed your transaction, login to your Member Account to access your movie purchase, or click on the link provided in the e-mail sent to your Member Account address.
Why doesn’t the video play at all?
Please check
System Requirements for more information.
Pop-ups must be enabled in order to view the movie stream. If nothing happens when you click on your selected resolution, please confirm that pop-ups are enabled for your browser. If you use an add-on toolbar such as the Yahoo toolbar, please confirm those pop-up settings as well.
If your computer meets these requirements, there may have been a problem with the browser. Please close all instances of your Web browser (all browser windows currently open), and then relaunch your Web browser, and access the video again. If this does not resolve the problem, please reboot your computer, and with no other software running, launch your Web browser and access the video. If this still does not resolve your problem please contact Customer Care.
Why is the video pausing (buffering)?
Buffering can occur for the following reasons:
- The connection speed you chose (High, Medium or Low) is faster than your actual internet connection
- You have other programs accessing the internet
- You have a wireless connection that is slowing the data rate
- Your connection is being slowed during a peak internet usage time
From the video simply…
- Press ESC.
- Close any other programs accessing the internet.
- Select a lower connection speed.
- Continue viewing the video.
Why can’t I hear anything?
First check that your speakers are connected, turned on and the volume is up. Next check your headset, if you have one plugged into your computer. If you still don’t hear anything then you may not have a soundcard in your computer.
My browser quits unexpectedly when launching the video
Please restart all instances of your browser and try again. If that does not resolve the issue, you may need to update your internet browser. Click on the name of your internet browser below to download the latest updates.
Browsers:
- Internet Explorer
- Mozilla Firefox
- Opera
- Safari - Click on the Apple symbol on the top left hand corner of the screen, and select “About This Mac”. Click on the "Software Update" button.
If the video still doesn’t play, please review System Requirements.
Please note: Not compatible with Intel-based Macs at this time (In development)
My computer says I’m using the wrong version of Java. Why and what should I do?
This is usually because your computer has more than one version of Java installed and doesn’t know which version to use. To fix this you need to disable the Sun version of Java in your Internet Explorer browser. To do this, go to Tools > Internet Options > Advanced > Uncheck all the boxes under Java (Sun) “Use JRE (your version number)”. There is no need to restart your computer, but you will need to close all instances of your browser.
What browser extension software is required to watch Vividas Video?
The Vividas player runs on almost all Windows based PCs in this world, and mostly using the Java technology, as the way to launch the video. Where Java is not installed, ActiveX is used.
The main software combinations are:
- Windows(>2000) + Internet Explorer (>5.5) requires Sun Java (>1.4), Microsoft Java (latest) or ActiveX Install
- Windows(>2000) + Firefox(>1.0) requires Sun Java(>1.4)
- Mac(>1.3) + Safari(> 1.2.4) requires Sun Java (installed by default)
- Mac(>1.3) + Firefox(>1.5) requires Sun Java (installed by default)
When I watch the movie, I get the message “Failed content check” (PC) or “Unable to play video from this location” (Mac)?
The Vividas player communicates with a server via http, and authenticates your playback. For this reason, all communication from the Web browser must be permitted. Blocking any of this traffic (i.e. with a personal firewall) will cause the video to stop playing.
Will my screensaver interfere with the playback of the movie?
To ensure the best quality playback of the movie, please make sure that you disable your screensaver before starting the movie. If your screensaver activates while you are watching the movie, unexpected problems can occur. If your screensaver does activate, you will need to close all instances of Internet Explorer and then restart your Web browser to continue watching the movie.
What is my connection speed?
Your connection speed is determined by your Internet Service Provider (ISP). Your connection speed may be affected by a slow wireless connection, other programs accessing the internet, or overall peak internet usage.
What are the High, Medium and Low buttons for?
These buttons allow you to select the video quality based on your internet connection speed. When you select the correct speed, you will be able to view the trailer/video without any buffering (pausing).
- High - approx 740kbps and is suitable for 1500k+ (download) DSL or DOCSIS cable modem connection to the Internet.
- Medium - approx 440kbps and is suitable for a 512k (download) DSL connection to the Internet.
- Low - approx 220kbps and is suitable for a 256k (download) DSL connection to the Internet.
What happens if my internet cap is exceeded?
Check your ISP contract. You may be charged excess data fees, or your internet connection may slow down. PLEASE NOTE - At any point in the video, you can press ESC, select a different speed and continue watching.
Why can’t I watch a feature length video on my dialup or ISDN connection?
Dialup and ISDN connections aren’t fast enough or reliable enough to handle a feature length video.
What do each of the playback controls do?
PC Version:
- Pause - This will pause the movie; pressing the SPACE BAR at any time will also pause the movie.
- Play - This will resume playing the movie after it has been paused. Pressing the SPACE BAR a second time will also play the move.
- Skip Back - This will rewind the movie as far as the RAM buffer is able to in 10-12 second increments. You cannot rewind beyond your starting point in the movie (important for movies where someone has elected to continue viewing the movie later).
- Skip Forward - This will fast forward the movie as far as the RAM buffer is able to in 10-12 second increments. You can not fast forward beyond the end of the buffer without permitting additional parts of the video to be downloaded. Please be aware that if you fast forward to the end of the RAM buffer, you will only be able to rewind to the beginning of the RAM buffer.
- Exit - This will exit the movie and take you to the "What would you like to do?" screen. Pressing ESC at any time will also exit the movie.
How do I pause the video?
Both Mac and PC users may press the SPACE BAR to pause and press the SPACE BAR again to resume play.
How do I stop the video?
Users may press the SPACE BAR to pause or press ESC to leave the video.
Can I skip to chapters?
No.
Why do I have to accept a security prompt?
This will enable you to watch the movie. Accepting the security prompt allows the signed and verified video software to run on your computer.
The security prompt didn’t pop up. Why?
The security prompt may not pop up for a number of reasons...
You will generally be asked to give permission to run the Vividas video player software once or always (depending on type and version of your browser). If you have selected “Always” on a security prompt in the past, then the security prompt won’t appear on subsequent visits and you will go straight to the launch page.
Does the Vividas player get stored on my computer?
Yes. It is very small - only 350 kB. Generally the Vividas player is not installed; it is simply copied to your hard drive for future use.
How do I remove all Vividas software from my computer?
The Vividas player is very small – only 350kb. The Vividas streaming player uses three separate methods of “instantiating” (read running) itself, to get the Vividas video experience. Each method comes with a different removal technique.
Removing the Vividas player, if the Sun JVM (Java Virtual Machine) is the method of executing applets
- Close all browsers.
- In Windows Explorer navigate to the folder <%temp%>/.viv and delete it. For example: c:\Documents and Settings\Your Name\Local Settings\Temp\.viv. This removes all the vividas cached files.
- To remove the certificate (if you’ve clicked “Always”) Click “Start” -> “Settings” -> “Control Panel”. Select the “Java” Control Panel Applet, and the next few clicks depend on which version of the SUN JRE (Java Runtime Environment) you are using.
- For Sun Java 1.5, Click on the “Security” Tab, click the “Certificates” button, select the certificate “Vividas Europe Limited” and click “Remove”. Confirm your selection.
Removing the Vividas player, if the Microsoft JVM is the method of executing applets
- Close all the browsers.
- In Windows Explorer navigate to the folder <%userprofile%>/.viv and delete it. For example: c:\Documents and Settings\YourName\.viv. This removes all the vividas cached files.
- To remove the certificate (if you've clicked “accept always”)
- Open up Internet Explorer, click “Tools” -> then “Internet Options”. Select the “Content” tab, click the “Certificates” button, scroll along to the “Trusted Publishers”, select the “Vividas Europe Limited” certificate, and click “Remove”. Accept their warning prompt.
Removing the Vividas player, if ActiveX/OCX is the method of executing applets
- Close all the browsers.
- In Windows Explorer, navigate to the “%SystemRoot%/Downloaded Program Files” folder. On most systems it is the “C:\WINDOWS\Downloaded Program Files” folder. The “VPlayer Control” objects need to be right-clicked and then “removed” from the folder. All the “VPlayer Control” objects in this folder must be removed in this manner.
- In Windows Explorer navigate to the folder <%temp%>/.viv and delete it. For example: c:\Documents and Settings\YourName\Local Settings\Temp\.viv. This removes all the vividas cached files.
- To remove the certificate (if you've clicked “accept always”) Open up internet explorer, click “tools” -> then “internet options”. Select the “Content” tab, click the “certificates” button, scroll along to the “trusted publishers”, select the “vividas europe limited” certificate, and click “Remove”. Accept their warning prompt.
For Macintosh
- Close all the browsers.
- Navigate to the home folder, and delete the .viv folder.
- To remove the certificate; Open a finder window, select “Applications” -> “Utilities” -> “Java” -> settings, then click on the “Security” tab, click the “Certificates” button, select the certificate “Vividas Europe Limited” and click “Remove”. Confirm your selection.
How big are the video files?
- High (740 kbps) = 5.5MB per minute.
- Medium (440 kbps) = 3.3MB per minute.
- Low (220 kbps) = 1.65MB per minute.
Do the video files get stored on my computer?
The video files do not get stored on your computer. They are progressively downloaded in RAM memory and progressively discarded.
