Help Center

Technical and Troubleshooting FAQ

Media Player Questions

  1. Which Media Player do I need to play media on icenetwork.com?
  2. How do I download and install the Windows Media Player?
  3. How do I access my player options when the player is embedded in the browser?
  4. What are the optimal configurations for my media player?
  5. Can I watch my event feed in my computer's media player, or do I have to use the icenetwork.com-provided one?

Browser Questions

  1. How do I delete Temporary Internet Files in my browser?
  2. I know I need to enable cookies for icenetwork.com to function properly. How do I enable cookies on my browser?

Compatibility Questions

  1. Can I access icenetwork.com on a Macintosh?
  2. Can I use AOL as my browser when accessing my icenetwork.com subscription?
  3. On Windows 98, can I use Internet Explorer as my browser when accessing my icenetwork.com subscriptions?

Event Link Questions

  1. When I click on the vdieo link, nothing happens. No browser window at all pops up. What is happening?
  2. When I click on the event link, the icenetwork.com Media Player window comes up, but the whole screen is white. What is happening?
  3. When I click on the event link, all I see is a plug-in prompt or a message saying You are watching icenetwork.com..." What is happening?
  4. Every time I click on an event link, I am asked which player I want to use, but then nothing happens. What's going on?
  5. I am having trouble accessing the event feeds and I may be behind a firewall, on a router, or on a wireless connection. Why does my media player try to connect endlessly, or try to connect and then reconnect, or I receive a "Cannot connect to server/network" error message?
  6. When I click on the event I am able to get video but no sound. Why is this happening?
  7. What file types do icenetwork.com products use? How do I associate these file types with my media player?
  8. When I play an icenetwork.com feed, why can I hear the audio, but not see the video?
  9. How can I improve the quality of my video feed?
  10. Will the game I want to see be blacked out? What does "blacked out" mean anyway?
  11. I'm getting a Blackout message, but I don't think I should be blacked out from the game I want to see. What's going on?

Media Player Questions

1. Which Media Player do I need to play media on icenetwork.com?

To watch icenetwork.com feeds, you need the Windows Media Player Series 9 installed on your computer. We recommend that you have Windows Media Player Series 9 installed. See System Requirements for details.

2. How do I download and install the Windows Media Player?

  1. Go to www.microsoft.com.
  2. On the left of the screen, click on Downloads.
  3. On the left of the screen, click on Windows Media.
  4. From the list of downloads, select the Windows Media Player Series 9 applicable to your operating system.
  5. On the right, click on the Download button.
  6. After the download, open the installer (MPSetup.exe) and complete the installation.

3. How do I access my player options when the player is embedded in the browser?

When the Windows Media Player is embedded in the browser window, simply right-click anywhere on the video screen (or on the media player functions, Play, Stop, Fast-forward, Volume, etc.) and select Options from the dropdown menu.

You can also launch your media player from the Start menu and make changes directly in the stand alone player. All settings saved in the stand alone media player are transferred to the embedded player.

4. What are the optimal configurations for my media player?

For the Windows Media Player Series 9, use the following configurations:

  1. Pull down the Tools menu of your Windows Media Player Series 9 (or right-click on the embedded video screen) and select Options.
  2. In the Player tab, be sure the "Download Codecs Automatically" box is checked.
  3. Also, be sure the "Connect to the Internet (overrides other commands)" box is checked.
  4. In the Performance tab, in the Connection Speed category, select Choose Connection Speed.
  5. In the Connection Speed drop down menu, choose the speed proper to your Internet service. Note: For icenetwork.com, the speed must be higher than 350K. If you do not know your connection speed, contact your Internet Service Provider.
  6. Select the Network tab.
  7. Uncheck the top two Streaming Protocol circles: Multicast and UDP. Leave TCP and HTTP checked. (You can also try and uncheck TCP.)
  8. Below in the Streaming Protocols section, click on the HTTP protocol.
  9. Click Configure.
  10. Change the Proxy Setting to Do Not Use a Proxy Server.
  11. Click OK to the Configure Protocol window.
  12. Click Apply.
  13. Click OK to the Options window.

DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION: Changing configurations of your computer is done at your own risk. In no event shall icenetwork.com or any other icenetwork.com entity be responsible or liable for any damage, failure, interruption or error to your computer and/or software or operating system with respect to any changes made based on the above suggested configurations.

5. Can I watch my event feed in my computer's media player, or do I have to use the icenetwork.com-provided one?

You can watch the event in your computer's stand alone media player if you prefer.

If you are using Windows Media format, use the following process:

  1. Right-click on the media player functions in the icenetwork.com Media Player and select Properties.
  2. In the File tab, to the right of Location, you will find the URL. Copy the entire URL.
  3. Then, launch your Windows Media Player from your Start menu.
  4. In the Windows Media Player, pull down the File menu and select Open URL.
  5. Paste the URL into the URL value box and click OK.

This needs to performed quickly or else the authentication will time out. Playing the event in the stand alone player is useful for resizing the picture to the size of your choice. To resize the picture, simply click and drag the corner of the media player.

Browser Questions

6. How do I delete Temporary Internet Files in my browser?

If you are having difficulty accessing icenetwork.com, then you should clear out your browsers. If you receive a "Page Cannot Be Displayed" or a similar error, deleting Temporary Internet Files in your browser should solve the problem. Here is how to clear the most popular browsers supported by icenetwork.com:

  1. Internet Explorer Version 6
    1. Pull down the Tools menu and select Internet Options.
    2. Click Delete Files. (Click OK to the Delete Files window.)
    3. Click OK.
  2. Mozilla on Mac (Firefox, Netscape etc)
    1. Pull down the Application menu (Firefox, Netscape etc) and select Preferences.
    2. On the left, open the Privacy submenu and select the Cache category.
    3. On the right, click on Clear Cache.
    4. Click OK.
  3. Safari on Mac
    1. Pull down the Safari menu and select Empty Cache. (Click Empty to the ensuing window.)
  4. Netscape 7.0 on Mac
    1. Pull down the Netscape menu and select Preferences.
    2. On the left, open the Advanced submenu and select the Cache category.
    3. On the right, click on Clear Cache.
    4. Click OK.

Also, we recommend that you always type "www.icenetwork.com" directly into the address box of your browser, as opposed to using favorites or bookmarks. Feel free though to set www.icenetwork.com as your homepage!

Please see Disclaimer in FAQ #4 above, regarding changing your computer's configuration.

For more information, see our System Requirements FAQ.

7. I know I need to enable cookies for icenetwork.com to function properly. How do I enable cookies on my browser?

Check your web browser's Help option for instructions on turning cookies on or off. Cookies settings are found in the browser's Tools or Preferences section. Below are directions on how to locate the cookie settings on the most popular browsers supported by icenetwork.com:

  1. Internet Explorer Version 6
    1. Pull down the Tools menu and select Internet Options.
    2. In the Privacy tab, the bar on the right slides up or down, setting the cookie level.
    3. Configure your browser to accept cookies, at your preferred level.
  2. Netscape 7
    1. Pull down the Edit menu and select Preferences.
    2. On the left, open the Privacy & Security category and select Cookies.
    3. Configure your browser to accept cookies, at your preferred level.
  3. Safari on Mac
    1. Pull down the Safari menu and select Preferences.
    2. Select the Security tab.
    3. Configure your browser to accept cookies, at your preferred level.
  4. Mozilla on Mac (Firefox, Netscape etc)
    1. Pull down the Application menu (Firefox, Netscape etc) and select Preferences.
    2. On the left, open the Privacy &amp Security category and select Cookies.
    3. Configure your browser to accept cookies, at your preferred level.

Please see Disclaimer in FAQ #4 above, regarding changing your computer's configuration.

For more information, see our System Requirements FAQ.

Compatibility Questions

8. Can I access icenetwork.com on a Macintosh?

Yes, icenetwork.com works on Macintosh OS X.

On Mac OS X, icenetwork.com works best with Mozilla 1.x

Internet Explorer for the Macintosh does not work in conjunction with icenetwork.com. For more information, see our System Requirements FAQ.

9. Can I use AOL as my browser when accessing my icenetwork.com subscriptions?

Yes. As long as you have AOL version 9, you can access your icenetwork.com subscriptions on your AOL browser. When using an earlier version of AOL in conjunction with icenetwork.com, you may get an "Illegal Operation" error message, or your browser may shutdown automatically, booting you offline. If you are booted offline when clicking on a event link, and you are using AOL as a browser, simply use a different browser such as Internet Explorer or Netscape. As long as you are using a separate browser, you can continue to connect to the Internet using AOL. Sign into AOL, minimize AOL, and then pull up a separate browser to go to icenetwork.com.

For more information, see our System Requirements FAQ.

10. On Windows 98, can I use Internet Explorer as my browser when accessing my icenetwork.com subscriptions?

On a Windows 98 operating system, Netscape is the most reliable browser in conjunction with icenetwork.com. If you are using Internet Explorer on a Windows 98 operating system and you encounter an error when clicking on a event link, then use Netscape 7.1 (a free download at www.netscape.com).

For more information, see our System Requirements FAQ.

Event Link Questions

11. When I click on the event link, nothing happens. No browser window at all pops up. What is happening?

Event links (400K/700K) on icenetwork.com cause another browser window to pop up - either the Player Preference prompt or the icenetwork.com Media Player window. If you have a popup blocker installed on your browser, then this may stop the window from coming up properly. In this case, in order to access icenetwork.com event links, you will have to disable your popup blocker.

On some popular popup blockers, such as Google's, you can hold down the Control key on your keyboard as you click on the event link; this will let an individual popup through.

Please see Disclaimer in FAQ #4 above, regarding changing your computer's configuration.

12. When I click on the event link, the icenetwork.com Media Player window comes up, but the whole screen is white (except for the score ticker at the bottom of the window). What is happening?

It is likely that either your Player Preference is not set properly or you are behind a firewall which is stopping the content. Please set up your browser to allow cookies as detailed in FAQ #9 and configure your media player as detailed in FAQ #4.

Note: icenetwork.com Support does NOT support particular firewall software (McAfee, ZoneAlarm, Norton Firewall. etc.). To receive icenetwork.com content, we recommend setting icenetwork.com as a trusted site on your firewall software. Please consult the Help section of your firewall software for further support.

Please see Disclaimer in FAQ #4 above, regarding changing your computer's configuration.

13. When I click on the event link, all I see is a plug-in prompt or a message saying "You are watching icenetwork.com..." What is happening?

If you see only a white screen, a plug-in prompt, or "You are watching icenetwork.com..." it is likely that you do not have a media player installed, or that your Player Preference is not set according to the player you have installed.

First, be sure that Windows Media Player Series 9 is installed on your computer. Check the version by launching it from the Start menu (or in Mac, from the Application folder).

Next, reset your Player Preference.

  1. Click on any event link on icenetwork.com to launch the icenetwork.com Media Player window.
  2. Then click on the Preferences link to launch the Player Preference window.
  3. Select your preferred player (the one you just launched).
  4. Click Save Setting.
  5. Then close the icenetwork.com Media Player window and click on the original event link again.

If you are sure you have the correct player and your preference is set correctly, please check the optimal media player configurations in FAQ #4.

14. Every time I click on a event link, I am asked which player I want to use, but then nothing happens. What's going on?

If this is happening, try logging into the icenetwork.com website first. Use the Login link at the top or bottom of the webpage. Then, before clicking on the event link, be sure your browser is set up to accept cookies as detailed in FAQ #7. Once you're logged in, return to the event link and try clicking on it again.

15. I am having trouble accessing the event feeds and I may be behind a firewall, on a router, or on a wireless connection. Why does my media player try to connect endlessly, or try to connect and then reconnect, or I receive a "Cannot connect to server/network" error message?

In the Windows Media Player Series 9 check the following settings:

  1. Pull down the Tools menu and go to Options.
  2. Select the Network tab.
  3. Uncheck the top two Streaming Protocol circles: Multicast and UDP. Leave TCP and HTTP checked. (You can also try and uncheck TCP.)
  4. Below in the Streaming Protocols section, click on the HTTP protocol.
  5. Click Configure.
  6. Change the Proxy Setting to Do Not Use a Proxy Server.
  7. Click OK to the Configure Protocol window.
  8. Click OK to the Options window.

16. When I click on the event I am able to get video but no sound. Why is this happening?
Please follow the instructions below:

Downloading AC3Filter

  1. Download AC3Filter from www.ac3filter.net
  2. Click on Projects
  3. Click on Downloads
  4. Click AC3Filter 1.20b Installer.
  5. Download and install it.

Configuring AC3Filter

  1. Once Ac3Filter is downloaded and installed open it from the start menu.
  2. Click AC3Filter Config will bring up a prompt stating it's for offline configuration only. That means the changes would not take place until the video is restarted.
  3. Click ok and that will bring up the AC3 Filter Configuration Window.
  4. Click on the System Tab.
  5. Uncheck PCM and MPEG Audio
  6. Click Apply and OK
  7. Refresh the event and the sound comes through.

What file types do icenetwork.com products use? How do I associate these file types with my media player?

All icenetwork.com feeds are of type 'Windows Media Audio/Video file' with extensions 'WMV,' 'ASF,' and 'ASX'. To check your computer's file associations, pull down the Tools menu in any Windows folder and select Folder Options. Then, click on the File Types tab. Verify that extensions WMV and ASF and ASX open with the Windows Media Player.

18. When I play an icenetwork.com event, why can I hear the audio, but not see the video?

First check that you have the latest Windows Media Player Series 9 installed. Then, the default connection speed setting for the Windows Media Player Series 9 is to Detect Connection Speed (recommended). When playing an icenetwork.com event, if you can hear the audio, but cannot see the video, you need to properly set your connection speed on the Windows Media Player.

  1. In the Windows Media Player, pull down the Tools menu and select Options.
  2. Click on the Performance tab.
  3. Click on the Choose Connection Speed circle.
  4. From the dropdown menu, select the proper Connection Speed (above 350K).
  5. Click Apply.
  6. Click OK.

19. How can I improve the quality of my video feed?

When playing an icenetwork.com live or archive event, if the media player continues to buffer or reconnect or shows only a frame-by-frame "choppy" feed, then there may a problem with the bandwidth. Our broadcasts are streamed at 350Kbps and your bandwidth must be consistently pulling 350Kbps to receive a high-quality video feed.

First, test your bandwidth. For an accurate reading, use a reliable bandwidth-testing website. Bandwidths continually fluctuate, so perform three or more tests. Again, the recommended bandwidth for video is 400K and above. A user connecting below 400K may get the video, but will likely experience choppy feeds. If you are not consistently testing above 400K, you may want to contact your Internet Service Provider.

Note: icenetwork.com does not support any specific bandwidth-testing website. Please see Disclaimer in FAQ #4 above, regarding changing your computer's configuration.

Second, be sure your Windows Media Player bandwidth is set properly.

  1. Right click on the video screen and select Options.
  2. Click on the Performance tab.
  3. Set the Connection Speed to the appropriate value as per your diagnostic test.

Third, clean out your browser cache by deleting Temporary Internet files and Clearing History as detailed in FAQ #6.

Lastly, if the above troubleshooting steps do not improve the quality of the feed, heavy Internet traffic may be the problem. In this case, please call Customer Support at 1-866-464-8499. Please be prepared to provide the following information:

  1. Your full name
  2. Your phone number
  3. Your icenetwork.com registered email address
  4. Your ISP
  5. Your connection type
  6. Your IP address*
  7. The results of your bandwidth tests
  8. Your Location (home, office, wireless, etc.)
  9. Time of Access
  10. Particular Event

* Don't know your IP address?
On windows 98, ME, 2000, XP: Click Start, then Run and type ipconfig.
On Mac OS X: Click Apple menu>System Preferences>Network>TCP/IP.

20. Will the event I want to see be blacked out? What does "blacked out" mean anyway?

To protect the rights of broadcasters, certain live events are prevented from being seen in certain markets - this is known as a "black out." All the blackout information is located on the Blackout Restrictions page.

21. I'm getting a Blackout message, but I don't think I should be blacked out from the event I want to see. What's going on?

If you believe you are receiving the Blackout message in error, please call Customer Support at 1-866-464-8499 for further assistance.